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The Value of First Impressions

As I watched and listened to Dr. Rick Jacobi speaking at A.T. Stills a few years back, he made an interesting and profound statement!

“The quality of your dentistry is probably the least important issue for the new patient as they come through your doors. For you see, when a person walks in the door of your office, it has been proven that they will make a decision about you, the office, and your team within the first 15 seconds!”

Here is what Dr. Jacobi shared as what are the most important things to consider and have in order as you practice dentistry:

  1. Personality of the dentist. If the dentist is warm and relational, they typically will connect on a more personal level with the clients.
  2. Honesty of the dentist. People are very intuitive, for the most part. By being honest, giving true assessments and opinions, patients become much more at ease and will want to come back.
  3. Office Appearance is so important. To have an office that portrays you and your standard of care, one that is organized, clean, updated, efficient and inviting is very important to you and your growth.
  4. Staff impressions/service. You can have all of the above in place, but if your team is rude, condescending or unprofessional – you will watch patients walk out the door and not return. People crave attention, to be listened to and respected in positive, upbeat surroundings. Everything should be about your patient.
  5. Location. If your office is hard to find, all the other areas need to be exemplary.
  6. Dental Skills. Dr. Jacobi listed this last because if you do not have all the other items in place, you can be the best dentist around – patients will not come back.

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About the Author

Steve Anderson is a General Contractor and Owner of Denco Dental Construction. He is also an author, public speaker and CE instructor. Denco has built well over 1000 new dental offices throughout Arizona. Denco is the only General Contractor endorsed by the Arizona Dental Association.

Steve Anderson portrait

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