Is Your Office Crushing Case Acceptance?

By Caitlin Mendez

June 18, 2024

Achieving high case acceptance rates isn’t just about convincing patients to proceed with treatment—it’s about building trust, communicating effectively, and presenting options in a way that aligns with their needs and financial situations. Here’s a comprehensive guide to help you enhance your case acceptance strategies.

Building Trust from the First Interaction

Case acceptance starts long before the patient sits in the dental chair. It begins with the very first phone call. When patients call to schedule their appointment, it’s crucial that your personality, warmth, and trustworthiness shine through. Use their name multiple times, answer all their questions, and remove any obstacles that might prevent them from booking their appointment. This initial interaction sets the tone for their entire experience with your practice.

Creating a Welcoming Environment

When patients walk into your office, the first 30 seconds are critical. They quickly decide if they feel comfortable receiving treatment there. Ensure that your front desk team is trained to acknowledge patients immediately, stand up to welcome them, and create a positive first impression. This welcoming atmosphere is vital for building trust and making patients feel at ease.

Mastering the Art of Presentation

When it comes to presenting treatment plans, your body language and energy are key. Be confident and enthusiastic! Confidence in the procedures and payment options reassures patients that they are in good hands. Practice your scripts until you know them by heart—this will help you respond to objections with ease and maintain a positive, persuasive demeanor.

Planting the Seed of Affordability

During your discussions, always plant the seed of affordability early. Let patients know that you have great payment options prepared to make their treatment affordable. This reassures them that their financial concerns will be addressed and keeps them engaged throughout the presentation.

Overcoming Common Objections

Patients often have concerns about cost, the procedures themselves, or their ability to get approved for financing. Address these objections empathetically and confidently. Explain that prequalification for financing does not impact their credit score and offer multiple payment options to make the treatment affordable. Always present the total cost, what insurance will cover, and the out-of-pocket expenses in a clear, concise manner to avoid overwhelming them with information.

Systematizing Follow-Up

If a patient leaves without scheduling, it’s essential to have a systematic follow-up approach. We recommend the 2-2-2 method: follow up in 2 days, 2 weeks, and 2 months. This ensures that no patient falls through the cracks and demonstrates your commitment to their health and well-being. Use a treatment tracker to log each patient’s progress and keep your schedule full.

Handling the “I Need to Think About It” Response

When a patient says they need to think about it, gently probe to understand their concerns. Is it the procedure or the cost? Address their specific worries directly and reiterate how manageable the payments can be. Your goal is to get a decision while they are still motivated and present in your office.

By implementing these strategies, you can significantly increase your case acceptance rates, ensuring that more patients receive the care they need while boosting your practice’s success.

Until Next Time,

Caitlin Mendez
Team Training Coach
Dental Success Companies

P.S. Looking to refine your skills and learn more about effective case presentation? Join us at the Dental Success Network and access our comprehensive resources and expert advice to elevate your practice!