5 Forbidden Phrases to Avoid In Your Dental Office

Don’t Let This Happen to You

Sometimes, the most costly business mistakes can happen in only a few seconds upon meeting a new business contact. Here are five forbidden phrases to avoid in your dental office..

Forbidden Phrase #1:

“I don’t know.”

There is no need to ever utter these words. If you don’t know, find out. Usually, there isn’t anything you can’t find out outside of sensitive and financial information. Instead, say: “Gee, that’s a good question. Let me check into that.”

Forbidden Phrase #2:

“I can’t do ‘that”.

This one is guaranteed to get your customer’s blood boiling. Instead, say: “Boy, that’s a tough one. Let’s see what we can do.” Then find an alternative solution.

Forbidden Phrase #3:

“You’ll have to.”

Wrong. The only thing that a caller has to do is die and pay taxes. Instead: Use phrases such as ”You’ll need to,” or “Here’s how we can help with that,” or “The next time that happens, here’s what you can do.”

Forbidden Phrase #4:

“Hang on a second. I’ll be right back.”

If you’ve ever said that to a caller, you’ve lied. Not a big lie, but nevertheless, an unnecessary lie. Instead: Watch what happens when you tell the truth, “It may take me a minute to get that information. Are you able to hold while I check?”

Forbidden Phrase #5:

“No” at the beginning of a sentence. 

The word “no” is useless and conveys total rejection. Most sentences are grammatically correct without the word. Instead: Turn every answer into a positive response. “We aren’t able to refund your money, but we can replace the product at no charge.”