The 5 R’s to Case Acceptance

Transcript performed by A.I. Please excuse the typos.
00:00
Welcome to Dental All-Stars. I’m Alex Nottingham, founder and CEO of All-Star Dental Academy. And with me is Eric Vickery, the president of coaching at All-Star Dental Academy. And we’re talking about the five Rs of case acceptance. Welcome, Eric. Hey, thanks for having me, Alex. So I would like, we have a task today on this podcast because we have a course and you’re familiar with it. You train with it, your team does, and our clients do part of our All-Star Dental Academy online program.

00:30
is the case acceptance course. And there’s a model called the five Rs of case acceptance. We have a lot of fun models. We also, I believe we have in there, yeah, we have the 95-5, we have the case acceptance formula. And so I would like to adapt because we teach some additional stuff in our coaching program, in our live events. And I like to be able to adapt this all together in the five Rs of case acceptance, which is a powerful kind of easy.

00:59
way to remember case acceptance. Yeah. So let’s have some fun with this, shall we? Yes, let’s do it. Okay, so case acceptance, again, this is a course that we kind of go into, I’m kind of looking at my notes here, we also have the five Ps of the patient experience, right? That’s a whole nother, I did over that with Larry Guzzardo. So case acceptance, again, being one area of the patient experience. So it starts with a phone call.

01:28
and they’re coming in and eventually we want them to accept treatment, that’s the goal, and then refer. Part of our business growth formula. So tell me, and I’ll just lay it out for everybody, are the first step of the five R’s, let me give you the five R’s and we’ll go through each one of them actually. Five R’s are report, number one. Number two, review findings. Number three, review fees. Number four, respond to objections or questions if there’s any. And fifth, receive payment. Those are the five R’s. Once we get to the stage,

01:58
of case acceptance. So in case acceptance, tell me about rapport. Yeah. So first of all, I want to just big banner this real quick. Big banner case acceptance. A lot of times I think in dentistry people that work in dentistry don’t like the word sell. They don’t like the word sale or sales because I think they immediately associate that with pressure sales. That’s right.

02:25
The reason rapport is so important is because this is about relationship sales, if we can use the word sales. And so what we do in dentistry is we disguise it with case acceptance. Or influence. It’s move people to sell us human. There’s a book by Daniel Pink. I mean, everything, you know, whether you’re buying a pill, whether you’re listening to a sermon, we’re selling you something right now in a podcast, right? I mean, we’re selling information, ideas, concepts. We’re constantly getting this. So please don’t.

02:55
two things. Don’t misunderstand that this is about pressure sales. No. And also don’t misunderstand that this is not about sales. Case acceptance is about getting the sale. But we don’t like that word. And I agree. I don’t like that word. I want patients to want to work with us. I want them to want to cure the problem. And that’s where report comes into play. Yeah. So I’m glad you brought that up. So that’s a great, what is it? Preface is this issue of sales. So for many years we…

03:25
We don’t use sales very often in our training, the word, we use service. And it’s unfortunate because I think in other industries, sales are not a problem. You go to Best Buy for a sale. You wanna get a deal on a sale. Now at the same time, we’re not commodities, but I think because of so much sales training in dentistry and medicine and all that, that it soured people. People are already afraid and they don’t love going to the dentist, that now you’re gonna start to pressure them.

03:53
And so we’re all about no hype, no selling. No pressure. In a sense, however, however, we have to understand that there’s a grouping of concepts, sales, influence, even the word manipulation, we don’t use that. But what’s happening is we are manipulating people and always you’re manipulating their gums, right? But when it, really it’s like the good, the light and the dark.

04:20
You can use sales and persuasion and even emotional intelligence, right? You have people that know people and they’re charming, but they use their charm to, in a dark way, in a way to manipulate to someone where they don’t benefit. If you have a cancer drug that can save people’s lives and you want it out there and you’re evangelical about it, you’re saving it for good.

04:47
Right? Versus, are you doing it to manipulate, to pocket money and not benefit? So always whatever we’re teaching, and we will let go of clients quickly if we hear any type of way of hurting people. It’s rare that people are attracted to our message because we’re so clear about it. And so our tagline is training with integrity. Now the goal is, how do we present, how do we convey, sell, influence people to support them?

