The Royal Treatment

Imagine visiting a doctor's office where you're treated like royalty from the moment you
walk in the door.
Even the thought of "going to the doctor" often makes people anxious or irritable-to say
nothing of the physical pain from which they seek relief. Past negative experiences in doctor's
offices may make a person reluctant to even seek out the treatment that they desperately need.
But by following the principles in this book, you have the power to change both your patients'
experiences and their expectations.
Shereena Bakko Duncan is a former Disney performer and trainer who uses her extensive and
exceptional background in customer service to show you how you can help your patients receive
the royal treatment every time they walk through the door. Now working in the medical
community, Shereena has personally applied the world-renowned Disney training principles to
transforming the front office and overall patient experience in her own workplace, as well as
numerous medical offices around the country through her Royal Treatment Training Company.
This book will show you how to increase patient retention, referrals, and revenue by:
- Maintaining an organized and reassuring office environment
- Initiating a warm greeting and personal connection with each patient
- Redirecting questions and framing each interaction effectively and positively
- Avoiding inconsistencies that frustrate patients
- Understanding and using empathy as your greatest tool
At the conclusion of each chapter, discussion questions and suggested action steps will help you
apply the royal treatment principles to your unique office situation.
If you are ready to transform your office into a warm, welcoming atmosphere, or just need a
refresher for you and your staff on how to treat every patient like a VIP, read The Royal
Treatment for a fresh, accessible look at how your practice can become "the happiest on
earth"-a haven of peace, professionalism, and exceeded expectations!