Two: Crossing the Threshold

The Dental World

It’s small, but important: meet the patient in the waiting room, across whatever visual cue represents the “line” between reception and the clinical part of the building.

That’s the line between The Normal World and The Dental World. Cross that line and meet them in their world, and cross back with them into yours.

It’s a subtle but powerful gesture that communicates your role as a caring guide.

The strangeness is most vivid in the moments where the patient is transitioning between the normal world and the Dental World. As they cross from reception into the clinical area, and as they are walking to the operatory, the patient’s nerves become more active as they try to get sense of their environment. They form their expectations about what kind of place this is, what kind of people work here (including you), and what will happen here. Don’t let their imagination run wild on its own. Give them something positive to focus on. Be there with them and begin your small talk.