Dentistry Uncensored with Howard Farran
Dentistry Uncensored with Howard Farran
How to perform dentistry faster, easier, higher in quality and lower in cost.
Blog By:
howard
howard

1216 Five Steps of Treatment Plan Presentation by Sean Field, Founder of Patrick Consulting Group : Dentistry Uncensored with Howard Farran

1216 Five Steps of Treatment Plan Presentation by Sean Field, Founder of Patrick Consulting Group : Dentistry Uncensored with Howard Farran

6/29/2019 12:00:06 PM   |   Comments: 0   |   Views: 169

Sean Field is the CEO & founding father of Patrick Consulting Group, Inc and is also the senior dental consultant and main speaker for our dental performance coaching firm.


VIDEO - DUwHF #1216 - Sean Field



AUDIO - DUwHF #1216 - Sean Field



Sean always makes sure that each and every client knows who he is and that he can always be called upon to ensure absolute client satisfaction. Sean comes from a background of dental practice management, treatment coordination and dental sales. He has helped numerous dental practices achieve record breaking success. Sean has experience assisting in the growth of practices in the range of one owner private offices to multi Doctor DSO practices and has had success in scaling dental organizations even in downward economies of eras like the 2008 economic crash. Sean has helped to open the doors of communication in the practices he has worked with to ensure accountability, consistency and growth.


As a Dental Consulting Firm Patrick Consulting Group, Inc are Dental Consultants/Coaches specializing in TX Coordination/case presentation acceptance, Production/Collection maximization and custom systems tailored to the practices unique needs, all of which are handled directly with the Dentist and their team. If you would like to find out more about Sean or Patrick Consulting Group, Inc please call them @ (331) 225-3635 to schedule a FREE 1-hour strategy session.



Howard: It's just a huge honor for me today to be podcast interviewing Sean Field he's a CEO and founding father of Patrick Consulting Group Inc and is also the senior dental consultant and main speaker for their dental performance coaching firm so I always make sure that every client knows who he is and then he can always be called upon to ensure absolute client satisfaction he comes from a background of dental practice management treatment coordination and dental sales he has helped numerous dental practices achieve record-breaking success Sean has experience assisting in the growth of practices in the range of one owner private offices to multi doctor DSO practices and has had success in scaling dental organizations even downward economies like the 2008 crash Shawn has helped to open the doors of communication and the practices he has worked with to ensure accountability consistency and growth Shawn is an expert in the sales process when it comes to Kate's presentation in a dental setting he has sold millions of dollars in treatment and is well versed increasing the case acceptance rate of a dental office Shawn's a niche is reinforcing the need of treatment getting the patient to take full responsibility in their dental care and get them to agree to pay upfront in full for their comprehensive case sSean has a wide understanding when it comes to body language during a sales process and is able to teach dental teams on what to look for during case presentation in order to give the treatment coordinator and insight into what the patient is thinking during case presentation and whether they are moving closer to or farther away from accepting treatment in addition Shawn helps train dental teams and what language is most effective when selling in a Dell practice in order to help build rapport and Trust their patients as a dental consulting firm Patrick Consulting Group our dental consultants coaches specializing a treatment coordination you know Shawn one thing that always bothers me let me try to find this real quick basically it's a when you look at cars I mean I mean this is a fact that I just can't get out of my find the average new car price in America is thirty three thousand five hundred sixty dollars according to Kelley Blue Book and USA Today on average in America no by thirteen new cars by age seventy six source Anthony Pratt poll director of forecasting so here we live in a country where the average American thirteen times is gonna buy a new car for thirty three thousand yep ninety-five percent of dentists will practice from 25 to 65 never sell one complete comprehensive case for thirty three thousand five hundred sixty and when  you talk sales I said I didn't go to college eight years to be a Salesman and I mean it's just I mean you're  an alien why are you in dentistry you should be working and selling planes and trains and automobiles why did you pick I mean it'd be it'd be like I mean it's crazy but why do dentists hate sales when they're selling what they're most passionate about I mean it's optimum oral health full mouth restoration and they always blame everything on the insurance company like on these thirteen new cars in American will buy how many of those cars will be paid for by their dental insurance plan not  right and they brought a dentist has 99 excuses of why he can't sell dentistry and none of them are is that it's his fault it's certainly not his fault it's it's the economy it's Obama it's the stock it's everything but you can't sell dentistry and when you can't sell dentistry your patients don't get their disease fixed so you can't do anything that that's the thing you can't do like so we say like we caught

Sean Field:  the S word and dentistry license we're doing presentations we say you know it is sales a bad word or a good word in your practice a lot of times refresh finitely a lot of people raise their hand and say it's a good word but the problem is a lot of times they bring their own psychology into it of all the patients gonna say no or kind of like pre assume the objections that the patient might have so they kind of start to talk themselves out of it like oh well we'll just start here we'll start even quadrant industry we'll start with just this one tooth or what is it the the trick really is that you're just gonna get the patient to want to neat basically get them to want the need of treatment so I'm kind of going like full-blown into it I apologize but now we have a thing called the five steps of treatment coordination and the first very first step is know that you're gonna close the case so kind of like you're asking like well why can't these guys sell the dentistry a lot of times they just aren't comfortable talking about the money and you know what that's totally okay that's why a lot of times they need somebody in the office that's totally okay talking about the money because I hate the blood and guts I'd pass out if I don't one time I was watching an extraction being done it was a full mouth extraction I almost passed out I can't take that but I'm not like a bad person just because I don't like that end of it 50% of it is clinical 50% of it is the financials so really it's not first of all the dentist shouldn't be doing anything but what we call a clinical closed meaning just getting them to understand reinforcing the need of treatment and what we call fear of loss what will happen or the why behind treatment if they don't do this so this filling is gonna turn into you know a crowd or a build-up this crown or build-up is going to turn it into an RCT core crown build-up if you don't do that you're gonna lose the tooth if you lose the tooth you're gonna have spacing and so forth and so on so really what you need is somebody in there that understands how to explain things to the patients and a very general terms that they'll understand but at the same time making it financially affordable for the patient as well as mentally affordable

Howard: so it's five steps number one assume you'll present sell and close the case correct

