Last month I addressed some commonly asked questions regarding this topic. The following are more questions and answers you may find interesting.

I am a dentist who has just hired a great new team member to present treatment and fees. What is the one thing that I can say to that person to ensure successful presentation?

Enthusiasm is the key! If your Treatment Coordinator believes in and is confident about the treatment and fees, it will come across in the presentation. This is why I recommend that each team member experience your dentistry first hand. Keep in mind that the dentistry that you offer will also elevate your patients' confidence level, enhance their looks and their outlook on life. For many patients the change is not just physical, it is also emotional. Once you related to what your patients' wants and values are, fee presentation becomes easier. Remember people will find a way to afford anything they want, as compared to what they are told they need.

You talk about developing listening skills, how does that relate to presenting treatment that patients need and want?

There are certain treatments that patients need immediately. I call this phase one dentistry (e.g., root canal, periodontal therapy, etc.). Patients need to know that if treatment is postponed, it will make correction more difficult and costly. If the urgency of treatment is explained, the average patient will make a commitment to treatment. I suggest that if patients decline treatment you have them sign a declined treatment form. This legally protects the practice and lets patients know that if their condition worsens, it was as a result of their decision.

Once this phase has been completed patients need to be introduced to the next level of care. Treatment that may not be needed immediately, but will enhance patients' smiles or improve their overall health (e.g., onlays/inlays and veneers). Patients want to look and feel better, and will often make decisions based on emotion. Someone in your practice needs to have the time to listen to what patients need and want, so that you can introduce how you are going to make it affordable for them.