Lauran Star's Blog - Posts Tagged "trust"
Trust is Like a Vase....
Trust is having a firm reliance on the integrity, ability and ethics of a person or thing
Practitioners who are lacking in trust can damage not only the practice but also the field of dentistry. They undermine what the practice and its leadership stands for. Trust is not earned overnight, yet a lifetime of trust can be destroyed in 30 seconds or less. Trust must be earned as it is rarely given away.
“Trust is like a vase … once it’s broken; though you can fix it, the vase will never be same again.” –Anonymous
In dentistry, we are already behind the eight ball when it comes to trust – as many fear or hate going to the dentist. You do not cause this … however somewhere in everyone’s memory is a painful dental experience. Generation X and beyond did not have painless dentistry as a child. Technology was not there yet. You have to ask … Does pain equate to trust? No, however pain does equate to aversion and thus trust is critical to overcoming this obstacle.
Trust goes hand in hand with integrity and ethics with a strong dash of honesty. If it is going to hurt… say so. If you cannot make my smile perfect … tell me. If there is an alternative procedure that is cost effective … inform me. And when there is a curve thrown at me due to unforeseeable aspects of my teeth… empathize with me. However, never bullshit me.
In the dental field, trust goes along way and will win you many referrals if your patients trust you. It is important you understand how your patients view you and your practice. The reverse is also true – a lack in trust will cost you patients as well as your reputation.
Example: I trust my dental practice as a patient extensively – if my dentist says I need a root canal … I need one. When he refers me to a specialist – I do not question it– it is where I go. I rely on my dentist to provide me with the best care possible. It took a year to reach this point – where, I felt my dentist was fully invested in my care. I refer everyone I know to his office with great pride and pleasure.
This is what it looks like:
An open person who shares information about themselves.
Transparency is their middle name.
Honest and acts with integrity.
Great follow-through on projects/tasks and commitments.
Their goals are in alignment with their personal values
Gossip is a six letter word – they just do not use.
Tips
It is OK to be wrong, just own up to it and make corrections. Admitting you are wrong builds trust.
Define what trust looks like. Keep this list handy so that when you are in a sticky situation you have a trust list.
Do what you say—always! If you find this hard to do then do not commit to anything unless you know 100% that you can.
Don’t lie ever, and if you do, correct the situation.
Don’t gossip. Always remember when you gossip you destroy trust.
Be open and honest regarding the details of a situation. All too often it becomes easy to embellish upon a situation. Remember the truth will come out eventually—and embellishment hurts your trust factor.
If you do not have the answer just say so. You cannot know everything. Answer, “I do not know right now, however I will find out for you,” and then do it.
I know it sounds easy to build trust however, this proficiency is often taken for granted. We stop ‘working’ on it because we believe we are solid here – yet on occasion we may slip. Those slips, if not corrected will cost you patients and reputation.
Practitioners who are lacking in trust can damage not only the practice but also the field of dentistry. They undermine what the practice and its leadership stands for. Trust is not earned overnight, yet a lifetime of trust can be destroyed in 30 seconds or less. Trust must be earned as it is rarely given away.
“Trust is like a vase … once it’s broken; though you can fix it, the vase will never be same again.” –Anonymous
In dentistry, we are already behind the eight ball when it comes to trust – as many fear or hate going to the dentist. You do not cause this … however somewhere in everyone’s memory is a painful dental experience. Generation X and beyond did not have painless dentistry as a child. Technology was not there yet. You have to ask … Does pain equate to trust? No, however pain does equate to aversion and thus trust is critical to overcoming this obstacle.
Trust goes hand in hand with integrity and ethics with a strong dash of honesty. If it is going to hurt… say so. If you cannot make my smile perfect … tell me. If there is an alternative procedure that is cost effective … inform me. And when there is a curve thrown at me due to unforeseeable aspects of my teeth… empathize with me. However, never bullshit me.
In the dental field, trust goes along way and will win you many referrals if your patients trust you. It is important you understand how your patients view you and your practice. The reverse is also true – a lack in trust will cost you patients as well as your reputation.
Example: I trust my dental practice as a patient extensively – if my dentist says I need a root canal … I need one. When he refers me to a specialist – I do not question it– it is where I go. I rely on my dentist to provide me with the best care possible. It took a year to reach this point – where, I felt my dentist was fully invested in my care. I refer everyone I know to his office with great pride and pleasure.
This is what it looks like:
An open person who shares information about themselves.
Transparency is their middle name.
Honest and acts with integrity.
Great follow-through on projects/tasks and commitments.
Their goals are in alignment with their personal values
Gossip is a six letter word – they just do not use.
Tips
It is OK to be wrong, just own up to it and make corrections. Admitting you are wrong builds trust.
Define what trust looks like. Keep this list handy so that when you are in a sticky situation you have a trust list.
Do what you say—always! If you find this hard to do then do not commit to anything unless you know 100% that you can.
Don’t lie ever, and if you do, correct the situation.
Don’t gossip. Always remember when you gossip you destroy trust.
Be open and honest regarding the details of a situation. All too often it becomes easy to embellish upon a situation. Remember the truth will come out eventually—and embellishment hurts your trust factor.
If you do not have the answer just say so. You cannot know everything. Answer, “I do not know right now, however I will find out for you,” and then do it.
I know it sounds easy to build trust however, this proficiency is often taken for granted. We stop ‘working’ on it because we believe we are solid here – yet on occasion we may slip. Those slips, if not corrected will cost you patients and reputation.