Sean Field: yeah so number one know that you're gonna close the case because a lot of what happens so we talk about a lot of kind of the psychology we did a C course for dental town as well and there was basically about the psychology behind why the patients say yes or no to diagnose treatment so there's five steps one know that you're gonna close the case because a lot of I don't mean to get like too weird about it but the humans in general will pick up off of the energy or the vibe that you're pushing out to them so if you go into that case presentation and especially when you're talking about financials if you go in there going oh man they're never gonna buy it they're never gonna buy it they're never gonna buy it and you go in there or say oh this is $5,000 Howard how would you like to pay for it it's a much different discussion than you knowing in your head even like you know it's the thing called envisioning like sitting down where you're putting that treatment plan together even closing your eyes and saying and it's kind of even just being picturing that that patients saying yes to you and realizing that you're confident going into it so one no you're gonna close the case - you got to make friends with the patient and it may sound like an old kind of sales philosophy but if the patient especially when you're talking about money if there's not a rapport built and the treatment coordinator or robber is presenting the financials in the practice has to be able to be able to build that rapport very quickly with the patient so when they do start talking about money they're a lot more comfortable about that and again this whole step is kind of building up to the financial close but that step to is knowing you know one knowing you're gonna close the case - maybe first to the patient three breaking it down into explaining the treatment basically into terms that the patient will understand will and capital letters underline three different types so a lot of times the doctors will if I said to you what am easy of close we'll just a lingual is it's gonna register right away but if I say that to a patient that has no idea what dentistry is or what those what that dental lingo is then they're going to basically the problem is that they're never gonna question the doctor because he even if he's the most friendly guy in the whole world he's gonna poke him with sharp needles because he's gonna have drills I mean there's a big population of the dentist that doesn't I'm sorry of the of people that just don't go to the dentist in general simply because of fear so if you start at saying am easy occlusal distal lingual just to explain a carry or what even was a carry if you explain that basically if your seven-year-old grandson niece nephew brother sister whatever the case might be if they don't understand what it is that you're saying they're never gonna be able to understand or comprehend the price so you've got to be able to for example I said of a mesial occlusal distal lingual you've got to be able to say well Howard this is basically like rust to a car now again you don't want to get so you don't want to talk down to them but you want to say that you you want to use a lot of analogies that explain exactly what's going on with that - so this decay in the tooth is similar to the rust on a car and you could do really the trick and dentists or in any kind of sales is putting the ball back in the patient's court and letting them decide so you're not shoving it at them but if you're if you're saying okay well this is like rust to a car if we don't do anything about it then there's a really good chance it's going to continue to eat away at the tooth a lot of times if you can say what's happening to the tooth but relate it back to money as the financial coordinator look it's gonna actually cost you a lot more money Howard if you don't take care of this now compared to we could do these six fillings for you right now and it'll be the cost of one crown you could do with totally whatever it is that you want to do but if the patient doesn't understand the the basically what's going on with the treatment or what the treatment is they're never gonna comprehend the price for what was three then so what how D is is to explain the treatment in general terms that the patient will understand but as I'm saying that is that the dentist doing that is that the dentist doing the clinical clothes 

Howard: number one was know you will close the case number two build rapport patient is number three the dentist doing the clinical close so it's a team effort

Sean Field:  it's not just either the dentists or not the financial coordinator it really starts from the very beginning of what it is you're so we have another thing called the dental communication model so it's basically the steps that the patient goes through either new or returning a lot of times it focuses on the new so it even focuses on your  Google my business page what how many reviews you guys have were they referred by a friend or family all the way down to the part where you get to actually have the patient in there and the pay the doctors doing what we call a clinical close so they're not talking about any financials it's just reinforcing the why behind treatment what's going to happen if they don't do that and what we call fear of loss fear of loss seeing them not in a negative way but just showing them hey you know this is going to happen if you don't do this and again Howard you could do whatever it is that you want to do we're gonna be here for you for whatever you guys choose but the to answer your question it's the clinical close and the financial close in my opinion the doctor should be the one talking about treatment but I think it's totally okay for the financial coordinator to go in there recap everything that's on they're not talking about price but recapping everything that's on the treatment plan in the clinical manner as well and then relating it into what's gonna happen so it's both it's both the doctor and the the financial coordinator whoever - and the financials for you 

Howard: okay so one was know you will close the case twos build rapport with patient threes clinical close for is fine and close

Sean Field:  three is basically just understate getting the patient to understand why they need the treatment so explaining it into terms so the technical the stuff we call the five steps of treatment coordination the third step is explain it to pay explain the treatment to patients in in verbage or vocabulary that they're that they will understand and to go for like forward with that essentially if you're if a small child seven or under doesn't understand what you're saying somebody without a dental background isn't going to either number four would be break it down and this is sometimes kind of like a lot of times where the hiccup with a lot of the doctors are is break it down into a monthly payment plan we can go into this further but break it down into a month break the comprehensive treatment down into a monthly payment plan that the patients cannot are only financially afford but mentally afford as well and the number five is stop talking go through those deeper 

Howard: oh my god the stop talking I mean that they don't they don't know when you should end on a bang I mean you should whether you're giving a presentation I see comedians balm like this all time they're you know they got a 30-minute set 26 minutes they get up he is laughs in the world but they got to come back and do three dud jokes and then end our wall when a seasoned speaker comedian when you just really get the house rockin that's just when you close ready or not yeah it's time yeah and yeah so that is amazing so  let's just go back what would you say but the online course you said you had a so we do the online course for dental town called treatment coordination 101 they psychology behind why the patients say yes or no to diagnose treatment and it actually goes and we can go as far into depth as you want today with it as well but it goes it's probably a three three-and-a-half hour training that goes through is their site was who was the speaker on that there was myself okay was you might still yeah it might still be because I talked to Howard yeah um you know went do everything for Howard it might still be in the pipeline right yeah as you say is I did not see I'm Sinha Singh are you kidding me I mean 

Howard: I know we got a lot of course we got 400 courses and by the way I mean a course on dental town is 36 bucks but in Venice they have to spend 3600 flying across the country going to some big ole weekend say yeah I mean they're just you could be so much better stewards of your money so let's start is if we get you want to started to getting sure let's yeah you know for know you will close the case how do you get a dentist in that mindset 

Sean Field: so we'll again it's not just the dentist it's his entire it's his her it's their entirety the entire team so again for example if you could have the best clinical clothes in the entire world you could have the best financial clothes in the entire world you could step the doctor could then step out of the room this is more in a another training we have what's called 10 okay the dental communication model but you could have you could step out of the room have everything done deal sign good to go the assistant comes in she's ready to he or she is ready to take the impressions or I mean fill in the blank of whatever the procedure it is and the patient could look up to them and say let's say it's a root canal Cora crown extraction the doctor did a great clinical close so they understand why they don't want to pull this tooth because it's just gonna cause more damage to the autonomy of the mouth they added me and then the  everybody leaves the room and the patient says okay well in the end that the financial coordinator really talked them out of the extraction which would have been two hundred thirty-five bucks compared to the two thousand RTT core crown and the they could turn to the dental assistant and say do I really need this and the dental assistant could say I don't know and then it kills everything so that's I'm just explaining like that's why the whole team needs to be on board they need to understand the psychology of the buying process of what happens when a patient says yes or no to diagnose treatment or they could say well Howard it's totally up to you but what I suggest is that you do this RCT or this root canal this core buildup in this crown because it's gonna save the natural tooth your God made tooth and if you do pull it yes it'd be a lot cheaper right now but we'd have to put some bone in there to preserve the site because it starts shrinking really bad on you really the worst part though Howard is that things start to space so yeah it might be more expensive today but in the long run you're saving a lot more money and you're doing a lot less damage now again Howard you could do whatever you want do you want me to go get the financial coordinator do you want me to get the doctor no no no it's a much different discussion between I don't know and that so the first part to answer your question is it's a whole team environment thing but you got to know that you're gonna close the case and you've got to be prepared to be comfortable with the FUD v the full financial plan in addition to piggyback up with that I'm gonna be really blunt I apologize about doing so but sometimes especially in a cosmetic arena let's say it's twenty-five thousand let's say it's forty thousand for an all on four or four month rehab sometimes the financial coordinator doesn't even have that money to be able to spin themselves on that so if the financial coordinator can't hypothetically knock on wood they don't have that money you'd be able to do they they have to essentially be able to truly believe in the value of what the doctors doing in the life changing environment whether it's a one tooth or it's a full mouth or whatever the kid whatever the case might be fill in the blank really the best thing to do is if they're oh gosh I don't know I don't know it sounds like really expensive and the the tree the financial coordinator is saying this talk to the before and afters of like when I sold cosmetic I sold a lot of Lumineers when they first came in they were like life-changing people would come in with these tetracycline staining just really not come like smiling but covering their mouth and you would I had ladies at the front desk cry then we would give them the mirror and they were just like and we were are you okay yes I'm just so happy one know that you're gonna close the case before you even walk into the room if you don't you have absolutely blind I apologize you've absolutely no business being in the room talking about financials stick to whatever it is that you're really good at 

