This past weekend, we hosted our Conference of Champions and it was exactly that. I’m still a little in awe of just how incredible it was. The teams that were represented made it the single most powerful and effective event we have ever done. I’ve never been so inundated with positive feedback; and that’s saying a lot because our events are always memorable.
So, a big shout out to all who were there and really brought their A Games to make this Conference count. One of the topics discussed was Handoffs. I don’t like the term ‘handoff’ because I think it just doesn’t convey the significance of what is being done. It’s not like a football shoved into the running backs gut by the quarterback or even the baton being passed in a relay race. None the less, I use the term but have evolved the concept of a Handoff to what I call “the triangle of trust” and of course everyone reading this knows exactly what I mean by that.
Here are some of the key points and takeaways from the conference that really lead to effective triangles of trust / handoffs when you are moving from one team member to another (or to or from the doctor).
3 Things Must Happen…
1. Show that you listened to the patient (repeat, rephrase, make eye contact, be direct and confidence), use the patients’ names and be transparent.
2. Further build the significance, importance and urgency of the visit’s purpose (treatment that is going to be required, goals or long term consequences of inaction); it should be conveyed and transferred seamlessly in a progressive manner to the next team member who is taking over.
3. Be assumptive in all ways and words. The patients want to feel your confidence as you continue assuming that the patient is going to proceed with optimal care and to follow-through on what they have agreed to so far.
I can’t emphasize these three things over and above just transferring ‘information’, chart notes, diagnosis, treatment next steps, personal information and so on and so forth.
Each of these builds the three things that matter most in case acceptance…
Trust.
Belief.
Confidence.
Trust comes from transparency and authenticity. And that is demonstrated by showing that you listened. You restate the patients’ personal comments, then their goals (and/or problems depending on the context) and the patients’ ‘why’ for their desired outcome.
Belief comes from illustrative proof and engagement in pictures then conveyed in words through the triangle of trust to the next person involved – this drives urgency.
Confidence is critical because a confident patient comes from a confident diagnosis and that leads to an investment from the patient. The fastest way to create confidence is to be certain and assumptive that the person you are involved with is going to do what you are recommending.
Throughout this process you must focus on keeping the patient engaged and cultivating deeper and deeper emotional connection to the patient.
In case you missed it …and this is your last chance… I just released a high powered very advanced ‘how to build (and get case acceptance) on bigger cases’ that results in you doing more life changing dentistry.
It’s worthy of your detailed and in-depth study. It will bring to life the structure of the triangles of trust and handoffs that happen, not just before during and after the clinical experience but all throughout the entire patient experience.
You can find it here – On-Demand Training >>>
Until then, I will give you one last piece of advice on this topic – there is only one way to master it and that’s practice and role play with each other so you can learn the proper verbiage, timing, nuances of each person and each circumstance.
That’s what great teams do and perhaps there is no more important thing to practice and role play than this right here because patients and treatment; trust and belief; and case acceptance and confidence are all lost in between each step in the patient experience.
So, get to work. Structure a plan to improve while embracing these critical success keys to the triangles and handoffs.
And study my training on getting acceptance on bigger cases – then next week, a big surprise is coming your way!
Access the On-Demand Training Now >>>
