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Dr. D on Case Acceptance
- 3. WHAT YOU WILL How to “sell” covertly Who determines Limited vs. Comprehensive approach What are quadrant and comprehensive dentistry Where and how your “big cases” mature
- 6. NO PATIENT LEFT BEHIND 99% SUCCESS = 1% FAILURE
- 7. AP G READINESS KNOWLEDGE
- 8. Patients buy what they want to buy when they are ready to buy Readiness does not happen in the dental office …………….. Readiness happens in everyday life!!!!!!!!!! Patients travel on the readiness continuum at their on speed
- 9. Can we influence behavior?
- 11. Scarcity
- 12. Authority
- 13. Commitment
- 14. Consensus
- 16. SUITABILITY Do my recommendations fit this patient? is he ready?
- 17. CHIEF CONDITION DISABILITY BENEFIT FIT WE MUST SPEAK THE PATIENT’S LANGUAGE
- 18. ] [ SYSTEM A set of actions, all necessary, that are enacted in succession to ensure a final objective is met
- 20. EXPECTATIONS/FIRST IMPRESSIONS Happiness is when reality meets or exceeds expectations
- 21. THE BRIGHT APPROACH PRE-APPOINTMENT CALL PRE-EMPTS PATIENT INTERVIEW/PRE-ASSESMENT DIAGNOSTIC PRESENTATION ORGANIZE DISCOVERY GUIDE TREATMENT RECOMMENDATIONS FINANCIAL ARRANGEMENTS SAME DAY OFFER People see ……….. what they expect to see
- 22. PRE-APPOINTMENT CALL Discovery guide
- 23. PRE-EMPTS Fears It’s a different kind of place….. POSITIVE FRAME OF MIND
- 24. RELAT IONSH I P CASE ACCEPTANCE Mother In Law TRUST Established and Hygiene patients 5 Friends And Family II IV Early Patients 3 New Patients From Direct Referrals I III 1 New Patients 3 5 1 PERCEIVED EXPERTISE
- 26. PATIENT INTERVIEW/PRE-ASSESMENT DISABILITY BENEFIT READINESS CHIEFCOMPLAINT PRE-ASSESSMENT
- 27. LIMITED vs COMPREHENSIVE Let the patient decide Limited Tooth/quadrant recommendations Limit the exam Same day COMPREHENSIVE Full mouth recommendations FMX
- 28. DIAGNOSTIC PRESENTATION They already want something …………………. Create the rationale to justify the purchase …….. Speak human words. We buy on emotions and justify with facts
- 30. TREATMENT RECOMMENDATIONS Start with what they are ready to hear Continue with what they know they may hear End with what they don’t want to know
- 31. FINANCIAL ARRANGEMENTS Make it feasible for the patient to buy the care that he wants
- 32. TAKING “NO” FOR AN ANSWER ADVOCACY Our job is to help people feel better about themselves
- 33. COLLECT DEPOSIT SCHEDULE FIRST APPOINTMENT SAME DAY OFFER
- 35. SUMMING IT UP AIM AT THEIR DESIRES FIRST Persuade THEM rather than educating THEM MAKE THEM FEEL GOOD ABOUT THEMSELVES GIVE THEM CONTROL OVER THEIR CARE
- 36. "Let us rise up and be thankful, for if we didn't learn a lot today, at least we learned a little, and if we didn't learn a little, at least we didn't get sick, and if we got sick, at least we didn't die; so, let us all be thankful."-Buddha
Editor's Notes
- WHY ARE WE HERE?WHAT WE WILL COVER: a methodology to create and fulfill patient expectations and minimize the confrontational chokepoints that are typical of a dental encounterOBJECTIVE: Create the understanding that the new patient management is a team effort and if the ball is dropped at any point by any member of the team, we will predictably miss opportunities to improve our performance.Improve our case acceptanceCreate a reservoir of comprehensive patients to activate over time.WHAT YOU WILL LEARN:Case acceptance is a systemThe difference between limited and Comprehensive evaluationWhat are the definition of single tooth dentistry vs. quadrant and comprehensive dentistryHow to spot same day opportunities
- Before we start please T U N E I N. There will be a test that I will pass at the end of the lecture to ensure that minds were open and that we are all on the same page
- Suitable is the treatment that the patient wants at that specific moment of his/her life as opposed to what we think it ought to be.Is it what he asked? Does it fit his/her budget?
- Before we could even talk about case acceptance we have to understand a basic premise of human behavior.Human beings enter relationships with basic expectations that are inferred from previous experiences, social norms, media etc.In the specific of a dental encounter:They expect to feel welcome and desired, hence the importance of the phone contact and initial welcomeThey expect that we will be ready and proficient with their insurance, that is why is so crucial that this task is done in a timely and thorough mannerThey expect to get hat they came in for and maybe a little more, hence the importance of listening to them and a balanced case presentationThey expect to be able to pay for the services that they getThe good news is that patients normally infer that the doctor will do the right thing for the patient maintaining a disinterested involvement in their dental problems.Break these inferrd expectations and your relationship with that patient is t risk!!
- Patients bring to a dental appointments predictable fears of being pushed on more treatment that they want and of their insurance not covering the care. These fears have to be pre-empted i.e. pro-actively confronted to ensure that the patient will listen to what we have to say.Good morning Shirley. My name is Jessica and I am here to facilitate your dental vist and introduce you to our office. I have checked your insurance and it looks like it works very well in our office. We have many patients with your plan and they all tell us that it works great.The first thing that I need you to know about us is that we treat human beings before we treat teeth and that your emotional and physical wellbeing comes before your dental needs.We understand that there are many reasons why patients avoid dental visits and I want to give you a quick summary of why we are different:Fear of pain: in our office we address it head on by using relaxing techniques and sedation protocols to make your visit painless. If you have a painful visit we will refund your money. We are a Pain=free dental office.Budget: Our budgets are strained in thousand directions. We understand that and we make every effort to fit the care that you want into your budget. We have flexible payment plans and if necessary we can stage your care over time.Busyness: some people is just too busy to see a dentist. if this is your problem we address it by making your visits as effective as possible in order to minimize your time off work. We also have evening and Saturday appointments for people that cannot miss work.No trust: we realize that some people have lost trust in dentists. In this office we ask you to trust yourself only. Just listen to what our dentist has to say and if that makes sense to you. In this office we will tell you what you need, but we really want to give you what you want.Most importantly, WE WILL NOT JUDGE YOU! Whatever your mouth’s condition is we will not judge for it, and we suggest you do the same. You have done your best under YOUR life circumstances. The future starts now!Now your assistant will come in and take a few X-rays before you meet Dr. Wonderful. You’ll absolutely love her. She is gentle, caring and an excellent dentist.It was great meting you If you need any help at the end of your visit just ask for me.
- Take a position of advocacy: their immediate acceptance of our recommendations is not a condition of acceptance in our practice.The script sounds like this:“Kevin it sounds like this is not a good time for you to consider this care. Why don’t we keep you in our recall system, take care of any needs that come up and WHEN YOU ARE READY, we’ll be here.”
- Close the deal first. Have the signature on the dotted line and then ask for a deposit.Kevin, at this time our patients typically place a deposit to hold their time on the schedule. What amount are you prepared to put down as a deposit?