Howard:oh I wouldn't I want to say the same thing with code I know see and true money it's the same exactly exactly there's so many dentist but tell their staff you know they can't diagnose or treatment plan or all this stuff like that and then if the staff ask a dentist a question I have seen this in witnesses in my own eyes several times we're they'll ask a question adenosine and he'll say well you know if you want to know that you should go to dental school and then walk use breakfast and get on you know some internet site and so then when he leaves the room that patient looks up at her and says really so I have to redo that whole crown because it's got a little gap and this isn't just rolls our eyes dead dead on arrival and it's a group psychology it's the hygienist the assistant the receptionist and if they don't have a trust and faith in the diagnosis and trim plan from the dentist if they don't have freedom and lack of fear to ask their leader any question it will make the patient walk I mean you know so it's just I and then the does that I mean well Howard it's illegal for them to diagnose a dream like dude I'm pretty sure there's not one hygienist in jail today for diagnosing and treatment planning I mean you know I mean take a risk walk on the wild side don't you want this person to get all 12 of their cavities fixed yeah yeah yeah yeah so I like me I like to talk over with the hygienist the assistant I like to get everybody involved because then it's all believable the patient's trust it and then when you leave you're all on the same page so they don't even get they don't even get the first fact that it's the entire team from answering the phone this isn't hi Jess and one last time when I asked you that shows no blue tummy but it's the same thing every consultant will tell you in a dental x-ray the you know at the average lecture is a couple other people the right side of the room every row is a whole office the dentists the spouse the height the whole damn crew and those guys are all do collecting 1.2 1.5 and then the other side of the rooms all individual dentists and they're all making like 185 and they didn't bring their staff to save money and it's like really you're saving money by not presenting and closing and financing any treatment plans really how you know it's so number one it's a team approach and then and then you know you will close the case so continue because the co diagnosing 

Sean Field: really important and even if you don't want to diagnose you can recognize or choose a different verbage that you guys are okay with in there that it's not diagnosing so this is what I recognize or this is what you know even things like if you bring everybody into a role play of you know even the front desk a lot of times they may have no idea what the x-ray is or what the clinical looks like if you're if you guys are recognizing as a team Co diagnosing but changing the vurbiage if you're recognizing and having role plays then even the person the front desk could give them an idea of kind of it's almost like volleyball like what you really want to do is you want to have a strong enough team that the team including the hygienists can set the ball so the doctor can come in and spike it but the you know the dinner has to realize especially if they're the owner they're the coach of that team and a lot of times they and being very blunt but a lot of times they have a very bowl this place wouldn't operate without myself and this time it's I'm here for this and I'm you know it's all about me it's i really it's all about the patient because the number one person I always ask when I go into an office who's the number one person in the practice and they always say oh it's the dentist story or it's it's the office manager it's the patient because if we don't have if we don't have the patient we have no reason to even turn on a compressor in the morning we have no reason to buy soft tips etc so step two well I can add one thing to that please please

Howard: I would take a note from the slander and oral definite on defamation of character lawyers and because you will see the greatest television host they always wipe away all their legal lawsuit thing if I said Sean field is a Irish drinking alcoholic well then I have to prove that and and those guys will say well you know I mean it's just my opinion but I think Sean drinks too much well you just said it's my opinion you just said you don't know so consider and say you know I'm not the dentist but to me that looks like a cavity I'm not the dentist but I know I know Sean's gonna say you're gonna need a root canal a crown I mean I've been working here 10 20 30 years and so so the whole legal diagnosis a number one no one's in jail for no one's arrested for it I mean I'm isn't there plenty of other things you could legally be worried about then Co diagnosing and treatment planning with a patient just telling them your opinion so just the dentist needs to lighten up and the staff just needs to throw out slander or oral definition code words of just in my opinion you know I mean I'm the general system but in my opinion I think I think Howard's gonna say this blah so just get over yourselves and move on to something and it should be you went to dental school eight years so you can teach someone to have less disease I am filled teeth and and if you can't get into selling that but you love cars then you know I get out of dentistry and go sell cars you know because as a dentist I don't want other people on my team that don't like dentistry and don't think people should spend their first dollar on their health I mean do you want to have a heart attack and die while you have a Lamborghini in your garage or you want to downgrade the Lamborghini to a Honda and go to a cardiovascular surgeon so the only true wealth is health and if you're a dentist and you don't believe that you need to get your head examined okay so so continue so know you'll close the case and then go on

Sean Field:  to pick you back up that too the other thing to the both on a business standpoint and on the patient standpoint is if you are not Co diagnosing or Co recognizing your extra wasting more time so like you know the best of the best are gonna actually go down the line and at per-minute see where you guys are at as far as basically what I'm saying is that like how you're spending that time so if the doctor is coming in and saying the same exact thing that the hygienist did rather than a CO diagnosis or rather than turning hey Shirley or hey Steve can you give me an idea of what you talked about with Shawn here it's  beneficial because you're actually saving time on the business time so you can do more production during the day and at the same time you're respecting the patient's time as well because the most like you said the most valuable thing that we have as humans is time because it's finite we're not gonna be able to get that back so both on the patients end I don't want to waste more time that I absolutely have to on yours I want to make sure that you're a happy patient that's why a lot of those doctors are trying to bring everything in-house and so the dot so the patient doesn't have to go here he they're respecting their time and at the same time think about your production so if you're not Co diagnosing or you're not cold recognizing with them then there's a really good chance that you're spending actually more time and if you calculated that over a year's period of time that's probably production you're almost taking straight out of out of your own pocket so to know that our make friends of the patient and and big capital letters it's usually a media so what happens is the worst case scenario is you could go in there and start saying Howard this crowds gonna be $300 this bridge is gonna be $1500 this scaling and root planning is gonna be another $1,400 you've like already toned me out already you've got to be able they know that you've come there to talk about money as the financial coordinator especially if they haven't seen you yet and you're kind of walking into the into the room for the first time the other thing too is that if it can be done and a clinical setting I know there's like differences of opinions on this in the consulting world but if in my opinion if it could be if there's no break so a lot of times the they do the clinical close they pull the patient out of the room they put them in some fancy treatment coordination room or consult room it really just takes everything it almost puts more emphasis on the money rather than doing it in a clinical setting so for example when I was doing treatment coordination I always found something that I could relate myself to them so they knew that I was more like them it's a human nature you know thing anybody's gonna do that even if I'm coming up to at a party and I talked about well gosh you know like Howard I love those rose-colored glasses that you usually wear how come you're not wearing those right now there's the difference of oh well he actually pays attention he actually knows that I traditionally wear these or whatever the case might be usually I'm getting a little long-winded I apologize but I usually talked about Crocs so when somebody would be wearing those Crocs those really comfortable shoes I kind of throw them off the financial train because they know oh this guy so I'm going to talk about money he's just gonna try and take all my money he's gonna take away money it's just a human nature thing when you start talking about money so if they were wearing Crocs I used to tell the story about about my dad and I'd say you know I love the Crocs how'd you those are the best shoes ever and they like oh yeah I love them and I'd say one I saw them at a boat show and I couldn't help but buy him because the guy said no you got to try them on they're incredibly comfortable because I said those things are so silly and then the guy came around the edge of the counter put him down he said what size are you I said size 10 he put my feet in there I was like okay I gotta buy these things I go home I'm walking on clouds I don't have you ever worn a pair of Crocs before I don't even know what they are oh my god these sandals yes yes okay so I brought him home and my dad said those are the most ridiculous things I've ever seen in my entire life why would you wear those and I said no no no dad you don't understand these things are incredibly comfortable so he said I would never you wouldn't be able to catch me dead in those things there's no way I would wear those okay  so I've come in a week later I buy him a pair I go back another week later and he's wearing them and not only is he wearing them but he's got the little Betty Boop's and the little stars he's got the little loons in it I know I'm kind of getting off point but basically I tell that story every single time I'm and what it really does is it helps me very quickly build rapport with the patient they know that I'm like them and then at the same time when I start to get down to that fourth step of breaking into a you know the comprehensive plan into a into a monthly payment that they can not only financially afford but mentally for it as well and stop talking then I am friends with them rather than just a cold hard it's like they don't know me I'm just a financial coordinator just going in there for the money there was really long when did I apologize

