The Closing Institute Monthly Coaching Call

April, 2022

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Veronica: Before our, uh, boot camp to join us. We’re going through a lot of really cool things and new features that proceed has. Um, do you guys have anything that you wanna say?

Amy: Well, we’re just happy to be here and, you know, learn what’s, uh, going on with your practices. And it’s been a great couple of these getting to know in a progressive manner and just really figure out how we can integrate our model, um, into, uh, giving you guys a better solution overall, which is all of our goals. Thank you for having us.

Veronica: Awesome. So, this is the first time that they’re watching a full arch, uh, sales critique that we’re doing. So, they’re excited about it. Um, today, I have an awesome consultation that I want to show everybody. It is Becky from Dr. Mueller’s office. Uh, Becky and Kelsey, I see that you’re on the Zoom call but I don’t see you, and your mics are turned off. Uh, do you mind getting on the camera here?

Kelsey: Let’s see if that’s working.

Veronica: All right.

Kelsey: I’m having some problems with my camera today. Are you able…


Veronica: Can’t see but we can hear you.

Kelsey: You can hear me?

Veronica: Yes. So, do we have Becky on the call?

Kelsey: Yes.

Veronica: Okay. So, Becky, I just wanted to give you a heads up before we get into [laughter] the consultation. You did awesomely. You did…

Becky: Thank you.

Veronica: …so great. Yeah. Just so everybody knows, Becky and Kelsey from Dr. Mueller’s office, started about a month ago with their marketing program and the TCI program. And within the first month, you guys closed what? Like seven, four cases?

Kelsey: Yes.

Veronica: Yeah. So, they’re doing really really great, um, implementing a lot of the systems. We already have our bundles in. Becky’s hitting the anchor points. So, uh, this consult was really great because we treatment-planned a full arch, and at the end, um, we had some trouble getting the patient finance. So, I wanted to go through because Becky did a really great job navigating different types of ways, that even though she was financed–maybe for like 5,000–or couldn’t get finance through one, uh, she found different ways to somehow get this treatment finance for the patient.

So, this is a super great consultation.

Um, Becky, you also did a really great job hitting, like I said, the anchor points. So, [clears throat] we’re gonna start from the very beginning of the consultation and walk through the patient’s situation, um, and what you’ve experienced with this patient, and then go to the end. Sound good?

Becky: Okay. Sounds good. Thank you.

Veronica: All right. Yeah. So, I’m just going to go ahead and mute everybody.

Becky: Okay.

Veronica: Feel free to unmute or raise your hand if you have any questions. Um, raise your hand as in raise your hand in Zoom so it gives me like a pop-up, um, or just chat in any questions that you have. Okay? Uh, and also, if you have any questions for Proceed during this consultation, we’re going to be doing some queues, and Q and A’s at the end. So, they’re here for all of your support too. So, please feel free to write down your questions and we’ll get to those too. All right, let’s get going here. All right.

[Consultation video playing]

Becky: …be their apartment. Well, I’ll tell you the right end. Thank you.

Patient: Thanks.

[Consultation video pauses]

Veronica: So, now, we’re going through the first 10. Basically, uh, somebody brought the patient into the Consult room, and then, we’re waiting for Becky to come in. So, I’m just going to fast forward to Becky’s part.

[Consultation video playing]

Becky: Good. Good. Thanks for coming in today to see us. All right. So, I was just looking over your paperwork. You had a little bit of a drive today, didn’t you?

Kelly: [inaudible] by the airport.

Becky: Oh, you do?

Kelly: Mm-hmm.

Becky: Okay. So, not too far then.

Kelly: Not too far. Yeah.

Becky: Good. Good. All right. Well, let’s take a look here. Sounds like you’re having some problem eating on a regular daily basis.

Kelly: I am. I… I’ve been on this journey for a while, trying to get this done. I have some–

[Consultation video pauses]

Veronica: All right. So, first thing. Becky, I see that you have the patient intake form, is that…? I believe that’s what it looks like from here. Is that the patient intake form?

Becky: Yes, it is.

Veronica: Okay. How long have you guys been using that and have you been using it consistently?

Becky: I use it consistently. So, the front desk girl, um, goes over that with them. Once they fill that out, she gives it to me. I, um, review it before going into the consultation, that I bring that with me and I make notes on that as it goes. So, we’ve always used the patient intake forms.

Veronica: Awesome. So, you did a really great job here. A lot of times, we’ll see treatment coordinators, when they get into their consultation, uh, they’ll open it up with, “How can we help you?” or “Tell me what’s going on.”, um, but you did an awesome job because there’s a question on the patient intake form that says, “How is the… How’s your situation affecting your, uh, like day-to-day life?” Right? So, I’m guessing…

Becky: Right.

Veronica: …that she wrote that it’s hard to eat and chew. So, Becky like went straight into it and grabbed ahold of the conversation. “Oh, it looks like you’re having a hard time eating and chewing. Tell me more about that.” So, right off the bat; really great start.

[Consultation video playing]

Kelly: Cheek hold, and I had a partial done, five years ago, at each side and the uppers.

Becky: Upper first?

Kelly: It’s one tooth. I’ve got one tooth that is for chewing right now.

Becky: Oh, boy.

Kelly: And no matter what we did to it, it didn’t fit right.

Becky: Okay.

Kelly: It didn’t, and once I got into the dinner, it hurts, then it didn’t stay in.

Becky: Oh, no.

Kelly: So, I got these beautiful teeth…

Becky: Mm-hmm.

Kelly: …that I’ve never worn…

Becky: Oh, no.

Kelly: …that I didn’t know if they could be turned into a permanent or not, but because I need permanent, I can’t do the… the…

Becky: Removable?

Kelly: Yes. Before I’ll get it, I need it there, and then I gave, and then it’s all over. You can’t chew and get pull them out, and…

Becky: Yes.

Kelly: I had a horrible time with it. So I… I’m only– And right now, I’ve only got one at the top and it’s rotten. Okay. I can feel the whole building.

Becky: Okay.

Kelly: And this bottom one right here is loose and it’s wobbling…

Becky: Okay.

Kelly: …around, and I can’t chew on this side.

Becky: Did your missing teeth on that side?

Kelly: Yes.

Becky: Okay.

Kelly: On the top. There’s none of that here.

Becky: Okay.

Kelly: There are some down here at the bottom, but there’s still a hole.

Becky: There’s nothing to pose in there to chew again.

Kelly: Correct.

Becky: Okay.

Kelly: Except to my gums.

Becky: Yeah.

Kelly: So, I’m at a point where I– I really need to do something or I’m going to be on a liquid diet here…

Becky: Yeah.

Kelly: …very shortly.

Becky: It sounds like fun to me. [laughter] No. All right. And you’re just obviously not liking your smile as well.

Kelly: Mm-hmm.

Becky: Can you show your smile?

