Last week I spoke to the Greater St. Louis Dental Society. My session was filled with primarily hygienists, receptionists and chair-side assistants.
We explored something I call The OING Model.
OING represents four types of encounters between employees and patients, each of which is an opportunity to inject (no pun intended) a little more of your personality into each encounter.
About 160 people filled out index cards with potential lines, expressions and greetings that were a bit more creative, fun, unique and of course, approachable. Many of these suggestions are listed below, along with a brief description of each category. (Remember: not all of these are gold. It’s an exercise in creativity that brainstorms ideas to make your patients feel more comfortable in a more unforgettable environment.)
O – OPENER
Answering the phone in the office, possibly greeting a walk-in
• ‘This is Beth, I’m here to help…’
• ‘Smiles are our business, how can we make them yours?’
• ‘Good morning, and how can we help your child smile today?’
• ‘You have the pleasure of talking to Rena…’
• ‘Lovely morning to ya!’
• ‘World’s greatest dental office…’
• ‘This is your hunting dentist…’
• ‘Damn we’re good, when do you want to come in?’
• ‘Hello, flash us your smile…’
I – IN A MINUTE
Telling a patient you’ll be right with them during a busy time
• ‘I’ve lost my mind – you can help me find it in just a sec…’
• ‘OK, give me two seconds. Start counting…NOW!’
• ‘I’ll be with you as soon as I catch this kid…’
• ‘You’ll be the next smile taken care of.’
• ‘I’ll give you a chance to bite me in just a minute.’
N – NEXT
Inviting the next patient in line to enter the office
• ‘Are you ready for the best cleaning of your life?’
• ‘Hurry or I’ll start without you!’
• ‘Come on in, your smile is waiting!’
• ‘Get moving!’
• ‘Ready or not, here I come!’
• ‘Did you draw straws?’
• ‘Did you flip a coin?’
• ‘Are you ready to rock and roll?’
• ‘Come on down! You’re the next contestant at…’
• ‘Let’s get this party started!’
• ‘My superpowers have been recharged: I’m ready for you now!’
G – GOODBYE
As patients exit the office, you give them a lasting impression
• ‘Don’t forget to scrub them bugs away!’
• ‘We’ll see you in 6 months or 6,000 smiles!’
• ‘Power to the Plaque Miester!’
• ‘I’m so glad you got to see me!’
• ‘See ya later alligator!’
• ‘Alright, I’m finished picking on you.’
LET ME ASK YA THIS…
Do you OING?
