There is nothing quite like being in a busy practice and seeing the multitudes of patients that need chiropractic care. However, when hearing doctors and CA’s talking among themselves and to the patients about how busy they are, this lends a sense of urgency that co notates a negative response. Many of the descriptive terms or sentences that we use are summed up with subtle negativity.
Because words are so powerfully subconscious, it is imperative to use the right words when speaking with our patients.
When using the term “we are so busy,” it is just another way of relaying to the patient that you don’t have the necessary amount of time to give them the care they need. Or, I’m rushing to get things done and I will have to make time to check for my mistakes later. Just that one simple term, “we are so busy,” can close the front door to your office subconsciously.
Another term, “its slow today but it will pick up” really means that we are comfortable and developing a lower pace. What will happen if the pace picks up? We are setting ourselves up to expect less of the practice and ourselves, and when the practice does pick up, are you ready for the increase? Another question, why did the practice slow down in the first place? It slowed down due to a change of positions in the clinic or a lack of experience or training.
Change in responsibilities is a constant shift that should be monitored. Interaction between the doctor and staff to the patients will make them feel either good about coming in, or it will make them feel bad, as if you see them as a imposition or extra work to you or your staff. The patient needs to feel as though they are the center of attention. They need too feel this before, during, and after the visit to your office.
Then, there is the word “overwhelming.” Whether being used in a sentence or as a description, when I hear the word overwhelming, it means there is a multitasker in the office that has too many projects that are not getting done. These terms and phrases are danger signs and are indications that inside your practice there is either a need for training, removal of an employee, or a need for full time employees that have complete designated job duties.
Many words and terms are in play every day and it is important to recognize the ones that are poisoning the practice.
Now lets talk about some of the words or phrases that we can use in the practice to accentuate the morale and make it more fun. Change the word “busy” to exciting or fun, it will simply change the outlook of everyone that is in the office. When using excitement, it would make sense as well, to have some enthusiasm behind it. Play music in the office that is new or has a nice sound to it. XM radio gives you variety, there are several different channels to choose from so that you can set the mood in the practice. The use of happy, fun, even the overused word, awesome, should best define what your practice is about. All of the patients coming into your healing atmosphere should come out feeling not only better, but should have a smile on their face. Pace and momentum are built on what you say and how you say it and it must be conveyed that “No One Is Tired on the Day of Victory,” whatever that victory is.
Even though negative patients surround us, our practice has to be the last bastion of positive affirmation and excitement to assure there is always a positive experience for everyone. When this takes place, the patient has no choice but to be influenced by just coming into your clinic atmosphere. Using powerful words have a sense of healing. Words like confidence, intention, strength, faith, honesty, and many others, give the patient the feeling of confidence and that they have made the right choice by coming to your clinic.
Patients will reject a doctor or staff member that does not have a clear purpose for what they are doing. Two simple ways to insure success with patients is to have clarity in thought and speech. Look up various words that have great meaning and reestablish them into your vocabulary. Have a staff meeting to implement these words into your scripts and start manifesting these changes. Think of your own speech patterns and those that are on your team. Make sure what you are saying is exciting and make a special point to stay away from saying you are too busy, it just doesn’t sound healthy and it may chase patients away.
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Dr. Timothy J. Gay is a twenty-plus year veteran of Chiropractic health and wellness. Dr. Gay is the founder of Ultimate Practice, as well as a national speaker, an author, and has numerous CD and video products for the chiropractic profession. A highly respected and nationally recognized speaker, he holds many seminars around the country on a variety of topics. Dr. Gay can be reached at 1(866) 797-8366, or timothygaydc@ultimatepractice.com For more information on Ultimate Practice, visit their website at www.ultimatepractice.com.
