"I Don't Like Him ..." said the patient

I talked recently with a very experienced, caring and personable dental chairside assistant (Val) about the difference between skilled and not-so-skilled dentists and the importance of their personalities and ability to *bond* with patients. She shared this story with me ...

Early in her career, she worked with an extremely skilled dentist whose work was impeccable ... "unbelievably talented" was her description of his technical ability. Unfortunately his communication and relationship-building skills were as inferior as his dental skills were superior. "The personality of a wet noodle," was how one of his patients described him.

Val recalled a particular case in which an older woman needed significant dental work done ... thousands of dollars worth. After the dentist explained what needed to be done -- and the cost -- this woman came to Val and said she was going to have the work done but was going to find another dentist to do it.

"Why would you go to another dentist," Val asked, "when Dr. Xxxxxx is as skilled as any dentist in the country?"

"Because I don't like him," the woman responded.

This dentist's practice provided him with a living, but it did not flourish.

The next dentist Val worked for was just the opposite ... great personality, questionable dental skills. His practice flourished because his patients just loved him. Val ended up leaving his practice after just a few months because she felt the patients weren't getting the best care possible.

Moral of the story: In dentistry, personality usually trumps skill.

Of course, it's never to late to try to improve your communication skills, your warmth, your smile, and your ability to interact with patients comfortably and caringly.

Copyright 2007 by Galen Stilson