05:14
to support their outcome. We’re thinking about them. And so the end result is a win-win situation. So it’s, again, we have to preface that. We don’t want it, we don’t want, I’ll leave you with this though. At the same time, we don’t want to water down so much that we’re not doing anything. Because you have the other side. You have one side where you manipulate to the extent that people are uncomfortable and whatever. The other side where you do nothing. Because you’re so afraid to speak to someone.

05:44
And you say, oh, you’ve seen this before, Eric. Well, I can’t sell, I can’t say anything. And the patient is not being served by you not doing that. And supporting them. So the number one thing we hear in this category of our training is, oh, I don’t like sales. Agreed, I don’t like pressure sales. Then why is the number one phrase you hear in a dental office sound like this? You need a crown. You need four quadrants of scaling root planing. That is pressure sales telling you what you need to do.

06:13
That’s true. And so there is a in here a section called moral obligation. This is what we’re talking about. You have, you have to approach this in a healthy way. You have to approach this in a way. I want you to hear how we’re approaching this is in relationship and you can, and relationships, uh, permit you to influence. Well, you mentioned moral obligation. That’s Jay Abraham. He said, if you believe in what you have to provide, you have a moral obligation to serve.

06:43
and provide it. So if you believe that your dentistry can help people, you have a moral obligation to get better at communicating, selling whatever, to convey that to the patient. Otherwise you’re not serving them because it’s your own ego. See, it’s an ego trip, by the way. It’s an ego trip to manipulate people to get what you want. It’s an ego trip to say, well, I can’t do anything for them because now you’re short-sighted. You’re not giving them what they need. So you’re speaking to the first step of the case acceptance and why we’re previsiting. It’s rapport.

07:13
it’s getting to know and like someone that’s so key. And if you’re doing something, whatever you want to call it, that is not in their best interest, what you call sales, service, influence, whatever you want, you are off, you are wrong, you will not succeed, your patients won’t like that. But if you are in the goal of understanding and caring for them and giving them the best dentistry and service in the world, you know, people want to buy.

07:41
And actually you don’t want to sell, you want them to buy. That’s right. And people want nice things. They want a beautiful mouth. They want great service. They want great dentistry. There’s a reason why they’re there. They’re there for you to help them. You’re not selling them something they don’t want. And here’s the problem with dentistry. The quote from the patient is, don’t find anything today, doc. And the reason for that is the same person I pay to diagnose is the same person I pay to fix the problem they say they found.

08:11
and there’s this inherent conflict of interest right in dentistry. And so it immediately just messes with our minds and goes, oh no, they’re gonna think I’m trying to sell them something. So we first have to get the mindset over that. We have to realize that building rapport has to be number one in this. You never walk into a room, Alex the patient, or walk in the room and say, so Alex, what brings you in today? Don’t do that, because that is starting from scratch. You just had a great call process.

08:39
You just had an assistant verify that information with the patient. Oh, I understand. You talked to Heather on the phone. She told me that. And then when I walk in the room, I go, oh, Alex, so nice to finally put a name to a face. I’ve heard a lot about you. I know you talked to Heather on the phone. And you’ve also talked to Shelly here in the office. And they told me that. Boom, boom, boom. And you just start. You don’t start from scratch. Your ability to build trust is already, time-wise, up instead of at zero. And now I’m building that rapport quickly.

09:09
And this goes with the whole patient experience because if I’m good marketing, good phone skills, good everything, and you get to the doctor, they have no idea who you are, they didn’t read your chart, they didn’t prepare, that is a, you are breaking rapport and- No, credibility’s lost. Do the work. Yeah, the rapport shows, yeah, if I walk in and do that with you, when I’m building rapport the right way, you as the patient think I must know what I’m doing. Credibility, confidence, and competence. So all of it’s intertwined, it’s all connected in building rapport.

