The Power of Active Listening in Dentistry: A Deep Dive with Genevieve Poppy

Fearless Dentistry Podcast with Dr. John Gordon

Picture this: You're at the helm of a thriving dental practice, with a dedicated team and a steady influx of new patients. But was it always this smooth? Probably not. Many dental practices struggle with one critical aspect - communication. That's why we've invited Genevieve Poppy, a dental practice management expert, to guide us through the labyrinth of effective communication in dentistry.
Genevieve serves us a dose of hard truth - your practice is only as good as your communication. And it starts with your front-line staff. They're not just receptionists; they're the ambassadors of your practice. Genevieve shares how she turned a routine patient call into a $6,000 gain simply through curiosity and understanding. However, it's not just about the new patients. It's about maintaining that relationship, and that's where vulnerability comes into play. Navigating through the delicate balance of vulnerability and professionalism, we realize that scripts may not always be the answer. It's about being authentic, being present, and truly listening to what the patient has to say.
But it doesn't end there. Genevieve and I delve into active listening and its role in new patient calls. What's the one thing that can ruin it all? Multitasking. While it might seem like an efficient way to handle things, it's detrimental to the patient experience. We also explore the art of building rapport, ensuring it's not just one-sided but mutually beneficial.
As we wrap up, Genevieve leaves us with a crucial piece of advice - accountability. It's the backbone of any system, and without it, even the best-laid plans can crumble. So, join us as we journey through the maze of communication in dentistry and come out stronger on the other side.
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