GAP Australasian Dentist Sept Oct 2020

Category Australasian Dentist 113 Dr Toni Surace the Managing Director of Momentum Management. Momentum is the premier dental practice management consultancy and training firm in Australia. Momentum has been empowering dentists in Australia and New Zealand to reach their professional, personal and financial goals for over 16 years. On average, Momentum clients increase production by 30- 40% and achieve a 579% return on investment from the Momentum Practice Management Program. If you would like to learn more about Momentum Management programs, call 1300 519 000, and request a free 1-hour consultation with an experienced coach. to them. For example, if they’re being difficult about accepting treatment, you can ask them “So that we can get a result that really works for you, can you please tell me what you want from your mouth in the long term?” Inshort,thekeytogoodcommunication is always to try to understand where someone is coming from before trying to persuade them of your viewpoint. It’s also useful to be able to adapt your communication style to the ways that work best for the patient, too. These are key skills to have, but often do not come naturally. If you want more support in developing your own communication skills, or in helping develop those of your team, please let us know! Dear Dr Toni, Can you give me some advice on asking for Google reviews? I was at a café recently and they asked me for a review, and I thought we should do it in the practice as well. Dr PM, ACT. You’re right that it’s a really good idea to ask for Google reviews, and it’s interesting that you noticed it done effectively at the café. I have noticed that a lot of practices are uncomfortable doing it, but it really does make a big difference. Whether we like it or not, Google reviews make a difference to potential patients’ perceptions of the practice. Even someone who’s had the practice recommended by a personal contact will almost certainly check Google for reviews. People want to know that they’re going to be listened to and cared for when they go to a dentist. Given that so many people are still scared of dentists, it’s reassuring to see that a dentist has lots of positive reviews from patients who’ve found them caring and gentle. What works in practices is to wait until you’ve received a compliment from a patient. This can occur in the surgery or at front desk, so this conversation could happen anywhere with any one of you. Let’s say that you’ve asked the patient “How was everything today, Mrs Lee?”, and the patient says “Oh, you’re so lovely! I always hated dentists in the past, but you’re all so caring!” Then you can thank the patient, and say something like “Thank you so much for that. It is really important to us that our patients have good experiences here. Actually, we’d love it if you could do us a big favour and leave us a few kind words on Google about your experiences.” This is an example of a way to ask for the review, but the specific script doesn’t matter as much as getting good reviews! You and your team can brainstorm Best Practices Q&A ways in which you’ve all been asked for Google reviews out there in the world, and determine what feels right for your practice. Now, it is true that not everyone who agrees to do a review will actually get around to it. Patients who don’t have Gmail addresses, for example, can’t easily write Google reviews. And some patients will be perfectly willing while they’re in the practice, but will forget once they leave and normal life surrounds them again. Don’t worry too much if that does happen, but it’s the exact reason you need to persist in asking for them. It’s also smart to check your Google reviews regularly. You can set up an alert in Google that tells you every time the practice’s name is mentioned, or you can pre-block a time each week or fortnight to go and read them. Make sure you respond to positive reviews! A personal note like “Thanks, Mrs Lee! We always love seeing you” comes across really well. Obviously every so often things will go badly and you’ll get a negative review on Google. Sometimes you deserve it, and sometimes not! Either way, it’s important to make sure you get onto it quickly and effectively. See if you can identify the patient, and make sure you call them as well as tactfully responding to the review. We can help with ways to get good Google reviews, and ways to deal with negative ones, so get in touch with us if you’d like help with that. Otherwise, the trick is: u Be good at what you do! u Ask for feedback. u Ask for reviews. u Thank patients for good ones. u For further information on Momentum Management, visit www. momentummanagement.com.au or call 1300 510 000 for details on short courses, Momentum’s Management Program, coaching packages, short courses, in-practice visits, or other ways in which Momentum can assist you. “