09:37
We then have a chair side conversation about what it is you want for the health and appearance of your smile. And I understand why you want that. And then we go from there. I mean, Rapport is this banner of all the systems and verbal skills and relationship, EQ, everything that we teach. And it’s an ongoing process because as we go through these steps, you start to get a little bit more kind of structured. But Rapport…

10:01
is within every step you make, you’ve gotta keep that rapport high. I have this rapport meter. If rapport drops, you gotta go back and build rapport. You cannot proceed if rapport drops. You gotta keep a certain level of rapport, not over rapport, but a certain enough that they want. Remember, it’s not treat others as you wanna be treated, treat others as they wanna be treated. Yeah, that’s why disc is so important in the rapport step of this.

10:26
understanding who you are and how I’m coaching. For those who don’t know, it’s a personality prof, easy personality profiling that helps you understand people. Yeah, and it allows you to build rapport with them at their level where they want it. So rapport cannot be understated here. We could spend the whole session here talking about just rapport in general. Yeah, it’s key. Continue, so we do rapport. We got four more to go. Number two, review findings. So when you think about

10:56
cells and selling and say, okay, we’ll review the findings. What does that mean? Well, I’m gonna tell them what I found. Okay, that didn’t say review treatment. It said review findings. We have a 95-five rule that we use. 95% of our communication is focused on the condition and the consequences of the diagnosis. And only 5% is on treatment. So when I review the findings, I follow a formula in understanding how I need to communicate to patient Alex.

11:25
before he’ll ever want to do any solutions to that. And so we go from everything from having you co-diagnose with us, having you make sure you understand what’s gonna happen if you don’t do anything, to asking you if you’re ready, you’re concerned about that, to asking if you want a solution to that, and then presenting the plan and spending a little bit of time on that, and then knowing how to ask how comfortable you are proceeding with that without ever pressuring you, and the whole process takes time, but you can.

11:55
master the ability to make sure the patient gets it. Because I can’t just go back to you and go, look in your mouth and then look at you and go, well, you need a crown on number three. You’re gonna wonder why, I don’t feel any pain, I don’t have any problems, you just want $1,500. And then, and you know you’re doing this if your administrative team member comes to you and says, you know, Dr. Mrs. Smith, when she walked out, she said, oh, I need a crown today, I must need to make that new car payment for the doctor out there on that new car.

12:24
or I must need to put his kids through college, or I must need to pay for this new building. They’re not understanding why the review of findings, right? They’re not understanding why what’s going on, or you might have bad rapport. All right, makes sense so far? Okay. It does, I like that. 95.5 again, it’s about what you found, not about what you’re trying to get out of them. That’s right. Yeah, because then that will put you into a push purchase, that’ll put you into pushy sales, that’ll push you into, you need a crown, you need four.

12:53
quadrants of scaling and replanting which nobody likes to be in. So you want them to pull. You want to pull where they’re buying. Pull purchase. That’s right. Want. And it’s not selling. And like you said, and it sounds so, you would think you need a crown is not selling. That’s the biggest sale ever. You’re telling them what to do. That’s right. Need. Because it’s all, the word manipulation has a negative consequence, typically. And if you’re telling somebody what to do, it’s very dominant, that’s manipulation. That’s not even beyond that. You’ve been…

13:21
you went to the extreme. You’re telling them you’re directing. That is it. Yeah. So continue. I love it. And we’ll say things like you’ll hear this and when we’re not practicing listening observing, you’ll hear people like, alright, we’ll go up front and talk with Shelly. She’ll go over your treatment plan with you. I feel like I feel like I’m a number. Yeah, just go up. She’ll tell you what you need to do. I never forget the first I was gonna do ortho real quick story here real quick. So I went to two orthodontists.

13:51
back in my early 20s. I’m in dentistry and I just do this. He says there’s two things, jaw surgery or extract these teeth. I go, okay, he never asked me what I wanna do. All right, we’ll go up front and see Becky and she’ll go over everything with you. I go up front and she just starts talking numbers with me. And I’m like, wait a second, I see him walk by and I go, doctor, doctor, this plan is the one with the extractions in it. He goes, oh, I just assumed you wouldn’t wanna do the surgery so that’s the, and he just kept walking.

