Music
Calm
No Lyrics
‘Spa’ type playlist
Smell
Always a good idea to have a nice smelling room
– Candle
– Diffuser
Door
Closed
Mask
Not on when talking, because it can be hard to understand. If you have to wear it when speaking, speak clearly and loud
Photos
Try and keep it light, maybe get assistant to help with the vibe. Let them know this might be difficult but you’ll guide them through. Let them know they are photos only for you and them. Between pictures you can also chat about social hx. Idea: preface the photos by saying that “you will want to see these photos to you look back on them at the end of your treatment, and for some people, you may be in a position to want help someone else by allowing us to share your pictures on social media”
Examination
Use layman terms, preface the exam part by telling them they don’t need to listen to this part because anything that’s important will be covered in the end. Only focus on the things that are relevant to their cosmetic consult. Mention general tx only if it is really important stuff ie large decay, and say it in layman’s terms
Speech
Slow it down. Especially during the options, so they can digest and process. Talk about the option, then ask if there are any questions about that option before moving on. If you are going to talk about the PODs, make sure you emphasise it and give a pause to allow them to process it.
60:40 conversation: 60% of the dialogue should be the patient talking. If there is too much talking at them, it can be overwhelming. If you have a patient who doesn’t speak a lot, then you need to ask the right questions
Questions
The questions have to be based on what they say. Dig deeper into what they say ie what specifically about the pain, how was it managed etc. ‘Probing technique’
Body Language
Always remain calm, be upright, forward slightly, engaging. Have your seats set in a slightly v shape. Also, the paper is for the patient so leave it more towards them. Maybe tilt the screen towards them. Tip – point at the computer screen with your hand that is not between you and the pt. Also, have patient’s back to the door when going through options.
Discovery Sheet
Have it closer towards them, keep details minimal on the sheet, if you are writing on the sheet you can be quiet at the same time (silence is ok)
Filler words: don’t say “um” “ah” etc. You don’t sound like an expert. Replace with a pause of silence
Before and After Pictures
If they would like to see examples of before and after when discussed options, use before/after photos that are similar to their teeth, good idea to have a portfolio of cases that are similar ready to go. Reuben and May suggest @dbsmiles and the website, which has the extra benefit that they can follow those pages. Tell them to send in pictures of teeth they like after the consult
‘Trimming Teeth’ Word Track
“We do have to slightly polish the tooth back. The reason is because if we put something on top of your tooth, they will be sticking out too much and that doesn’t look good. A veneer is only 0.3-0.5mm thick and that’s all I need to polish back, and I’ll be replacing it with something very durable.” Crowded case show them the occlusal shot of crowded teeth and mention that “this area here needs slightly extra polishing back”. If they ask about seeing prepped teeth photos show them a model of prepped teeth, less ‘scary’ than a picture.
Getting In The Zone
This is 100% necessary so you can bring full energy for each consult
Take a deep breath and say to yourself “I am going to provide the next patient the best smile that they can afford”
Between consults you need to ‘reset’
4-7-8, inhale 4, hold 7, exhale 8 seconds
Repeat a few times, do the counting so you are completely present in your mind
Keep hydrated
