It’s so much easier to tell the truth than it is to pander to people. I use this example all the time. It’s not unique to me, as its a famous statement about leading people. This should help you learn what it takes to get people to follow instructions and guidelines when you know one choice is better for them.
Most people will get away with anything you let them get away with. They will get away if you let them make insurance decisions, if you let them be cheap about their health, if you let them disrespect your time, if you let them try to play doctor, if you let them show up late for appointments or if you let them skip out of paying their bills and everything else.
This really is all about conditioning.
This is much easier than parenting, of course. Yet, your children get to make up their own minds as they get older. Your job as a parent is to make sure they have the knowledge to make good healthy decisions about obvious things and then to become independent, contributing adults.
The point is: when kids do things other than what you want them to do, they are still your kids. When patients do that, they don’t have to remain your patients.
Think about it. Every patient behavior in your practice is your fault. After a few “do whatever they wants” it becomes a culture of acceptance where you and your team become complacent with controlling them and maintaining order.
Here’s the good news: learning to be a tough but loving parent shows true concern and care; it shows authority and confidence; it comes across genuine and authentic.
It is the way to win with your patients if your goal is to get them healthy, ensure that they pay for your skills and time, and appreciate the benefits they are and will receive.
I gave a vivid and detailed example on Friday about how NOT being a loving parent on the phone can destroy your patient quality and expectations. It really can cost you a lot of new patients you’ll never know about.
Once inside though…
You are responsible to hold the patients feet to the fire. To help them set goals, elevate their own expectations for health, follow your guidance and accept your treatment.
Practice overcoming patient objections, dealing with trivial questions and handling negative attitudes to make sure everyone in on the same page.
Make sure you stay confident by always bringing it back to benefits, consequences and your commitment to them.
Discuss this as a team and determine where you feel you lose ground, give up positioning, let patients off the hook and otherwise undo what you work so hard to create.
This is meaningful stuff here. Every point of engagement with every patient comes down to this in order to compel them to take the healthy action in the right way.