[Consultation video pauses]

Veronica: So, some awesome things too that Becky does is she confirms with the patient saying, “Uh, that doesn’t sound good. That doesn’t sound fun. That sounds terrible.” So, she’s not minima– minimalizing the problem. Many times, we’ll see treatment coordinators. They’ll minimalize it and say, “Oh, well, don’t worry about it.” Like, “We’ll take care of you.” No. Like, worry about it. Right? We need you to worry about it like you can’t be living this way for the rest of your life, and I want you to know that the way you are… Uh, what you’re dealing with right now, it’s my job that you don’t walk out this door still in your situation; that we come up with a solution together to fix that problem. Okay? Does that make sense to everybody? Okay.

[Consultation video playing]

Becky: Okay. So, you still have teeth at the–

Kelly: I still have teeth but they’re rotten. They’re rotten and they’re all got [crosstalk].

Becky: Did you pay for that?

Kelly: The last place that I went to, they would fill a couple and then come back in four weeks, fill a couple and then come back in four weeks, to the point that I had more starting before they even got…

Becky: Ahh.

Kelly: …the other of the rest of the fields. So.

Becky: That’s really the scourging.

Kelly: Yes, and I… I always had, uh, cavities.

Becky: Okay.

Kelly: I had my appraisers. I had 25 calories.

Becky: Oh, wow.

Kelly: Little ones. So, the teeth and the fillings have been falling out. They’ve been rotting. It’s… I just…

Becky: It kind of feels like just, uh, a battle that you can’t win right now.

Kelly: Yes, and the expense is unreal. I’m not that old. I’m not going to be working that much longer.

Becky: All right.

Kelly: So, I’m trying to find my best deal.

Becky: Yeah, of course. It’s something that’s… You know. So, it sounds like you’re looking for something long-term and not a short-term fix.

Kelly: I’m over with the short-term fix.

Becky: You sound like…

Kelly: Yes.

Becky: …you’ve been just kind of piecemealing it as it goes and it’s just not getting–

Kelly: I’m old, and something to put in–

Becky: Okay.

Kelly: And if we can use those, utilize those teeth that I have, I would be amazed but…

Becky: Yeah.

Kelly: …I don’t know.

Becky: A lot of times with those partials, they actually have to attach to…

Kelly: Yeah.

Becky: They have to attach to a tooth. That sounds like the tooth that you do–

Kelly: No, it is not. It’s all plastic. It’s not the metal, it’s a plastic one.

Becky: It’s plastic. So, it’s more like a flipper type.

Kelly: Yeah. It’s just like that, except the tooth gets…

Becky: Sits there.

Kelly: …up into there.

Becky: Okay. Yeah. Those things make it difficult. Um, it should really–

Kelly: I have not felt so.

Becky: Yeah. We’ll talk about something that’s going to be a more permanent solution for you. Um, it’s going to be easy to take care of, um, and it’s also going to look the most natural.

Kelly: I know I haven’t smiled in a long time.

Becky: And that’s kind of, you know… I mean, everybody’s been having masks on and things like that, but now, the masks are coming off and people are– They’re coming in and really not liking their smile.

Kelly: Yes.

Becky: So, what my job is going to be, for you, Kelly, is to really look at what your wants and your needs are, and customize a plan that’s just really right for you. In that way, you can get exactly what you want.

Kelly: Okay.

Becky: Okay? Sound good?

Kelly: Yeah.

Becky: Okay.

[Consultation video pauses]

Veronica: So awesome. Becky, my only critique for your first 10 was really right here. Uh…

Becky: Okay.

Veronica: As I was going through your first 10, I was writing down notes and I’m like, “Oh, all this is so good.”, but I didn’t hear the framing in the beginning. So, the framing is where we start that expectation of the patient of who you are and why you are important; how you’re there to help them.

So, you actually circled back seven minutes into the consult. You circled back to it and said, “Hey, well, this is– this is my job. Here’s my responsibility to know what your wants are and what your need is, your current situation, your

, and then, we can customize a treatment plan that’s specifically for you to get you out of the situation.” Right? So, it’s really important to have this frame of your consultation. This is for everybody because, in the last two power sessions, many of you were here, and so you know that in the last two power sessions, we were actually taking the framing anchor and

so much time on it.

I think two power sessions ago, two months ago, we spent like four hours just on the framing anchor because what we find is, when we don’t set expectations with the patient and we just go straight into the consultation rather than, us, having control of the consult, we’ll see that the patient actually takes control of the consult themselves because they don’t know why your questions are important or that you even have specific questions to ask them. So, many times, you’ll be like, “Hey, what’s… What’s going on? Tell me why you’re here.” and they’ll tell you their whole life story and, usually, everything they think you need. Right? And they’re in control of the entire conversation.

So, make sure, everybody, that you keep– you keep this like in the front of your mind. Next time you’re doing a consultation that when you first step into the consult and you’re framing the consultation, you’re setting expectations for the patient like, “Hey, I’m Veronica. I’m the treatment coordinator here for Dr. Mueller’s office. My responsibility here is to create a custom treatment plan for you, and the way that I’m going to do this is I just need to be clear on two things. I need to be clear on where you are now in your current situation. So, any specific symptoms, frustrations, anything that you’re dealing with right now, I need to note that side. And then, I also need to know, uh, what you want. So, aesthetically function-wise maintenance. So, we’re going to go through all of that during this consultation today because if I know where you’re going, where you are right now, and where you want to be, then I’m going to work with you and the doctor, so we can customize a treatment plan that’s specifically for you and you walk out of here with what you want.” Does that make sense right to you?

Becky: Yes.

Veronica: Always want to start off your consultation like that. So, Becky, you did a really great job, um, since you did hit the framing part, uh, but it’s later on in the consult, so just remember to do that upfront and honestly expand on it, right? You guys need to like boost yourself up, show the patient that you’re the authority there, and show them, like, why they need to listen to you. Okay?

Becky: Okay. Sounds good.

Veronica: Okay, awesome.

[Consultation video playing]

Becky: Um, right now, are you having any pain anywhere?

Kelly: Yeah. That bottom tooth down there.

Becky: On the lower right side?

Kelly: Yeah. It moves, it is wiggling, and it hurts to bite up certain things. So…

Becky: Okay.

Kelly: Like– Like a carrot. I can’t…

Becky: Oh, yeah.

Kelly: I can’t chew nuts. I can’t chew anything hard.

Becky: Anything hard.

Kelly: The meat. Yeah.

Becky: Oh, so that’s really challenging and you can’t really chew much of anything.

Kelly: Yeah.

Becky: So, um, we need to get you out of discomfort and look at some solutions that, um, are going to be right for you. Um, and it looks like you were going to another dentist. As you said, you’re just kind of doing the fillings and…

Kelly: Yeah.

Becky: …not really seeing the results that you wanted to see.

Kelly: Yeah. I mean, I don’t know if that’s the thing now–to book somebody for half an hour, do a half an hour’s worth of work, and move them out–but I remember going to the dentist when they would do the fillings that I needed to be done, and then you would be done.

Becky: Yeah.

Kelly: But this was just like I was coming back every month, every month, every month, and the bill… They let us sure of the billings. So, they were kind of billing me for more than it was. So…

Becky: Yeah.

Kelly: That– That part, taken care of, belt down.

Becky: Okay.

Kelly: I don’t want to go back there.

