The final result with direct/indirect composite veneers on both central incisors" title="Figure 8: The final result with direct/indirect composite veneers on both central incisors">
Figure 8: The final result with direct/indirect composite veneers on both central incisors |
Practice management considerations: When a patient is calling about an esthetic solution
Debra Engelhardt-Nash
Let’s say a patient calls seeking a solution for her front teeth. She has an idea of a type of treatment that would give her the results she is looking for, and calls to inquire about the fee for that particular procedure. The patient may not be aware of all of her treatment options.
In this case, she be a “shopper,” calling several offices to get fees for the procedure she perceived was the answer for her, before she calls.
What should you do in these cases? Remember, the moment you answer the new patient call, you are beginning to validate the caller for making the right decision to contact you, and emphasizing that you’re the office for them. How do you make them feel confident and comfortable they have chosen the right office for their care?
Here are a few tips to help you set your practice (and your fees) apart:
- Avoid putting new patient calls on hold. This implies you are too busy for them or their calls don’t matter. If you tout that you give your patients personal attention, this is where to start.
- Listen more than you talk. Rather than beginning the conversation with telling the caller what procedures are going to be provided, find out what they want and tell them how your services will meet their needs. Never appear to be hurried or distracted. Document your conversation so everyone has the call history.
- Get permission to ask questions. “So that I may help you with your visit, may I ask you a few questions?” The most important question is “What inspired you to call?”
- Tell them what is special about your officeand make it personal. Why should the patient choose you? What differentiates your practice and your practitioner? Take time to endorse the doctor and explain the features of your office standards.
- Don’t turn away the shopper. If the caller asks how much you charge, avoid saying that you don’t quote fees over the phone. Let them know you will be happy to discuss fees with them if you could get more information.
Patients overwhelmingly choose a dentist based on the relationships we establish with them. The patient should begin to trust the doctor when she has her first interaction with the practice. She knows she called the right place for her treatment in the first moments of the initial call. It is an important step in differentiating the practice.
Ross W. Nash, DDS, maintains a private practice in Huntersville, North Carolina, where he focuses on esthetic and cosmetic dental treatment. He is an accredited fellow in the American Academy of Cosmetic Dentistry. Dr. Nash lectures internationally on subjects in esthetic dentistry and has authored chapters in two dental textbooks. He is cofounder of the Nash Institute for Dental Learning in Huntersville, North Carolina.
Debra Engelhardt-Nash is a trainer, author, presenter, and consultant, and has presented workshops, nationally and internationally, for numerous study groups and organizations. She is currently the vice-president/president elect for the National Academy of Dental Management Consultants, where she is a founding member and has served as president in the past. She was a contributing editor for Contemporary Esthetics and Restorative Practice magazine, Contemporary Dental Assistant magazine, and has written for a number of dental publications.