I GOOGLED IT, SO I'M BASICALLY A DENTIST
Do you take Delta Dental?
We have a lot of patients on that plan! We will do everything we can to maximize your plan, despite any restrictions or limitations.
I think I'll just wait until it hurts.
I'm so glad you're not in pain... yet.
It sounds like you're seeing a benefit in waiting until you're in pain. Do you mind telling me more?
My last dentist didn't tell me about this...
This comment is an indication that you didn't do a very good job of finding out what's important to the patient. You have to EARN THE RIGHT to give solutions by building a foundation built upon their goals and objectives.
I received a list from my insurance saying I have to find a new dentist
That's absolutely not correct. We have several patients on your plan! Our doctor made the decision to change the relationship we have with your plan because they were asking us to downgrade our standard of care, and you deserve better!
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.
I don't want any x-rays today.
Tell me a little bit more...
What concerns you about x-rays?
Why is it important for you to get your teeth cleaned today? Other than a cleaning, what would you like to accomplish while you're here?
How important is prevention to you when it comes to your teeth?
After you've quoted the fee...
'I'll have to get back to you'
I sense some hesitancy. Do you mind sharing?
The goal is to uncover the unspoken objection.
When would you like for me to follow up with you?
I don't want an exam - just a cleaning
Tell me why it's important for you to get your teeth cleaned?
Do mind sharing with me why you're reluctant to have the doctor check your teeth?
I'll do what my insurance will pay for.
What if your plan doesn't cover things that are important to you? (have we established what's important from the patients point of view?)
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?
Most patients have found that their dental plan is more of a 'rebate' or supplement, than actual insurance.
That's a lot of money! There's no way I can do it.
Yes it is quite an investment. Would it be helpful if we could spread out the cost over time?
You get to decide the pace of your treatment. Where would you like to start?
I want to get my teeth cleaned.
Great! Do you mind me asking who I'm speaking with?
I'm so glad you called! Why is it important for you to get your teeth cleaned?
What are you looking for in a dental office?
What else would you like to accomplish when you come in?
Do I have to do everything at once?
Absolutely not. You get to decide the pace! It sounds like you might want to spread out your treatment - tell me more...
Most patients like to minimize their visits and take care of everything in 1-2 well planned visits. What do you think?