One: First Impression

Dental World Second Supplement

How to prove you’re good before you even start

Take a breath, relax your head, neck and shoulders, and smile before you enter the reception area. Radiate positivity. You’re a good hygienist. This is going to go well. Make good eye contact. Warmly and calmly call patient by their first name.

Your expression and affect, your “energy” is a convincing indicator of how good of an office this is, how good of a hygienist you are, and how good of a visit this will be. In the mind of the patient, a calm and pleasant demeanor convincingly communicates competence.

Patients only have so much to go on. They have to make some basic assumptions. The assumptions they make automatically, whether they want to or not, strongly influence the way they will experience their treatment today.

Let’s practice making some of those basic assumptions.

Imagine you’re a patient waiting in the waiting room. You see two hygienists walk up. One appears sullen and rushed. The other is smiling and seems focused only on greeting you. One will be treating you today.

Which one has been overwhelmed by their work? Which one is on top of it? Which one has been making people smile today? Which one has been frazzled by difficulties?

Now, considering this, which one do you hope will work on you?

To Patients, Your Apparent Mood or “Energy” Is a Preview of Your Ability to Function

That first impression, your initial presentation, is a great way to communicate a sense of your abilities. A calm air of professional poise is reassuring and authoritative. It tells the patient that you can handle everything with ease–that nothing stressful, dangerous, or upsetting happens on your watch.

You’re good at what you do. Why not get credit it for it from each and every patient?

Patients don’t understand oral hygiene well enough to understand how good you are in clinical terms.

They need more obvious, human cues to make that judgement.

Think about the moment when you first see the patient:

A talented hygienist is about to take great care of this person. It’s what you do all day! Project that! It’s the only way they’ll know how good you are.

There’s no sense in underselling yourself. The best you’ll get from a patient who doesn’t expect much is a sense of relief that you weren’t as bad as you looked.

Don’t sell yourself short! Don’t make the patient sweat it! Smile! Be sincerely warm and pleasant! It’s easier!

It’s better!