Becky: Okay. Um, Dr. Mueller, um, is a prosthodontist who’s going to be… We’re gonna be taking some scans of your teeth today, seeing what’s going on in there, and then, he’s gonna come in and take a look at your x-rays, go over those with you, and let you know what you’re going to be a candidate for.

Kelly: Okay.

Becky: Okay?

Kelly: Yeah.

Becky: So it’s… It’s good that you still have teeth in the front. Um, it does sound like, possibly, you have some periodontal disease going on because when the teeth loosen, that means that you’ve lost bone over time and that can be due to a periodontal disease…

Kelly: Yeah.

Becky: …issue. So…

Kelly: And I had those cleanings way down deep and everything.

Becky: The deep cleaning?

Kelly: Yes.

Becky: Okay. So you’re aware of– of the deep cleanings and things like that, um, but we’re going to look at your overall health and your bone levels to make sure that, um, you have enough bone there to actually maybe place some implants and do something more permanent for you. So, okay?

Kelly: Yeah.

Becky: Um, we’re going to start off by either– You don’t have any implants in your mouth right now.

Kelly: No.

Becky: Right?

Kelly: No. Right.

Becky: Okay. So, we’re going to start off by just kind of taking a look at a model of actually what an implant is.

Kelly: Yeah.

Becky: Okay. So, in implants, um, you can re…

[Consultation video pauses]

Veronica: All right. So, I’m going to stop right there, and then Becky goes into the, uh, patient consultation. So, if you see, Becky started the consultation. It was about three minutes into the video. A little less than three minutes like two minutes and 45 seconds. Right? And now, we’re at nine minutes and 30 seconds. So, this is perfect. Um, she’s spending the right amount of time, specifically, on the patient and why they’re there and what they’re going through. So, many times, when we watched these consultations, uh…

You know, we tend to see as treatment coordinators. Our fallback, if we don’t know what to do, is we default to patient education because we’re just so used to it. Right? We know how to talk about patient education, what an implant is, what all I’m for is versus a denture, and so on, but we’ll see that, uh, we’re sometimes having a hard time actually spending time on the patient. So, just to give you an example, we’ll ask, “What are your pain points?” and we’ll get, “Oh, I’m just missing some teeth.” Get more. Right? You get, “Well, how is this affecting your life on a day-to-day basis?”

That’s why these, uh, patient intake forms are so critical. You can see that Becky was actually using it during the consultation to bring up some of these talking points and, um, it really helped her like keep on track with it too. So, you use this. Use this, um, as your help–that’s what it’s here for–and to guide you along with the conversation.

Uh, this one was also a really great patient because you were able to ask her one question and she kind of knew what you wanted. Uh, she told you what her pain points were and she told you what she actually wanted. So, can somebody here tell me? Uh, take yourself off of mute. Tell me what are we anchoring on when we’re doing the treatment plan? Like, what is this patient? What are– What are her like main focuses on why she wants to get the treatment done?

Becky: I think it’s to chew and to have something that’s not removable, is what I gathered from that.

Veronica: And then it’s not what?

Becky: Removable.

Veronica: Removable. Yeah. So, definitely, functionality, and another thing that I grabbed from this consult while watching it was convenience. Convenience and maintenance were a big one for her. Right? Because she kept telling Becky, “Hey, I had to go one month, get a couple of fillings done, and then I had to come back four weeks later. I get another couple of filling stuff, but then these teeth were rotting, so I had to come back four weeks later.” And she was like constantly going to the desk. Right? So, she’s not only looking for something that is permanent that doesn’t come in and out, which she clearly stated, but she’s also looking for something that’s super low maintenance and convenient for her with a very few visits.

So, when treatment-planning and you have somebody that’s giving you these cues of “I keep going to the dentist. I don’t want to keep going to the dentist, I just want to fix my teeth.” that’s like, one, they, uh, really benefit to not getting the dentures, right? And letting them know that with dentures, you’re going to have to constantly come here because we’re going to have to be making adjustments to make sure that it fits right. You’re going to have to take them in and out and you have to take care of them and like put them in the water at night. So… So, just keep that in mind too, for those types of cues, because it is big for a lot of people. All right. So, any questions or comments on the first 10? We’re going to move along to the second 10. [silence] No? Becky, crushed it.

[Consultation video playing]

Becky: Thank you. We’ll place a single tooth.

[Consultation video pauses]

Veronica: All right.


[Consultation video playing]

Kelly: …on things that I have. So at the…

Dr. Mueller: [Inaudible] Okay.

Kelly: [laughter] Like…

Dr. Mueller: Yeah.

Kelly: I’m trying to get rid of it, but I know it’s painful. So, I use to go…

Dr. Mueller: And you– Most of your teeth, there is– I think, there’s not one single tooth but–


Kelly: I know.

Dr. Mueller: Yeah. Its…

Kelly: I know. I’ve been doing

. I’ve been working on this so long and they’ve been taking the time. So, I took my teeth and they just continued to rot and rot and rot. And so… Yeah, I just need them out and [inaudible].

Dr. Mueller: Yeah. I think that’s the best solution for you.

Becky: In her previous dentist, she said they would come in and do a couple of fillings…

Kelly: And then we’ll be back…

Becky: …then come back.

Kelly: …for another month and month and a half, and then a couple more fillings, and then, they continue to get it. And this one, it’s falling off twice.

Dr. Mueller: Yeah. Oh, yeah, and I can see why, but what happens is that your cavities, they’re so deep…

Kelly: [laughing]

Dr. Mueller: …that…

Kelly: Yeah.

Dr. Mueller: …if they’re underneath the bone too–

Kelly: I went for 10 years without having any dental insurance.

Dr. Mueller: Oh, really.

Kelly: Yes. So, I–

[Consultation video pauses]

Veronica: So, you guys can see that this patient, again, is bringing up the convenience factor like, “I kept having a go back to the dentist all the time.” Right? She’s telling the doctor the first and second time. So again, super important for her. Uh, Becky, can you tell us a little bit about your communication between yourself and the doctor? How do you relay the information from the first 10, uh, before Dr. Mueller comes and does the second 10?

Becky: So, I go over the intake form with him and let him know her biggest concerns and that she’s wanting something, um, more permanent and long-term. So, I basically give him just a little update on, you know, a little bit of her background, what she’s wanting, and what her concerns were.

Veronica: Okay. Awesome. Uh, so Dr. Mueller brings up the CT scan around a minute and 40 seconds. So, I’m just going to fast forward here a little bit. Dr. Mueller does a great job. He keeps his section to under 10 minutes. He’s in, he’s out, he’s highlighting like the big infections, but he’s also saying, “Hey, the good news is we can fix this.” and gives one primary treatment plan recommendation. So, I– I know we have, um, doctors here on the call. So, I do want to play his section so everybody can see it because it was awesome.

[Consultation video playing]

Dr. Mueller: As you can see– Let me Zoom in. Wow, this is the left side, right?

Kelly: Mm-hmm.

Dr. Mueller: And that’s the right side. You already know just by looking.

Kelly: Yeah.

Veronica: Sorry, I’m having some problems with my internet.

Dr. Mueller: Sad news.

