When Patient Asks for a Discount - EP 002

Bill has been with you as a patient just a little over a year. He originally found your practice by your web site. Had some minor perio issues which you've resolved through scaling and root planing visits. He has faithfully followed the three-month recall intervals you recommended.

He's an upper-level executive with a local Fortune 500 computer software company. Super sharp guy. Really nice guy. The kind you wish you had many many more of in your practice. Last week, at Bill's request, you presented a cosmetic makeover treatment plan including fee and financial options. Bill said he'd like to give it a week to think about it and rescheduled for a second consultation today. After some small talk, Bill says...

"Doc, I've got to level with you. I like you and your team and I'm sure you'll do a great job with my veneers. But I'm a businessman first, and this is going to be a significant investment. If you could find a way to give me a break off the fee you quoted me last week, I'd seriously consider having you do the work..."

To Discount or Not to Discount Your Fees

Last week one of my Gems Insiders' Circle members ran into a similar situation. He ended up giving the patient 20% off… because according to the doc… he was pretty sure the patient would have gone down the street to the first dentist who would discount fees upon request.

Our Gems Family member wanted to know if I‘d have handled it any differently. I asked if he had he ever done this for any other patients?  Yep. In fact, it was becoming somewhat of a routine and he was concerned.

Intentionally or not, we are training our patients what to expect and how to behave within our practices. When Bill asks you if you can do any better than the quoted fee and you respond by reducing the fee, you can be darned sure that Bill will be asking (and rightfully expecting) a discount the next time he needs treatment in your practice.

Next year when Bill's wife, Mary, decides she too wants veneers, you can be certain Mary will hold you to the discounted fees you offered Bill. Then there's the issue of Bill and Mary's coworkers and friends. Don't think for a moment that when Mary tells Cindy at work about you, that she won't also tell her to ASK FOR A DISCOUNT.

In this episode, you'll discover an alternative to discounting your fees. A paradigm shift in handling this age-old question. A strategy which results in a win-win for your patient and your practice.

If you are a Gems Family member, ask your Personal Gems Concierge to schedule a call with your entire team to review this strategy so that the next time you’re asked… and you will be asked… you’ll know exactly what to say, with confidence, in order to keep your patient and perform the treatment without discounting your fee.

Links in this Episode

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