Scripting Tip: Make it a point to say “yes” often. Parents who hear “yes” frequently feel more positive about the practice and perceive that their children are getting the very best care. Therefore, find ways to answer questions with “yes.” For example:

• Yes, we can see Joni on Tuesday.
• Yes, we will find an appointment for Timmy.
• Yes, Andy’s next appointment can be scheduled in the “Star Wars” room.

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