Virtual Dental Office

The Answer is Always Yes!

3/11/2015

0 Comments

 
The Answer is Yes
I was recently at one of my favorite restaurants for dinner and asked the waiter if I could substitute a seaweed salad for the ginger salad?  He looked up from his notebook and replied “No.”  I hesitated slightly as I waited for him to say something else but that was it.  I looked around at other tables and noticed other people eating seaweed salads.  I turned around to look at him and said, “Okay.”  After he left our table I thought to myself, did he mean that I just couldn’t substitute one salad for the other?  I wondered if I could have had a seaweed salad for an additional fee.  I would have gladly paid more for a salad that I wanted.  He didn’t offer me that option though.

This experience reminded me of how important it is for us, as dental team members, to try to answer patient questions with a "Yes".   Instead of focusing on what we don’t offer, discuss what we can assist with.  For example, when a patient asks to make $100 payments on a $2000 treatment plan, if you spoke your initial response it might be "No, I'm sorry we don't offer in office payment plans past 90 days."  Instead respond with what you can do.  "Yes, we use Care Credit to offer low monthly payments for our patients."   

So the next time a patient asks you a question, before responding consider how you can answer them with a “Yes…”.


0 Comments



Leave a Reply.


    ​We'd love to share with you our latest insights to help you manage your dental practice. 


    Our  email newsletter will be a welcomed addition to your inbox. Sign up now!

    Categories

    All
    Client Communications
    Client Relationship Building
    Continuing Education
    Creating Value
    Dental Front Office
    Dental Insurance
    Dental Office Employees
    Dental Office Human Resources
    Dental Office Manager
    Dental Office Training
    Dental Practice Growth
    Dental Practice Software
    Dental Team Training
    HIPAA Compliance
    Insurance Training
    Patient Communications
    Patient Relationship Building
    Practice Expenses
    Productivity
    Secondary Insurance
    Virtual Assistant

    RSS Feed