14:21
And I didn’t want to even extract teeth. So I went to the second order of the dollar. And that’s a terrible, I mean, it’s a good story. It’s just sad because it’s like, it’s so anti what we believe we want to see. We want to see great service. So I would even say this as we’re defining and redefining. So sales is part of it, but it’s really, we want a great experience. We want great service. We want somebody walking away. That was a great experience. Whether I buy or not, or what I buy.

14:49
That was a great human experience and I feel good. My uncle, who is a physician, he’d always say what he looks for is people leave seeing him with more energy than they came in with. They feel lighter, they feel that their lives have been enhanced, and not just by the medicine, by just meeting someone who cares. That is where we’re going for. Obviously we’re running a business, we’re following a process, but.

15:17
there’s this intangible, the rapport effect that they leave because that leads to referrals. Whenever you meet, I’ve met doctors where I have such a great experience with their team, I can’t help myself from putting a good review. I can’t stop myself from referring. I gotta find everybody because it’s a law of reciprocity. When somebody does good for you and treats you well, and you came in thinking they were gonna go manipulate you and they treat you like a human being.

15:46
and they acknowledge you and they care about you. Oh my God, you will go over backwards to repay that. You have to. I need to, in dentistry especially, I need to feel safe with you. And if we’re in a relationship, I love that word, but if we’re in a relationship, there’s a level of trust in that. So your rapport is peppered throughout all of this, all of these, the rapport doesn’t stop, like you said, and you’re in a relationship with me and you’re building this trust factor.

16:15
As you review the findings, I believe you. I believe, I see it on the imagery, I hear what you’re talking about, I get it, I can understand and comprehend it, it’s not confusing to me, and I want to solve a problem. And you know you’ve done it well when the patient looks at you and says, well, well, doctor, what do I need to do to fix this? Now you know you’ve done all the things so far that you need to do. All right. Love it. Review fees, number three, review fees. This is the plan review, this is…

16:45
probably your treatment coordinator, or I say patient coordinator. This is your administrative team member who’s gonna present everything, whether it’s insurance portion of it, financial portion of it, all that. You’re gonna go over the whole plan on what there is to do here. And yeah. So help me like step by step here. So the doctor is going to review the findings. Yes. And then does he or she do the fees or the team does the fees? Okay, we get this question a lot. We get this question a lot.

17:13
If you’re a doctor and the treatment plan is $5,000 and your way of presenting the fees is to say, well, Alex, that’ll be $500. If you can’t get to that place, then you’re not ready yet. Okay, just like a team member, I wouldn’t want them to talk about it. So it’s weird. It’s a really weird thing. Some doctors are very, very comfortable talking about their fees.

17:38
giving options and presenting it really eloquently and they do the whole thing. And some just are not. And some, like we were talking about on time management, recognize I’ve got a strong team member here that my patient’s gonna talk to. And I’ve got things that I’m legally obligated to do that I’m gonna go do next. I’m gonna go do another exam, I’m gonna do treatment. So you advocate that have your team do it unless you’re really good at it.

18:00
If you really have a passion for it and want to do it and you feel like it’s the right to go back to disc and rapport and the personality and the system, if it’s all there in it and it just, I, it’s a very, very small percentage. I’d say 10% or less of dentists present their fees. And I could see, I could see this scenario that if you’re really good at it and you don’t have a strong treatment coordinator yet, maybe you had to use our hiring service and you’re hiring somebody and you’re training them. It might be something you do with them.

18:27
until they’re comfortable. I also like, and I agree with that, I also like from the conflict of interest, it’s kind of nice that it’s like, look, I’m gonna review with you what is good for you, like, and talk about telling you, but I’m gonna review findings, so information, and then fees, the business, I’m not involved. That’s gonna be my team, they’re gonna take great care of you, I just wanna make sure that I don’t even, I’m not part of that.

