Ever had a patient agree to treatment in the back, then get to the front and leave without scheduling? Or listened to a team member present a plan with a tone that already sounds unsure?
This is not a scripting issue. It is a mindset issue.
I have seen this one problem hurt case acceptance more than anything else, and it usually comes down to two assumptions your team is making without even realizing it.
1. Assume the patient can afford the treatment.
Your team cannot know what is expensive for someone else. When they project their own money beliefs, patients feel the hesitation. Confidence comes from assuming affordability.
2. Assume the patient wants the treatment.
If we diagnosed it, the patient needs it. Patients are here to get healthy, and your team should present with that certainty. Confident tone leads to higher acceptance.
An easy place to start this week:
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Ask your team to record a few treatment presentations.
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Listen for hesitation, apologetic language, or signs they are expecting a no.
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Role-play those scenarios until the tone becomes confident and assumptive.
When the mindset shifts, the words actually work. Case acceptance rises, stress goes down, and the practice moves forward.
For a full breakdown of simple, tactical exercises that make an immediate impact, give this episode a listen.
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Thanks for being here and for putting in the work to make your practice better every day! I appreciate you all!
