Fontainebleau Miami Beach, FL
December 1st & 2nd
The Closing Institute’s Full-Arch Growth Conference
Male 1: [inaudible]
Bart Knellinger: What’s up?
Kelli Santone: Hey.
Bart: What’s going on? Just me and you today. What’s up with that [laughs]? One-on-one critique, here we go.
Female 1: I’m waiting on everybody [laughs].
Bart: Okay. Yeah, just go ahead.
Female 1: Um, Zamino[?] was at the call session just last time.
Bart: Okay, doing this last week.
Female 1: Yeah, I’m just not sure.
Bart: Kelli, how you’ve been doing? You’ve been closing some people or what?
Kelli: I-I did actually.
Kelli: Um, I guess it was a week ago, um, but he came in yesterday for his, uh, he dropped off a deposit, a large deposit on Monday and came in yesterday for his Smile Design appointment. So, it looks like it’s going.
Kelli: So, yeah, twenty-three. Twenty-three thousand, so it’s good.
Bart: All right, cool. Cool.
Female 2: You go, Kelli.
Bart: Did you record it?
Kelli: I think so, I think so. We were having problems with our, with our camera for a little bit here and there, um, and then sometimes I got it to work and sometimes I didn’t. But I think this one, I did, I’ll check.
Bart: All right, cool. I want to see some recording of some of these closes, too. This is like, I mean, this is, seems to be October, Novembers too that’d be really, really busy months of people coming in, like, all the arches seem to be up for right now, um, if everything, trying to get everything done before December, so.
Bart: I’m sure you guys are slammed with the schedule, too. Everybody pretty much is.
Kelli: It’s picking up, for sure. It’s definitely picking up.
Kelli: Yeah. And don’t laugh at my cup, I’m a nerd [laughs].
Bart: What is it? It’s like an alien.
Kelli: [inaudible] [laughs].
Bart: Oh, it’s Yoda.
Kelli: Well, Yoda’s [inaudible] [laughs].
Bart: You’re a Star Wars person, are you?
Kelli: I’m a Start Wars person, yes.
Bart: Oh my gosh. If you walk into like the, uh, at the old office, we had a room just for the videographers, and you walk in there and you’re like, what is going on in here.
Bart: And you got Star Wars stuff up and all sorts of crazy stuff. I-I don’t remember the last time I’ve seen it, but I-I understand some people are really into it. All my video guys are super into it. Love Star Wars.
Bart: [clears throat]
Kelli: Yeah, it’s good stuff.
Bart: Hey Venita, what’s up?
Venita Sloan: Hi, how are you, Bart?
Bart: I’m good, I’m good. How are you doing?
Bart: Awesome. A good job on the consult, um, I had a chance to watch it. We’re gonna be going through it today. Thanks for sending that over. That’s really quick.
Venita: Thank you [laughs].
Bart: Yeah. It’s cool. Hey, Venita, quick question about that consult. Did you, while we’re waiting for some of these other people to log on here, um, did you guys get a CT scan of her?
Venita: Uh, pano, panoramic.
Bart: You did? Okay. Did, and did you do that before the first ten?
Venita: Uh, no, we did it before. We did it the second, before the second ten. So after the first test…
Bart: Coz I didn’t see her, I didn’t see her exit the room after you spoke with her and when Dr. Noah[?] walked in the room, I didn’t see her exit. So I thought, was it done before? Like, did you, are you guys taking it right, right away?
Venita: I think either, I can’t remember if we did it right away or right after I talked to her the first time.
Male 2: Usually, we don’t do it, uh, right away.
Venita: Yeah. Yeah, you should do it after, um, the first ten.
Bart: Y-yeah, but before the doctor, coz, yeah, I don’t think Dr. Noah…
Bart: … had a, had access to an x-ray during his second ten. He kind of like looked in her mouth and stuff. I didn’t see him, I didn’t know if we, if we didn’t get one or if we got one after that or whatever the deal is coz it wasn’t, it wasn’t something referenced. So I just wanted to see.
Bart: Just an ask.
Male 2: What throw you off on that one?
Bart: What’s that?
Male 2: I said, what throw you off on that one?
Bart: Threw me off, I’m like, what does he, what does he [inaudible]?
Venita: That was the very first one, so, you know [laughs].
Bart: Okay [laughs]. Okay. Well, it really, it’ll really help if you get, you know, to make sure that you have the, um, the pan or the CT or whatever you’re gonna take before Dr. Noah walks in, you know, so we can at least, um, so we have something to reference there. Okay. I’m just admitting everybody.
Rebecca Riessen: Heavy lunch? Thank you.
Bart: Okay. All right, guys, I’m gonna go ahead and get started here coz I don’t wanna run too far over. Um, but we’ve got a, we’ve got a good consult to, to review and, um, there’s some things in this congregation that are happening, um, fairly consistently. And it’s really, these are some things that, that can happen very, very easily. So I just want to go through, and I’m just going to give you guys the high level, um, a-a high-level critique of this because we have the first, second and the third ten here. So I’m just going to kinda jump around to some of the most important parts. Um, and this is from Venita, a document of her practice. And they’re pretty new to TCI also.
Venita, when did you guys, when did you guys start?
Venita: Came down in September, so.
Bart: Yeah. So, a couple months, and you said this was your first consultation with the [inaudible]?
Venita: This was the first. Yeah, yeah.
Bart: Okay, cool. All right, um, [clears throat] I’m gonna go ahead and start here on one second. Um… the volume is pretty good but just turn your turn, uh, turn your volume up so that you guys can hear it. Okay? Um…
Female 1: [inaudible]
Bart: Um, yeah, go ahead. I’m just gonna put you guys on mute, okay? So you can, [inaudible] unmute themselves.
Female 1: Yep.
Bart: Okay, guys. Hey, if you got a question or something, you can just type it in or just unmute yourself and ask real quick. Um, but I’m gonna go through and give you the high level, uh, o-of this consultation. And then I’m gonna go through a couple key points because this is something that’s pretty, that can be pretty universal. It can throw you off, um, i-, but it’s, it’s very subtle. All in all, I think for, for their first consultation, Venita did really well, but this brings up some, some really good points to make here. Okay. So I’m just gonna hop around to different spots.
Venita: To be called in, so, yeah [laughs]. And it’s so hard to find anything with nano on it like [inaudible].
Female 3: Or telling me, okay, wanna do some scaling. So I go in for the scaling. I paid them $300 each time. And then we did like from the front to the, right here.
Venita: So like at a side at a time.
Female 3: No, just the, just the top. And then they had to come back for the bottom.
Female 3: And that was six hundred. They wanted me to come back another two times and…
Venita: So multiple visits.
Female 3: Yeah, and the thing was the numb made me, the pain and, oh, oh, so.
Venita: Oh, okay.
Female 3: I’ve, I’ve been trying to find some way, but they put me to sleep.
Female 3: And that I-I-I take anxiety medicine, anyway.
Female 3: Because I don’t, I don’t know where it came from. It came from nowhere, just out of the blue.
Venita: Just out of the blue.
Female 3: And then I feel like, I’m like ugh all the time. I have no idea where it come from.
Venita: Oh, definitely, you know, we do, we definitely, um, destination here. We have a medical anesthesiologist that will come in, but you, under safely, are all the surgery is done here in this location. So we’re not referring you, you know, in and out. So that’s definitely something that we can concur, you know, just to…
Female 3: Oh, whatever goes in.
Venita: … put you at ease and, and also limit the, the number of visits that you have to come in…
Female 3: Okay, okay.
Venita: … each time. Um, so, uh, and I know just right now, are you, you, are you missing teeth or they grow back and just, okay.
