Lesson #2: CORE Lesson #2 – Revisit Patient Goals
About This Lesson
Instructions coming soon..
- Make sure you review previous appointment and see if they had any questions before moving through this appointment.
- Review their initial goals, the 3 truths, and if there is any modification that needs to be made to their goals (they usually expand their goals after that initial appointment, they ask more questions).
- Outline exactly what this appointment is about. Be transparent.
Hello, welcome back everybody. This is Dr Steve Schluentz, and we are gonna get into a Number Six The Possibility Session in a little bit more detail in this video. If you remember what we talked about in the last video, we understand the why, what we're doing, giving direction, and this is going to be the first step in the Possibility Session.
This is revisiting patients' initial goals, those three truths, those three universal wants that we talked about. I find this to be very, very important. There's two simple concepts that you have to understand. If you remember these two concepts, it will make your life so much easier. Whenever you have any appointment, any appointment, if it's the second appointment and beyond, you do two things. One is, review what you talked about at the last appointment and then two, you set a concrete plan for what this new appointment is going to be all about.
You lay out the foundation. You say Mrs. Jones, I just want to talk a little bit about what we talked about at the last appointment. We'll see if you had any questions on that, and in this appointment, this is what we hope to achieve. Lay out the intentions. Be very, very purposeful and make sure that the patient understands what it is you're trying to do at this appointment. I can't stress this enough and I've seen a lot of dentists, they don't do this. They just immediately start talking about something. You've got to review, and then lay out, and then go. Right. So this, this part is all about revisiting patients' initial goals. The three truths. Okay.
The first thing that I do during the session is to review our last appointment and ask if they had any questions. This is fundamentally important. Hey Mrs. Jones, we talked about some things at the interview, or the guided tour, or whatever it was for you at the last appointment. I just wanted to reiterate what we talked about, and did you have any questions? I know you go home and you might think of some questions that you wanted to ask me. Now's a great time to do it before we go any further. Okay.
Once she's done with that, then I say from there I'm reviewing those goals. You know, we talked about those three things that most of our patients wanted, and we went over those things. Did you think of anything else, as you were at home, that maybe you want that you didn't tell me about, or maybe you were thinking about? I guarantee you they thought of something. Okay.
Then from there you're going to lay out how the possibility session is structured. Now if you go to those PowerPoint slides that I gave you, there's a thing of what the possibility session is all about. Basically it comes down to a few things. One is, I don't make financial guesses as to what you can and can't afford. All I'm doing is painting a picture between health and disease, and where you're at in this process. Then three, giving you choices as to what we can do together over your lifetime here in this practice to achieve the level of health you want to achieve. That's the point of this Possibility Session.
You don't have to over complicate things, but you do have to lay out the process for them. I encourage you to go back through what it is that I created for you and really look at that and study it. We are co-creating a plan here. Okay? Now the plan that we create at the Possibility Session may not be their complete plan, in fact, it probably will not be. As I talked about in the last video, if they are like, I'm ready to do everything, let's do this, I my red flag goes up like Whoa, Whoa, hold on a sec. Right? That usually is not a good sign. So I want to slow this process down, make sure they truly understand health, disease, where they're at, and they make a decision to be healthy. And then from there we start the plan.
Now it might not be comprehensive, it might only be the perio aspect of it. It may just be perio and decay, but you're co-creating something here. Then once you create a concrete plan, then you come in through treatment planning. So this is very important. You have to slow down to speed up. I encourage you to really go through this and think about in your Possibility appointment, am I going too fast? Am I throwing too much at a patient? Is there any concrete plan? Once we get an initial agreement, we're going to talk more about this in future videos, but I found that most dentists, once they go and lay this whole thing out, they have no call to action, and it's very awkward.
I do one on one coaching with clients and when I watched their videos with patients, I realized this is a major problem because you're not asking them to do anything and think of it this way. It's like when you watch people on Facebook and try to create engagement on Facebook. If you say, what do you guys think? Leave a comment. What do you guys think? You'll never get a comment on that. But if you say comment yes, if you like this, yes, yes, yes, yes, yes. You gave them a very concrete plan and then they implemented it. You want to be thinking the same way about your patients. You have to lay it out in steps that they can understand and that's why ... You remember when I first talked about small goals first, big goals later, that's why you've got to get some buy-in and some commitment.
Even when I work with clients, how I do my coaching, you guys are in Dental Sales Secrets. That's kind of the prerequisite. I don't work one-on-one with clients that haven't done Dental Sales Secrets because there's no foundation at which we can go from.
So this is very important. Slow down to speed up, build some mutual trust, help them understand the process, and then from there you can go further. The action steps in this video is,, make sure you have a previous review, previous appointment and see if they had any questions before moving through this. This is vital.
Take a step back, ask them, review what you did last time. Ask them if they have any questions, and then at the end of it, say, may I provide you some of ... Mrs. Jones, can I tell you what we're going to be doing for this appointment and what I hope to accomplish from this appointment? Ask for permission, very important. Then you're going to review their initial goals, the three truths, and if there's any modification that needs to be made to their goals. As I said before, they usually expand on their goals. After that initial appointment, they might ask more questions, they might be more engaged. These are all great, great things. Okay?
Then your third action step is outlined exactly what this appointment is about. You have to be transparent here. If you review, ask for questions, ask for permission to lay out the next step, lay out the next step, and then at the end of it. The rest of these videos are going to be about getting a commitment to health. Those are the things you're trying to accomplish at this possibility session. Simplify the process guys. Don't make this overly complicated and you will be amazed at how much faster you get your results.