Ultimate O.D. Nugget - Becoming a "YES" Office
How can you make every answer you give a positive one? No one likes being told "no" so let's find a way that makes us able to say "yes"!
For example, a patient asks for a Saturday appointment when you are not open on Saturdays. You could answer "absolutely! If you refer 15 people in the next month, we will open up the office for you on a Saturday". You never know what might be worth it to them and you're making it a positive reaction versus a negative one.
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