Put a Spin on it!

When we hear the term “spin” it generally conjures up images of politicians putting on a good face for their campaigns, but spin should apply to dental offices as well. An example that requires spin, happens when we’re so busy we can’t get patients in for five to six weeks. It’s a great problem to have, but it needs to be handled very delicately with patients.  I recently heard one of our front office staff say “we’re so busy next week, I just have no space for you.” While this certainly was an accurate statement, it definitely could have used a little spin to make the patient a bit happier. The better version might have been, “we have nothing open next week at the moment, but I will put you on our call list if someone cancels. Dr. Jones really is busy……but it doesn’t surprise me…..he’s such a great dentist!” Now the patient has the best possibility you could offer and is complimenting themselves for having chosen a really good dentist. How it lands is all in how you spin it.