|
with Dr. Steve Rasner
|
"We Really Like You, But Can't Afford To Stay With You"
Protocol # 83 (Excerpt from "The Protocol Book")
This protocol sets up guidelines as to when to "save" a patient. Here's how it works:
First, understand that many patients won't come out and tell you that cost is why they want to leave. It might begin with a cancellation for a hygiene visit. When you go to reschedule, they'll tell you they'll call you back. You should ask: "Is there anything I can help you with? Is everything OK?"
If the conversation leads to the above protocol, the staff member involved will make a "snap decision" based on the following parameters:
- Do they keep their appointments?
- Do they have other family members that are patients?
- Do they embrace, to any degree, our philosophy of comprehensive care?
- Do they pay their bills?
- Do they refer others?
- Are they a positive or negative energy to this practice?
 Although there are technically six questions, a complete computer file (which will only be as complete as the tenacity of the inputting employee) will yield these answers in seconds. If the answer is yes, they are quality, then follow these guidelines:
- Offer to give 20% off across the board on all fees charged.
- Offer to adjust up to $200 on a balance dispute over $1000.
The conversation would go like this:
"You know, Mrs. You'renotleaving, you and your family have been with us for three years. We consider you great patients. You keep your appointments. You value our philosophy. You're just good people. And, if we can, we would like to keep you. To that end, I have the authority to offer you a..."
Rationale
Quality patients have never been harder to find. Yes, you'll make less on these patients. Perhaps you will even get a call from a sister-in-law who will request the same for their family. But I wouldn't include it, if it would hurt you. It's hard to put a price on the cost of bad will. Losing "quality" patients just ain't a good thing. This is not a place to stick to your guns. I know you use quality labs, quality supplies, and pay your staff well. I know you're not K-mart. I also know for a fact the Ritz Carlton or Four Seasons has a "bend but don't break" philosophy. You need one too.
|
One-on-One Coaching
with Dr. Rasner
Where will YOUR practice be in December, 2011? 
Will you be stuck in 'horizontal growth' mode?
Want to create
your breakthrough year
and the practice you love?
REALIZE YOUR DREAM
with One-on-One Coaching for you and a staff member... in Dr. Rasner's office! Schedule your
complimentary consultation
today!
800-337-8435
|
|
 |  |  |
|
Realizing the Dream (DVD)
A LIVE Full Day Seminar with Dr. Rasner (includes course manual). Topics covered include: The New Patient Experience, Motivating Staff, Case Presentation, and Marketing.
Only $299 thru Jan 21
(Normally $365)
|
|
| | |
|
Learn more about
Dr. Rasner's
speaking presentations:
|
|
| | |
|
Where in the World is
Dr. Rasner?
Keller Dental Lab
Louisville, KY
Jan 14, 2011
Dental Rendezvous
Thunder Bay, Canada
Feb 4, 2011 Southern Illinois Dental Society Carbondale, IL Feb 18, 2011
Eastern Shore Dental Implant Study Club
Salisbury, MD Mar 18, 2011 Case Western Reserve University School of Dental Medicine Cleveland, OH Sep 10, 2011
Chicago AGD Chicago, IL Sep 16, 2011
. |
|
 |
 |
 |
Follow
Realizing The Dream
on
| | |
