Don't Let This Moment of Opportunity Slip Away

When a patient thanks you after a visit, what do you do?

People are often confused when I ask that question. What is there to do? You say something like "you're welcome" or "my pleasure," and the patient is on their way.

This is one of those little moments of opportunity we let slip way, either because we're uncomfortable accepting praise or because of "situational inertia." It's a moment that comes and goes many times and you're so deep into your routines, you don't even see them as opportunities to interact.

The next time a patient thanks you and tells you how happy they are with their experience in your practice, don't just give an automatic modest reply. Take that instance and make it a moment worth remembering. Stop and smile, look them in the eyes and enthusiastically accept their thanks. Tell them how delighted you are that they are pleased and how much you enjoy being able to provide care for their smile.

In other words, show them that the thank you means something to you. By doing that, you're also amplifying the significance of their words in the patient's mind, which makes them feel even better about the experience.

Watch for these little moments – in all your relationships in and out of the practice – and try to seize them whenever you find them. It is a simple and effective way to increase your level of engagement with life.