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The Answer Is “NO” – Now What’s The Question?

what's the question

The Answer Is “NO” – Now What’s The Question?

In order to show their commitment to customer service, some high-end hotels have every team member wear a button that says,

“The answer is YES – now what’s the question?”

Sometimes it feels like just the opposite at dental offices. Sure, you can’t say “yes” to everything a patient asks. But you can certainly try to be accommodating and creative.

“Do you have Saturday hours?”

“NO!” or…..

“Do you have Saturday hours?”

“Hmmm… it sounds like your schedule won’t let you come in during regular working hours. We are open until 7:30 PM on Thursdays, and two days per week we see our first patient at 7:00 AM. Would that work for you?”

“Will you let me pay you $100 per month?” 

“NO!” or…..

“Will you let me pay you $100 per month?”

“We have some fantastic financing options. Let me walk you over to Cathy and she can help find the right one for you!”

Of course, this doesn’t mean you should give stuff away or break protocol. But oftentimes trying to frame things positively not only helps patients make good decisions, but it also helps you come up with creative ways to help them!

The Madow Brothers

Author The Madow Brothers

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