BACK TALK SYSTEMS, INC. 14998 W. 6th Avenue, Suite E-500 Golden, CO USA 80401 USA 1-800-937-3113 CANADA 1-800-461-0100 UNITED KINGDOM 44(0) 1202-534-986 AUSTRALIA 1-800-800-963 www.backtalksystems.com Tip #23 HOW MUCH DO YOU CHARGE? In the past few e-mails, I have been discussing the importance of handling the potential new patient phone call. No matter how great your chiropractor, if you don't get the caller to schedule, your chiropractor can't help them. Additionally, one lost potential patient means we have lost him and all the patients he may have referred which could cost thousands in lost revenue! It is important to remember that when someone takes the time to dial your number and contact your office, they are ready to take action. I believe we can all agree the easiest patient to schedule is one who has been referred by another patient or medical doctor. Conversely, the most difficult patient to schedule is one who has no allegiance with you at all. They are calling from an advertisement, phone book, or insurance book. Therefore, I have chosen to discuss this type of patient. Additional caller scenarios can be found in the Team Training manual in the Chapter 9 - Scripts. Remember, the important thing is to create the feeling that this is the office I want to schedule with. What feeling does the potential patient need to get from you? The caller needs to feel your confidence, professionalism, caring, trusting, etc. The last time we discussed the seriousness of the patient's problem and how to get the caller to schedule the appointment. Finally, we get to tell the caller how much we charge! By this time the caller should have decided that they want to come to your office! This chiropractor is experienced and the office is professional. Additionally, you are caring and compassionate. By now you have answered the "unasked" questions: 1. Does this office give me confidence? 2. Is this doctor experienced? 3. Does this doctor have experience treating my problem? 4. Does this office care about me? 5. Is my problem serious? 6. How much will I have to pay? The important thing you must understand is that all the first five questions must be addressed before you address the 6th question, however, the 6th questions is almost invariably the first question asked! So you have to be adept at controlling the conversation and begin controlling it immediately in order to answer the questions. NOW, GIVE THEM INFORMATION ABOUT OUR REASONABLE FEES SO THEY COME EXPECTING TO PAY! Because you have utilized your New Patient Intake form, and have ascertained what kind of patient this is, i.e. cash, insurance, auto accident, PI, work comp. You will be better informed and have the ability to speak about fees. "Now, Sally, you asked about fees. Actually, our fees are quite reasonable." IT IS VERY IMPORTANT TO SAY THAT YOU HAVE REASONABLE FEES! "Do you have insurance that covers chiropractic?" "I'm not sure if I have coverage." "No problem Sally, during the time you are having your consultation with the doctor, we will be checking with your insurance. Please be sure to bring your insurance card with you. At that time we should know just how much your insurance will be involved. Our policy at Smith Chiropractic is to collect the first visit fee in entirety. Once we ascertain your insurance company's responsibility we will make the proper adjustment. The fee for an initial visit is only $75. It is possible that the doctor may require an x-ray, depending on the type of x-ray the most they would cost is $80. We accept cash, check, or credit card." "I don't think I'll need x-rays. I've had them before." "No problem, you and the doctor can discuss it when you get here. If you can, please bring your x-rays in with you. In any case, you would not be charged for anything until you decide to be treated." NEVER GET INTO ANY CONFLICT WITH THE PATIENT! LET YOUR DOCTOR KNOW THE PATIENT'S CONCERN. "That's great." "I need to get some additional information so we can prepare your file in advance." What is your phone number? Address?" GIVE DIRECTIONS TO YOUR CLINIC AND ADVISE THE PATIENT ABOUT THE APPROXIMATELY LENGTH OF VISIT." "OK you have an appointment for 2:00. "Thank you." "You're welcome, I really hope we can help you. It is no fun to be in pain. Again, my name is Susan. I am the office manager here. I'll look forward to meeting you." "Thank you Susan, you've been very helpful. I'll see you at 2:00. Goodbye."