This time of year we’re bombarded with messages, songs and movies about being “naughty or nice.” Here’s a holiday truth bomb for you:
Sometimes being “nice” is the worst thing you can do for your patients. I know, I know. That sounds about as blasphemous as saying Die Hard isn’t a Christmas movie. (But it totally is.)
Your patients aren’t coming to you because they want a new BFF. They’re coming because they want their vision fixed. They want clarity. They want confidence. And sometimes, being too “nice” gets in the way of giving them what they really need.
Research shows that overly polite communication can actually spike patient anxiety. Wild, right? It’s like when your doctor starts a sentence with “I hate to tell you this, but…” Your heart rate probably just jumped reading that.
When we’re too “nice,” we dance around important points. We sugarcoat crucial information. We leave patients confused and uncertain. And confused patients rarely become scheduled patients.
Think about it. Would you trust a surgeon who says “Um, maybe, if you’d like, we could possibly consider doing the procedure next month… if that works for you?”
Heck no. You want someone who confidently says “Here’s what you need, and here’s why.” And a team who reinforces that with the same level of confidence.
But here’s the tricky part – you can be direct without being a total Grinch. You can be warm AND assertive. It’s not an either-or situation.
And that’s the essence of our E3 Conversion System. It helps teams nail that perfect balance between warmth and authority. Because at the end of the day, the best gift you can give your patients is clarity and confidence in their decision.
You don’t have to choose. You can do both. And if you need a reminder, the first couple modules of the Bootcamp are a great refresher going into the new year!
Ready to stop being “nice” and start being effective?
Cheers,
Troy “Sometimes naughty is exactly right” Cole
PS – Have a Merry Christmas and/or Happy Hanukah this week. Wishing you and your fam the Peace of the Lord as you celebrate together.