Female 3: I am, um, I am, I think I’m missing one towards the back over here.
Female 3: I had it pulled out, but that made my teeth are moving.
Venita: Shift it, okay. Yeah.
Female 3: Um, of course, I have a gap.
Female 3: Uh, I’m missing one up top. One on the bottom.
Female 3: One is, no, maybe two on the bottom over here…
Venita: Okay, [inaudible].
Female 3: Um…
Venita: Do you find difficulty chewing, eating…
Female 3: I only eat on one side [laughs].
Venita: What side, what side do you mainly eat on now?
Female 3: This…
Venita: On your, on your right side?
Female 3: Yeah.
Venita: Okay, okay.
Female 3: And that’s the air [inaudible], I don’t bite no ice cream. The stiffness, little, so I…
Female 3: … would be, you know, that’s the stiffness, I don’t have a problem with these.
Venita: Aw, so you’re missing out on certain foods because…
Female 3: Of course.
Female 3: I will limit everything I eat and, and I have no problem doing it, but I just wanna have my, my teeth together.
Venita: Absolutely, absolutely.
Female 3: Yeah. My husband’s gonna come. He said once I get mine done, he’ll come.
Venita: He’s gonna come [laughs].
Female 3: He needs his bottom.
Venita: Okay, well, you can both can definitely come in together and I will take care of, you know, both of you guys after, I’m sure, once you go home and talk with him. Um, so are you, are you interested in something fixed, you know, permanent with implants? Um, you do want something where you’re gonna have to take it…
Female 3: I-I think I prefer to have something that’s there, that I don’t have to take[?].
Venita: That this, you have to take in and out.
Female 3: Yeah.
Venita: Definitely, definitely. So the, the way that I’m, you know, whether it’s, I’m hearing things that y-you would definitely be, uh, you know, a good candidate for the, the All-on-4. Have you been anywhere else? Have you kind of, you know, explored? Do you know…
Bart: Okay, guys, right here, this is where it kind of turns. Okay. Now, um, Venita, one thing we wanna do right off the bat is state the intention, state your intent, right? Your intent as the treatment coordinator is to find out where she is and where she wants to be, and make sure that you find that you can help her find a treatment that matches exactly that’s gonna fix everything that she has right now and match where she wants to be. That’s your intention, right? So in order for you to help her, you need to know exactly where she is, what she doesn’t like, what her pain points are and exactly what she wants to look like, how she wants to feel, how she wants to function. And the more clear you are on those two things, the better you can help her. Okay, so that’s number one. And I want you guys to remember this. I want you to try and this, this kinda sounds weird, but I want you to try to stop, stop selling, stop selling something specific. Stop selling All-on-4. We don’t want to sell All-on-4, right?
At this juncture, what we’re trying to do is gauge urgency, get into rapport and our, our mindset and our position never changes, right? Our position is that, hey, you’ve been going through all of these problems, it sounds to me like you’re going to be or that you’re probably going to be a really good candidate for more than a few different options, right? For some type of full-arch treatment, don’t pigeon sell, don’t pigeonhole yourself into All-on-4. Don’t let the patient put you guys in a corner with All-on-4 right now, right? We don’t know, we haven’t even gotten to the point where we’re running through the basic patient education yet. We don’t know what she can afford. We haven’t established what she wants. We haven’t established anything like that. So try to make sure that we don’t allow the patient to put you in a position where we are making a recommendation, right? Guys, that’s your safe haven, because you have the doctor for that. That’s exactly, the doctor’s role and responsibility here is to determine if they’re a candidate. I’m not telling her she’s a candidate. I’m telling her based on what she’s telling me, it sounds like she’s most likely going to be a candidate for some type of full-arch treatment.
Do you guys notice the words I’m using there is really, really important, right? Not to be specific, right? Because I’m not selling All-on-4. I’m not selling All-on-4. What I’m doing is I’m trying to, to get this person to articulate what they want, right? If she tells me she wants something fixed and something doesn’t come in and out, she tells me she wants something that’s going to last as long as possible, that’s gonna look the best, it’s gonna provide her with the best amount of function, then I can match up All-on-4 zirconia with what she says, and it wasn’t my idea. Does that make sense? It was her idea. I have to get her to describe the benefits that All-on-4 is going to provide her. Does that make sense? And we can’t, and, and we can’t take the doctors, we can’t steal the doctor’s thunder here, okay? If they’re, if they start getting too specific, I’ll, I’ll tell them, hey, listen, you know, what we’re gonna do right after this, doctor is gonna look at your CT scan. And the first thing they’re gonna do is determine, well, you’re the best candidate for clinically, right? Are you a candidate for All-on-4? Are you a candidate for, you know, uh, removable, you know, implants or dentures or whatever the case may be? They’re gonna, he’s gonna determine what you’re a candidate for and then ultimately make a primary recommendation in terms of what treatment is going to best line up with what you want. You know, not every treatment is right for every single patients and that for every single patient, different patients have, um, different people have different wants and needs.
So, the good thing is I’m pretty sure that you’re not gonna have to suffer anymore. You’re gonna be able to eat the ice cream, you’re gonna look great, no matter which option you end up going with, right? Because I don’t know what this person can afford. I have no idea. I have no idea. If you guys get too specific too early and the whole consultation ends up being about All-on-4, if the price shocks them, or they can’t get the financing for it, it becomes really difficult to roll it back. Really difficult, right? So stop selling and start matching. That’s what I want you guys to think about. We’re trying to match. So, I’m not going to say, hey, sounds like you’re gonna be really good, sounds like All-on-4 would be the best thing for you. You know, I’m not gonna make any kind of recommendation or put any plant, any seeds in her head. I’m going to ask questions that is going to, it’s going to prompt the patient to start describing the benefits.
Now, some patients say, hey, yeah, I want the best, I want the best of the best, but I can’t afford too much. And then we can cut, then we can get into that but, um, don’t go straight into All-on-4 and don’t make a recommendation at this point. I want the doctors to make the recommendation. And even when the doctor comes in the room, they don’t come in the room and not say anything to the patient. Just arbitrarily say, hey, I would recommend an All-on-4 or start getting into specifics. They’re going to recap what it is that the patient wants and the challenges the patient is going through, right? And then they can say, well, look, based on everything you’re gonna see into the CT scan, I think you’re gonna be a really good candidate for a lot of different procedures. You know, um, Venita tells me that you want something that’s going to, uh, be permanent. You want something that’s going to be fixed, doesn’t come in and out. Something’s gonna look great, look great and very durable, provide a lot of functions, is that correct? Okay. Well, based on that, and what I’m seeing clinically here on the, on the CT, no question, my recommendation would be blah, whatever it is. Okay.
But everything anchors on what they say because people don’t wanna be, they don’t wanna be sold and we don’t wanna look like we’re trying to sell anything because we’re honestly not, we’re just matching it. You know, if the, if a patient says, hey, I don’t care if it comes in, if it stays in, as fixed or it snaps in and out, I really don’t care. I just want to get something, right? And whatever it is, I want it to be as fast as possible and as cheap as possible. We’re gonna make our different recommendation to somebody that says that than somebody that says, hey, you know, I only wanna do this one time. I’m here because I saw your website, I wanna go to somebody that’s gonna do it right the first time and I wanna go to the best. I just don’t want any mess-ups with it. You know, I want this thing done right. And hopefully, I don’t have to do it again and I wanted to look great and feel natural. Those two people are not gonna have the same recommendation, even if clinically they’re in the same situation. Does that make sense? Okay. I’m gonna continue here.
Venita: The All-on-4 procedure entails.
Female 3: Um, no, I don’t but I-I saw, uh, some pictures and it says something about All-on-4. I don’t know exactly what.
