(In the previous post, we discussed the treatment coordinator’s role and conversation with the patient as they present the case. In this post, we will conclude our discussion by talking about the best way for the treatment coordinator to actually close the case in a way that maximizes case acceptance and therefore leads to maximum dental practice growth.)
Asking for Commitment
After answering the objections, the treatment coordinator needs to press forward and ask for a commitment from the patient. “Are you ready to begin this treatment that will finally give you the smile that you have been seeking?”
Although the goal is, of course, acceptance of treatment right away by the patient, have a backup process ready for the times that the patient does not immediately accept treatment. A good method is to give them one of the pictures that the treatment coordinator previously shared with them or else a CD or flash drive with all the pictures on it for them to take home with them. This is more valuable for convincing family members than a printed treatment plan could ever be and serves as a tangible reminder to the patient of their need for further care.
Also, make sure that you have clear statuses for designating all patients in your system as Active Treatment, Observation, Declined, or Pending and a follow-up plan in place for contacting or de-activating them according to their status. Keep these statuses simple in order to avoid losing patients in the depths of your system. Dental practice growth can easily be retarded by glitches in these important, but often-overlooked, processes.
Closing the Case for Maximum Dental Practice Growth
Once the value has been clearly established and the patient accepts the need for treatment, the treatment coordinator needs to present the financial investment necessary. The treatment coordinator should give the total confidently and then proceed to tell them what portion insurance will cover. You want your patients to think of insurance as a fortunate benefit instead of a silver bullet for the high cost of dentistry.
Finally, the treatment coordinator should give them four payment options in the following order. They should not proceed to the next one until the patient has clearly declined the one on offer. For the purpose of example, let’s say that the patient’s portion amounts to $4,500.
- “Would you like to pay in full and gain a 5% discount? That brings your bill down to only $4,275 payable today.”
- If the patient cannot pay in full, offer them third-party financing on an interest-free basis for a year. “We could try another option. Can you make $375 a month work?”
- If monthly payments are unacceptable, and the patient is trustworthy, you can offer them this: “We could split the total into 2 payments, one payable today and other payable when we do the work.” When the patient returns for the work, of course, be certain to hold them to the deal.
- If the patient is unable to see their way clear for any of these payment plans, split the treatment up into manageable chunks, performing the most urgent first and delaying the rest until it is affordable. This is still preferable to losing the patient and not being able to provide any care for him.
If the patient refuses all of these options, the treatment coordinator should focus on getting him back to the practice for future cleanings and exams. The patient may not be ready today, but someday they likely will be, and you want them to be your patient when they are.
And finally, the treatment coordinator should present both the treatment plan and the financial agreement in writing for the patient to sign.
To close the consultation, the treatment coordinator should shake hands with the patient and say, “Thank you for choosing our practice to meet your dental needs. Here is my card if you need to contact me with any questions or concerns. I am delighted to make your acquaintance.”
Helping your treatment coordinator to follow these best practices will skyrocket their closing rate and lead to the dental practice growth that we all want to see.
For more help with bringing in patients for your treatment coordinator to talk to, reach out to Client Connection Group today! Our social media advertising and dentistry resources have made all the difference in the dental practice growth of our customer dentists all across the country!