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Think about it

Picture this. You are presenting a treatment plan to a patient. Everything is going great. You think you have it wrapped up. But then they pull out the dreaded excuse…

“Let me think about it.”
You know from past experience that whenever you hear this objection there is a 99% chance this patient will turn into a ghost, not to be heard from in ever again.

Up until now you have tried all of the crappy comebacks that the two-bit consultants have taught you over the years but you know in your heart they just don’t work.

Today we are going to give you a new response to “Let me think about it” that should take care of this problem once and for all. It has proven to be very effective in our testing.

Can you guess what the best response to  “I need to think about it” may be?

Here is our suggestion:  DO NOTHING!

That is correct. When a patient tells you that they need to think about it, you know damn well it’s simply a stall tactic. There is something else on their mind but they are not saying what that is. Maybe it’s financial. Perhaps they are worried about the actual procedure. Pain. We are not sure.  If you just let them go and tell them it’s ok to think about it, you will not hear from them in 99% of the cases.

So try this. When they tell you they need to think about it, don’t say a word. That’s right… just keep quiet. You can look at them or look down a little bit. Or a combination of the two. Your body language must convey that you are concerned. But remember…

Do not say anything!

So what will happen next?

After a short time, your patient will feel very uncomfortable with the dead silence. Human nature is such that we want to fill in silence with words. So he or she will begin talking.

Once he begins talking, he will normally make his objection very clear and oftentimes come up with a solution without you even getting involved.

For example after a period of silence he may say “I don’t have the money at the moment but I am getting a fairly nice inheritance in October so would it be okay to wait until then?”

Bingo! You win.

Your response is “Sure Mr. Jones, why don’t we have Madge set you up right now for mid October?” Then have Madge give Mr. Jones two good options on dates and times and you are all set. You have treatment scheduled that in the past never would have happened.

Understand this. The silence at least gets them talking. Then it’s up to you to take the objection that comes up and turn it around and come up with a solution.

Will this work 100% of the time? Of course not. But we do guarantee it will increase your acceptance MUCH MORE than what you have been doing up until now.

Did you like this tip? Our goal is to make you more profitable! Please stay tuned for more answers to some of the most common objections in dentistry! We want you to be incredibly successful, and knowing the best responses will be a tremendous help to you and your practice! Stay in touch!

Does Nancy work in your practice?

Does Nancy work in your practice? If not, she should.

So just who is Nancy?

She is that unusual person who always manages to do everything right. She puts her own feelings aside for the benefit of the patient and team. Her judgment is impeccable. Her attitude is incredible. She has not once brought a personal problem to the office. She has constantly sacrificed for the good of the patient. She manages to keep her eye on the bottom line and has great financial responsibility.

Nancy works at the front desk. She is a dentist, a dental assistant, and a dental hygienist. She even can be the janitor, because we all know Nancy would never glance into a treatment room, see a cotton roll on the floor and walk by without picking it back up. She would never inconvenience a patient by not replacing a toilet paper roll that has two sheets left. And she certainly would never send an impression to the lab if she didn’t think a fantastic restoration could be made from it.

Everyone loves Nancy, but she’s so cool about it she doesn’t even realize how perfect she is. She’s not judgmental or vindictive – she’s just Nancy! And of course – she doesn’t exist.

Here ‘s the thing. We all make hundreds of choices every single day in the dental office. Some are huge decisions and some don’t seem to be of much consequence. But many times we have the tendency to take the easy way out or settle for less than we should. Nancy would never do that.

The crazy thing is, we always know what the right thing to do is. We always know what the best solution is. We can always give a little extra effort to be better. But many times we don’t.

So the next time you’re not sure what to do, or you are tempted to cut a corner, remember – Nancy wouldn’t do it that way, and you shouldn’t either!


“We’re Nancy!”

Adding WOW!

Today let’s make sure your patients know with 100% certainty that they made the right choice to come to your office.

How do we do this? We need to WOW them every single time they come into the office. And we can’t just WOW them once.

 

It has to be five to ten times per visit!

 

What is a WOW? It is simply something that they see or experience that will cause them to say…

 

“Wow, I am in TBDE (the best dental office ever)!!

 

They may not say it out loud. It doesn’t matter; they just need to say it.

 

What’s an example of a WOW? Glad you asked. We’ll give you just one example today. Then we’re going to make you think of at least four more for your office.

 

OK, here we go. A great starting WOW would be to have the most incredible patient rest room in the world! How nice should it be? It should be a cooler looking restroom than most people have in their own homes. And not just a sparkling clean one, we are talking about one with the most beautiful sink, faucet, handles, vanity, napkins, soap, and other amenities. How about this – try continually burning Japanese incense – it’s different, very light, and it gives the bathroom an incredibly nice smell.

 

It’s a fact! Everyone remembers the restroom. We experienced a remarkable one a week ago at a restaurant and it just made the experience that much more unforgettable.

 

There’s your first WOW! Try it and let us know how it works out. But come up with more because one WOW is not enough. We highly recommend between five and ten WOWS every time a patient comes to see you. At that point you will separate your office from all of the others in your area!

Stop Cancellations On The Spot!

 

It’s a constant problem in dental practices – a patient calls at 10:00 AM to cancel their 2:30 PM appointment. What do you do?? Can the appointment be saved?

 

What you DON’T want to do is get into a fight with the patient or start asking them a million questions about why they can’t keep the appointment. They will most likely get defensive and nobody wins.

 

So what do you do? Here is an amazing trick that is simple to do and actually saves around fifty percent of your last minute cancellations!! When the ubiquitous Mrs. Jones calls to cancel, simply say:

 

“Mrs. Jones, please allow me to put you on a brief hold while I retrieve your patient record.”

 

This is pretty much the ONLY time we recommend putting a patient on hold. Keep them there for around two minutes while you look at their record and have a brief conversation with the doctor or hygienist if necessary.

 

They are now listening to your great on-hold message, getting a little squirmy, and feeling kinda guilty. Then come back and say…

 

“Mrs. Jones, thanks for your patience. It looks like we have you scheduled for a thirty minute appointment to do a tooth-colored filling restoration on the lower right. Dr. Sardonicus is CONCERNED that if you don’t get this taken care of as soon as possible, the decay can grow and cause an even bigger problem which will need more extensive treatment. Is there any way possible you can keep this appointment?”

 

Do the same for hygiene, but say something like…

 

“Your hygienist Becky is CONCERNED about the area of inflammation and infection on the upper left.”

 

Amazingly, using this technique saves around fifty percent of those pesky last minute cancellations. That is good for your patient, good for your schedule, and money in the bank!!

Doctor, we are slammed at the front desk!!

A frequently asked question / observation we often get at our seminars:

“You guys are up here stressing customer service, treating every patient like they are the most important person in your practice, never putting anyone on hold, listening patiently, etc…

Unfortunately you have NO IDEA what it is like to be in the front desk hot seat. What are we supposed to do when we have a patient on the phone and the other line keeps ringing? What if there is a patient waiting at the front desk to talk to us? Doesn’t a live person deserve priority? It’s not easy to juggle five things at once you know….”

If your office is frequently in this situation – congratulations! You are busy! People want to come to your practice! Way to go – you must be doing something right!!

But if the front desk is constantly slammed, you are losing new patients left and right. Possibly center too.

Doctor – it may be time to crowbar your wallet open and invite another talented team member in. And the good news is – that team member will pay for themselves many times over!

Think about what a great front desk team member would earn. Then think about what a lost new patient costs your practice. (By some estimates it $10,000+!) This is what’s called a no-brainer!!

Staff up, offer the best customer service possible, and watch your practice grow!!