Sale BEFORE the Exam?

Sale before the Exam?

 

 

 

There is no doubt a greater chance of filling the doctor’s schedule when we diagnose dentistry.  We also know that you have the opportunity to diagnose more long-term, comprehensive dentistry for your patients when you give them ownership.  And we also know that the best way to give patients ownership is through photos and the planning appointment process.

 

So…   How do we invite the patient back for a planning appt?

 

The exam takes place at the planning appointment.  It’s the very last thing we do, after we know what end-result the patient is seeking, what motivates them, what obstacles they foresee, etc.  The first visit is simply and information-gathering session.  No solutions, no exam.  Traditionally it’s fallen under the responsibility of the hygienist to invite the patients back for the planning appointment – but as many of you have discovered, you can begin planting seeds for the planning appointment as soon as the phone call.  

 

Front Desk –  ‘Mrs. Jones, I know we can help you accomplish your goals.  I also know that you’re very busy/concerned about the finances/having some anxiety (insert their hot button here) –I know we haven’t had the opportunity to take a look in your mouth yet, but based on what you’ve shared thus far about the things that are important to you, I know we can help you!  We’ll certainly clean your teeth today – I know that’s what you wanted to accomplish. Would you mind if we also took some photos and xrays?  These are wonderful diagnostic tools available to us that will help in coming up with a plan to help you get to where you want to go.  We’ll certainly make the most of your time today and stick to the time allotted so that you can get back to work.  I know you’re busy – would it be helpful if we could sit down in a couple of days to come up with plan that will save you visits/time/money in the future?  I know how busy you are, so we will make a point to start on time, without any interruptions.  You’ll leave with a solid plan that will save you time/money/injections (insert objection here) long term and I know that’s important to you. We’ll even waive any additional fees – how does that sound?

 

Hygienist –  ‘Mrs. Jones, I know we can help you accomplish your goals.  I also know that you’re very busy/concerned about the finances/having some anxiety (insert their hot button here) – based on those things you’ve shared, I know we can help you if you are able to get back with Doc in a couple of days for a short time to come up with a plan.  We’ll be able to save you time/money/injections (insert objection here) long term and I know that’s important to you.  Would you be willing to sit down with him on Tuesday at 1 pm?  I’ll bet I can even talk him into not charging you – it will be a continuation of today’s visit.  We’d love for you to take home these photos we took today and spend some time marking on them – things you like, don’t like, questions, etc.  Dr. Brady will be relying on your input quite a bit as you two work together to come up with the plan.  Once he’s gathered more information about what’s important to you, we’ll complete your exam and talk about how you see us helping you.  How does that sound?’

 

Question of the Week – How do we address patients who come in our office not ‘wanting’ to do any dentistry?

Question of the Week – How do we address patients who come in our office not ‘wanting’ to do any dentistry?

 

 

 

Great question – First of all, we’ve got to realize that if they have taken time to call you, schedule an appointment and actually show up, chances are they ‘want’ something.  It’s our job to find out what it is that they really do want!

 

 All patients want teeth that look good, feel good, and last a long time.  The misconception is that they want dentistry.  Not so – but they do want the benefits that your dentistry offers. 

 

If you feel as if you are getting resistance, most often it’s because the patient might feel as if you are trying to ‘sell’ them by asking questions that don’t really apply to them (from their perception).  Be cautious when asking questions – be sure you are following the patient and that they fit their individual situation.  For example, if you have a patient that is just there for a cleaning and they have not indicated a desire to do anything else, you probably want to start with a broad question.  Here are some examples of good ‘starter’ questions that can get the wheels turning without offending your patient, or making them feel ‘sold’. 

 

‘What’s most important to you when it comes to your teeth?’

 

‘What do you want your teeth to be like 20 years from now?’

 

‘How important is prevention to you?’

 

‘What long term goals do you have when it comes to your teeth?’

 

Sometimes we hit a wall with the responses our patients give us – many times it’s because we’ve asked a question that isn’t really appropriate to begin with, but there’s still hope!  Here are some examples….

 

 

‘Nothing is hurting right now’

 

‘That’s great!  It’s no fun to have dental pain/problems.  How interested are you in preventing those types of issues?  If we could work with you to come up with a preventive plan that will help to avoid pain down the road, is that something you’d like to do?’

 

 

‘My fillings are fine – I’ve had them for 20 years and they’re still holding up’

 

‘Wow – it sounds like you’ve really gotten your money’s worth!  How long are you thinking those fillings may last?’

 

‘I’m fine right now.  I just want my teeth cleaned’

 

‘We can certainly do that for you.  How do you see us helping you down the road?’

 

Sometimes you need to get your patients out of the present – if they can look down the road, away from the current time and money constraints they feel, it’s easier for them to open up and talk about what’s most important to them.