Building relationships while preparing patients for their life-changing decisions
When a patient calls to schedule an implant consultation, they are either “ready to buy” or “just researching,” which is also known as the Short vs. Long Term Buying Cycles. The welcome call is an important tool for understanding where these patients are in their dental journey. Using the welcome call to pre-qualify patients will benefit both the patients and the practice.
Welcome calls allow team members in the practice to get to know the patient better and identify their “WHY” for visiting the practice. Dental care can be emotionally draining at times, so when you find their “WHY,” hang on to it; it’s their motivation!
What is a Welcome Call?
A welcome call allows a member of the front office team to go into discovery mode and gather vital information from the patient. Team members should use this time to ask questions, find out if there are any barriers to their dental care, and gather any other information that may be useful. You could even say it qualifies as a phone consultation.
Purpose of a Welcome Call
Welcome calls are an excellent opportunity to set the tone for a patient’s first appointment with the practice and properly set their expectations. We want to give them the most positive and encouraging experience possible.
When new patients are scheduled, particularly if a group uses a call center to take appointments and schedule them, they might not be entirely sure what to expect at that initial visit. For those who don’t speak the language, dentistry can be frightening. Welcome calls give team members the opportunity to reestablish expectations, further their rapport and set the patient up for success.
Key Topics to Cover During an Effective Welcome Call
- Investigate their “Why”: Remember, dentistry is an emotional profession; what motivates this patient to seek dental treatment?
- Are they in pain? Do they have a special event coming up? Are they missing certain foods?
- What’s bringing you in to see the dentist?
- What is your biggest pain point?
- Are they in pain? Do they have a special event coming up? Are they missing certain foods?
- How long have they been thinking about treatment, and what makes this the right time?
- When do they hope to get started?
- Do you have a specific timeline in mind for completing your dental treatment?
- As soon as possible?
- In the next three months?
- Just researching?
- Do you have a specific timeline in mind for completing your dental treatment?
- Is there another decision-maker besides the patient? If so, will they be able to accompany the patient to the consultation?
- Is there anything preventing them from receiving the treatment they want? Ask questions about each barrier without hesitation:
- Time – Does their schedule prevent them from making the commitment right now? What’s their ideal timeframe?
- Cost -Be prepared to discuss financing, credit scores, as well as comfortable monthly budgets, and offer to send pre-approval links if necessary. Understanding their budget will allow you to assist them in identifying next steps in treatment and will prevent “sticker-shock” while they are in the chair.
- If their credit is bad, ask them if they know anyone who would be willing to cosign for them. Request that the cosigner attend their consultation. This is referred to as a decision-maker, and they should be present for the consultation if at all possible.
- Lack of Urgency – This can be discovered by asking how soon they hope to begin. Don’t move on; instead, dig deeper. What is preventing them from moving forward? There may be another barrier hiding under the surface.
- Trust – Have they had negative experiences in the past? Ask for more information. In doing so, you can be sure that you won’t repeat their errors.
- Fear -When a patient expresses fear or anxiety, empathize with them, edify your practice by sharing how you’re different from other offices they’ve visited, and document their concerns for other team members to be aware of.
What is Patient Advocacy?
Being your patient’s advocate entails assisting patients in getting what they want. Keeping this simple sentence in mind can help you avoid “salesy” feelings. When you approach a consultation with this mindset, patients will know you are on their side and want to see them succeed. To be successful in this, it is critical not to take the easy “No,” but rather to have confrontational tolerance and ask questions.
Welcome Call Example
Implant Coordinator (Meg): Hi there, is this Daniel?
Patient (Daniel): Yes
Meg: Great, my name is Meg – I’m calling from SMC Dental to learn about your smile goals. We have you coming in for an implant consult on Tuesday at 2 pm. Is now a good time to talk?
Daniel: Yes, now works great.
Meg: Fantastic, first I want to thank you for taking my call. This conversation is going to help us understand what you have going on and what your goals are, so we can start putting together a plan to help you get where you want to be. Can you tell me a little about what you have going on?
Daniel: I’ve been doing some research and want to learn more about implants. I have had dentures for a few years, and I’ve never been very happy with them.
Meg: Oh goodness, I’m so sorry to hear that! Can you tell me what you don’t like about your dentures?
Daniel: Well, I can’t really eat the foods I want, they don’t fit well, and I hardly wear the bottom denture because it moves around.
Meg: That has to be frustrating, and I want you to know you are not alone… so many people struggle just like you. What kinds of food do you miss the most?
Daniel: I really miss going out to eat with my family and enjoying a good salad and steak.
Meg: I bet you do, does your family go out to eat often?
Daniel: Yep, once a week.
Meg: Okay, so it sounds like you are wanting a more comfortable, stable option that will allow you to enjoy dinner with your family. Does that sound right? How soon are you wanting to get started?
Daniel: Bingo! And ASAP!
Meg: Daniel, I can not explain how happy I am that you called our office. We are going to do whatever we can to help you reach those goals. You said you have been doing some research. What have you learned? What questions do you have?
Daniel: Well, can you tell me what some options might be?
Meg: Of course, there are a few options that can help you. Now some of these options may change when we see you, but this is just to give a brief idea. You could have a new set of traditional dentures made, they may fit a bit better, and you may still have to use fixodent or poligrip.