Kelly: Exactly.

Dr. Mueller: And look at this huge infection that you have there.

Kelly: Is that what that is?

Dr. Mueller: Saw this?

Kelly: Yeah.

Dr. Mueller: So, do you see that this is, like, darker and around that area? My concern is that this infection is so big that it’s starting to get to the brain, close to the nerve that is very important. It is right here. I don’t know. Can you see this line right here?

Kelly: Mm-hmm, mm-hmm, mm-hmm. I see it.

Dr. Mueller: That’s a huge nerve and this is the most important nerve for all this area in the mandible.

Kelly: So that, your face doesn’t move right there.

Dr. Mueller: Yes. So, here, it’s starting to get into that nerve, so we need to really do something about this quickly. Otherwise, this– this is a timebomb.

Kelly: An antibiotic is.

Dr. Mueller: Yes. We’ll give you, just in case, an antibiotic to take care of it, to buy you a little bit more time. The drawback is that giving you the antibiotic will take care of this infection for one or two weeks, but then, the infection comes back. You know…

Kelly: Well, yeah.

Dr. Mueller:

just because we have to remove that tooth. That’s the only thing about it.

Becky: At the source.

Kelly: I have tried to get that tooth myself.

Dr. Mueller: [laughing]

Kelly: It doesn’t wanna come out.

Dr. Mueller: It doesn’t wanna come out?

Kelly: It does want to stay. It doesn’t wanna come out.

Becky: Yeah.

Dr. Mueller: Your top tooth has a big infection as well.

Kelly: Yeah.

Dr. Mueller: It’s probably as big as this one, but this will break up any time.

Kelly: Yeah.

Dr. Mueller: And then, when you Zoom in here, you’ll see that. Do you see?

Kelly: Yes.

Dr. Mueller: All of these here, they’re like…

Kelly: I know. I know.

Dr. Mueller: Well, yeah. Cavity, cavity, cavity, cavity, cavity.

Kelly: Cavity, cavity, cavity, cavity, cavity, cavity.

Becky: Yeah.

Dr. Mueller: Or you have a– you have a filling but underneath the filling, you have a cavity. Here is the same thing.

Becky: Yeah.

Dr. Mueller: Cavity underneath the filling. So, I think the only [crosstalk].

Kelly: That’s why I’m here.

Becky: Yeah.

Dr. Mueller: And then, obviously, because these teeth broke, gum and everything–

Kelly: Yup. yup. Take them all out, I say.

Becky: So, you have to be very careful because it could break off. Really, it could break off at any time.

Kelly: I know.

Dr. Mueller: So, I don’t know if this will work.

[computer dings]

Dr. Mueller: It won’t work. Okay.

Kelly: [chuckles]

Dr. Mueller: I looked at your 3-Dimensional bone. This is your 3-Dimensional image…

Kelly: Uh-huh.

Dr. Mueller: …that Jody just took, and I look in 3-Dimensionals to make sure you have good bone and that’s why I said you are a good candidate for this because you have good bones. Sometimes, patients want to do it and they can’t…

Kelly: They cannot.

Dr. Mueller: …just because of that. Now, we have to make sure that we do this relatively soon because sometimes with time…

Veronica: I must stop it really quick.

Dr. Mueller: …if you–

[Consultation video pauses]

Veronica: Before I forget, just to point, um, it’s really subtle but if you guys are watching this and paying attention to Becky throughout the consultation, she’s like agreeing with Dr. Mueller and what he is saying. She is saying ”mm-hmm”. She is looking at the patient. There’s one point where she actually interjects and, uh, she’s saying like, “That, yeah. That’s why it’s super important that you have to be careful. It can come off at any time.” So, you can tell. Becky, you are super comfortable with Dr. Mueller like being in the presence with him, um, and with the patient.

And this is huge. This is huge for the patient to see and something like, “I’m a big advocate for it”. The patient, seeing from their perspective, it’s like, “Okay, the doctor’s here but the treatment coordinator’s not in the corner being silent and just taking notes.” They must be an authority because they’re actually still a part of this whole conversation, right? So subconsciously, they’re getting the fact that “Hey, this person’s important and I can trust this person.” Does that make sense to everybody?

So, please, like, when you’re in the Consult room, if you find yourself, like, start paying attention to those little– those little things too, when you’re in the Consult room with the doctor. If you find yourself that you’re just sitting there in the corner, if you’re silent the whole time, or, you know, if the doctor doesn’t recognize you like, “Oh! Becky told me all about your situation. She already informed me on everything.” it doesn’t have to be anything extravagant or huge, right? It doesn’t have to be a long conversation, just like little things here and there. It does make a big difference. And if you’re not getting that, uh, definitely, speak up. Speak up and let the doctor know, like, “Hey, you know, sometimes I feel like I spend all this time with the patient with the first 10. It’d be nice if you, like, mention me just in the beginning, like, that I gave you the background already with this patient.” or something, right? Just– just a name drop. So, um, i-it-it is a big thing, and sometimes, I don’t see it. So, that’s why I’m mentioning it. [tongue click]

And then, you’ll see that Dr. Mueller– Uh, he does an awesome job because he’s saying, like, “Hey, you have these huge infections and we’ll give you the antibiotics but this is only going to help for a week, maybe two, but this is basically a time bomb.” [laugh] It’s literally what he tells her, right? And he says, “But the good news is, you are a candidate. You are a candidate for dental implants and which is awesome because there’re patients that come in here that aren’t candidates anymore. So, you’re in, like, an awesome spot” It’s, basically, what he’s telling her. So, uh, he’s doing a phenomenal job. So, we’re gonna keep going.

[Consultation video playing]

Dr. Mueller: …you wait too long then the bones start to shrink away.

Kelly: Uh, uh, yeah, that’s what I’ve been afraid of.

Becky: Yeah.

Dr. Mueller: Because of those areas… I’m sure you’ve noticed. There is where they already took away your teeth; everything shrinks away with time.

Becky: Mm-hmm.

Dr. Mueller: So, what we are planning to do is I’ll pull this up again [mouse clicks]. There you go. What we’re planning to do–and this is the best solution that I have for you–is to take out all your upper teeth and take out all your lower teeth, clean the infections, make sure everything is nice and clean, and I will actually put some extra bone in here because if I just take this out, you’ll have a huge hole there.

Kelly: Yeah.

Dr. Mueller: And the same thing for here.

Kelly: Yeah.

Dr. Mueller: So, I’ll add extra bone for you. I will tell Becky not to charge you for that.

Kelly: Free bone.

Becky: Free bone.

Dr. Mueller: Free bone [chuckles].

Kelly: Ohh.

Dr. Mueller: But I want to make sure that this is healing nicely so that it doesn’t, in the long run, gets worse and gets worse.

Kelly: Yes. Yes.

Dr. Mueller: And then, what we would do, Kelly, is we will put 4 to 6 implants in your upper jaw, and 4 to 6 implants in the lower jaw. So, we put– we space them out as much as we can. So, we put one in here, two, three, four, five, six…

Kelly: Yes.

Dr. Mueller: …and then, we give you a temporary prosthesis. So, let me show you here. It-it-it looks better here. So, we take out all your upper teeth and lower teeth.

