Why Case Presentations Fail
In this Kleercast episode, Steven J. Anderson of Total Patient Service Institute shares drivers for patient decision making, the keys to team case presentation and acceptance, and how to magnify clinical excellence by hearing "YES!".
1. Failure to convert prospecting patients
The failure to convert prospective patients into scheduled appointments is often due to a need for more organized systems. In fact, according to a recent survey by ToPs, 92% of dental practices neglect the fundamental step of asking for the caller's name during inquiries.
The simplicity of asking for the caller's name is a powerful tool for establishing a connection from the outset. Additionally, while price transparency is critical, you want to discuss price with prospective patients only after equally showcasing your value.
Having a format to follow with every new patient inquiry, coaching your team on the best ways to engage, and tracking key metrics such as calls to conversions are great ways to avoid missed opportunities. This ensures that your office performs at peak potential even before patients enter the door.
2. Failure to listen
Burton J. Lee III, former White House physician, stressed the importance of knowing more about the patient than their disease. Dentistry is no different — it's a relationship business. Patients want to see themselves reflected in every interaction to validate the information presented. By being the "mirror" and actively engaging with patients, dental practices can create a positive feedback loop that fosters a greater sense of commitment to your practice and your care.
3. Failure to ask good questions
The law of entropy applies to the natural tendency of things to become disorganized over time if no effort is put into maintaining order. Two key indicators of entropy in a dental practice are the presence of unscheduled treatment plans and unscheduled active patients.
Asking commitment-oriented questions will help to move more conversations forward. Stop asking, "do you have any questions?" and start asking, "based on what we talked about today and the plan we put together to reach your goals, should we go ahead and get started?" Improving how you ask questions will help move more patients closer to "YES!"
4. Failure to provide patients with enough financial support
Some interesting data that came out in December from the Federal Reserve Bank of New York found that 65.5% of consumers surveyed would be unable to cover an unexpected expense of $2,000 or more if one came up next month. This showcases the need for more options for patients to be able to fit essential dentistry into their budget. It's highly recommended to have an in-house dental membership plan and additional patient financing to best support your patients.
Industry partners like Kleer and Sunbit help remove friction for patients, enabling dentists to remove many of the traditional financial barriers to care.
*See how Kleer's Dental Membership Platform and Sunbit's Patient Financing Solution can work hand-in-hand with your office. And if you have time watch the webinar to learn how these two tech partners are disrupting how dentists do business.
5. Failure to see patient objections as opportunities
Instead of viewing objections as roadblocks, consider them as chances to address concerns and provide valuable information. When a patient objects, it's not a rejection; it's an invitation to further the conversation.
Here's a key principle: Objections are often expressions of uncertainty or fear. The way to handle objections is to explore them. Ask questions to uncover the root of the objection, understand the patient's perspective, and then address it with relevant information.
This Kleercast was produced in partnership with ToPs
Total Patient Service Institute offers exceptional dental practice management and practice coaching, specializing in implementing the highest level of patient service and communication skills in dental practices around the United States.
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