TEAM TIPS FOR CAs Planting seeds of confidence and respect
By Susan Hoy

Quite often, when new staff members are hired, they see themselves as a secretary or receptionist and do not fully understand their value and obligation. Unfortunately, the chiropractor often underestimates their value also.

Patients almost always judge the chiropractor by the professionalism of the staff. Patients assess the staff’s sincerity, ability, ethics, and professionalism during those first few minutes in our office, before even meeting the chiropractor.

Team spirit, belief in, and respect for one another are all essential to a successful practice. Each staff member has a responsibility to plant seeds of confidence and respect for the chiropractor and the chiropractic profession with patients.

When a staff member says something positive about the chiropractor to a patient, the message carries more weight than if the chiropractor had said the same thing. It is for that reason that you and your team members must learn to make statements that will plant seeds of confidence, respect, and credibility.

Here are some examples of scripts to use at appropriate times:

Situation: A potential new patient calls in response to an advertisement, insurance book, or phone book. This person does not know anything about the chiropractor.

Your response: “I want to give you confidence that you have called a reputable chiropractor. I have been working with Dr. Smith quite a while, and it is wonderful to see the results and the difference he makes in the health of our patients.”

Or, “Let me give you some information about Dr. Smith. She has been in practice for 15 years and has an excellent reputation throughout our area, both with patients and medical professionals.”

Situation: A new patient is waiting to see the chiropractor for the first time:

Your response: “Mrs. Jones, I can see that you are in some discomfort. I want you to know that you have chosen an excellent chiropractor. I have confidence that if this is a chiropractic problem, he will be able to help you. Patients who do what he says usually get great results.”

Or, “Our patients come from all over the area to get chiropractic care from Dr. Smith. She has an excellent reputation, and is extremely thorough and caring.”

Situation: A new patient is apprehensive about getting chiropractic care:

Your response: “Most people have the same concerns as you do. Dr. Smith uses many different techniques, and most of them are extremely gentle. Just let him know about your concerns.”

Or, “Most of our patients love getting adjusted. Instead of taking my word for it, just listen to their comments as they leave our office.”

(I have always felt that the patient needs to be prepared for chiropractic care. The power of suggestion is very powerful. Giving the patient information in advance concerning what to expect is a good way to plant seeds of confidence.)

Situation: A new patient does not know what to expect.

Your response: “Chiropractic care makes you feel better than you did when you thought you were feeling good.”

Or, “Our patients love coming to our office, because their health improves, and they feel cared for.”

Or, “Most people go to a chiropractor because they are in pain, but the real purpose of chiropractic is to keep you from getting that pain in the first place.”

Remember, patients are very perceptive. You have more power than you think. Your patients actually begin to formulate a positive attitude about chiropractic and about your chiropractor even before they meet him or her. Your confidence and belief will play a large role in that perception.

Susan Hoy is an award-winning team trainer and consultant. She presents training seminars for teams throughout the country and is the author of two team training manuals. The newest is entitled, Systemize Organize Simplify. Susan can be reached at 215-674-0130, suzzhoy@aol.com, or through her Web site at www.beefitup.net.