Kelly: And lower.

Dr. Mueller: And then, that same day, we put 4 to 6 implants in, and then those implants are going to be the foundation for your new teeth, and we will design your teeth. We actually have done [thud] this already. I’ve done a smile design with your new smile, new shape because right now, when you smile, you only show your front teeth and you don’t have anything in the back.

Kelly: I know. [chuckles]

Dr. Mueller: So, we’re going to puff that out a little bit so that you have a broader smile, a nicer smile.

Kelly: Ohh.

Dr. Mueller: So, we designed this. That’s something that Becky and I like to do. We do a nice smile design.

Kelly: Yes.

Dr. Mueller: And once [gulps] you do that, you will get a temporary prosthesis.

Kelly: Okay.

Dr. Mueller: Now, in that temporary prosthesis, we have to wait 3 to 4 months before everything heals, because, you know, once we take out your teeth, everything has to heal. The implants have to heal. Everything has to be really good. Once that is done, then we go ahead and do your final prosthesis, w-which will look even better.

Kelly: Mm-hmm.

Dr. Mueller: This is what happens. There are always a few things we have to do, you know.

Kelly: Yeah.

Dr. Mueller: Sometimes the midline is a little bit upwards. Y-y-your teeth are a little bit too long or too short. There are certain things that we can always improve, and we do that together with you when you give us a lot of feedback and say, “Yes! This is what I want.”, or y-you want a different shade. You know, everybody wants…

Kelly: Mm-hmm.

Dr. Mueller: …a different shade. Everybody goes lighter, which I would do. [laugh] Well, that’s–

Kelly: Well, my teeth were pretty yellow, so.

Dr. Mueller: Yes.

Kelly: I will go a little lighter, but not white.

Becky: Yeah.

Dr. Mueller: Yeah.

Becky: Not too bright. Yeah. Do you want something natural?

Dr. Mueller: Yes. You do want something– Like what Becky say, you want something that would look natural. So, that’s really it, Kelly.

Kelly: All right [sighs]. How soon can we do this?

Veronica: All right. She’s ready.

Dr. Mueller: As soon as-as-as you want. Let me show you this final design that I did for you. [mouse clicks]. So, this is just an animation, obviously. [mouse click]. Where is it? There you go. So, I’ll show you here [mouse click]. There you go. So, this is what we have right now, [inaudible] and as I was telling you, you have a couple of spaces here.

Kelly: Yup. Since I’ve lost the other back teeth, they’re moving out.

Becky: Spread out, yeah.

Dr. Mueller: And then, here, you don’t have anything.

Kelly: Correct.

Dr. Mueller: So, what I planned to do– This is just the– Like…

Becky: Generic. [chuckles].

Dr. Mueller: …just something that is generated lately. There you go. Now, you can see this much better.

Kelly: Oh, yeah.

Dr. Mueller: But, do you see? We’re making your teeth a tiny-bitty longer. We’re making them a little bit lighter and we’re making your teeth a little bit c-closer because they’re too separate right now.

Kelly: Yeah, yeah.

Dr. Mueller: I think the most important thing is that you’ll have, we call it, hey[?] teeth for the back.

Kelly: Right there.

Dr. Mueller: So, it’s called the buccal corridor, and you’ll need that…

Kelly: Yeah.

Dr. Mueller: …because you have a broad smile. Some people, when they smile, they don’t show their teeth, but you–

Kelly: Yeah. [laughs] I know why.

Dr. Mueller: You have a broad– Which is good; which is nice.

Kelly: Yeah, it used to be. [laughs]

Dr. Mueller: But the problem is, with time, when patients lose their teeth, instead of smiling, y-y-you’re just like that because you’re afraid that if you smile, people will see.

Kelly: [shows teeth] You do a lot of this?

Becky: Yeah. [laughter]

Dr. Mueller: See? That, an-an-and that’s…

Kelly: And it’s horrible. [laughs]

Becky: [laughs]

Dr. Mueller: What we notice with patients where we have done this, initially, when we– We always take pictures like this and we do it on a regular basis. In the end, when we take these pictures, the patients smile and they learn how to smile, because, you know, you’ve been, for years, not smiling.

Kelly: Smiling.

Dr. Mueller: Hiding your teeth.

Kelly: Mm-hmm.

Dr. Mueller: So, this is, uh– It-it’s gonna be a big impact.

Kelly: Yeah.

Dr. Mueller: It’s gonna be a big impact for you, for your confidence, but it is also going to be good for you. It’s gonna be healthier because when you have these chronic infections, Kelly, your body is just wasting so much effort and energy to remove that.

Becky: They’re fighting it.

Dr. Mueller: To fight that. So, once we take these out, patients are, like, “Oh my God! I was in pain. I didn’t even know this.” Yeah, but it’s just, you know, your body is fighting it all day long.

Kelly: [laughs] Yes, yes. I couldn’t believe that.

Dr. Mueller: Okay! So, that’s what I wanted to show you. I don’t know if you have any other questions for me. Anything?

Kelly: No, not really.

Dr. Mueller: No?

Kelly: No, no. Mostly, it’s just if I can afford it or not, so.

Dr. Mueller: Okay, good. And-and Becky can r-review that with you…

Kelly: Okay.

Dr. Mueller: …with different plans for you, an-and then, you can decide what you want to do.

Kelly: Great!

Dr. Mueller: Well, thank you so much for coming. It’s pleasure meeting you.

Kelly: It’s very nice to meet you.

Dr. Mueller: Have a good day, Kelly.

Kelly: You, too.

Becky: Right. Thank you, Doctor.

Dr. Mueller: And thanks again for coming.

Kelly: Oh, thank you.

Dr. Mueller: Thank you.

[Consultation video pauses]

Veronica: Awesome! So, great job, obviously. See, at the beginning of the first 10, the patient wasn’t so concerned about aesthetics, right? Only really mentioned the convenience aspect and the functionality that she wanted to eat. Many times, when patients are going through or need a full arch rehab, they’ve been– they’ve been dealing with the situation for 10+ years and they’re just so concerned about having and being able to eat and chew again; that they don’t really think about the aesthetics. It doesn’t really play a part for them in their minds, but always realize that whenever we talk about full-arch, even though it’s not a patient’s main concern right now, were “Oh, it’s always gonna change the esthetics.”

So, it’s really important to plant the seed, whether that’s in the first 10 or the second 10. So, [gulps] [clicks tongue] Dr. Mueller and Becky, you guys do a great job with doing the smile simulation, which I was super excited to see. Becky, do you wanna tell the group about, like, your experience with the smile simulation and how that’s affected your consulted patients?

Becky: Um, we don’t do them for every patient. It really depends on what their situation is. Some of them don’t have teeth at all, um, but I do find it is really helpful so that they can see what could be, um, in the future for them. So, I think it is a huge selling point, um, but it really makes the patient look, “Wow! I didn’t even realize how things look now.” because they don’t really tend to smile, but this shows them what their smile could really look like in the future. So, I feel like it’s a good selling point. We don’t– Depending on time, we don’t do it for every patient but, um, it just depends on the situation.

