I’M GLAD YOU’RE HERE!

The other evening, my wife and I decided to try out a neighborhood restaurant for the very first time. Once we were seated, our young waiter greeted us and enthusiastically questioned if we had visited the restaurant before. He then stated, “I’m really glad you decided to try our restaurant tonight. I know you’re going to love it!” Even though we were aware that this young man probably used this greeting routinely with his customers, we got the feeling that he was genuinely pleased that we were dining at his restaurant tonight. Further, when we questioned him about some of the dishes on the menu, he proudly bragged about the quality of the food offerings.This waiter’s positive attitude had a lot to do with us having a wonderful dining experience. This young man understood the two most important messages that he could have possibly communicated to us that evening.

He was genuinely happy that we selected his restaurant.
He was proud of the quality and taste of the food offered.
When you and your team members interact with your dental patients, do you routinely convey these two messages? At every visit, can your patients tell that you and your team are glad that they chose your office for their care? Does your team brag about the dentistry you perform and the skills of the other team members in your office? If not, you should learn a lesson from the young waiter in Atlanta, and communicate this to all your patients.

Dr. Mike Goldstein
Goldstein Management