Howard:  no I think this is great it's  every you don't have to be a leader in dentistry to start talking about CAD cam CB CTE late I mean we're dentist right it's like you go meet a chef he wants to hear about your new recipe or your grandmother's secret recipe that that's not the issue the reason restaurants and dental offices lose money is because they love their  craft they just don't understand their numbers and this is something I think the problem with what we're talking about here is the type of person that goes to eight years of college to become a surgeon is a scientist who mastered math and I'm physics and chemistry and biology and they wanted to sit down and concentrate and do surgery and they wanna do all this stuff but we're a social animal and social animals have honk and communicate and they trade and the mindset of a surgeon is not the mindset of a Salesman and very are you very few dentists and physicians and lawyers like or enjoy anything to do with business so it's just it's just a tough case so you were on number three on the croc story was about number three build rapport with the patient immediately that's - yeah make friends of the patient immediately okay and you're building and do you think I'm humor since you're about to do or who you know do you think humor is good or is that make light of you're a surgeon you know

Sean Field:  I think it really just kind of depends on if you yeah and whatever like you said the real trick is that you got to realize that you're dealing with another human being you're dealing with emotions people buy on emotions and then they justify with logic so if the problem like you were saying earlier is that Dennis tend to be incredibly logical so if you're if I'm an associate dentist and you want me to produce more and you want me to do implants that's the time to be very cam millimeters you know all the technical stuff but when you start to talk to a human being one you have to have a relationship with them even if it's done in five minutes or so you know the best sales people in the world can have you basically hanging on to their next word of like what is it no I want it I want it I need it I need it of course I do how do i afford this out he'll help me help me rather than just kind of pushing it at them so you humor is a great thing you know if you can I wouldn't I wouldn't if you're if you're if you're not a humorous person I wouldn't try and make a joke unless it's a really good one like for example do you know why Snoop Dogg carries a umbrella now full drizzle of course I'm kind of getting off-topic but no like if you if you're not if you're not humorous purposes no I wouldn't push it I would just really be yourself but at the same time be incredibly cognizant of how you're coming across to that person and at the same time what that how that person is coming across to you in that training that we did for dental town it talks a lot about the  basically the buying process of what happens in the human's brain when you're selling to them so for example even if for a body language if I'm real closed off and I'm sitting like this or I've got my legs crossed and I'm moving away from you it's almost saying like I'm just not interested in you whatsoever but if I'm very open and I'm showing you my torso I'm showing you my hands a lot and leaving my head to the right these are all things that are pre done to basically bluntly put get you to like me as a human being in general the  greatest thing a lot of times when I talk people were like well you just all you care about the money all you care about is the money it's not that we were saying apatriquen soldier group whatever is good for the patient it's good for the production so why feel bad about the collection whatever is good for the patient it's good for the production why feel bad about the collection all I have to do is know that my job is to go in there build the rapport with you and make you feel comfortable about spending that money with me because you're either gonna go down the street and spend it with somebody else or if I if the doctor hasn't done a good well enough clinical clothes and I haven't done a good a well enough financial clothes then what you're gonna do is you're good you're not gonna understand the need of treatment and you're gonna say okay well the top left-hand sides bothering me let's start with that too so again it's like you said at the beginning it's a whole team process it's even at the beginning of how sue answers your phones if Sue's like how can I help you so much different I hate how can I help you smile today kind of thing but if you're really it's called the 8020 rule if you're really listening to what the patient wants and anything and any kind of sales environment expense we're talking about financials in a treatment coordination setting but the more you listen to the patient the more you really care about what they want the rest of the stuff will naturally come so there's a really good book and a lot of people will probably ever read it but how to win friends and influence people by Dale Carnegie and a lot of times what the biggest thing that stuck out to me in that book is that and again this can relate directly to financials in a treatment coordination setting is that so many quote unquote sales people walk around pounding their head against the ground going why is this not working why is this not working I'm putting in the hours I'm going out I'm meeting the people but really they think Mee Mee Mee Mee Mee Mee Mee Mee rather than well how can I help you what's in the best interest for you let me listen to what's important to you what is it that you know that you want the more that I do that the more likely you are to naturally choose me for the dentistry that you need anyways and if you don't get it done it's just gonna get worse and it's gonna cost you more money Howard what do you want let me make it really easy for you to be able to do that so number two is you know make friends with the patient because people don't buy from anybody they don't like they buy from friends so again to recap number one would be know that you're gonna call was the case cuz a lot of it's mental and then right now is where we're at is make friends of the patient because people buy from friends rather than people they don't like and then again they buy with their emotions and then afterwards justify with their logic 

Howard: this is awesome thank you and then I always come I always tell everyone today that humans can rationalize anything I mean once they've made a bad decision they can rationalize anything you just see it all they all they got to do is disconnect from reality and start telling you a story that they believe and but anyway so  I know you'll close the case build rapport the patient immediately people buy from friends so then what's next

Sean Field:  so next is explain the treatment in terms of the patient will capital letters underlined three times bolded italicized that they will understand again if I'm trying to give it an example of like outside of general but if if you say to somebody that has a cavity on their tooth that you have a mesial occlusal distel cavity that'll be $300 how would you like to pay for it they'll look at you like a deer in headlights and they'll say I gotta talk to my husband I got to talk to my wife I got to talk to my partner fill in the blank because they have no idea what you're talking about but if you explain it in terms that like remember in Philadelphia where did that Washington kept saying to Tom Hanks explain it to me like I'm a four-year-old explain it to me like I'm a four-year-old it's basically the princes principle of number three is explain the treatment to the patient in terms that they will understand and you got to be really good so you've got to be cool and again the whole team atmosphere as a dentist you've got to be willing to essentially I don't want to I'd say water it down not dumb it down but water it down and not in a condescending way the problem is a lot of times dentists get out there they get even more confusing they get out their pen and they start drawing on the tray table or they show a bunch of models and then they start getting really techie so this is why you want to use this because this this music loops is still linked will this cure but a little Lula and the patient just gets overwhelmed but the problem is that the patient is never going you're bluntly put you're not at Best Buy at Best Buy if you're asking the Geek Squad go ahead and ask any stupid question that you want but you don't want to talk to somebody that's going to be poking you around with needles or drills or it's the fear of what will happen if you make them upset even if most of the Dentists I've met have the nicest people in the entire world they're gentle human beings but like you said at the beginning they're just explaining it and very techie they're very similar to like architects they want it they have to be because you don't want some guy just and then slapping down a whole bunch of composite on you want really good dentistry the problem is that unless there's a fail order of the breath pain or the bite is off they have no idea that you're using CAD cam or the best composite material out there are you using shine or bin Co or Paterson they don't know and it really doesn't matter to them my favorite saying is that the best dentists and the entire world could fall flat on his face simply because he just doesn't know how to sell the treatment but the in the on the other end the worst in us in the entire world if he can sell the treatment he's always gonna be able to produce more that's why you want a marriage or a blend of both you want the doctor performing the best work you want the team's giving the best possible patient service you want the to come in the middle and mix and have the patient be so happy that you save them from turning it into a crown or costing them more money or whatever might have you and then they go out and they're a walking billboard especially for cosmetics look at look at what what you dr. Dooley did for my teeth it's amazing I'm living a better life I married my dream woman so you can't get there without being able to explain the treatment in terms that the patient will understand it explain it to me like I'm a four-year-old

