“I’m off today.”
You must always be open for business. Have you ever received an “out of office” auto-response when trying to contact someone? It’s so impersonal and drives me nuts! Never announce you are closed off to opportunities! You need to do whatever it takes to be open for business, no matter when, no matter what.
“You can trust me.”
Saying “trust me” to a patient isn’t going to build trust and may even have the opposite effect. To properly handle your patients trust you must understand that people believe what they see, not what they hear.
Always, always show written material to support your presentation or proposal. Make sure to use third-party materials when collecting facts for your patient that support what you’re saying — this adds external credibility to your claims.
“It’s our policy.”
Nobody ever wants to hear this, ever. This is a perfect opportunity for you to practice the golden rule, because you know you hate hearing it. Nobody cares about a practice policy, they care about the service they are provided, so don’t use it as a way to justify why you can’t, or won’t, do something for a patient.
If you have a policy that conflicts with the comfort of the patient, either break it, don’t bring it up or come up with a solution before you propose a problem.
Sell the reason.