Venita: Sure, sure, sure. I have some models here that I can kind of show you, um, so…
Bart: If they know nothing about All-on-4, right, you ask them if they’re familiar with it, just like Venita there, right there and they don’t know anything, right off the bat, we know it’s not a second opinion. Okay. So this is not a second opinion. She was earlier in the buying cycle. Okay. And she’s not shopping price yet. She doesn’t even know price. She doesn’t even know price. Okay. So, the, this type of, uh, patient, her personality is what? Her personality is pretty outgoing. She seems, um, she seems very, very open. She seems fairly animated and she seems like she wants it, um, but I don’t think she knows exactly what it is that she wants. She doesn’t have a real clear picture in her head. So, right in the first ten here, I’m trying to make a really, trying to create a really compelling picture in her mind of what she’s gonna look like and how she’s gonna feel. And I’m gonna get this lady ample thought. I can tell, this lady is somebody that I can get excited very, very, very easily if I work at it, right? And you want her to be really emotionally invested because, um, we want her to the point where she’s like, oh my God, I don’t care what it costs, I need to do this. I need to do this. Makes sense?
So this is the patient that’s much earlier in the buying cycle. And why is that? Because she’s got a fear of, of going to the dentist that she already kind of explained.
Venita: This is pretty much, um, what an All-on-4 is gonna entail. So, pretty much, pretty much removing all of the teeth that aren’t really healthy, um, in the arch, either top or bottom, and we’re gonna place four implants, um, on the top. And then there is, uh, a bridge fix the teeth that’s gonna screw, attach to those…
Bart: Right, and remember this is the part where it’s like, hey, um, give her, uh, a one-minute or two-minute overview of dentures, implant-supported dentures, right, or removable, and fixed.
All of them, and we want to sell all of them as being better than what she currently has. That will allow her to interject if she has questions based on pricing, which will then allow you to prequalify her in triage, which you kind of get to in a roundabout way. Um, but again, if we go only with this, if it ends up financially being more than she had in mind, which we don’t know, right, but if that dollar amount scares her or surprises her, um, it’s going to be really hard to roll it back to something different, you know. You can even say, listen, when it comes to full-arch implant options, we have different options at different price points to fit with people with different budgets, right?
Now the good thing is it sounds like what, based on everything you’re telling me, you would be a good candidate for any of them. They all have different pros and cons, different trade-offs at different price points. But ultimately, my job is make sure that we find the treatment that’s perfect for you. It gives you everything you want. Does that make sense? You’d be like, yes, yes. You see, I-I-I’m never gonna sell something specific at this point, right? There’s what they need, there’s what they want and then there’s what they can pay for. Right now, I’m trying to assess what she wants and what she can pay for, what she needs is more the doctor’s, um, that’s the doctor’s domain there, right? But I’m trying to assess exactly what she wants and what gets her excited and emotionally motivated and what she can afford. Those are the two things I’m trying to ascertain at this point.
Female 3: They won’t come out.
Venita: They, no, this is permanent.
Female 3: Okay.
Venita: It will not come out. Um, if you can kind of look close…
Bart: I’m gonna skip forward a little bit here.
Venita: You’re in the provisional, and then once you’re in the final, uh…
Bart: So we’re just going through, we’re kinda going through the steps and all that stuff, which again at this phase, we just need to go through high-level benefits, uh, not details. Okay, not details. Anybody, this is a good, this is something good to keep in mind. Anytime somebody is, uh, forthcoming and explaining they have a fear of going to the dentist, less details, less details, right? More big picture in every, you want to make everything sound super easy. I don’t even use the word surgery with those people. I’ll just say treatment. I won’t even use surgery as a word, right? Yeah, you know, we offer sedation the whole time during the treatment. You know, you go to sleep, wake up, it’s no big deal, right? Don’t worry, we’re gonna figure this out. You know, the good thing is, there’s gonna be three or four different treatments that you’re probably gonna be a really good candidate for. So you got a lot of options, right, which is kind of unique.
There’s a lot of people that come in, you know, and, and, and they’re, they’re older and they’re in a lot worse shape and they don’t have very many options, and some, we can’t even do anything. They just wind up in dentures and that’s all we can do. Can’t even do implants. So, it’s a good thing that you’re here now, you know, but that’s how I’m selling it. I’m not selling anything specific. I’m just matching. And if she hasn’t s-, if she hasn’t articulated what she wants to the point where I can draw straight lines t-to a specific procedure, then I need to ask more questions. Right? And if I’m still not getting it, then ask a question like, well, let me ask you, in terms of, because I want to make sure, right, we have different treatment options here. I wanna make sure that you get that, you have a treatment that gives you everything that you want. So, let me ask you, as far as function, the ability to eat and chew and, and, and, and do all those things like y-, like, like normal, how important is that on a scale of one to ten?
Aesthetics. How important is that on a scale of one to ten. If you have to get that specific, then get that specific, but she needs to verbally explain and articulate what she wants so that you can match the treatment. That’s all we’re doing. I’m not selling or pushing anything. I’m simply matching a treatment up with what she tells me.
Venita: Take a Smile Design, so that way, we can kinda[?] stimulate your smile.
Female 3: Okay.
Bart: This is cool. You take a picture. Um, but, hey, Venita, real quick. Um, I didn’t see, we didn’t use the before and after. You took a before here. Did you guys end up using [inaudible] I just, I didn’t see on the video?
Venita: No, we had some technical difficulties [laughs].
Bart: Oh, got it. Okay. I’m just gonna fast forward after this.
Female 3: [inaudible].
Venita: All right, here, so I’m just gonna step out and then Dr. Noah, help, help bring Dr. Noah and come in and meet with you, and then talk a little bit some more. And then we will, um, talk to you about your treatment plan and kind of go from there. As far as timing, how soon can we, can we get you started?
Female 3: Um, I think it just depends on what the, the payment plan or what, what the…
Female 3: … how much insurance coverage or…
Female 3: … if the insurance covers anything.
Venita: Sure, sure. So we’d be able to…
Female 3: That’s, that’s what I’m [inaudible].
Venita: … we’d be able to talk to you about that. Did you have like a, a, a budget or, uh, an amount in mind…
Bart: So all of this kind of feels a, a, a little bit out of place, right, because we haven’t really made a primary recommendation at this point. And this is kind of why I stay away from specifics. I don’t feel like emotionally, she’s excited enough about the procedure to go in specifics or start talking about logistics or finances because I don’t really have her yet. I don’t feel like she’s sold yet. I feel like she’s, uh, she’s starting almost get a little confused, right? She’s starting to think about a lot of different things. I don’t want her thinking about insurance right now. All I want her thinking about at this point is, oh my God, I’m gonna, I’m gonna get, I-, this problem is going to go away.
She already told me she’s got treatments at different price points. I got to figure out what I’m a candidate for, right, and, and hopefully I can get everything that I want. I don’t want her thinking, hey, I’m getting something specific at all at this point. I just want her excited about the fact that she feels extremely confident that you guys can help her. The specifics are going to, are going to come after the recommendation is made, and the primary recommendation is gonna be made by the doctor, right, coz it’s not really, we don’t wanna make a clinical recommendation nor do I wanna say they are a candidate, they aren’t a candidate for something specific. Um, but you can kind of see, you can almost, with her, you can almost see her-, th-the wheels turning here. Okay.
Female 3: You know, I, coz I had, coz I had no idea.
Venita: Have no idea, okay, okay. If I, if you were to, not to hold you to it, but if you were, if I were to just add, you know, throw a number out there, what do you think you could pay out of pocket aside from if we could d-do the insurance or anything like that?