Howard:  that is amazing that that's Joe Philadelphia that was 1993 what an epic show yeah says uh yeah that was his most common catchphrase um yeah when they're when they're going into dental geekland whenever I'm talking to physicians they never brag about their technology they never talk about their hot new MRI or Dentist I somebody dentists believe that if I go to you and I don't have a CBC Tina lady and I can you know I have a half-million dollars worth of the quantum mechanic stories from Niels Bohr that you're not gonna think I'm a good dentist did you break that 

Sean Field: no because the baby there's no idea they don't know what the unless you're talking to one and somebody that if the guy that brings in the nope everybody has this patient he's an architect he's a lawyer a lot of times as the architect he brings in his yellow pad paper he's got his pen he's writing down everything you have to say that guy talk about CAD cam till you're blue in the face he's gonna love it anybody you mom brings in her three kids just fix them I just need to make sure he's okay I love little Johnny I want to make sure he's healthy safe that's my job is that that sis said ma'am that you just mentioned is that gonna do that they don't care they have no idea it comes down to give me the best amenities give me the most comfortable chair have the friendliest staff that's really there for example I worked for a cosmetic a big cosmetic doctor out here for a while and he had this front desk and her name is Maureen everybody called her re and Reese job was basically the front desk coordinator but I'm being really blood I apologize I keep saying that but all people did was lean over and tell me you won't believe what happened let me tell you the gossip let me tell you the gossip we didn't really do much but gossip and on paper it sounded horrible she was like the best one of the best assets that the company actually had because people were coming in that's what they care about they care about the relationships you want to build a team oriented environment where the patient feels like a VIP they feel like your cousin they feel like part of your family it doesn't matter yes when it comes down to it like for example loops loops is awesome because it helps you do a much better job the huge microscopes that an endo would use yes it's really important but they don't care about that they care about get me out of pain get me I just got divorced give me the best possible spot you can get so I can go hit on some chicks or I can hit on some guys get me married my my daughter's wedding is coming up I can't have this white smile they care about the result they care about the experience that they've had and then therefore that's what makes people go out I mean no matter what kind of marketing you do it still word of mouth is gonna be the best marketing out there again if you're not a viewer explaining it and very technical terms that the patient doesn't understand you will never ever even get to step number four of being able to present the actual financials to the patient and this is the last thing I'll say but in dentistry our job is to know very well what the patient feels or thinks without them even being able to say it because they're not going to say ma'am I think you're wrong Matt I you know I don't know about that cad/cam thing but I don't know about fill in the blank what they are gonna they take you for granted as the expert without having to mention anything technical whatsoever you could have the you could have the sweetest CEREC machine in there that'll give them a crown in an hour if you want we know it's like two or three hours but let's say it's an hour and you go in there and you poke them really hard with a needle that's done even if they close the entire comprehensive case you give them one hard poke on a needle you've got a real heavy hair you're and they're really uncomfortable forget about it it's all there's all this beautiful mixture of things and if the doc just thinks but it's just about me they're just only coming back from me they're gonna slowly see you know everything really affecting their attrition rate incredibly hard plate 

Howard: yeah every everything is a team everything's a team and I just HR is everything they get an A and HR they can get it low grades and everything else to be successful so so number three is succinctly was called okay number one no you will close case to build reports based mainly what did you call three explain the treatment in general terms of the patient will understand now is that also do you also call that a clinical close so it would be both yes that would be more in the clinical close aspect of things because we're not talking about financials until step four so yes that would probably be in the clinical school ends of things so now you already talked about number four which is financial close and present it in a monthly payment plan correct 

Sean Field: so this is the one where sometimes the doctors like oh they're with me until I talk about this I'm really big on third party financials so I'm really big on having a Care Credit, Elfi on is a really great one that that's up-and-coming there's companies out there like be well or green sky in my opinion you should probably have two of them at least two of them so if you have a main one and then you have a backup one you choose whichever that is okay but they're gonna want to know I mean this is your expertise this is your main thing what's your number one two three four or five what's number one did you say on it would either be Care Credit or Alphaon on yeah and Alfa hey LF EO n al p h AE o n I believe it is al pH 8 EO and then they did they L th e AO n I might be butchering the name a little bit but I'm pretty close it was that someone who acquired someone else they 

Sean Field: I believe are actually part of the Care Credit executive team that has sensed left it is now started they were being Elfie on was big in derm dermatology and plastics and then as of I believe it's January of this year they started to get into dental the  really Blunt answer to your question is that Care Credit is awesome because it's cross correlating so because somebody had it at the veterinarian office or they had LASIK eye surgery John the LA Times they don't realize that it crossed correlates into dental and there's even software's out there like for example solution reach has if you use solution reach your patient communication system they'll have a little green dollar sign next to any of the patients that actually have Care Credit in what you can do is you can hover your mouse at on the end upon the practices in under the solution Ares dashboard you can hover over it and see approximately within the last 30 days update how much money they have on open-to-buy the only thing though is that sometimes the practices will say that the approval rating is harder to get with a Care Credit so really what you wanted to do is you want to have a back-up plan like an Alfie on in there or use Alfie on which is a little bit more likely to probably approve the patients for financing again you really kind of have to that's why I say you have you should have two of them and to answer your question you know what would your top ones be it'd be Care Credit and Alfie on simply because then you have you're playing with it you're seeing which one works better in your area and you can kind of get an idea of so let me explain number four so number four is break it down into a monthly payment plan monthly payment that the patients can financially and mentally afford so the problem that a lot of the practices do is they go in there and they send somebody in there that hasn't built the rapport really could care less it's thinking about their lunch is not really about the financials or a lot of times the doctors trying to do that in the actual room themselves as well and they'll go in there like I mentioned earlier in those say okay Howard this crowns is 300 there's bridges 1500 this scaling and root planning it is 1,400 oh you want the arresting or the perio chip okay that's going to be another 800 so we can put it all the spas and really what they're doing is they're talking themselves straight out of the comprehensive treatment the number one thing too that I've noticed is a lot of them prematurely say okay well we'll start with this tooth well we'll move on to this tooth will do this bridge will take care of your clay they piecemeal it because the patient they're gonna their pre assuming that the patients gonna say no to whatever their whatever are they're prescribing rather than okay the we've already done the clinical close from the doctor now as the financial coordinator I don't only understand this human psychology behind why the patients say yes or noted nós treatment but at the same time i understand the clinical end of things I'm gonna recap in general terms that the patient's going to understand ask you if you have any questions you don't have any questions no fantastic then I'm going to present a payment calculator to you so all of the financial programs are gonna have what's called a payment calculator where you can put in the total amount so let's say it's five thousand dollars so a lot of times the practices are getting stuck probably sixteen to three thousand that's kind of where they get stuck so to get you let's say it's a five thousand dollar plan you put in your five thousand dollar price tag of the comprehensive treatment and I'm talking about everything you do your your Skilling's you do your Reston's or your pair of chip whatever it is that you're putting in there you put in your oral-b or your Sonicare toothbrush you do all everything that you need there and even if you have something that is oh it could be a five surface or it could be a crown over shoot and do the crown and not because you're trying to take the money but it's a lot easier to say oh hey Howard we didn't actually have to do that we're gonna actually save you money you don't have to spin it anymore rather than have to have the financial conversation of manners just trying to play it safe but now you old another 500 bucks I'm really sorry how would you like to pay for that so you go in there with a financial plan you go in there with your treatment plan and I'm sorry with your payment calculator you put in the little princes example Care Credit or Alfie on I put in the five thousand I hit enter and it'll give me a list of everything what it would cost if you break it down so for example you  say okay Howard this is your total amount you point to the five thousand but you don't actually say this is your total amount you circle it with your finger so that they can see that you pull your finger down and it's actually designed purposely because they'll follow your finger and stop talking about the five thousand so you never say it so here however this is your total amount this is what's gonna that's gonna be your options are I could do this interest-free for two hundred eighty seven dollars for eighteen months or I can spread that out over a longer period of time with fill in the blank of interest to say fourteen point nine percent interest over a 60 month period making it eighty six dollars a month put it into their hands so they can actually hold that and say which option works best for you in number five stop talking okay I'm gonna go back to some specifics so where do they get this page this financial calculator they will get it on any of the site so for example on Care Credit lookup it should be on one of the main tabs it'll say payment calculator from there it'll pull up a different screen and then all they simply have to do is put in the total amount let's say it's five thousand whatever the case might be hit enter and it'll give them all the different options from the patient to be able to choose from 

