* If they call to reschedule and you say, “OK” and reschedule them for the next opening ~ you are training them that it is just fine to call for any reason to cancel and you’ll still get them right in.
* If they hesitate to pay at the end of treatment and you say, “No worries, I’ll bill you” ~ you are training them that they don’t have to pay until they are good and ready.
* If you say “when would you like to come in” when scheduling their appointment ~ you are giving them control of your schedule.
You get the picture. Most dental employees speak this way to their patients because they are nice and they want the patient to be happy. Most people do not like to disappoint others. But in the long run they are not doing your office any favors, the way you schedule and reschedule effects your bottom line.
There is a way to be nice and still be in control of your office so you are able to best serve all of your patients, not just the squeaky wheels.
Benefit Statements. Teach your team some scripting using benefit statements that will help your team serve both the patient and the practice.
~ I wish I could, however…
~ We understand how you feel…
~ We have found that it helps keep our costs down to collect the day of service..
~ Other patients have felt the way that you do…
Need more help with Scripting? Contact my friend Sandy Pardue at Classic Practice Resources, she can help you!