Veronica: Okay, and what system do you use? Do you use SmileFy?

Becky: Um, do you know Smilecloud? Smilecloud?

Woman attendee 1: Yes.

Becky: Smilecloud. Doctor, um, is still teaching me how to do some of that designing. Um, so I go in there and kind of watch him do that, um, but he does the majority of it.

Veronica: Okay. So, just for everybody to know, SmileFy is, um, [clicks tongue] a digital smile simulation that I always recommend. It’s super easy. I was able to learn it without watching actually any of the videos. Uh, it’s pretty easy to press the automate [laughs] button and then just do small adjustments. And it took me like maybe 20 minutes total to figure out all the buttons. And then, when I did it to other people, it took me 5 minutes to simulate a smile. And again, it’s not perfect. It’s not perfect but it’s good enough to show the patient what can be and what should be. Right?

So, [clicks tongue] incorporating this. And I always recommend like take a picture when the patient walks in. Have it a standard operating procedure at your office. New patients: take a photo where they’re smiling, showing their teeth. And, uh, somebody at the front desk is more than capable of, you know, pressing the auto smile simulate and maybe adjusting it here and there.

Um, a lot of my treatment coordinators, they’ll have the front desk take the picture, press the auto smile simulate ’cause it takes like 60 seconds, and then, will give it to the treatment coordinator. And while the doctor’s talking with the patient in the room, the treatment coordinator will then make the slight adjustments, uh, in the consultation during that second 10. So, SmileFy, I believe, is like $500 for the year; something that I always recommend having ’cause it can make a huge impact on your sales. So, that $500, to sell even one full-arch case. Um, you know, definitely worth it. So, uh, what I’ll do is, we have like an affiliate link, so I’ll send it to everybody with our recap today after today’s call [tongue clicks]. So, you’ll have them.

[Consultation video playing]

Kelly: Good morning.

Becky: All right! Well, that’s great news.

Kelly: Yeah.

Becky: It’s really good news ’cause a lot of people, as you said, don’t have the bone, and this isn’t an option. So, at least we know that we have options. So…

Kelly: Yes.

Becky: What did you think of Dr. Mueller?

Kelly: Oh, very nice.

Becky: Yes.

Kelly: Very friendly.

Becky: Yes. All right, good. We just wanna make sure that you feel confident in him, um, you know, that you feel comfortable with him in both their office and as a whole. So, what we’re gonna do next is, when we do this type of procedure, we do everything in, uh, what we call a bundle, um, because when we get in there, sometimes we have to add extra bone. We have to, maybe, add an extra implant. Things like that.

Kelly: Right.

Becky: So, instead of, “Okay. Well, next time…” You know.

[Consultation video pauses]

Veronica: So, some quick suggestions, Becky, before we keep going. Um, definitely, with the celebrating the candidacy, so you started it off really well. “What did you think about the doctor? That’s so awesome. You’re a candidate.” So, you’re celebrating for her but what I didn’t see from the patient really was her excitement. Right? She was like, “Yeah. Yeah, cool. Yeah, the doctor was nice.” She– When we start talking about the doctor, her spirit’s kind of like lifted up.

So, what we wanna see from the patient, like– Did everybody see that? How she’s kind of like, “Huh.” Like, she wasn’t– She didn’t seem too excited about it when we ask her, when we talked about celebrating her candidacy or that she’s a candidate for it. So, make sure you ask questions like, “So, how do you feel about it?” Like, “You’re excited, right? This is exciting! We’re gonna get you your new teeth!” Like, try to get some type of emotion, um, out of them w-w-with that, okay?

And [clicks tongue] definitely, uh, recap the process for whatever you’re about to present the bundle on, okay? So, whether that’s implant-supported denture or the fixed full arch, you wanna go through all the clinical staff to make sure, 100%, that they’re okay with the treatment. In their heads, they agree with it and that they don’t have any questions about the system or the process, because when we present the bundle without getting clarification that the treatment’s right, no other questions, if they say, “Let me think about it” at the end after we present the bundle, we don’t quite know if they have to think about different treatment options or if they have to think about the price. Right? So, we need to get that out of the way that, “Yes, that’s the treatment for them.” They don’t have any questions about this treatment or anything about the process, and this can be a really quick recap [tongue clicks]. Um, does that make sense, Becky?

Becky: Yes, yes.

Veronica: Okay, cool [tongue clicks]. And then, now, we’re getting into the bundle.

[Consultation video playing]

Becky: Today, we add an extra implant. You’re gonna add– You’re gonna have to pay another $1700, you know.

Kelly: Right, right.

Becky: This way, we pay everything in the Payapps. And everything, from start to finish, is included.

Kelly: Okay.

Becky: Okay? Which makes things a little bit easier on everyone. Um, that way, we’re not having to– You’re having surgery, you have to worry about paying that day.

Kelly: Right.

Becky: Like, everything’s taken care of, okay?

Kelly: Yeah.

Becky: All right. And we’re gonna go over. Um, for this type of appliance, we actually have 2 options for you that I’m gonna go over, okay? And the difference, um… The only difference in the plan that I’m going to show you is the end results and the type of material that we’re gonna be using, okay?

Kelly: Yes.

Becky: So, this is more, um– This is still fixed, just like we’re talking about, but it’s more like a denture material. I’ll let you feel that, okay? It looks really nice. It’s smooth.

Kelly: Yup.

Becky: It’s aesthetic-looking.

Kelly: Yup.

Becky: Um, this one [clicks tongue] is a lower tooth. This is made out of zirconia, okay? This is the strongest material that you can use. You can chew whatever you want. It will never have to be replaced, okay?

Kelly: Yeah.

Becky: You can feel the difference.

Kelly: Oh, yeah. [inaudible]

Becky: You can feel how smooth it is. Um, plaque and food don’t stick to it. Um, you know, it’s the strongest material but it’s also the most aesthetic, okay? Now, sometimes, people like, you know, “Anything is better than what I have.”

Kelly: Right.

Becky: Let’s start with the lesser amount, which is this one.

Kelly: Yes.

Becky: Okay? You can always come back and have this one made.

Kelly: Okay.

Becky: Okay? So, we do offer. In our bundles, we also have a warranty, okay?

Kelly: Okay.

Becky: With this one, we have a one-year warranty. So, if anything breaks, then we’ll replace it, okay? Our implants have a 5-year warranty. This has a 5-year warranty, um, but there’s really no breaking this. So, it’s– It will last a lifetime.

Kelly: Right.

Becky: Okay? Since you’re looking for something long-term, this would be the best option, but this is a great option as well.

Kelly: Yeah. My starting point.

Becky: Yeah, your starting point. Okay? So, we’re gonna start with that one. And this is, uh– This is carboxylated; the bundle that we’re gonna go over. So, if we’re going to go in there and itemize everything out–everything that we do, um, the cost, um, for that proceed–for those procedures, all the interim dentures, extractions, we do offer IV sedation. That would also be included in the bundle, okay?

Kelly: Okay.

Becky: It’s a

sedation, so you’re still awake. You just have to have a driver, okay?