Howard:  okay so on alphy on they calling that they're calling that estimate my payment and they serve you the choice no interest if paid in full within six to twelve months or equal pay at fourteen point nine nine APR if pay it in full within 24 36 48 or 60 months on cars ten percent of cars and homes are sold in cash and that's the practice that the dentist actually wants to have so insane ninety percent of all houses and cars are sold with financing GMAC financing historically from birth to present has made three dollars of net income for every dollar net income that GM the car company has made so there's three more dollars in financing it than in making the car insurance banking and financing owns all the skyscrapers pretty much around the world and the dentist says i wanna cash practice you know it's like okay so so uh so what do you i'm so you're relying on this team to get to know sean the best to decide if he wants no interest to pay him pull in six to twelve months or fourteen point nine nine 24 36 48 60 months or you just present the sixty months knowing that that's out nine out of ten people buy their car so would you do it s

Sean Field: o a human is going to so if you notice number one I didn't ask you do you want to proceed with treatment I didn't ask a yes-or-no question I asked you which option works best for you so if I can if I can put it in a verbage in a way that I'm not asking you yeah no hard questions if you say no it makes it a lot harder for me to get out of that rather than okay I'm gonna put this payment calculator in your hand and you tell me which option works best for you traditionally if you ask a human three different things they're gonna pick that middle option when it comes down to financing again you know that they need that treatment whatever is good for the patient it's good for the production well I feel bad about the collection it really just kind of then depends on the patient so there's gonna be some patients out there that say well hey you know what if I pay this all up a front and cash can you give me a better discount fantastic that's what I'll talk about my 5% discount if you pay everything up in front and full but they were asking me that question I'm not just suggesting that to them or you're gonna have somebody that mmm has three kids in college and can't afford a lot right now so they're more likely to lean towards that cheaper payment if you spread it out over a period of time it's actually cheaper for the doctor if they do spread it out over a period of time or you're gonna have the guy or gal that's really good with their credit that takes very good care of their money maybe even has the money in savings but doesn't want to do that or maybe has a huge open to buy available about on their on their credit card but they don't want to put that much money on a credit card so I'll take the no interest option because I know that I can pay that off within the about the 18 month period of time so really the answer to your question is in my opinion and which is work that's how I've sold millions of dollars worth of treatment is I'm grouping it together in a comprehensive plan I'm then putting it in a very easy to understand approach and I'm putting the ball in your court and letting you make the decision rather than me making the decision when we speak the way that I really kind of get this point across because you're right a lot of the doctors will say well I'm not gonna pay thirteen point five I'm not gonna pay fourteen I'm not gonna pay fifteen percent of my profit just simply so the patients can pay for it hey you know what doc you don't have to do anything you do I'm putting the ball back in your court you don't have to do anything that you don't want to do but what I am Telling You is that eighty percent of a hundred is way better zero percent of a hundred you make the choice the the real thing a lot of times the way that the kind of comprehend it is when you go to a Comcast or you go to a TNT what is the question that you asked them how much is this gonna be on a monthly basis you don't say how much is this gonna be for ten years how much is it am I going to pay you over the five year period of time you ask them how much is this gonna be a month because humans understand a monthly budget and you could have a caviar budget but or you could have a ramen noodles budget either way you have a budget so by giving them that option of which option works best for you you're allowing them to be very comfortable about the choice that they're choosing and letting it work with  whether  it's 5% cash back if that's what they are 5% off with cash upfront if that's what they asked for or an interest free or a monthly payment plan and even if you run I'm sorry I extended payment plan even if you run it and can't get a per they're a heck of a lot less more likely to let you then chunk everything out okay well now we can't get you approved for any of this I apologize will you let me know where you'd like to move from there then they start with okay well I could probably do I've got a thousand dollars in my savings I could probably do that right now okay well let's start with this scaling and root planing because this is the foundation that your teeth sit in etc  really you want them feeling like it's kind of a weird way to put it but you want them wanting more either like I'm really excited about I can start this treatment or okay I'll start with here and then I'll work my way up to what it is the  trick really though is to be really comfortable except number one is know that you're gonna close the case and know whatever is good for the production I'm sorry for the patient it's good for the production why feel bad about the collection just presented to them because as oral healthcare providers we're in the industry of preventative care yes we will absolutely restore but we're really not truly doing our own identity as a practice we're not truly doing our duty I don't know if you can say fiduciary duty of making sure that these patients live healthier lives by delaying any of the treatment and a lot of times simply just because we're not comfortable with the financials as the practice is delaying treatment and actually making it worse so okay well we'll start with this tooth but what about this tooth down here then I could have just saved it with a with a filling and now I've waited six months or another year because then I'll get more money with my deductible I'm allowing the insurance companies to dictate how I'm gonna practice and then all of a sudden now that $200 filling is turned into you know a six hundred dollar crown it really doesn't have to be that way and at a minimum if I'm presenting it into the comprehensive treatment plan and presenting it that way and you tell me no I've done my job i-i've told you what's gonna happen what's gonna happen if you don't do that I've done my best to make it financially affordable for you I've gone through all of the human nature that I know that it takes to buy this treatment and then therefore you tell me yes or no and in really the thing is that you know you just want to plan as many seeds as possible because no today doesn't necessarily especially in cosmetic and note well no I can't do that today it could very well mean I'll see you in two years when I get a divorce and I'm really looking for a significant other again I'm on the market I want to look the best that I possibly can in two years because you plant a seed I'm all yours okay but I

Howard:  I know my homies I know I'm the first stumble trying to say  uh well what does the insurance kind of pay I'm answered should we just do what the insurance is gonna pay that that's the first thing they're gonna say in features so so when they say well what is the insurance paying shouldn't we just do what the insurance is gonna pay so really if that is 

Sean Field: something that you're experiencing a lot in your practice you want to hit that head-on before you even asked about that so again verbage so if you're presenting the financials you could start with the great news is howard our insurance is gonna take care of $1,000 of this but then this is your out-of-pocket cost right here and again if you've done a really good clinical close the patients it's not gonna be as much about money as far as how do I save more money and not get it worse so the answer your question is I would hit it head-on and rather than leaving them to sibs them to ask you about the insurance you hit it right on and you say well the fantastic news is Howard your insurance is going to take care of 500 bucks the fantastic news is your insurance is going to call pay $1000 1500 2500 or you know whatever the case might be in that situation 

Howard: yeah when they ask well how long will last and I say well you know a dentist or a physician can only slow down your rate of descent to guarantee death you're gonna absolutely die with or without this root canal but I can help you slow down your rate of guaranteed death so um so would you go into a dental office we I know you've consulted with the big dogs um do you usually find one team member is one position is more of a problem than the other means that the dentist I get is the assistant the front when you see people that have that in the last that last year 2018 they didn't do a single $10,000 case let alone a new car 30,000 a they haven't done one big trim plan a year where is this usually coming 

