Before you quote a fee over the phone...
1. Build the relationship.
- Connect on a personal level – communicate with them by name. Before answering any questions at all, introduce yourself and connect by name. You may even ask for a quick call back number in the event you lose the call, but more importantly it will make follow up easy in the event the patient does not schedule.
- Get more information – ‘tell me more about what’s going on’. ‘it sounds like you’ve been told you might need a crown – tell me more about that’.
- Show empathy in pain/emergency situations. ‘I’m so sorry you’re having to deal with this. Dr. Brady is fantastic and I’ll know he’ll be able to make your comfortable’.
- What do they know about the procedure they are asking about? ‘It sounds as if you’ve done your homework – tell me what you know about teeth whitening and more about what you have in mind.’
- Ask about desired end result – ‘Tell me what you’re wanting to accomplish’ ‘Are you looking for a long term solution, or something shorter term/quick fix’
2. Invite them to come in for an appointment.
- Stick with the Patient Reservation blocks. ‘We have some time set aside this week – how about Wednesday at 2pm?
- If appropriate, offer a no charge quick visit to evaluate. ‘I’ll bet I could even talk Dr. Brady into taking a look at that tooth without charging you. We can then get more information about what you want to accomplish and come up with a plan to proceed’.
3. If they aren’t receptive and seem intent on only fee shopping…
- ‘Other than the fee, can you tell me what’s most important to you?’
- ‘I would love to be able to give you an accurate fee – it’s just tough to do so without more information. It sounds like cost is a major factor for you – we have some great ways to help our patients with their treatment investment – would that be helpful to you?’
Remember, just because a patient asks about cost, it doesn’t mean they don’t have the potential to be a great patient in your practice. Cost is the only barometer they have for comparing you to other practices when they call you. Your goal should be to build the relationship in a way that cost becomes secondary by the end of the call. Put the money on the shelf and focus on the person!
LOOKING FOR TRAINING?