I HAVE AI, SO BASICALLY I'M A DENTIST
Can't you just save my tooth instead of replacing it with an implant?
It sounds like it's important for you to keep your teeth - tell me a little bit more...
How long do you want it to last?
How many times do you want to work on that tooth?
You mentioned earlier that you want your teeth to be healthy - at this point trying to save this tooth will prolong the inevitable and could affect your overall health.
Can't you just file the insurance and bill me later?
It sounds like you're concerned about the cost - Tell me more..
If a money objection..
'We have a great resource that will help spread out your investment. Would you like to get the ball rolling to see what that would look like for you?'
'would it be helpful for you financially if we scheduled the treatment a few weeks later?'
If they just aren't used to this protocol...'Our patients LOVE getting a check in the mail rather than a bill, and they've actually found that their dental plan responds quicker to them.. We'll make sure you have everything you need from us in order to get the reimbursement you deserve'
I just started a new job and really need to come in after 4pm for the implant surgery.
'Congratulations on the new job! Tell me about it..'
'The treatment you've chosen will likely require that you take a little time off of work - what if could consolidate your treatment to minimize your time away?'
'We actually structure our schedule in a way that saves your time. Our doctors have reserved 8 am especially for that procedure. You'll be the only patient, with no interruptions. Would Tuesday or Thursday work best?'
Do you do dentures?
'Absolutely! Do you mind if I ask who I'm speaking with?'
'It sounds like you're looking for some solutions - Tell me more...'
'What are you wanting to accomplish with dentures?'
'I'll bet Dr. Brady would love to meet you and come up with a plan to help you achieve what's important to you - we have a time set aside especially for our new guests, so that we can give you 100% of our undivided attention. How about Thursday or Monday next week at 2 pm?'
My filling came out and now my tooth is really sensitive. My regular dentist said I probably need a root canal, but I've heard bad things. What should I do?
Oh no! I'm so sorry you're having trouble.
What do YOU want to do?
The solution is really up to you. What kind of an outcome are you hoping for?
Regardless of what you decide, how long do you want it to last?
My general dentist referred me to you, but it looks like you don't take my insurance...
We work with a lot of different dental plans! Dr is an independent provider, which means you won't find us on your dental plan list - that doesn't mean we are unable to take care of you...
Do you mind me asking the name of your plan?
Oh yes... we have a lot of patients with Met life! We'll be sure you have everything you need from us to receive reimbursement.
That's a lot more than I expected. Would I be able to make payments?
'Absolutely - tell me what you had in mind...' (not in-house financing - referencing 3rd party)
'We have experts that have set up a system for our patients that want to spread out their investment. We can go ahead and get the ball rolling...'
'Our doctor is a much better dentist than he is a banker... many of our patients like using a credit card with points or miles... some have been able to get a line of credit with their bank, home equity, etc... what resources do you have that might work in this situation?'
If not approved for 3rd party and no re sources...
'Some of our patients set up an account with us to build up a credit by making regular payments until they are ready to start the process - what do you think?'
My dentist referred me to you. How much is a consultation?
'Do you mind if I ask who I'm speaking with?'
'I'm so glad you called! Who can we thank for referring you?'
'The cost really depends on you - what is it that you and your general dentist are wanting to accomplish?'
Which one is the worst one? Can you prioritize this for me?
'It sounds like you want to spread out the treatment. Tell me more...'
'How well do you want everything to match?'
'Based on what you want to accomplish, you'll have the best results if we address everything together.'
'Most of our patients like to take care of everything in a couple of well-planned visits to save time. What do you think?'
Can you just send a pre-determination?
Can you tell me why you're wanting to send a pre-det?
We don't do many of those, but I'd be happy to get one out for you. The fee to submit a predetermination is $150, and we'll apply that do your treatment when you begin.
It doesn't look like my insurance will cover very much of my treatment - Can I get a discount?
'You've made an excellent decision with your plan, and you're going to love the result!'
'It sounds like cost is a concern... tell me more...'
'We have a great program for our patients with good credit that will allow you to spread out your investment. What do you think?'
Do you offer sedation?
'Thank you so much for calling! Do you mind if I ask who I'm speaking with?'
'Yes, we offer sedation- Tell me more!'
'Please know that you're not alone. Many other patients have felt the same way. You've definitely called the right office, and as a patient myself, I can vouch for our doctor - she is extremely gentle and your comfort and confidence is her main priority'
' I know she'd love to meet you - how about Tuesday at 2 pm?'
I don't want x-rays. My general dentist already took some - didn't you receive them?
As a specialist you are likely taking your own x-rays/records...
This is likely an indication that you didn't base the x-rays on the patient objectives!
'I know your general dentist referred you for _______, but what's important for you to accomplish?'
'What's important to you long-term?'
'Thank you for sending over the x-rays from your general dentist - based on what you want to accomplish, it would be helpful if we were to take a few more - is that okay with you?'
I was on the internet and saw that 'same-day' implants are a thing. Do you guys do this?
Great question! Do you mind if I ask you a few questions to be sure we're on the same page with what you're wanting to accomplish?
It sounds like you're wanting some quick results. What's your timeframe?
Tell me what you want to accomplish with implants?
How long do you want them to last?
**Focus on desired outcome FIRST.
Will my insurance cover this?
'Most patients have found that their dental plan is more of a 'rebate' or supplement, than actual insurance. But I can promise you that we'll do everything we can to maximize what's available to you'
If concerned about the overall cost...
'Would it be helpful if you could spread out your financial obligation in the event you want to accomplish something that your plan doesn't cover?'
I'm too old to spend this kind of money on my teeth.
'Can you tell me a little more about what you mean when you say that?'
'How are your teeth affecting your day-to-day life right now?'
'What have you stopped doing, eating, or enjoying because of your teeth?'
'Thank you for sharing that with me. That really helps me understand what matters to you - If this weren’t about age or money for a moment — what would you want for yourself?'
'Given what you’ve shared, what feels like the right next step for you?'
Do I have to do everything at once?
Absolutely not. You get to decide the pace!
(discover objection before responding!)
It sounds like you might want to spread it out - tell me more...
Money concern- 'What if we could help you spread out the investment so that you can go ahead and accomplish what you want?'
Time concern - 'Most patients like to minimize their visits and take care of everything in 1-2 well planned visits. Would that be helpful?'
Fear/Anxiety - 'We have a lot of patients who have felt the same way! They've found that a mild sedative makes it easy for them to accomplish more in less visits. What do you think?'