Kelly: Yup.

Becky: But sometimes, I knew it’s more comfortable to have a little more sedation. That way, you exert a little less effort in handling certain things and things go a little [inaudible]. You know.

Kelly: Yeah.

Becky: Um, if we’re to itemize everything out, that would bring the cost to $27,000, and that’s for one arch, okay? But because we do these services all the time with these bundles and we have our own lab that actually fabricates these for us, we can pass those savings on to you, okay?

Kelly: All right.

Becky: So, I’m gonna take off the cost of the exam and the implant pre-op. Um, the implant pre-op is what we do about 2 weeks, 2 to 3 weeks prior to the surgery, where we take the scans. We have to get all that information to make your interim dentures and also the surgical guide, which guides him to exactly where those implants, are gonna be placed.

So, there’s a lot of preliminary stuff that we have to do and a lot of costs that are involved in that, but we’re gonna do that at no cost to you.

Also, the smile design, we’ll do a little bit more of that. Um, we’ll throw in a custom abutment, which is what connects the denture, um, to the implants themselves. We’ll also throw in the implant or the interim denture and the extractions, okay?

Kelly: Right.

Becky: So, that’s gonna bring the cost down to $17000.

Kelly: Okay.

Becky: Okay? And that is per arch, okay? It’s like buying a new car, okay?

Kelly: Yeah.

Becky: So, it is an investment. However, you have to look at it as an investment in your health because if you can’t chew properly, you will develop other digestion problems and other health problems. Um, and so, this is– This is for the, um, [clicks tongue] denture. The one with the denture material, okay?

Kelly: Yup, yup.

Becky: All right. So, the next one, this is for upper and lower combined, okay? And that’s gonna be–

[Consultation video pauses]

Veronica: Becky, that’s beautiful, okay? You did an awesome job. Awesome job with building the value, why she’s getting the discount, explaining it like, “Hey, we have an in-house lab. We do this all the time. We’re able to extend the savings to you.” It was perfect! So, good job on that.

Becky: Thank you.

Veronica: My question is…

Becky: [chuckles]

Veronica: [clicks tongue] So, we always recommend presenting one treatment plan, right? So, with this patient, in particular, we showed the zirconia and we showed the, like, temp–the acrylic one, right–which was like half the price. Um, the patient– I’m gonna skip ahead a little bit ’cause I know we’re running out of time, but the patient basically says, “Whatever I can afford, I’ll do.” So, the patient, which we’ll get to, ends up being able to afford seventeen [coughs] thousand dollars. So, she went with, I believe, a single arch that was the acrylic option.

However, if the patient was approved–let’s just say, the patient was approved–for $50,000, what we see a lot of times is, the patient at the end, if you present them the 2 treatment plans and they got approved for the full amount for the zirconia, they’ll be like, “Okay, cool. I need to go home and think about it [coughs].” Why? Because they have 2 treatment plans in front of them that they need to think about. Okay? And so, what we always recommend on doing, if they are a candidate for fixed full-arch and they weren’t saying anything about pricing the first 10 or the second, then just go straight into zirconia option.

Once you are presenting the zirconia option and she’s like– [coughs]. Excuse me. [clicks tongue] “I don’t know if I’m gonna be able to afford this but, you know, let’s try.” And she only gets approved for 17. That’s when we whip out the acrylic one and say, “You know what, you’re not approved for this but the good news is…”–because there’s always good news because we always figure it out–“Good news is we have another option, and the option is, it’s the same exact thing but it’s made out of acrylic. And when we get you to a financial standpoint, we can always convert this into zirconia, but this is going to be light years away from where you are right now [inaudible].” Does that make sense?

Becky: Yes, that makes sense.

Veronica: Okay, so…

Becky: So, I will tweak that in my consultations, um; how I approach that.

Veronica: Okay. Do you typically show the zirconia and the acrylic one?

Becky: I do, because, uh, a lot of times Dr. Mueller will mention those as an option. I mean, when he says, you know, a lot of times, “So, save the fix but, you know, we have one that’s a little bit less expensive.”, um, so I do, usually, present both, um, [clicks tongue] so I can, you know… As I said, I’ll change that up and only present the zirconia first and then come back with the others.

Veronica: Yeah. For sure[?].

Becky: Okay.

Veronica: Try to tweak that for your consults.

Becky: Okay.

Veronica: Um, you might– We see this sometimes too–that the practices that we’ll present, you know, the 2 options, the patient will think like, “Oh, this is the same thing. So, I’m just gonna get the cheaper one”.

Becky: Uh-huh.

Veronica: When– If they were presented the zirconia only, like, they were funded for zirconia.

Becky: Right.

Veronica: They have the funds for it. They would have moved forward but, like, in their mind, they’re like, “Oh, let me just save, you know, X amount of dollars.” They’re saying, like, “This is pretty much the same thing, anyway. So, I’m gonna go with that one.” So, you’ll have patients that will switch for the cheaper one even though they could pay for the more expensive one, right? Which is, for them, a better option…

Becky: Right.

Veronica: …’cause this is not gonna break and they’re not gonna replace or do any of that. So, just focus on doing that. Uh…

Becky: Okay.

Veronica: The zirconia plan first [clicks tongue]. Okay.

Becky: Yes. I always let them hold the material so they can actually feel the difference. So [inaudible].

Veronica: Yeah. Yeah, that’s great. Yup. [pause]. And, uh, Becky, I believe you did this in your first 10 but you can definitely– For those of you who are doing full arch acrylic, or that 3-D [inaudible] in your office are doing the, like, temporary version [clicks tongue], definitely, you can, um– If that’s big in your office, put it into your patient education in the first 10 because that will give the patients an opportunity to be like, “Oh, well, I want a fixed full-arch but what’s the price difference between acrylic and zirconia?” And then, you know that they’re conscious about the price. And we can talk about price in the first 10, um, and just pick that up right away and let–like Dr. Mueller knows–“Hey, I already spoke with this patient and he’s concerned about price and he said that he definitely doesn’t want the zirconia option.” Right? And then, you just focus on the temporary–the acrylic one. [pause] [clicks tongue] Okay. [pause]

[Consultation video playing]

Becky: …extract the teeth.

Kelly: Yeah.

Becky: So, um, you know. I know that’s probably– It’s then– It doesn’t look swollen, you know, to me now, but it can happen at any time. We just don’t know when.

Kelly: Right.

Becky: Um, at the end of the X-ray[?], you know, they work for a very short period of time, and then it’s done.

Kelly: It’s done. All right.

Becky: So, for you, it is kind of an– You know. It’s urgent because of this infection. Um, and you know, it can go to people’s brains and can actually kill them. So…

Kelly: I know.

Veronica: She’s scared of that. [Consultation video pauses] Right? [laughs]. No, but on a serious note, both you and Dr. Mueller throughout this entire consultation, focused on the infections that she had brought up, like, “Hey, there is a different patient just like you that was experiencing this. We put him on antibiotics and he thought that he can last forever on them, but no. He had a comeback and it was like, Boom! Flamed up. His whole f-f-face was on fire.” You know. Whatever.