Female 3: You mean like a month or?
Venita: It can be, yeah, monthly, it could be…
Female 3: Like a month, maybe 2-250.
Venita: Okay. Okay.
Female 3: Yeah.
Female 3: I’m hoping the insurance, they, they take the insurance coz I know a lot of places don’t take my insurance.
Venita: Yes. Yes. And a lot of times, we’re talking about these fixed, um, arches. A lot of times, you know, we, you know, the insurance is not going to cover but up, so up to some, up to a certain limit…
Female 3: Yeah, I’ve heard.
Venita: … but so much.
Female 3: Right.
Venita: Um, so we try to maximize the best we can…
Female 3: Yeah.
Venita: … you know, with the insurance. I know Lucy[?], I think, is looking into the insurance. Um, so I’ll have an answer about the insurance as well.
Female 3: Okay.
Female 3: Yeah, but, yeah, what needs to be done needs to be done, so.
Venita: [laughs] Absolutely. And then are you, like, a time wise, are you, you know, think you could do something, you know, start soon or you have…
Female 3: Maybe at about a month.
Venita: A month? Okay.
Female 3: Yeah, about a month.
Venita: Okay. Okay.
Female 3: [inaudible] October.
Venita: Are you ready? We’re ready to like [inaudible] second…
Female 3: Yeah, like an [inaudible]…
Bart: We’re just gonna always assume that she’s gonna start right away, right? But the more excited she gets, the more emotionally invested she is, the more, uh, the more bought in she is to the whole concept of how she’s gonna look and how she’s gonna feel. That’s gonna give her the urgency to want to do it now. It’s an impulse sale, but we’re missing the emotional component, the emotional buy-in from this particular person. Um, and, uh, Venita, I think you can get it easily, right, because your tone is really, really good. You seem to have a really, uh, a really natural ability to connect. Um, it’s just throwing it off some of the logistics, right? Y-y-you kind of see that the, the emotion kind of going like this a little bit and anytime you start bringing up logistics, the emotion is going to go away and the consumer brain is going to take over, because she is still wondering. You’re asking her what her budget is. She doesn’t even have a clue as to what the price is going to be at, you know.
Um, she said $250 a month, if you find yourself in this, in this situation, whether y-, whether we got there in the right order or not, she says 250 a month, um, when she’s speaking with the doctor, right? I mean, this is, this is a time where, hey, you probably, you know that this sale is probably going to hinge on her ability to get financing, but I don’t like closing until I get them excited. I don’t like even making a pitch until I know they’re excited, right? And this lady is gonna get excited. You could probably really, really get her going here. But just, like, save all that, all that crap for the doctor, right? Like right now, in the first ten, everything is a possibility. Everything’s positive. There’s no fear. There’s no nothing. Tell me about what you want. It’s gonna be awesome. Look, it sounds like you’re gonna be a great candidate, not just for one thing. A lot of places will tell you, oh, maybe there’s just one option. That’s not true. We have three, four different ways that we can help you, right, with different pros and cons, with different budgets that are all gonna put you in a significantly different situation where you’re gonna be able to smile. All of them though.
So you got options. Don’t worry. We’re gonna get this handled, like everything is positive here. Unless she stops me and prompts me on price, I’m moving forward. And I think if you kind of went through some of the different options, I think she might hit you with, um, with a price objection. And then if she doesn’t, if she said she could pay 250, I’ve got to run her through proceed. Right? Because if she said, I don’t have money to put down, I don’t have money to put down, period, you know, and what if, i-if my insurance covers it, whatever they cover, that’s my down payment, then I have to pay monthly. I don’t have any money to put down on this, then go ahead and run it through proceed. Say, okay, well, I’ll just go ahead and get you qualified real quick for some of the financing and see if I can get you down that 250, t-that 250 mark, and then just take her information, run her through proceed, um, at lending point and, uh, and see what, see what she qualifies for. Um, at this point, you kind of drove that, though, right? She didn’t stop and prompt you. We kind of brought it up to, to prequalify.
Venita: Okay. All right.
Bart: Okay, fast forward here.
Bart: So Dr. Noah comes in.
Female 3: And then if something happens, I’ll feel something on one side and…
Dr. Noah: Yeah, that’s sinus.
Female 3: … and that’s why I’m having to eat, right, you know, because it, I don’t know, it’s like, it’s terrible. It’s just terrible.
Dr. Noah: I-I see what you mean. And, you, you can hear concern that you want to do something, uh, permanent.
Female 3: Yes.
Dr. Noah: Permanent fix. Okay.
Female 3: Or that’s what, that’s what my thought is, but then when, you know, when you left a tooth, I’m like, I want some permanent of what I want to take it out and I don’t know. I’m, it’s in the air with that part.
Dr. Noah: Okay. So, so, uh, when you, uh, talk about permanent solution, there is a technique that we are able to take the teeth out, clean all this gum disease and fraction and have implant placed and teeth in the same day. We call it the All-on-4 option, which is we, we plan this before we take your tooth out…
Bart: Now, did you guys pick up on what she just said? She’s not sure if she wants fixed or removable yet. She’s not sure about that. She said she’s up in the air with that so we can’t go in anything specific now. She’s got to be sure, right? So she’s like, I-I-I don’t really know. We kind of ignore the whole removable thing here and we go right into it. But a couple things I want from the doctor, okay, is I want the doctor to first establish that we have to do something, that doing something, any, doing anything is better than doing nothing, right? Because, yeah, she’s in a situation where she can’t eat on the right side, she has to eat on the left side. She has some sensitivity, but those issues are only going to become compounded, right?
So, it’s good that she’s here now because she has options, and the worst thing is just to let it go because you’re already missing some teeth and you’re just going to start losing teeth one by one, and losing more and more function, losing more and more aesthetics until you wind up w-with not being able to eat at all. Or you wind up in a denture or you wind up with bone loss, things like that. So I want the doctors to really hammer that urgency to make sure that, hey, doing nothing makes no sense. Doing something is better than doing, doing nothing makes no sense, right? Then it’s like, okay, well, you’re up in air. Well, let me ask you, what’s most important to you? Let’s put ourselves in the future, okay. Because whether it comes in and out or whether it’s fixed, both options are gonna be light years better than what you’ve been experiencing, right? Whether it’s a bar overdenture or it’s an All-on-4, both are gonna be significantly better situation for you. So, let’s try to figure out what kind of notches up more with what’s, with the things that are most important to you.
So let me ask you, right, because there’s different pros and cons here, okay, what, um, in terms of function on a scale of one to ten, how important is it to you? Your ability to eat, feel like your teeth are solid, be able to bite any of these things, scale one to ten. T-the doctor has to do this here, right? If you, if you guys ever get in a situation and the patient like, yeah, I’m kinda up on, up, it’s kind of up in the air, um, get them to, a-ask them questions that will lead them to select one, and they’ll usually make an obvious selection. How important is maintenance to you, right? Being able to brush and floss your teeth just like normal, um, and it’s something that’s low maintenance. Or do you want something where you don’t, it’s, you know, a little bit more maintenance? We have to take it out, clean it at night. You know, how, how important is, having something that’s low maintenance? And start going through it.
She has to select it, guys. This is the, the whole purpose of this type of a selling style, right, is that we don’t push it. I don’t push anything. Telling them, I don’t care what it is. All I care about is that you move, take a step forward to eliminate the things that are making you unhappy. That’s all I care about. E-even if that’s going into dentures, if that’s gonna be better than where you are right now, then that’s a step in the right direction. If it’s locators, step in the right direction, All-on-4s, uh, these are all steps in the right direction. It’s just which one is gonna be best for you. You, and that needs to come from you because, clinically, you’re a candidate for all of them. Does that make sense, guys?