Sean Field: from bluntly put a lot of times it comes from the communication of the actual staff so you walk in there and you realize that the hygienist doesn't understand how important the dental assistant is they just think that they're just an assistant or the front desk isn't realizing that they're the nucleus of the communication that goes out on the in the practice though it's to do with communication itself and it's sitting down a lot of times the easiest way to kind of pop that pimple if you will in the practice is put them all in one room and then just listen to what they have to say and ask them individually well you know what is your really important role as a hygienist how do you affect things what could you do to do to make things better how can I get if we're talking about treatment case so hey we haven't done a $10,000 plan how come you don't think we've done a $10,000 plan and go through individually which with each team member and ask them in front of everybody not you can do it individually and tell them what you expect as a consultant or you know as a doctor a lot times if it's doctor and consultant at the same time because there are the leaders that's another thing too a lot of times it has to do with the doctor what's the staff kind of run the show although they should run the show the doctor is the leader he's though he or she is the one that it it yes it's a top-down mentality but they're a true leader is the one that's going to be able to to win it happens do that person's job no matter whatever the situation might be so for instance if the if the dental assistant is struggling with a bunch of garbage and she's trying to take it out to the thing you know the doctor that says this is this is above me I don't need to do that is a much different doctor especially on the communication the end of thing when you work it back to that $10,000 case let me help you with that garbage let me help you do your job that I know that I'd be willing to stick my head out and do your job as well again I'm getting off topic but it's usually about communication and they don't all know why everything is so incredibly important with with each other and why it relates to the bigger picture and really the reason that they're probably not doing the $10,000 case is there's a breakdown along the line somewhere so again the dental assistant example of doctor does an incredible clinical floss the financial coordinator has gone in there make it financially and mentally affordable for the patient they then turned to the patient so the dental assistants say do I really need this and I don't know I don't know no I don't know it's just I just work here it's a much different discussion than reinforcing the need and having the dental assistant realize how important overall that they play and that one tiny little weak link could kill everything else for the rest of that entire treatment plan especially if it's cosmetics 

Howard: if you come from another science and uh you know they always talk about a presentation requires an open of body in a closed the start talking that's a closed you also break this up three ways into an open body or closed can you define any of those five steps as open body or closed or do you think that's totally different you can absolutely do that the reason that I do the five steps is because a lot of times 

Sean Field: you know stories cell features tell kind of thing that sort of tells a story and it's a lot easier for them to be able to understand especially if I'm talking to a dental assistant that's making $12 an hour that really only cares about making sure that she can take care of her kids feed her family etc that five steps really kind of does that for me I guess that that's the way that I would answer that question

Howard:  have you seen any besides your ear consulting and which has been very successful and you're talked about on dental town with say Dell Carnegie on classes Toastmasters stand-up comedy improv have you seen any of those structural disciplines help dentist in your career become better uh 

Sean Field: sure yeah I mean anything that can like even like an improv class if they can go out and take an improv class and they can be comfortable because you're in a dental office you're always on stage so that's the best you know everybody plays a role and everybody when you're when you're in front of that coming out of that break room you're on stage and everybody has to realize that so even if you took for example a an improv class that would probably if you took you and your entire team to an improv class that would probably even be even better because it'd be a team-building experience you really kind of get to stress that hey when we're on when we're live when we're out there when we're in our operatories when we're in the front desk when we're walking through we're on stage man and we got to be the best possible play out there because if not they're gonna go down to the play down you know down the street there's the problem with dentistry is there's so much competition there's like you could walk up that I get a lot of these practices I could walk out I could throw a stone and hit four more practices on the same block so dancers question absolutely if you can improv would be awesome if you can go to an improv class with your team it's a team-building experience and if you really want to even go full-blown bring their spouses with them too because if their spouses can buy in on that kind of stuff you're gonna see you you know you when you walk into it even as a patient you know if they're true I guess this one we could say it's true thespians you know or are they just pretending or you know the two assistants that hate each other you know the front desk manager they could really could care less you know if the doctor is just there for the money it's a team atmosphere so I think something like  improv that'd be awesome for the staff 

Howard: what would I think some bizarre is that ant you know in capitalism the 20 richest countries what they do best is banking insurance financing they get capital to the people whether it's a home mortgages student loan whatever whatever and the 200 poor countries you have little access to other people's money and if they've learned anything in 500 years of banking is that finding people to loan money to that's the easy part giving them to pay it back is the hard part and these dentists don't even believe they can do the easiest part which is getting the patient to borrow a bunch of money for five years so he can leave with a million dollars well I had four boys and to this day anytime one of their friends ever gets a new car and now it's a truck they always gotta come by the house and show it to me they're so excited and and they're just everybody stirlitz like and and they're gonna go through that experience 13 times we'll imagine the feel I mean I remember one time I completed a full mouth case on a lady who fully knew that one day she was gonna be no teeth and she was down to the front 10 teeth upper and lower they're all broken down it was off total yeah when it was done and she saw she had to take a knee she just she couldn't breathe and and it's like and and these dentist that they won't even go there I mean women lose all their teeth and take their own life I mean I've had a couple of patients in my career tell me that they wish they would have done implants and and  go to fix years ago because when they got their denture and they no longer could kiss her husband or be into my husband and then they went to two separate rooms and then a couple years later as he moved out and then and she looks like she says the whole thing was because I  didn't take care of my mouth and then I'm talking to a dentist who's like well I don't like saw Destry really you wouldn't want to solve that problem I mean are you a monster yeah yeah who wouldn't want to I mean and as far as pain and back when you use a third-party financial group that's their problem it's like when one of my boys wrecks a car I just wanna know if everybody's okay I'm straight farm is the one who should really be worried about you know what the heck happened but I'm gonna go back to the third party financials and dentistry you said Alfie Rose number one care credit number two did you say Lending Club is your third choice there's lending USA there's green sky there's B well I I would probably stick with the the to

Sean Field:  my to go twos are probably Alfie on and Care Credit Care Credit and Alfie on depending what you want I just want to at least because I know that a lot of the students listen to you and they're gonna have to go you know figure out what they need to do into the practice as far as the business into things I at least just want to let them know what's out there they all have different programs of kind of like what they offer and what they don't offer so traditionally what I I Elfi on and CareCredit could be perfect for me be well could be perfect for you so traditionally what I do is I list all of them and then I tell you to go out there and see which one works best for you again it depends on what you want to offer depends on how long you want to offer it did you want it a revolving account meaning like you can spend so as you paid out Care Credit or Alfie on it's like a credit card you can then put more money on that card those are the ones that either one of the reasons that I like those programs simply because yes I'm even at the higher end if I'm offering 18 months I'm probably paying fourteen point nine but twelve depending on which company you have probably liked a really low in if you get lucky eleven point nine to fourteen point nine for like an eighteen month no interest but if it's a revolving account yes I'm taking that fifteen percent out of my chunk but that you kind of for lack of better words train your patience to say oh can I use my care credit card that oh my son has whitening he's got prom coming up oh my my my husband were getting married he's always wanted to fix number eight or number nine because it's right there in the front my daughter's bugging them can we use that care credit card for there so really what the age-old problem with with financing in an office is that the doctor says well I'm not gonna pay fifteen dollars out of that hundred dollars it's only eighty five that I get out of there the lab costs are gonna and then they start kind of talking themselves out of it but the problem is that they ended up saving this money but they end up taught the the patients won't do any of the treatment because it's not financially affordable and then it's also not mentally affordable the problem too is that not everybody can come up with let's say it's a fifteen hundred dollar bridge not everybody can just boom come up with the fifteen hundred bucks but they can for sure come up with setting their name on a Care Credit or an Alfie on account and then not having to pay for let's say fifteen or thirty days out and then it just again it makes it financially and mentally affordable for them to be able to say yes to the treatment that's the thing is you just want them to say yes if nobody's saying everybody's saying no to your treatment even if they totally believe in what you have to do what you have to say and it's just because of the cost your your busier daughter's are gonna be open for very long you just want to make it financially and mentally affordable for the clients patients and then they're more likely to do more treatment down the line for you and more likely to say hey you know you got to go to dr. Lee because he's fantastic he his staff is wonderful they treat me like family they make it very affordable for me you you gotta go to this guy he's absolutely fantastic her new co-worker moves into town hey do you know a good dentist boom absolutely I know I get a good dentist you've got to go see dr. Lee fill in the blank 

