I NEED WHAT??
I'm not sure I want a crown. Can't you just do another filling?
Tell me a little bit more...
What benefit do you see in doing another filling?
How long do you want it to last?
How many times do you want to work on that tooth?
This won't happen very often if we ask open-ended questions FIRST..
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 need to talk to my wife first.
I totally understand. I would do the same thing! What do you think she'll say?
Would it be helpful if we could set up a zoom follow up with both of you?
When would you like for me to follow up with you?
I don't need the 'deep cleaning'... I just want the veneers.
Tell me a bit more...
How long do you want the veneers to last?
How nice do you want your smile to look?
You're investing a lot in your smile! Getting your gums good and healthy will help you accomplish your objective - the most beautiful, long-lasting result.
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.
My filling came out and now my tooth is really sensitive. I've been online and it sounds like I might need a root canal. what do you think?
Oh no! I'm so sorry you're having trouble. Do you mind telling me your name?
I'll bet Dr. Brady will want to meet you and personally take a look. We have time reserved especially for our new patients with these type of situations - can you make it in tomorrow at 2pm?
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!
I hate shots!
You're not alone! Tell me more...
Are you familiar with some of the new technology that doesn't require injections for dental treatment? (lasers, etc.)
How can we ensure that you're as comfortable as possible?
What if we could consolidate treatment as much as possible to minimize the injections?
I understand how you FEEL We have other patients who have FELT the same way, and what they've FOUND is that Dr. Brady is extremely gentle!
Which one is the worst one? Can you prioritize this for me?
It's really up to you. Where would you like to start?
There all kind of tied for first. It sounds like you want to spread out the treatment. Tell me more...
You get to decide where to start. Most of our patients like to take care of everything in a couple of well-planned visits to save time. What do you think?
How do you do an implant?
Great question!
It sounds like you're interested in making some improvements. Tell me more...
What exactly would you like to know about the process?
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?
Do you have laughing gas?
Do you mind if I ask who I'm speaking with?
Thank you so much for calling! Yes, we certainly have laughing gas - It sounds like you're looking for a new dentist. Tell me more!
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 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?