{"id":541,"date":"2023-05-30T10:41:50","date_gmt":"2023-05-30T14:41:50","guid":{"rendered":"http:\/\/www.davidschwab.com\/blog\/?p=541"},"modified":"2023-05-30T10:41:51","modified_gmt":"2023-05-30T14:41:51","slug":"no-more-deer-in-the-headlights-speaking-confidently-about-fees-chairside","status":"publish","type":"post","link":"https:\/\/www.davidschwab.com\/blog\/2023\/05\/30\/no-more-deer-in-the-headlights-speaking-confidently-about-fees-chairside\/","title":{"rendered":"No More Deer in the Headlights:\u00a0 Speaking Confidently About Fees Chairside"},"content":{"rendered":"\n<p><\/p>\n\n\n\n<p><\/p>\n\n\n\n<p>Most dental team training programs have a glaring omission: clinical team members are often not trained to answer patients\u2019 questions regarding fees.&nbsp; Administrative team members at the front deal with these questions every day, and many are quite adept at explaining value for the dollar with regard to proposed treatment.&nbsp; However, when patients turn to an assistant or a hygienist chairside and express concern about dental fees, the clinical staff are often unprepared.<\/p>\n\n\n\n<p>It is common for back-office team members to be uncomfortable with these types of questions.&nbsp; They may respond by saying, \u201cYou have to speak to someone up front about that,\u201d which is a true statement except that it is often conveyed in a halting tone that betrays a lack of confidence.&nbsp; The effect that financial questions have on assistants and hygienists is similar to Superman being exposed to kryptonite.&nbsp; Over the years, the super-human caped crusader was unstoppable\u2014until he was exposed to material from Krypton, his home planet.&nbsp; Back-office team members should not lose their superpowers when a patient asks why a procedure seems so expensive.<\/p>\n\n\n\n<p>Here are three very good answers when patients ask about fees chairside.&nbsp; My comments are in italics.<\/p>\n\n\n\n<ol class=\"wp-block-list\" type=\"1\">\n<li>&nbsp;Our fees reflect the quality of care provided uniquely to you. Dr. Smile uses only the best materials and technology.&nbsp; <em>This statement brims with confidence<\/em> <em>and reinforces value for the dollar.&nbsp;<\/em><\/li>\n\n\n\n<li>It\u2019s a great investment in your health.&nbsp; You deserve it.&nbsp; <em>Patients need to hear again from their trusted assistant or hygienist that the proposed treatment is in their best interest.<\/em><\/li>\n\n\n\n<li>Patients tell us all the time that they wish they had decided sooner to have the treatment.&nbsp; Let\u2019s go to the front and you can speak to Julie about different financial options.&nbsp; <em>This transition is seamless and can be used with any of these answers.<\/em><\/li>\n<\/ol>\n\n\n\n<p>Clinical team members are not expected to make financial arrangements or discuss fees in depth with patients.&nbsp; However, their verbal responses to patients\u2019 questions about fees and body language are very important.&nbsp; The deer-in-the-headlights look is an expression of anxiety.&nbsp; &nbsp;&nbsp;When all dental team members are properly trained to handle the money question and respond succinctly with rock-solid confidence, patients feel more comfortable moving forward with recommended treatment.&nbsp; Practices owe it to the team and the patients to provide such training.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Most dental team training programs have a glaring omission: clinical team members are often not trained to answer patients\u2019 questions regarding fees.&nbsp; Administrative team members at the front deal with these questions every day, and many are quite adept at explaining value for the dollar with regard to proposed treatment.&nbsp; However, when patients turn to &hellip; <a href=\"https:\/\/www.davidschwab.com\/blog\/2023\/05\/30\/no-more-deer-in-the-headlights-speaking-confidently-about-fees-chairside\/\" class=\"more-link\">Continue reading <span class=\"screen-reader-text\">No More Deer in the Headlights:\u00a0 Speaking Confidently About Fees Chairside<\/span><\/a><\/p>\n","protected":false},"author":1,"featured_media":542,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[68,1],"tags":[7,69,6],"class_list":["post-541","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-dental-coaching","category-uncategorized","tag-david-schwab-ph-d","tag-dental-coaching","tag-dental-practice-management"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.4 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>No More Deer in the Headlights:\u00a0 Speaking Confidently About Fees Chairside - David Schwab, Ph.D.<\/title>\n<meta name=\"description\" content=\"Back-office dental staff need to be trained to handle financial questions chairside.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link 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