18:54
in a good way. At least 90%. So the verbiage that we use is, let’s say I say, Alex, how do you feel about moving forward with this plan? I’ve just reviewed the findings. I say, Alex, how do you feel about moving forward with this plan? And you go, well, how much is it? You say, I would say, as I’m the doctor, I would say, Alex, I totally get that question. I’m so glad you asked that question because they’re considering buying, right? And I’d say, I have a team of magicians up front. They’re absolutely amazing at figuring out. They’re really good at figuring out how to make this affordable for people, to fit in a budget, to maximize insurance, if that’s a part of this.

19:23
And so let me ask you this, if we can take the financial part of this and put it up there in their hands and they work it all out, how are you feeling about moving forward with this part of the plan so far? I love it. And if you notice I’m saying how and there’s a lot of things we’re doing there in the training. But what I’m saying is I’ve got a team of people who are experts at that I’m expert, I’m an expert doing your dentistry. But they’re experts at doing so I’m empowering them. And I’m also physically with my hand, you can’t see the pockets, but I’m moving this out of the equation, right? I’m moving the finances out of the equation.

19:52
You know what, I have to say this because good timing. Every year, and it depends on when this podcast drops, but go to our website at alls and every year we do a one-day case presentation program. It’s called Case Presentation Mastery and that’s also attached to our All-Star Live Summit. It’s the day before. So that’s a very popular program. You probably do it. You can do it once every five years is good. And then-

20:21
And then once there’s enough people who go through it, which should be happening every other year, we’ll do another level or two for that. It’s just so important that we spend, as we’re listening to Eric talk about the five Rs and the different elements, like we wanna go deeper and we wanna be able to talk, because here’s the thing. If you’re doing coaching, you only have so much time. And if you’re doing the online program, there’s only so much time you can put towards case presentation. And then

20:50
If you put too much, there’s so many scenarios that with the case presentation program, the live event, you can workshop more, you can see it live, you can ask questions in the breaks, and you start to really, it sinks in your mind, and you can go deeper with respect to it. So, as we’re talking and you hear the verbiage, you’re like, how can I say that? Oh, that’s the thing, it’s like, just give me the script.

21:13
Yeah, it’s not the script. It’s role playing. It’s in ooh, training of it all. You could say the exact words Eric said, but you didn’t do it in the right context, the right person. And then that’s why you we teach also their disc so you can understand who and how you’re saying it. So there’s actually I’m putting it in context. Yeah, the case acceptance mastery series and the coaching is an extension of the five Rs. And if you want to pull the curtain back, I did three things I did case presentation formula.

21:42
How do you feel about moving forward with this? I did, we’re gonna talk about transfer of care, transferring it out to the person. I did objection formula, which we’re gonna talk about a second responding to objections. And I did asking questions. I mean, these are systems that were training you in verbal skills so that you hear it so much and you role-play it, you practice it so much that it just flows out of you. And then you’re like, oh yeah, I like that. And speaking for the dentist and what I like and I’m listening to is like, we want to take the pressure.

22:11
off the stuff that makes us uncomfortable. The more we can have this down where it’s mastery, that’s why we call it mastery. The more we can have case acceptance down and we really have mastered it, it’s something you can enjoy. You can enjoy treating patients, enjoy the process and not get into all this bleh. That’s unnecessary. Or pressuring people. Correct. Please know this, this is something you’ll never ever hear us teach.

22:39
Alex, do you see a good reason why you would want to go ahead and get this crown scheduled today? I mean, that is not something, you see a good reason why you wouldn’t want to get these leather seats today? I mean, we’re just not in that world. No. And I don’t like it. I know there are people out there who do, but that is not who we are. We are a, how do you feel about this, Alex? That’s the kind of approach we use. And when it comes to relationship and rapport, you’ll be in that world with them and you can get, I think a better, more sincere yes.

23:08
when you’re in our case acceptance training. And I believe for most dentists, the only reason they do that is they don’t have any other way. They don’t know another way. They go, they heard a script, they got sales training. That’s all that, there’s a lot of sales training out there. I mean, as influential as we are, Ulster General Academy, businesses, affiliates, and member benefits with the AACD, AGD, I mean, still you would think that, but still people get pulled into that and that’s all they know.

