WHAT DO YOUR PATIENTS SAY ABOUT YOU?

Your patients say either good things, bad things or nothing about you. If you see an above –average number of new referrals, they are probably saying good things about you. The top ten things patients like to discuss about you are:

1. How well they like you. The number one statement that builds your practice: “I really like her!”

2. How “ good “ you are (based more on you confidence than your expertise). The number-two statement: “He knows what he’s doing.” “She’s really good.”

3. The stories you tell (see below).

4. What you did (test, procedures) depending on how well they understand what you did.

5. How they feel as a result of your care.

6. How well they like your staff.

7. If you or your staff made any mistakes.

8. Any accomplishments you gave them. “He said he liked my new shoes.”

9. The financial arrangements (especially between spouse).

10. Personal information they learned about you or your staff.

Patients might act interested about your political views or your receptionist’s health problems, but they don’t pass it on.

Being likeable and confident are vital for patients referrals. You can always improve this qualities.

Your story telling is the next key point. Patients love to repeat stories. The more stories you tell, the most often patients will repeat them the more new patients you can expect.

FIVE KEYS TO TELLING STORIES Everyone is captivated by television, movies and books because of stories.

The more dramatic, the better. Stories give life to facts. People remember stories better than information.

For example, what do you remember about the last seminar you attended?

Do you remember any stories? You can illustrate anything with a story. For example, you want the patient to follow your advice. “One of my patients was determined to use herbs and vitamins to fix this problem.

She tried alfalfa tea, beta carotene, calcium wafers and more. Nothing worked. Her condition got so bad she had to go to a specialist.

At her next exam she smiled and then punched me in the arm for not making her follow my advice.” Stories are very powerful with children. For example, a terrified child often calms down when you say, “Jamie, would you like to hear a story about my magic equipment?” To tell a good story, remember this five tips.

1. The joy of a story is the route, not the destination. Take your time and cover the essentials facts.

2. Use details to paint a picture. Example: “ So after complaining about our prices, he drove away in his fancy car.” Better example: “ He chewed out Martha about his $20 Co-payment and then drove off in his $65,000 Cadillac SeVille.”

3. Watch your words. Patients are confused and not impressed by million-dollars words of complex ideas. “ When I used this little plastic tube, he felt much better.”

4. The stories to relax patients. Nervous patients calm down when you ell a quick personal story. “You live up north, right? I rode my bike up there one summer and found this incredible restaurant…”

5. Fresh stories are unnecessary. Even if your assistant are sick and tired of the same stories, make the 100th telling as interesting as the first. “My mother needed the same procedure you need. She was really worried about…”

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