Daniel: No, I don’t want that.
Meg: I didn’t think you did, but I want you to know that could be an option, and it would be better than what you have right now. The next options are going to include implants. There are snap-in and permanent dentures. So, the snap-in can still come out, but the implants help hold them still and allow you to eat more of the foods you want. The options most patients want is going to be the permanent set. This is when you have implants placed and the dentures or teeth secure to the implants and do not come in and out; only the dentist can remove them as needed. What do you feel would be best for you?
Daniel: Well, I really want something that doesn’t come in and out.
Meg: Sounds good, now we have to talk about the elephant in the room. Is there anything that would hold you back from getting what you want?
Daniel: I would like to know the cost to see if this is going to be doable.
Meg: Great, let’s dive into that. It’s very hard for me to tell you how much it is going to be without seeing you in the office, but I can tell you that it’s going to be an investment. Do you have an overall budget you are wanting to stay in? Have you been saving for this, or are you looking for a payment plan?
Daniel: Well, I have some money saved.
Meg: Do you mind me asking how much?
Daniel: I could probably get about $10k together.
Meg: That’s fantastic, Daniel, not many patients we see are as prepared as you are. It’s an excellent start. I do want to let you know it may be more than that. It’s not uncommon for patients to spend 30, 40 or even 50k for the treatment you are wanting to have. Would you be interested in monthly payments in addition to what you have saved?
Daniel: Wow, that’s a lot of money.
Meg: Yes, it is.. It’s an investment and I will tell you we have never had anyone regret this investment. Typically, our patients say they wish they would have done it sooner. We work with various financing companies to help bridge the gap. How’s your credit?
Daniel: It’s pretty good, getting approved should not be a problem. Would it be okay if I bring my wife to my consultation? She may want to hear what my options are since this is going to be such an investment.
Meg: Please do. We would love to meet her and I strongly encourage her to come. This is a major life-changing decision, and she should be there. Do you mind me asking what her name is?
Daniel: Good, I would feel better if she is there with me. Her name is Mary.
Meg: I completely understand and would feel the same way. Daniel, I really appreciate your time today. It has helped me understand your goals, and I am so excited to help you reach them. Let’s get you comfortable to enjoy those weekly meals with your family and enjoy those steaks and salads again! This is going to be life changing for you! Do you have any other questions I can help with before your visit?
Daniel: No, this was very helpful. I am excited for my consult.
Meg: I am excited to meet you and Mary. Now, you give me a call if you have any questions or concerns before your visit, okay?
Daniel: Will do!
Meg: I’ll see you Tuesday!
Daniel: I’ll be there, looking forward to it.
What if a patient hasn’t been saving and has poor credit? What about getting a cosigner? Remember, being your patient’s advocate means helping them get what they want in any way you can! We can’t just say “No,” we have to be creative and lead our patients down a different path:
Daniel: I haven’t been able to save anything and my credit is not good at all.
Meg: Don’t worry…everyone has a next step! Do you have anyone in your life willing to help by cosigning?”
Daniel: Maybe, I can ask my grandma.
Meg: If I could guide you here, I would absolutely ask your grandma before your consultation. Get that conversation started and ask her if she would be willing to come with you to your consult. I want to help you get what you want, and having her there with you will help her understand the seriousness of your situation and see this is not you just asking for money. Do you think she will come with you?
Daniel: Yes, she’s been wanting me to get my smile fixed for a long time.
Meg: Perfect, what is her name?
Daniel: Anna
Meg: Thank you. You have my phone number right? If you or your grandma have any questions before your consult, please give me a call. I am here to help you any way I can.
Daniel: Thank you. This has been very helpful.
Meg: I’m happy to hear that and I am looking forward to meeting you and your grandma. See you Tuesday!
What if they don’t know anyone who can help, their credit is bad, and they haven’t been saving to meet their goals? You may come across patients who are not financially prepared; we can still assist them! Answer their questions, but also ask your own. When a patient does not have the funds available after exhausting all financing options, it is acceptable to inform the patient that this may not be the best time for a consultation; however, keep in mind that everyone has a next step:
Daniel: You know, I hurt my credit a while ago, I haven’t been able to save, and I don’t have any family or friends who will help.
Meg: Don’t worry Daniel, let’s see if there is a way to get creative here. Everyone has a next step! Even if right now is not the right time, this conversation has at the very least given you some great information, and you know what to work towards. Have you ever worked with a credit repair company?
Daniel: No, I haven’t.
Meg: I have a couple links I can send you for credit repair. Would you like me to do that?
Daniel: Yes, that could be helpful.
Meg: Perfect, I will text them to you when we are off the phone. Now, I don’t want you to get discouraged. I talk to people every week in your shoes, and they do what they need to because it is so important to them – you’ve got this! How would you feel if we hold off on the consult for now? Let you do the work on your end and reschedule when you are ready to assure we are giving you the best options when you are ready.
Daniel: I think that would be best.
Meg: Great, do you mind if I follow up with you in a couple of months?
Daniel: I would like that.
Meg: That gives you some time to get creative and find a way, but if you end up having questions or something spectacular happens, and you are ready before I call, PLEASE call me; we are always here to help!
Daniel: Will do. I’m going to save your number now.
Meg: Great, I look forward to talking to you again very, very soon!
