Nearly a decade ago, I worked in a dental practice for almost 2 years. I recall the unique experience of teaching the team basic sales verbal skills. I was shocked at how the dental team was repulsed by the word “sell”. To navigate this roadblock, I came up with a presentation titled: “Communicating with Confidence and Concern”.
The entire 90-minute presentation involved examples of communication I had witnessed. I boldly quoted team members and doctors and explained how their words were likely interpreted by the general public (patients).
The 3 C’s approach (Communicating with Confidence and Concern) was implemented and things began to change. Not only did sales become a focus, but the commitment to the patient’s needs and desires rose to the forefront. The team learned how to endorse and support each other, creating a very high level of trust with the patient, which was very much deserved.
In sales, we’re always dealing with a transfer of emotion. Whether you are “selling” the patient on the importance of his oral health or he is “selling” you on the importance of his money, selling is taking place. Simply put, selling is the transfer of emotion. If your team does not communicate with confidence AND concern, they are missing out on an opportunity to enrich the lives of your patients.