So, she’s– She’s giving examples of other patients that are in a similar situation to this patient. So, that’s a really great sales technique right there for the mechanics. So, I’m going to fast-forward, uh, really quick. Basically, [clicks tongue] she tells Becky, again, like I said, “I’m gonna do whatever I can afford.” So first, they go through Proceed. The patient gets approved for about five thousand three hundred with Proceed. Uh, Becky, then, moves on and says, “Well, let’s try another lender.” and they did CareCredit. So, with CareCredit [clicks tongue], uh, she calls over the phone and she got approved for $10,000 with CareCredit, and they start talking about insurance as well on the phone. [clicks tongue] I wanna play this last clip for you.


Veronica: Becky, one thing too about financing, and this is for, uh, some of you ladies as well. I see that during your consultations, we’re giving the patient an iPad for them to complete the application themselves. We see so many problems with applications when you let the patient do it themselves ’cause they’re not typing in, like, the extra zero, or they’re just doing something super weird.

So, just think about, if you go to the bank and do like a mortgage, or you’re applying for a loan, or you’re going to the dealer and applying for a loan for a car, they’re never making you do it. Right? Somebody in there is asking you the questions and completing them for you. So, [clicks tongue] that’s something that I recommend doing every time. Like, don’t be scared to do it. That’s what you’re there for. They see you as the authority. So literally, just walk through the application with the patient and type it in for them so you, yourself, are 100% sure that their address is filled right, that they’re putting in their household income, not just their own income. Like, if their dog is insta-famous and is getting sponsorship money from Instagram and YouTube, that is included [laughs] in their household [claps] income. You know, you’re like including everything in there.

So, just walk them. Take the time to walk them through and just type everything out. You’re gonna run into fewer problems. I’m not saying that happened with this patient but just for the future. And then, um… [clicks tongue] Yeah, a patient goes through, calls CareCredit, and gets approved for 10 grand. [pause] Okay, here we go.

[Consultation video playing] [background noise]

Kelly: I don’t receive a text message here

[mouse clicks] [computer dings]

Becky: You said you don’t have any DeNure insurance, correct?

Kelly: I do have DeNure insurance.

Becky: Okay.

Kelly: I have, uh…

[Consultation video pauses]

Veronica: Opps, sorry, guys. I don’t know what’s going on with the internet.

[Consultation video playing]

Kelly: [inaudible] the whole year. It is Emeritus.

Becky: Okay.

Kelly: I have a thousand dollars to use in a year.

Becky: Okay. So, if I can get a copy of that insurance information, what we can do is, if we can use–

Kelly: This is what they cover [paper ruffling] your printer.

Becky: They might help. Oh, perfect! So, that will cover the extractions. So, if we can use it, we can, like, file the insurance for your extractions, [clicks tongue] use that thousand dollars, have you put the thousand dollars down, and then use the CareCredit. We’ll do it at that cost. How about that?

Kelly: Oh, my God, that would be amazing!

Becky: Does that sound good?

Kelly: Yes, it does. It sounds amazing!

Becky: Okay.

[Consultation video pauses]

Veronica: That’s why it’s super important to have wiggle room in your bundles, guys. So, your bundle cannot be like, “Hey, $25,000.” That’s the lowest we can go and that’s what we’re presenting to patients. You’re going from $32 or $33 or 35 or whatever

. That 25.

Then, a treatment coordinator needs to have some type of buffer, that when you’re in situations like this… Think about it. If we’re spending money on marketing like manpower hours and all this, like, to just get this patient in this situation that is already like funded and we’re going to lose it over, like, a thousand dollars or two thousand dollars, then it’s going to be that much money just to get this patient back in a similar situation.

So, treatment coordinators, if you don’t have that wiggle room, please talk to the doctors. Take your bundles and put them up to grand. Just start selling all of your bundles to two grand more or three grand more. Trust me, you’re still going to sell them. It’s not going to affect your clothes unless you mentally make yourself affect them. Uh, make it affect your clothes [chuckles], right?

So, $3,000 on a 25, or $50,000 procedure isn’t a big deal. Patients are gonna say no over, like, that 3 grand. So, make sure, like, you have that wiggle room because Becky has that wiggle room and she wins in for us. She’s like, “Hey, with the CareCredit money that you have [clicks tongue], we’re gonna use the thousand dollars from your insurance, and if you can put a thousand dollars down, we’re gonna do it for that cost. We’re gonna do it for that.” And she’s, like, speechless. She’s so thankful for it. And trust me, this patient will probably refer other patients to you because of how you treated her and you listened to her. Just like this one entire consultation.

So, Becky, you did amazing! Phenomenal job! You and Dr. Mueller. Like, case closed for what? 17 grand. So, you guys did fantastically. TCS here, be like Becky! Be like Becky! [laughs]. Becky, Treatment Coordinator of the Month. Right? Becky, I’m sending you a massage, girl. So…

Becky: [chuckles] Thank you. [laughs]

Veronica: Yup. I’m gonna get with you after this and send you to the spa to get a nice massage. Does that sound good?

Becky: Thank you. I could use that. [laughs]

Veronica: Yeah [laughs]. So, uh, for everybody, please keep sending in your consultations. I was kind of disappointed last month. I know it was a crazy month last month because I saw your numbers. [chuckles] And your numbers were like sky-high, um, but please don’t forget to send your consults. This is a huge part of the TCI program and we learn so much from each other. I learn a lot from you, ladies, and just sharing your experiences with patients, uh, help other treatment coordinators a lot too.

So, I just sent out some lessons this morning to send in your April first and submit your numbers for last month. [clicks tongue] Look at– Look at our power sessions for the next few months. Sign up for those. The program is growing. Um, it’s getting rather large so we want to keep those power sessions to like 20 or 25 people. Uh, so make sure you look at the schedule for the next few months. Definitely, we’re through of your spot for those.

And for those of you that I’ll see this weekend, see you this weekend. We’re gonna have an awesome party. [chuckles] They’re– Jerry makes the party, so I’m sure of that. And, uh, if you need anything, let me know. Before I end, though, does anybody have any questions? [mouse clicks].

Rev: I do. I do, I do. So, I do a lot of, um, Spanish-speaking consults. Do you guys have anyone that reviews them for Spanish speakers or how are we supposed to go about those?

Veronica: Yeah. Um, so, I do have…


Veronica: …a few people that speak Spanish here.

[background noise]

Veronica: So, don’t, like, send me a million Spanish consultations [laughs], right?

Rev: Okay.

Veronica: I can’t do, like, super major volume, but if you send me like one once in a while…

[background noise]

Veronica: …I can definitely nail that.

Rev: Okay.

Michael: I’d be more than happy to review some of those for you.

Rev: Okay.

Veronica: Uh, yeah, Michael. He’s the one that I was talking about. [laughs]

Michael: Yeah, I’ll review that one for you. I’d love to.

Rev: Sounds good. Thank you.

Veronica: All right. Anyone else? [clicks mouse]. All right, perfect! Well, ladies and gentlemen, go crush it! See you this weekend. See you in 2 weeks for a monthly call, and, uh, let us know if you need anything. Bye.

Rev: Thank you.


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