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“And you’re not experiencing any problems? No pain or other issues with those teeth?” Remember that since we’re discussing the asymptomatic patient, by definition, we know she’s not experiencing any issues with those teeth. Virtually 100 percent of the time, she’ll respond, “Why no, they’re just fine.” But now she’s concerned that you might just recommend that she replace the fillings — or worse, replace them with crowns. She’s waiting for the “other shoe to drop.” “Excellent. Glad to hear they’re comfortable. I’ve made a note in your chart. After we’ve completed your first phase of care …” (this is the first time I use the words “first phase”) “… at some point in the not- too-distant future, I’d like to have you back for a more complete and thorough evaluation of those back teeth, just to be sure we don’t miss anything important.” Although the concept and verbal skills are quite simple, it took me years to come up with them. But it was like flipping a switch. Turning on a lightbulb. Once I cut and polished this Gem, I was able to retain the vast majority of new patients from that day on.
be performing a phase II examination. Now here’s the ironic thing about all of this …
IT’S EXACTLY WHAT THEY TAUGHT US IN DENTAL SCHOOL!
Think back to dental school. Other than emergencies (abscesses, gross caries, etc.), for the majority of new patients, we were required to bring them through phase I perio prior to planning any major restorative care! Get them through phase I perio. Bring their periodontal health into great shape. Re-evaluate their perio health, and only then were we allowed to plan and perform crown and bridge restorative care. Stay tuned for Part III of this series when we discuss when to perform that first major restorative exam and how to gain maximum acceptance of your very best lifetime dentistry.
“Together we are dedicated to improving the health and longevity of 3,000,000 people, one smile at a time.”
P.S. Stay tuned for the next GoldMine UnderGround Team Training Toolkit video, Episode 054, “Maximum New Patient Retention, 20/20/20” to be released prior to Thanksgiving
I’ve made them aware (and I did make notes about it in their chart) that we’ve only planned a first phase of care, and that “down the road” we’ll
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