Howard: you know why I like Care Credit so much where I just think it's invaluable is um you know when you were a when you're a dentist and you went to college for nine years you know that when you have a test that you know it matters what everybody else got they always you know I remember at one time I took a physics test and I missed 12 out of 40 and I was almost ready to puke and then I found out after the curve that the best first in the class was 10 so so when when they Care Credit can show you what everybody's the volume everybody's going through in your zip code in your county and what blows their mind is when they sit there and say dude the vet across the street the six five thousand dollar cases a month on dogs and cats and you can't and you didn't do it one time on a homo sapien who's driving a $33,000 new car but but a dog Fido Fido got $5,000 though so when they stand then the ruffles come up when they start finding out that the guy they're competing with at the other end of first Street in Maine is is going through ten times the volume and then what and then when they're telling you that their patients don't have money and you just say well let's just walk outside and watch the cars go by and it's just one forty fifty thousand dollar car truck after another just swinging by even though you're in the middle of Wichita Kansas so it's I am so that'd be well financing is FTL finance so that's what that is be well at FTL okay I didn't I did not know that I've learned stuff from my own show so I want to go to just a quick thing I've seen you post on dental  town and I I appreciate so much but one one help was six months out appointment no-shows what do you tell people with that so it depends like in that and since she was I believe trying to just say hey should I stop pre booking you know a lot of my my patient's your question like should they do the six months out or should they not yeah yeah well yeah how would you handle the recall a six months appointment do you pre book six months out do you remind them the night before you get east wrong sure 

Sean Field: yeah so in my opinion unless there are a like really when you look at your pre-booking ratio probably a healthy ratio is about eighty five percent because you don't necessarily want to book everybody so for example just to fill a spot or it is to help your pre-booking ratio the guy that always cancels last-minute or the guy that the gal that no-shows constantly she you want her in that fifteen percent you don't want her in that 85 percent you want to really solidly be booking everybody you possibly can that you know is going to be good for it so in my to answer your question I would have them pre book a lot of times have it done in the clinical room clinical setting because they're less likely to say no especially to a provider like a dentists if you're coming in for your check Oh Susie the hygienist have we gone ahead and pre-booked that appointment they're much more likely to say yes to book it right there rather than going up to the front and saying well let me check my calendar and I'll get back to you if they do if you're not pre-booking in the room which you definitely should be if you're not then if they do get to the front the front desk has to be prepared for okay well hey you know what nobody really knows what they're doing six months out let's go ahead and book you right now and then really the trick is to have enough reminders for you to be able to fill in any holes that do happen so let's say you send out the trick to is that to find out what the patient likes so they'd like a phone call do they like an email do they like a text and be able to offer any of the things that they that they're off that they prefer that's the number one rule is communicate with them and how they like to do it and not make it easier on you but make it easier on the patient to be able to come to you guys and be part of your family so I would say probably a month out if you're an if you're sitting out if you're not sitting out Rico cards or what however you do it send out a reminder one month out remind them that this is a verified this is a reserved appointment time if they can't make their appointment to give you a 24 I'm sorry a 48 hour notice so at least you're not having the front desk at 5:00 and 4:45 trying to book your 8 a.m. appointment for the next morning and at the same time have a really strong short call list for you to be able to plug in people that are looking for those appointments so a lot of times let's say like that that lady was booking out 6 months and she's like hey these are really valuable times you really want to make sure that you have people on the list that can come in but not just one person let's say it's 10 people again it kind of going back to the fear of loss fear of losing them of losing the appointment first person to call basically gets the appointment so the patients are calling you like oh can I please take that appointment can I please take that appointment before somebody else does and then let's say you have three other calls these are fantastic too because you could say well unfortunately I've already booked that one appointment but I have next Tuesday and then two Tuesday's out from now I have those eight o'clock appointments would you want those times really the trick is to give the patient's the communication and in my opinion absolutely pre-book but look at the 85% of people that are really strong rather than the 15% of people that kind of no-show you on you all the time and make sure that you're reminding them soon enough to give them the opportunity to cancel so that you can fill that appointment when it does come 

Howard:on okay man you Sean really I mean I called you you did not call me I am big huge fan of yours but I just want to tell on my homies I mean I I'm a dentist I get it I've done dentistry for 32 years almost every single person listening to this show doesn't even have a 32 year old child and if you do email me Howard at dental town Dahmer leave a comment in the YouTube section that you really have a child older than how many years I've done dentistry and I'm telling you that you know you've got to get your house in order you gotta get poised for growth and until you get the right people on your team and you get all the right business every all your systems in place you're not gonna take off and I know you guys and you always think that oh if I just went and mastered TMJ or learned how to do ortho or learned how to place implants or bone grafting or take that Invisalign course you always think that you're fledging restaurant is gonna come to life when you get that new recipe of some new linguine pasta chicken parmigiana that ain't the problem there's restaurants crushing it in every food genre in every city in America because they have their house in order and the only thing you can do to invest in yourself to get all that money back plus more in one calendar year is a consultant it's not a piece of equipment it's not a CAD cam it's not a CBC it's none of that and I mean just I mean and in fact you say you want to learn how to place implants my god I could come to your town and go get a periodontist in the next town over 100 miles away to come over on Fridays and place all your implants for a 50/50 fleet fee and and guarantee you that the implants can be higher quality and you're gonna make or net income cuz you won't even know how to factor in the cost of going all around the world in all these courses and buying implants and bone grafting and all that stuff I got the business of dentistry and the clinical delivery of dentistry are two separate things and I love clinical dentistry I love doing dentistry but I I love pulling wisdom teeth the most but it has nothing to do with business and guys like brick work from that own a thousand dental offices he could have owned a thousand Pizza Hut's he just happened to go into dentistry but uh thank you so much for coming on the show he's Sean Patrick filled his website is PCG dental consulting that's PCG dental consulting so the PC the G is Patrick Consulting Group dental consulting and Gmail thanks so much for coming on the show buddy 


More Like This

Total Blog Activity

769
Total Bloggers
7,943
Total Blog Posts
2,970
Total Podcasts
1,301
Total Videos

Sponsors

Townie Perks

Townie® Poll

Do you allow parents into the operatory?
  

Site Help

Sally Gross, Member Services
Phone: +1-480-445-9710
Email: sally@farranmedia.com

Follow Dentaltown

Mobile App

WITH DENTALTOWN . . . NO DENTIST WILL EVER HAVE TO PRACTICE SOLO AGAIN®

WWW.DENTALTOWN.COM - WHERE THE DENTAL COMMUNITY LIVES®

9633 S. 48th Street Suite 200 • Phoenix, AZ 85044 · Phone: +1-480-598-0001 · Fax: +1-480-598-3450
©1999-2019 Dentaltown, L.L.C., a division of Farran Media, L.L.C. · All Rights Reserved