So I’m not putting myself. I’m not giving them something they can say no to. I’m not giving them something that they can say, oh, that’s too expensive. I’m not giving them anything like that, not until they tell me what they want, okay.
Dr. Noah: A teeth that’ll, will, the way you like your smile to look like and then we, uh, after we design the teeth and everything, we get the design with you, we schedule you for a transformation day. You come in, we put you to sleep, we…
Bart: And none of this stuff matters. Absolutely, none of this matters, coz she hasn’t said she wants it yet. She hasn’t said she wants it yet. You got to get them to the point where they’re like, yes, that’s what I want. A-, w-, uh, a ten out of ten in terms of certainty. Then the question is, are they a candidate, right? Yes. The good news is there’s plenty of bone here. Uh, the bone density is really good. I think you’re [inaudible], are you a candidate? No, you’re the ideal candidate for a dental implant rehabilitation. You’re an ideal candidate for full mouth [inaudible], type of a treatment, ideal. I think you’re gonna have an absolutely beauti-, beautiful result. And based on everything you’ve told me, the things that are most important to you, wanting your teeth to look real and to look natural and beautiful, having something that’s low maintenance and having something that you can bite into food without having to worry, right, without having to worry about it popping on, popping off, or slipping or anything like that, I think the obvious choice and the obvious recommendation that’s gonna give you everything that you’re saying that you want would be your All-on-4 fixed procedure, with zirconia teeth.
And the reason being because that’s gonna give you boom, boom, boom, boom, boom, boom, boom. Does that make sense? Then at least they can’t contradict the treatment. You can’t have it to where the patient, i-if the patient’s unsure about fix or, versus removable, w-we can’t make a, we can’t even go any further, right? Because if they’re unsure, you know they’re not gonna close. Regardless of the price, they’re not gonna close at that point. They’re going to th-, to need to think about it, right? In this person, it just compounds because she has that fear. She has an anxiety of going to the dentist in the first place. Um, so that’s gonna, that’s gonna cause her to be a little bit more hesitant. We have to position this to where it’s super, super obvious, stay out of all the details, they have to be completely bought in on the treatment, right? And they have to be crystal clear. How is this treatment going to help my life? What are the benefits of this treatment going to be?
No more sensitivity. I’m gonna be able to eat what I want. I’m gonna look great. I’m gonna be able to smile in pictures. It’s gonna give me all of these things. That has to be crystal clear to them, right? That’s what we’re selling, and I can’t tell them those things. They have to tell me those things. Makes sense?
Dr. Noah: Take the teeth out, we clean…
Bart: Fast forward a little bit.
Dr. Noah: Uh, so we can do one arch at a time. And then, as I said, if there’s a tooth or a couple of teeth in the other arch that’s painful that we can take them out at the same time. Well, you know, uh, you…
Bart: We’re kinda starting with one arch at a time. Assuming kind of that, hey, let’s try to close one arch here is what I’m guessing, um, but if they’re a, if they’re a full mouth candidate, right, they’re a full mouth candidate, then that’s, again, part of the conversation, you know, that I wanna have and say, hey, you have options. It looks like you’re gonna be a really good candidate to have this done on your upper and your lower. You know, I wouldn’t just automatically not try to close, but [inaudible] large. Because a lot of it’s, I’m just going to depend on the financing. But if they’re bought in, she might, I mean, she might be, hey, let’s just get this thing done. Let’s get it done and move forward. So, don’t automatically kinda go low. It just depends on what the patient is saying. Um, but if they’re a double candidate, don’t be, don’t worry about it.
Dr. Noah: I mentioned here, if the patient is, already told you that they have 250, uh, as a budget monthly, would you still want to sell two arches?
Bart: Well, if a patient told me they only had $250 a month to spend, I would have already pre-, I would have already, um, see if I got them approved. You know, I-I would have already run this person through proceed at that point. It’s just really hard because this person doesn’t know what they want yet, right? They don’t know what they want. There could be an option where it’s $12,000 for her. That could be even less, you know, that she could do, you know, um, so many different things and I just don’t feel like she ever got really sold and clear. You know what I mean? Um, but, no, I mean, if someone said, hey, I just have $250, then it wouldn’t matter if it’s one arch or two arches at that point. Uh, if they say they can’t put anything down the entire sale, whether it’s one or two arches, is gonna end on financing.
So I would know by now if they’re approved or not, and if they get approved for $60,000 with proceed, I know that I can do two arches, you know. And it’s just a monthly payment type of a thing, and whether or not she wants to stretch from 250 to 500 or 250 to 450 or whatever that is, um, and their ability to stretch and move that number up. Remember, whatever number they give you originally is not gonna be the real number. That’s the number they don’t even have to think about. So 250, super easy for her is what she’s saying. That’s not the top. It never is the top. So, the more excited she is and the more bought in she is and emotionally invested, the more they’ll stretch. But I would know by now if she is approved or not and how much money she’s approved for, so that would kind of help guide me, um, in making a recommendation there.
Lisandra Maisonet: Bart, can you just backtrack then? Because you did mention that you didn’t want her reviewing any specific treatment with the patient. So then how do you transition into, I guess once you hear the 250, do you transition into, well, why don’t we go ahead and run an application so that we can see exactly, you know, what you are able to do and we can give you options based on that? Is that what you would do if you’re not really mentioning anything?
Bart: Yes. What’s unique about this is that she didn’t prompt us for it. We prompted her, right? So when we prompt the patient, um, it’s not as, it’s not as obvious, right? So if the patient stops, you know, like, okay, but listen, I really need to know how much this is, or I can’t afford too much and blah, blah, blah, we go straight into the triage because we know it’s gonna be a serious concern. At this point, she’s having trouble answering, what is my budget, how much should I pay, because she’s not even clear on what it is that she would be buying. Does that make sense? She’s just not clear yet. So she’s kind of like, hmm, I don’t even know what I’m getting yet. How do I have a budget for it? You know what I mean? And I think that’s kinda where th-the disconnect is. But if they stop you in the first ten, second ten, third ten anytime and they have a price question, feel free to go straight in to the prequalification in that triage script.
And then if they say yeah, you know, if my insurance is not gonna cover it, I don’t have a whole lot to put down. I really don’t have anything to put down. Um, I could do a monthly payment. Okay, what kind of monthly payment can you do? I can probably do $250 a month, something like that. Okay, cool. Well, no problem. I’ve got a couple different resources, um, that I can check you real quick to see if I can get you some type of a payment like $250, and then we can kinda help back into the treatment per day, uh, from that point. Because clinically, it sounds like you’re gonna be a candidate for a couple different types of treatment. But remember, I mean, there’s, there’s what you want. I want to make sure you get everything you want. There’s what you need and then there’s what you can afford. And all three of those factors are really important, right? So this will just take me a minute, and then I’ll just run them through a proceed. Coz if they don’t get approved for anything and they’ve already told me they can’t put any money down, uh, the odds of closing that are virtually zero. But it’s very, i-it can be, um, it can be tricky if you prompt them before they’re ready or before they’re clear. You know, this person is not as far into the sales cycle as other people.
This person is probably gonna get a second opinion, right? And it might be a second opinion based on pricing. That second consultation is gonna look a lot different than this one. And she might even get a third opinion after she kinda really understands the difference between fixed and removable, and she kinda understands the different price points. What’s gonna happen if she’s going to land on the one that she wants? Then she’s going to start showing up to practices, specifically about price, and that’s where a lot of people come to you guys right off the bat from the marketing, all the way down the line. She is, is very early in the process. Um, let me go ahead and proceed here coz there’s a couple more really good things.
