We know having patients call about fees first can be frustrating. But remember, we're all shoppers before we are buyers.
Try acknowledging the caller’s concerns, then, shift the conversation to the importance of quality dentistry and the value of becoming a member of your dental family.
The next time you get that “shopper call,” try these tips:
MAKE THEM RIGHT
TRY TO SEE THEIR POINT OF VIEW
Move the conversation to their dental issue. “Can you tell me a little bit about what seems to be the problem?
OFFER THEM CHOICES
Empower them. Offer a no-cost (or low-cost evaluation). “When you come in, we can discuss budget and treatment options. We have appointment openings on (earliest dates). Which would work best for you?"
INSTEAD OF TALKING INSURANCE, GIVE REASSURANCE
Costs can be scary. Take the opportunity to show how much you care.
If they have insurance: “We always help our patients maximize their dental benefits.” If they don’t have insurance: “Dr. [Name] will discuss everything in advance before starting treatment. He/she will explain all of your options so you can decide what works best for you and your budget.”
LEAVE THE DOOR OPEN
"No” can also mean “not right now.”
“I understand you’re not ready to see Dr. [Name] just yet. Know that when the time is right, we are here to make your dental visit a comfortable and positive experience.”
IF THEY INSIST, QUOTE A FIRST-VISIT FEE
”Our patients are comfortable with [$X] for a first visit.” Or, give a ballpark fee based on other patients with similar treatments ranging between X and Y. Bottom line: the only way to get an accurate quote is for the dentist to complete an examination.
Among the many daily calls you receive, there will always be shoppers. By utilizing these tips, you can turn inquiries into opportunities.”