3 Positive Response Rule/Follow Up Questioning

  • When a patient asks about a procedure, respond with 3 positive things about that procedure. Do not give just a yes or no answer. Make sure that your answer satisfies the question, β€œWhat’s good about it?”

Lame and boring. πŸ™

Patient: Do do teeth whitening?
Dental Team Member: Yes.


And now here’s a way to answer the question that brings value to the procedure by saying 3 positive things about it! πŸ™‚

Patient: Do do teeth whitening?
Dental Team Member: Yes! We use a great take home teeth whitening system that is easy to use, you can start to see results in a few days, and you can do it all in the comfort of your own home.

Here’s a non-productive way to answer the question. πŸ™

Patient: Do you offer Invisalign?
Dental Team Member: Yes.Β 


And now here’s a way to answer the question that brings value to the procedure by saying 3 positive things about it! πŸ™‚

Patient: Do you offer Invisalign?
Dental Team Member: We do a lot of Invisalign. Patients love it because we can scan digitally without taking messy impressions, the trays are removable, and your smile can be transformed in about a year!

This team member does not care about promoting the practice. πŸ™

Patient: Does the doctor do crowns?
Dental Team Member: Yes.


But this team member wants the practice to succeed for a long time! πŸ™‚

Patient: Does the doctor do crowns?
Dental Team Member: Yes! We have the technology to do same day crowns so you only have to get numb once, you can watch your crown being made right here in the office, and you can leave with the final crown in the same day!Β 

  • Let’s take the 3 Positive Response Rule one step further. When a patient asks a question, keep in mind that he/she might not be communicating an exact need to you. It is up to the dental team to recognize that the patient may have more on his/her mind than he/she is actually saying. Draw it out from them, and then take charge of the conversation. By simply answering yes, the conversation comes to a halt. The patient isn’t asking about Invisalign to just know if you offer that service, the patient is asking because he/she is INTERESTED in that service. Responding with additional questions can help guide the patients into a conversation that they may have had trouble communicating on their own. By following up the 3 Positive Response Rule with a Follow Up Question, we are keeping the conversation open and moving in a positive and value filled direction.

Lame and boring. πŸ™

Patient: Do do teeth whitening?
Dental Team Member: Yes.


Watch how this team member will move from the 3 Positive Response Rule right into Follow Up Questioning. πŸ™‚

Patient: Do do teeth whitening?
Dental Team Member: Yes! We use a great take home teeth whitening system that is easy to use, you can start to see results in a few days, and you can do it all in the comfort of your own home.Β When can we start brightening your smile?

This does not express any practice value to the patient.

Patient: Do you see kids?
Dental Team Member: Yes.


Watch how this team member will move from the 3 Positive Response Rule right into Follow Up Questioning. πŸ™‚

Patient: Do you see kids?
Dental Team Member: Yes! We love seeing kids! We love to help them see that the dentist can be fun, that visits are easy, and of course we love to shower them with prizes at the end. How many little ones can we get scheduled for you today?

Practice Killer. πŸ™

Patient: Do do Invisalign
Dental Team Member: Yes.


Watch how this team member will move from the 3 Positive Response Rule right into Follow Up Questioning. πŸ™‚

Patient: Do you offer Invisalign?
Dental Team Member: We do a lot of Invisalign. Patients love it because we can scan digitally, without taking messy impressions, the trays are removable, and your smile can be transformed in about a year. May I show you some before and after photos of some of our results?

  • Did you see how the dental team member responded with 3 positive things and then followed up with a strong follow up question that is guiding the patient towards the next step? A team member should be keenly aware of how he/ she is responding to patients. Those responses will directly impact the growth and development, or lack thereof, of a practice.