Dr. Noah: [inaudible] with this arch and you finish paying it and all that, then you can do the other arch. And this way, it’s kind of easier for you to…
Female 3: Okay.
Dr. Noah: … be able to get treatment.
Female 3: Okay. Sounds good.
Dr. Noah: Sounds good?
Female 3: It do.
Dr. Noah: Okay.
Female 3: It sounds good.
Dr. Noah: So…
Bart: What’s your level of certainty on sounds good? On a scale of one to ten, what’s your level of certainty here? It’s like a two. She sounds more confused than anything. Makes sense? She just sounds like she’s trying to, um, she’s processing. You can tell that she’s processing. And when somebody with anxiety is processing, it’s not a good thing. I don’t want her to have to process squat, right? I want her to know that she’s a candidate and we’re gonna get, get her help and it doesn’t matter what option she picks. It doesn’t matter what she can afford. Whatever you can afford, we’ll back into it from there, but we have options and you’re a good candidate and you’re not gonna live like that anymore. That’s it. We’re getting this done. And I’m just gonna get her bought in, bought in, bought in, right? Doctor is gonna come in. Yeah, looks like you’re a really good candidate based on everything that you told Venita that, that was important to you, this, this and this, right?
I think m-, uh, the obvious recommendation would be boom. Then we make a recommendation. Then we tell her she’s gonna be a great candidate, and we get her more excited. Makes sense? Because before I show her the price, she doesn’t know anything about the price. I want her at a ten in certainty. This is what I want. I’m excited about the outcome. I like and trust you, like, well, I need to have first here, right, because I know the price might be something that, that, that could, that could surprise her, being that as her first consultation.
Dr. Noah: That, uh, usually the upper arch, uh, get most on the side…
Bart: I’m just gonna fast forward through this. Show some before and afters. Uh, but remember, you guys wanna have a panel or a, or a CT up, right? Because, again, our, t-the whole thing is like, hey, if you’re not a candidate, there is no recommendation. If you’re not a good candidate, there is no recommendation no matter what you want. Makes sense? That’s the first thing we have to establish. Are you going to be a candidate for one of these different types of options? So we need to show them some evidence that, clinically, they are a candidate, uh, and the CT, having the CT pulled up, um, really helps with that as well and allows you to kinda point out some different areas that look good, some different areas that, that you’re concerned with and really kinda leverage that to show them they are a good candidate and how you’re gonna approach the case.
Venita: So kind of go over with you. Um, you know, you mentioned, you know, um, the, the, the monthly payment plans. Did you have anything that you could like…
Bart: Oh, and one other thing, right, with this whole mask thing, some of you guys wear mask, some of you don’t, whatever, it’s up to you. But with the patient, I would always tell the patient when they come in that it’s up to them. Say, look, it’s just you and I here. Um, you know, i-if your policy is you guys always wear the mask, say, I’m gonna wear the mask, but if you don’t want to, feel free, you’re more than welcome to go ahead and take it off, because I want to be able to read their facial expressions as much as possible. I prefer certainly that they’re not wearing it, right? From a sales standpoint and an influence standpoint, I would prefer that I am not wearing one and they are not wearing one, strictly from a communication standpoint, right? That’s better. Uh, but totally up to you, but it’s, it’s not a bad idea to just kinda explain that and give them the option that it’s up to them, if you wanna wear it or you don’t wanna wear it.
Venita: So that way, I can kind of figure out…
Female 3: Um, depends on, um, well, it depends on what kind of down payment to look for. That’s all I can say coz, um, I’m about to move some, so that’s, that’s the money that I said.
Venita: Oh, okay. Locally, are you going to…
Female 3: No, I’m moving…
Bart: So we’re asking about down payment, um, and we haven’t went through the bundle yet, right? So again, we wanna go through the bundle. I’m gonna recap. Hey, this is great, you’re a candidate. How do you feel, how do you feel about Dr. Noah? It’s also, you wouldn’t believe how many people come in here and they’re not candidates for this. Like, I’ve got to get her going. I got to get this lady moving. She looks a bit nervous, right? She looks a bit confused. I need to, like, simplify all this stuff and, and this can happen, you know, sometimes in the burst of the second ten, kinda go down. But when you get ready to close, you got to get with it and, and, like, lift her up and get her excited, get her excited. Then go through, hey, it’s great that you’re a candidate. I think this treatment is gonna give you everything that you told me you wanted, right? How do you feel about it? Do you feel good about it? Are you excited about how you’re gonna look? You’re gonna look amazing, right? And I’ve got to try to get her going.
Then I’m gonna bring the bundle out. Okay, then I’m gonna walk through the bundle, and then we get through the bundle and then it’s, how do you want to pay? Go through your close. How would you like to pay for that? Then we kinda handle everything from there. Then we just overcome one obstacle after another until we figure out a way to make the transaction, but there’s a difference. If she’s really truly sold on, you have the solution to her problem and she’s emotionally invested, then it’s just a problem-solving exercise. That’s all the close is, coz if she has the money, she’s gonna pay the money and you’re gonna close, right, because she wants it. If she doesn’t have the money, she’ll tell you how much she has, and then it will hinge on financing, right? Uh, but she will be working with you actively to try to figure out a way to get this done. That’s what she’s going to want to do. And if we can’t figure out a way to get it done, then we’ll scale it back, right? We’ll figure out what shapes, you can’t do this. What can you do? I can do this, this and this, okay.
So with that, here’s the place where we start, coz the most important thing is that we start and we take a step in the right direction. You’re only gonna lose more teeth, right? Your aesthetics are only gonna blame[?] more, your function is only going to go more. Nothing’s go-, nothing good is going to have. So we need to take a step in the right direction. Then you kinda handle all that stuff. But if they’re not sold, if they’re not emotionally bought in and we start going through the close, you will notice that they are hesitant and/or resistant to finding a solution. Does that make sense? They’re hesitant about financing or they’re resistant. They’re hesitant about talking about logistics and when they wanna do it, you know, all this stuff. That’s when you get the, let me think about it, let me talk to my husband, my wife, all these different things. Let me go talk to the bank, all this stuff. They’re hesitant. There’s certain obstacles that you can figure out right there in front of them and make it easy, and there’s no logical reason why they wouldn’t allow you to do that if it’s something they want. But if they’re not sure what they want, to have it landed on, which treatment is right for them, none of that stuff is gonna work, right? And that’s your cue to know, hey, we miss them in the sales process, right?
By the time I got to the close, they weren’t clear, they weren’t certain and they weren’t emotionally invested in this because she wasn’t even willing to let me run an application. She wasn’t really willing to go through the funding worksheet and see how we can liquidate different assets or see h-how we can come up with different, uh, different sources of capital. She just wasn’t really working with me. Um, she was just kind of hesitant, that just tips you off and say, hey, we didn’t really have this person sold, right? They didn’t want it yet.
Female 3: A little from the south but…
Female 3: … just i-it just so happens, this happens right now.
Female 3: But, um, it just depends. It depends.
Venita: Okay. Okay. Well, let me, um, the reason I’m asking is coz I, so if we wanna do that, we’re gonna do the financial part, um, know what, you know, we need to finance a certain amount. So, if you, I don’t know if you have anything saved or anything that you could, you know, put towards it, then that will help me kinda have an idea.
Female 3: Uh, well…
Bart: And remember, to this point, this lady has not yet said, that’s what I want, right? She hasn’t said yet, like, h-, yes, I want that. I’m in. I can’t wait. She hasn’t said anything to where I can close. So if I, if I, if I start the third ten, I’m like, hey, doctor said you’re a great candidate. You know, I-I think that treatment is absolutely perfect for you, how you’re gonna look, how you’re gonna feel, everything it’s gonna do is basically gonna give you everything you want. How do you feel? And if she’s like, I feel p-, I feel pretty good, I feel pretty good, I can’t close like that. I can’t close with pretty good and I can’t close with a two or three out of ten. I got to be like, pretty good. Pretty good.
