| Last week I spoke to the Greater St. Louis | | | | - "You'll be the next smile taken care of." |
| Dental Society. My session was filled with primarily | | | | - "I'll give you a chance to bite me in just a |
| hygienists, receptionists and chair-side | | | | minute."N - NEXT |
| assistants.We explored something I call The OING | | | | Inviting the next patient in line to enter the |
| Model.Oing represents four types of encounters | | | | office- "Are you ready for the best cleaning of |
| between employees and patients, each of which | | | | your life?" |
| is an opportunity to inject (no pun intended) a little | | | | - "Hurry or I'll start without you!" |
| more of your personality into each | | | | - "Come on in, your smile is waiting!" |
| encounter.About 160 people filled out index cards | | | | - "Get moving!" |
| with potential lines, expressions and greetings that | | | | - "Ready or not, here I come!" |
| were a bit more creative, fun, unique and of | | | | - "Did you draw straws?" |
| course, approachable. Many of these suggestions | | | | - "Did you flip a coin?" |
| are listed below, along with a brief description of | | | | - "Are you ready to rock and roll?" |
| each category. (Remember: not all of these are | | | | - "Come on down! You're the next contestant |
| gold. It's an exercise in creativity that brainstorms | | | | at..." |
| ideas to make your patients feel more | | | | - "Let's get this party started!" |
| comfortable in a more unforgettable | | | | - "My superpowers have been recharged: I'm |
| environment.)O - OPENER | | | | ready for you now!"G - GOOBYE |
| Answering the phone in the office, possibly | | | | As patients exit the office, you give them a |
| greeting a walk-in- "This is Beth, I'm here to help..." | | | | lasting impression- "Don't forget to scrub them |
| - "Smiles are our business, how can we make | | | | bugs away!" |
| them yours?" | | | | - "We'll see you in 6 months or 6,000 smiles!" |
| - "Good morning, and how can we help your child | | | | - "Power to the Plaque Miester!" |
| smile today?" | | | | - "I'm so glad you got to see me!" |
| - "You have the pleasure of talking to Rena..." | | | | - "See ya later alligator!" |
| - "Lovely morning to ya!" | | | | - "Alright, I'm finished picking on you."LET ME |
| - "World's greatest dental office..." | | | | ASK YA THIS... |
| - "This is your hunting dentist..." | | | | Do you OING?LET ME SUGGEST THIS... |
| - "Damn we're good, when do you want to | | | | Brainstorm five new ideas for each of the four |
| come in?" | | | | encounters with your staff. Try them out, then |
| - "Hello, flash us your smile..."I - IN A MINUTE | | | | call me in the morning ;)© 2006 All Rights |
| Telling a patient you'll be right with them during a | | | | Reserved.Scott Ginsberg, aka "The Nametag |
| busy time- "I've lost my mind - you can help me | | | | Guy," is the author of three books and a |
| find it in just a sec..." | | | | professional speaker who helps people maximize |
| - "OK, give me two seconds. Start | | | | approachability, become unforgettable and make a |
| counting...NOW!" | | | | name for themselves. |
| - "I'll be with you as soon as I catch this kid..." | | | | |