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The "Total Immersion" course:

May 28-29, 2009 - Dallas, TX

September 17-18, 2009 - Chicago, IL

November 12-13, 2009 - Atlanta, GA

February 25-26, 2010 - San Jose, CA

April 8-9, 2010 - Louisville, KY

May 13-14, 2010 - New York, NY

June 10-11, 2010 - Dallas, TX

September 16-17, 2010 - Chicago, IL

November 11-12, 2010 - Las Vegas, NV


Leading a TOP Team:

October 2, 2009


ToPS Half Time Planning Round Table:

July 10, 2009
Dallas, Texas


ToPS Annual Planning Round Table:

December 4, 2009
Dallas, Texas
Greetings -

What do you say when the patient says, “I want to think about it?”  Take a quick poll around the office this week and see who has the best response to that patient objection.  And then compare your answers to the ToPS response to “I want to think about it” that can be found on the ToPS weekly blog at www.TotalPatientService.BlogSpot.com. 

Every day you get objections from your patients.  They range from “I can’t afford it” to “I want to talk to my spouse about it.”  Unless you have made a concerted effort as a team to work on good responses to these objections, they go largely unaddressed and the opportunity slips away. 

Everything we do at the Total Patient Service Institute works to create consistent, effective responses to these common occurrences.  The result?  Higher case acceptance and happier patients. 

The ToPS “Total Immersion” course is a great place to start building a Total Patient Service case presentation foundation.  There is just as much to learn and do in the area of case presentation and case acceptance as there is in the clinical side of the dentistry.  It takes daily effort and a strong base built in the fundamental natural laws of human behavior, not a grab bag of slick verbal skills that can come across as pushy and insincere.

Make sure to look at the “Total Immersion” courses for 2009 as well as the new course dates and locations just announced for 2010 at www.TotalPatientService.com.  It is a “required course” for any team that wants to go to the ToP.

Have a great week as you conclude your morning huddle and begin each workday with one of the following morning huddle action thoughts. 

Morning Huddle Action Thoughts

May 25
Thought:  He who learns but does not think, is lost.  He who thinks but does not learn, is in great danger.  Confuscius

Action:   Put Confuscius to the test.  Think of something that will improve the practice.  That’s the thinking process.  Let the team examine, it, critique it, improve it.  That’s the learning process.


May 26
Thought:  Someone knows nearly everything you want to know.  Steve Anderson

Action:  Find the “someone” and ASK.   The person being asked will be anxious to impart his/her knowledge and there is no reason to learn things the hard way. 


,May 27
Thought:  Politeness is to human nature as warmth is to wax.  Schopenhauer

Action:  Today is a good day to “wax strong” in politeness.  It is easy to get into the habit of just following routine.  Today try to be more solicitous of patients and everyone.  Politeness is even more important than strict routine.


May 28
Thought:  The end of all knowledge should be in virtuous action.    Sir Philip Sidney

Action:  Examine yourself today.  Ask if there is something you know you should do but just haven’t gotten to doing it.  Do it now or you may soon discover the opportunity has passed.  


May 29
Thought:  Harmony deepens when everyone is aligned 100% towards a common goal.
Steve Anderson

Action:  Invite every dental team member to express his/her goals personally and for the practice.  Come to a unified goal for the practice that deals with the needs and wants of the dental team members.   The patients will notice this unity and it will pay off in both income and job satisfaction.                 



Make It Happen!

Steven J. Anderson
Founder and President
Total Patient Service Institute
http://www.totalpatientservice.com/
877 399 8677


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