23:37
And so I think I would say 98 to 99% of dentists don’t wanna do it. They either don’t have the skills and the training or the right people to support them on it because you gotta be, it’s so easy to fall into when you’re not comfortable. I’ve even seen my dad do it. My dad’s great. He’s a sweetheart. But I see when people aren’t comfortable, they’ll either do some weird thing that it is did they heard, or most dentists will go, you just need it. You need it.

24:05
You need to and they don’t accept treatment and the dentist is is is is like Offended or they spend so much time with them and then they no show for the appointment or they cancel later because they don’t understand it Lootly and we don’t a prevention cancellation prevention tool. Yeah, and we’ve seen it all oh I mean all stars been around over ten years, but we’ve been doing this for 20 plus And so we’ve seen thousands and thousands of times and it’s happening. Yeah, so it’s obvious continue, sir

24:33
So we’re into responding to objections. So, you know, feel felt found, you know, this is something that is very basic to our training. I understand how you feel, what we found is. And so other people felt this way, what we found is. And that is a training that will work, but we also want to just disguise those words, you know, always using the feel felt found words, and you want to understand what am I really doing there? And so, and also making sure you’re identifying what an objection is and not just, I call it argument or agreement. Agreement.

25:00
Oh, you can’t afford it. Okay, bye. Have a good day. We’ll see you next time. We’ll check in with you at next hygiene visit. If you change your mind, let us know. That’s not good. That’s no bueno. And then also argument. Oh, we can just take care of it for you. We have amazing financial options. Go up front and see Shelly. She’ll get you taken care of. And it’s this right back at you pound like argument. No, we want to acknowledge where they are. If I’m in rapport with them, and I understand who they are. I have relationship with them. I acknowledge it. I understand how you feel. You know, I’m listening. I’m actually

25:29
empathizing with where they are, I get where you’re coming from. You know, we have a keen sense of a lot of patients have to figure out how do they make this affordable. And then I love using questions, you know, if they’re away, is it is it lack of urgency? Is it money? And we put these into categories of objections, and we ask some questions. And it’s always better for the patient to give you the solution than it is for you to tell them the solution. And so we take this

25:58
sense of objections, understand that I don’t have to wave the white flag and I don’t have to get into a debate with them. I can actually have a conversation with them in my report and get to a place where they solve the objection. Or they say something like I want to do it. I have I just can’t. That’s very different. And so we’ll take you through how to not only acknowledge but but engage in a in a healthy way with objections and not tell the patient the solution. Get get into a conversation with them so they uncovered themselves and

26:26
It’s actually a lot of fun when you learn the system and you get it down and you learn how to, again, not manipulate, but engage in a healthy way. That make sense? A hundred thousand percent. And if they are giving you objections or questions, it’s a good thing that they’re engaging you. Absolutely. Yeah, they’re considering. You got prepared. I think most people make the mistake of saying that money is the number one objection. I did. I know that I thought money was the number one objection. And yet,

26:55
time and time again, I would see them go out and get in their nice new cars, their new BMWs. They’re on their trip, their vacations to Turks and Caicos and their Disney World. This sounds awfully similar to what I’m doing. Could be a Cadillac, could be Hawaii, wherever it is. The point is this is they have the money, but what they don’t think is it’s important or has value in spending it here because it’s not.

27:22
No pain, no problem, no pay. And so they throw out this smoke screen and say, yeah, I can’t really afford that right now. They don’t think it’s that important. So really lack of urgency is the number one category for objection. And if you go back to the five R’s, you go back into 95.5, you go back into what we’re talking about, you recognize there’s a way to actually prevent that objection from showing up, and you’d be much better off focusing on your training on preventing the objection than it is just dealing with the objection. So the best training for objections is, don’t get them. Prevent the objection.

27:51
That’s the best training for it. You can also, if you’re doing a good preclinical interview, you’re building a rapport, you’re going to get all that data to you that you can circumvent. So I’d say phase one, try to prevent them by already answering them before they ask them. Ahead of time. And then if you are getting them, it’s better than them just not feeling comfortable asking for it. Yeah. There’s a cool technique.

