I once asked a favorite mentor what one piece of advice he could give me about dentistry. After thinking about the question for a few moments he pulled a two-dollar bill out of his wallet and wrote “Ask—Listen”. I was disappointed that this great sage didn’t have something much more profound to tell me!
Over the years, though, this has become a treasured reminder of that most basic human need—to be heard and acknowledged. When I am talking, there is little chance that I am learning about the person who is listening. When I listen, people will tell me their diagnosis and how they would like to be treated.
How would your practice be different if every patient who left the office today could say, “Wow, they really listened and heard what I was saying”? People who feel heard are more likely to trust those who heard them. If your patients feel trust, you have earned the right to begin to speak. Once I earn that right, my case acceptance will rise dramatically.
