Remove “No” from all conversations with parents. Double-check to see if “No” occurs in any scripting your practice uses, and eliminate it. That word sends a negative message, in more ways than you may think. When the doctor or a team member says “No” to a parent, it can seem that your practice is uncaring, unwilling to help, or more interested in enforcing rules than meeting the parent’s needs.

Additional Resources: All scripting books are 25% off at the Levin Group Store, including Essential Scripts, PowerScripts and What to Say. Save 25% with code TOD25.