28:18
And I know technique seems to be maybe distasteful, but I think it works. The scale of one to ten, where I say, Alex, on a scale of one to ten, uh, how you’re feeling about moving forward with this plan with one being, I totally don’t understand it and ten being I’m on fire. Can’t wait to get started. What number would you say you are right now? I’m an 11. You did a great job. So if he’s in, he’s in now, let’s say you say a five, then I would say, I would say, well, you’re not a one. That means I did a decent job at explaining what’s going on.

28:47
But I’m curious, tell me why you’re not a 10 on this. And now they go, well, I just don’t understand this. And now it’s just clarity of understanding what it is. And then I, oh, I can clarify that. Boom, boom, boom, you clarify it and then you do it. But I did a couple of things. That’s all you really can do is if you can explain the consequence, you can explain the findings, they understand completely, then they have the knowledge and the choices of what to do. That’s it, you’ve done your job. You can go to sleep. You can’t manipulate them.

29:16
It’s all you can do. You’ll manipulate yourself into a future cancellation. All right, and lastly, receive payments. So oftentimes doctors will come to us and say, I wanna work on ideal day scheduling first, Eric. I say, okay, well, ideal day scheduling, and they’ll say things like, my team doesn’t know how to schedule me to goal. You know, and there are some parameters, of course we work on that, but I explain to them first, look, ideal day scheduling or scheduling for success is a result of

29:45
Ideal financial arrangements. Ideal financial arrangements are a result of ideal case acceptance. Ideal case acceptance is a result of ideal report. You go through the whole thing. You work your way all the way back up to the great call process. So it’s all a flow to ideal day scheduling. Hey, fix my schedule. Okay, well we also have to work on these things here that lead to that. And one of the big things is financial arrangements and receiving a payment first. You can put a four hour.

30:14
I heard doctors, oh, I don’t want to put a four hour appointment on my schedule, what if they don’t show up? Ah, receiving payment, there’s an issue there. Your financial arrangements, your financial arrangement worksheet is out of whack. And so, getting a down payment, making sure that financial arrangements look like a win-win. Your patient feels good about it, and you feel confident they’re gonna be there now because they do it. And they’re leaving smiling about their financial decision. We just got an email, one of our coaches, Shion and I got an email today from a client. And it’s all about objections.

30:43
and the fact that they’re not going over financial arrangements unless the patient says they can’t afford the $4,000. I don’t know about you, Alex, but if somebody says that’ll be $4,000, you know what I’m gonna say? I’m gonna go home and think about it and talk it over with my wife.

30:56
But if you tell me it’s $4,000 and here’s three or four options that you can do, oh, prepayment and save, I might take advantage of that right now. Oh, three payments or extended payments or whatever it is, right? Now you’re giving me options that even if I can’t make a decision now, I can at least take home to my wife to make a decision. That’s right. So getting a down payment, getting… Put your money where your mouth is and showing me that you’re in on this is a part of your financial arrangement worksheet and it’s in writing. They’ve signed it.

31:25
They get the original, you scan the copy, and now I move into ideal day scheduling. Now I move into scheduling for success. That make sense? Love it, it does. All right. I love it. Great job, Eric. We’re going over the five Rs of case acceptance. So what I like to do everyone is I want to point you to a few resources. So one is go to alls That’s where everything’s at. Of course, you can see more podcasts on case acceptance and other patient experience, phone skills.

31:54
Of course, the online program, you can learn more about that. We have the program on phone skills, scheduling, case acceptance, the also dental MBA and more. There’s also a webinar and eBooks that I recommend. The webinar is great. I go over phone skills in more detail, scheduling in the business growth formula. That’s a wonderful content for yourself to take a look at. And then also check our events as well. Every year, as I mentioned, we do that one day.

32:23
case acceptance program. It is a must do for you and your entire team. And what’s nice is people that come to our summit is attached to the summit. If they have a new team member that didn’t do it, they can do that the day before and everybody kind of meets together for the program. So those will be some resources that I would send you to as well. And yeah, thank you again, Mr. President of coaching. And thank you for joining us. Remember as well to follow us on a podcast, Spotify, YouTube.

32:52
Get the episodes as they are released, share with your friends, and until next time, go out there and. And. Be. An all star. An all star.