Eric Vickery and Shyanne McCracken discuss how to facilitate mutual agreement for increasing case acceptance and filling schedules more effectively.
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About Shyanne McCracken
Shyanne holds a degree in Psychology and English. After gaining valuable experience as a crisis worker and mental health counselor, she transitioned into the dental field, eager to apply her skills in a new environment. Her passion for understanding patient behavior—through DISC profiling, rapport-building, and other techniques—has been instrumental in increasing case acceptance and attracting new patients. As the office manager and patient coordinator of a thriving insurance-free practice for many years and now in her capacity as a Mastery Dental Coach, she is passionate about helping other dental offices break free from insurance constraints and fostering teams that prioritize patient-driven care, ensuring that patient needs remain the focus, regardless of insurance coverage.
About Eric Vickery
Eric holds a degree in business administration and brings a strong business and systems approach to his consulting. His initiation into the field of dentistry was in the area of office management. He managed dental practices for over ten years and has been consulting over 250 offices nationwide since 2001.
Episode Transcript
Transcript performed by A.I. Please excuse the typos.
00:02
This is Dental All-Stars, where we bring you the best in dentistry on marketing, management and training.
00:10
Hello friends, welcome to your weekly Motivational Moments with Eric Vickery, president of coaching at All-Star Dental Academy. With me is my fellow coach, my friend Cheyenne. Hi Cheyenne, how are you? Good, Eric, how are you? I’m doing good, doing good. It’s great to have you here with me. We’re gonna do a weekly just coaching session for those that are listening this weekly at their huddles. So what would you say is?
00:38
really important for you to be working with your clients on right now. What’s number one? Right now, I would say all things filling the schedule. So whether that’s case acceptance or re-care recall really is what my focus has been with clients. All right. Filling the schedule. So just warm bodies, anything will go. A bunch of deliveries and adjustments, right? No. But some things are good, but no. Yes.
01:06
Butts and seats are good. All right, so what would you say is the coaching hack then that this week we really should be emphasizing and working on to keep butts and seats and having that schedule full to goal? What would you say? Right now I’m working on case acceptance. So the three yes system is what I like to think. So 95-5 case acceptance formula, right, Eric? You love this concept and I’ve been working with all of my clients on it right now too.
01:35
I have an office who’s really trying to get their Invisalign cases out there. They’re pushing for that right now. So we’re working on that 95-5 principle, really focusing on what is the condition and helping patients understand that condition. The concept or the principle here is that people don’t buy a solution to a problem they don’t perceive to have. So
02:03
This is why admin, you hear things like, hey, this tooth isn’t bothering me, so I’m gonna go ahead and wait. Or cancel, right? Yeah. So I have a question for you. So with Invisalign, butts in seats, and you mentioned 95.5 rolled, I think this is a really cool topic and we’ll be direct with this, but I’ve got, I don’t know, crowding in my teeth. And I’m an adult and Invisalign is gonna be the proposed solution, but the problem is crowding of teeth.
02:32
part of that we also have to address in this process is consequences. Whether it’s Invisalign, missing teeth, decay, whatever it is, there’s always got to be a consequence to not doing something. So with Invisalign and straightening teeth, just curious, what are you hearing offices talk about when they talk about consequences here? Yeah, so they’re talking about that overcrowding, that misalignment, even jaw pain. Yeah.
03:02
Peace of mind knowing that they’re not gonna have any jaw pain, food traps, things of that nature. Yeah, I would think higher decay rate. I would even think, like, you always talk about knuckles, how they hit together, that malalignment, just bad teeth alignment, I guess is the right phrase for it, and what’s gonna happen down the line with breaking teeth. So you gotta let your patient know, hey, this is why we’re concerned about this. The crowding is here, the misalignment is here, and this is what’s gonna happen if you don’t do anything.
03:32
and then ask them. You talked about three yeses. So what are the asks then? Yes. So we did the 95%, right? You’ve done many motivational moments on that 95-5 role, which I absolutely love. So 95% of the time, we’re talking about the condition. Before we’re moving on, we’re assessing how concerned is the patient. So we ask the question, how concerned are you with what we’ve discovered today? Okay. If they say all in, yes, I’m concerned, would it make sense then to talk about a plan?
04:00
So that’s our yes number two. If they say yes to those two, then we have permission to move on to that 5% discussing the solution. How do you feel about moving forward with this plan? Our third yes. We’re getting that commitment from the patient who understands those conditions and consequences. Yeah, and those are, two of those are not yes or no questions, I’ll point that out. They are how questions, they’re open-ended, they’re getting the dialogue going so people don’t yes you to death. So this week.
04:27
Thank you, Cheyenne, I really appreciate it, I love it. So this week, let’s focus on this. How concerned are you with condition? Would it make sense to talk about a plan? Talk about the plan when they say yes, and then say, how do you feel about this plan? How do you feel about moving forward with this plan? How much sense would it make to move forward with this plan? Use your how questions there, and also focus on the consequences in that 95 part of the 95-5. Does that sound about right? That sounds right, love it. Awesome, love it. Go out and make it a great week, guys.
04:58
We hope you enjoyed this episode of Dental All-Stars. Visit us online at allstardentalacademy.com