What do you mean pretty good? This is gonna be perfect for you. W-what do, I-I feel like something’s holding you back here. I feel like some, w-w-what is it that, that, that you’re not excited about? You know, and I-I’ve got to get that out of, I’ve got to get that out of her coz I know with that answer right before I close, I know she’s not gonna close. You can tell, right? You can tell she’s still processing. She’s not certain, and I got to get her certain, like, sh-, beyond a shadow of a doubt, 100%, ten out of ten in certainty that this is the perfect treatment for me. I’m a good candidate. I feel good about, uh, I feel good about Venita. I feel good about Dr. Noah. I feel good. I’m, I’m certain here. That’s the response that I’m looking for. And if I don’t get that response, then I’m not gonna to the close. Then I’m gonna work to create that response. And then on the next consultation, I’m gonna work on the first ten to build towards that high level of certainty as quickly as I can possibly get there.
The faster you get there, the easier everything is coz this person will stop you like, I’m ready to go, let’s go. Let’s go, tell me how much this thing’s gonna be, coz this is what I want. Let’s get to the, let’s get to the point here. Tell me how much it is. That’s somebody that’s ready. Does all that make sense, guys?
Female 3: I kind of forgot if, if my insurance was involved in anyhow, anyway.
Venita: The insurance, it’s, it’s not, unfortunately, that the insurance is not going to work, um, um, with the office, and I think you have certain restrictions. I don’t think you have a…
Bart: And all this stuff with insurances comes in the bundle, you know, you can just address that, a-again, um, whether you guys participate or don’t participate, you’ll submit out and you’ll get as much as you can. You get as much as you can, it’s not gonna be more than a thousand or $2,000, right? But whatever you get, they’re gonna reimburse the patient. Right now, just think about it as, you know, it could be anywhere from zero to $2,000, but we’re gonna get as much as we can from it, right? But, I’ll show you how we’re gonna make this thing affordable, right? And how we can kind of meet you halfway to make this thing very affordable so I think what you’re gonna see is there’s certain things that are gonna be included at no additional charge that will add up to a pretty substantial discount. So let me show you then. And then I’m going right through the bundle. Makes sense?
Okay. Look, quick takeaways here. Okay. Um, write this down. Okay, quick takeaways. Stop selling and start matching. Forget selling. Don’t push features and benefits. Don’t push procedures. Don’t push protocols. None of that stuff gets it done. The patient has to sell themselves. I’m positioning myself. Always stayed in ten. Always. That’s how you start every single consultation off, you stay in ten. What is your job? Your job is to find out from the patient everything they’re going through and everything that’s bad, right? All their pain points, symptoms, issues, how it’s affecting their life. And then you need to find out the inverse, which is everything they want. Those are the two things that you’re there to find out in the first 10 minutes. You’re not there to make, we’re not there to make a recommendation. I’m not there to determine candidacy. I’m not there to do any of that stuff. I’m gonna find out these two things and then I’m going to help make sure that you have a treatment that reflects everything that you told me that you wanted. And we’ll fix all the problems that you said you have. That’s my whole job here.
Does that make sense? That is gonna guide you throughout the entire consultation and it’s gonna prevent you from putting yourself into a corner where we start talking about specifics or we start talking about logistics, things that we can’t talk about until we’ve sold them. And by sold, I mean like emotionally, emotionally, they are bought in. Okay, so that’s the first thing. Stop selling, start matching, okay? The second thing, right, when the doctor actually comes into the room, we want to make sure that the doctor does a quick recap. You all have the form, um, that the treatment coordinator should fill out, and then give to the doctor before the second ten, went through that on the call last month, but make sure that form is being filled out and given to the doctor. So the doctor can do a real quick recap.
Okay. And the doctor, when they’re doing their, their portion, they’re trying, they’re also gauging the patient’s level of emotion in their, their sense of urgency in their level of certainty. If they, if someone says, I’m not sure, fixed or removable, I’m not sure, you can’t make a recommendation at that point. So, while you’re a candidate for both, and they’re both very good options, they’re both gonna put you in a situation that’s better than what you’re in, right? So let’s find out which one’s gonna give you more of what you want.
So let me ask you, how important is maintenance, how important is function, how important is aesthetics, how important is having something long term versus short term. All these different things. And then based on what they say, they say, well, l-listen, base off everything you’re telling me, I think you’re really kind of leaning a lot more towards this. And here’s why, because this is gonna do a boom, boom, boom, boom, boom. Does that make sense? Because it doesn’t matter to us what they buy. It doesn’t. Clinically, they’re a candidate for all of them, right? And health wise, all of them are better than this person doing nothing. So to me, it makes no difference. Um, I’m not gonna push one thing. They’re gonna s-, I’m gonna force them to, to sell themselves. Okay. And then when the doctor gets out of the room and you guys do the recap and you’re celebrating candidacy, you have to really pay attention to their body language here.
If they feel, if, if you get the feeling from them that they’re a bit confused at all, right, then you know before you close, you have to simplify this thing. You know what I mean? You have to. You’ll say, l-look, I know it can kind of sound like a lot all of the stuff but, look, here’s what it boils down to. Okay. We’re gonna be able to do this, boom, boom, boom, boom, boom, right? Some high-level bullet points to be like, okay, okay, you kind of make them feel better. You’ve got to, you, you can’t close somebody that’s confused. They need to be crystal clear. So pay attention to that and don’t rush into the numbers until you feel like they’re crystal clear, they want it, they’re emotionally bought in. If you can’t get that out of them, then just stop and say, hey, listen, my only motivation is that, is that we, we take a step in the right direction and you don’t have to suffer like this anymore. That’s all I want. Okay.
So if there’s something about this particular plan, this particular treatment plan that you’re nervous about or you don’t like, I just want to let you know anything you want. If you want to change something, we can change it, right? If you have a concern about something, you can tell me, no matter what it is, you can tell me what it is, right? And I can fix it. It doesn’t matter to me. All that matters to me is that we’re moving in the right direction and you’re not losing more teeth. Not being able to eat, not being able to smell, these are the things that, that we want to eliminate, right? So I, I feel like something’s kind of holding you back. Talk to, talk to me. Tell me what, tell me what’s not, tell me what you don’t like, coz this should be an exciting time period right now. This should be exciting moment for you. You can tell me anything. There’s nobody here, but me and you. And I’ll just stop and I got to get them to open up.
Does that make sense? So pay attention to that. You can’t close somebody that doesn’t want it. You can’t close somebody that is, uh, that is confused or hesitant, right? That’s where your, your ability kinda improv really takes hold. Now, um, Venita, I can tell you’re doing, you’re doing a really good job of trying to go by the script and you’ve got great tone. You’re extremely professional. You tried your best at triage and make sure this person was qualified and get to all of those things. All of those things are great and you’re gonna use them. So I think, I mean, for your very first consultation, I think it was really, really good. Um, really, I-I think for the, for the next one, the next one that you’re in, try to tap in emotionally and really be in tune with, is this person clear, right, on everything they want. If they are not, and some people, they’re so focused on the pain, right, and the symptoms, they haven’t really thought about what they want and that’s where the questions and helping them create a vision comes from, right?
Some people are more clear than others. If you feel like they’re not clear on exactly what they want, focus on that in the first 10 minutes. Focus on it, right? Once they’re, they become clear, focus on escalating their level of commitment through emotion. Focus on getting them more and more excited. The more they say they want something, the more committed they are to doing it. The more they, they verbalize, this is what I want, this is important to me, the more committed they are to moving forward, right? I want them, they’re going to speak those words. So focusing on those things, right? And then get the panom, definitely, or the CT, whatever you guys are gonna use, sit down for the second ten, and the doctor, is Dr. Noah on the call?
Dr. Noah: Yes, I am here.
Bart: Okay, cool. And then Dr. Noah, I want you to kind of read the patient as well, right? You’re reading the patient in terms of their certainty and their level of understanding as far as what you’re talking about. If there’s any hesitancy, there’s any, uh, uncertainty, um, then, then I want you to, again, reassure the patient that, listen, from everything I saw that’s over here, you’re gonna be a good candidate, and we have a lot of different treatments that are gonna help you, that can help you, right? Ultimately, the choice is going to be yours. So, it’s not that, hey, one is right and one is wrong, or one is better than the other. It’s just which one is right for you, if that makes sense. So let’s…
Dr. Noah: Yeah.
Bart: … figure that out. Okay. So, how important is this? How important is that, right? And just start with function, aesthetics and maintenance as, like, three bullet points. If you have somebody sitting in front of you that you feel like is not sure what it is they want, the trap is to start selling and going, well, All-on-4 is gonna give you boom, boom, boom, boom, boom because it’s this, t-that’s selling features and it doesn’t work. It just doesn’t work, right? So I don’t want to sell features. They’re like, well, i-if I, if I think they’re hesitant, I’m always gonna say, hey, multiple different things that are gonna help you. It looks like you’re a good candidate for any of them, right? And there’s not one treatment that’s right and one treatment that’s wrong. That’s why we have [inaudible]…
Dr. Noah: Bart, I-I just want to ask a question, because you’re putting, I-I know function and, and the maintenance part, the aesthetic. I mean, when you refer to aesthetic, the aesthetic for both can be superior, so you wanna compare overdenture to fix an aesthetic. Is that you referring to acrylic teeth to zirconia? Is that what you’re referring to?
Bart: Correct. Correct.
Dr. Noah: Okay.
Bart: Yep. Something, obviously, th-the aesthetics on zirconia, you’re going to be superior to that of, of acrylic. Um, and it’s gonna look nicer for longer. So, I just start with those three and then based on what they say, say, well, listen, from listening to everything that y-you’re telling me that you want, I think it’s obvious that this is the type of treatment that we’d give it to you for these reasons. And then make a recommendation. Tell them the best freaking candidate in the world, you’re excited about doing it, and you got to get excited, right? And you wanna mirror and match the patient, but you also want, the patient is also going to mirror match you as the doctor, right? You’re gonna be able to set the pace here.
So, if you need to get them going a little bit, then get going a little bit, right? If you need to get her excited, then you got to get a little bit more excited. If you need to create urgency with somebody and, and let them know, this is a serious issue that has to be fixed, then you’re gonna be serious, right? So, I don’t think, th-there’s nothing wrong about the words and everything you guys were saying, absolutely nothing wrong with it. Um, I just want you to tune in more with, uh, the patient emotionally. That’s it. Is this person certain? If they’re not, I got to get them certain. And then I had to make them feel like this is super simple, it’s a no-brainer. Super simple, it’s a no-brainer.
Dr. Noah: Okay.
Bart: You’re a perfect candidate. I’m excited about doing it and get started on the Smile Design is gonna give you everything you want. I am so happy that you came in at this point in time because you have a lot of different options, and it sounds like every-, these are, these are the treatments that are gonna give you everything that you want. Bam, you’re in, you’re out and you did everything that you needed to do in less than 10 minutes. And it was, a-and it, and it made an impact. It made a big impact on that person. You really helped out the treatment coordinator, um, but that’s where you can practice as the doctor and you can just practice it in terms of being dynamic with the patient, get a sense of that. If you need them to be more excited, get excited about it. You need then to say, man, I need to move my ass and get this thing done, right? Tell them you’re excited that they’re in here now because a lot of patients come in later and they’re not candidates like you are. You’re the perfect candidate. You know what I mean? Tune in…
Dr. Noah: Yes.
Bart: … to that side of it, and I think you guys are gonna see a huge difference. Then when you go to close, you’re gonna do a recap and you’re gonna go, man, this person is hot and it’s so much easier to close somebody that’s hot than to close somebody that’s kind of lukewarm or confused. Confused can’t be done, you know. Um, so you want them at the very end, like when you get done with this second ten, right…
Dr. Noah: [inaudible]
Bart: … they don’t need to recap, I want it ten, ten, ten. They’re at a ten out of ten with a certainty with the procedure, they like and they trust you. They feel good about the, uh, uh, the plan and, and, um, and the establishment. All those things, ten, ten, ten.
Dr. Noah: Perfect.
Bart: Makes sense? Okay, guys. Hey, any questions real quick? I know we kinda went through a lot there, but that’s something that, that has been happening on some of the other videos as well. Just getting locked into trying to sell All-on-4, and I don’t want you to do that. I want you to stop selling the procedure and stop selling features and benefits, and start matching. Forget it. You’re not even trying to sell All-on-4. I’m trying to determine what they want and I’m gonna match the best treatment and I don’t care what that treatment is. If the best treatment is dentures based on what it is they’re saying is important to them, then I’m gonna recommend dentures. That’s your mindset. Makes sense?
Then you’ll be able to see, hey, this person doesn’t even know what they want. Then you help them, then you start walking them through what they want. Okay. All right, guessing take a couple questions. Anyone has any, any type of specific questions here?
Female 1: They were, uh, they’re asking the final result with the consult.
Bart: Oh, final result. She went to talk to her husband. Said, I need to talk to my husband before I do something like this. Um, we didn’t get, we didn’t put her through, um, we don’t know if she got approved for financing that or any of that stuff. So she, she said she had to go home and speak with her husband. Okay, any other questions?
Venita: Yeah, she didn’t even, we, we try, we try to get her apply right then and there, she said, oh, no, no, no, no, no, no. So, yeah.
Bart: Yeah, she, she doesn’t know what to do.
Bart: You know what I mean? Yeah, anytime they’re, if they’re confused, it’s, it’s, they’re, they’re not gonna work with you there, right? Wanna make this thing simple. Okay. Any other, a-and, Venita, by the way, thank you guys for sending that in and, uh, and you guys did, you did a great job. I know it’s hard to like, it’s hard to have it…
Bart: … you know, in, in front of everybody and be critiqued like that. I totally understand, but you really did a lot of things well and, um, it’s something that people miss even being in the program for a year sometimes, we miss it, and we get all the way to the close with somebody that wasn’t even, that never really told us that that’s what they want yet.
Bart: Um, so that’s something that can happen. Anybody else have…
Courtney Kolbrich: Can I ask a quick question? It’s Courtney.
Bart: Yes, ma’am.
Courtney: Um, so we kind of had a similar situation. So, and that was probably one of my first consults, too. So, since then, we’ve been trying to do, um, more triaging on the phone, um, because we’re coming across a lot of people who just, they want this procedure, but they just don’t have the money for it. Um, so whenever it comes down to it and triaging them on the phone, like I’ve had somebody like, and I’ve listened to your ten, ten, ten, like I actually listened to it on my way into work, and like I don’t wanna bring up money right away and they’re like, well, I have no clue what this stuff costs. What is it? What is it? What is it? I’m like, well, do you have a budget? You know, wh-what do you have? What do you have? And as soon as I said a range, you know, I, it could be anywhere between like ten thousand to twenty-eight and she goes, nice talking to you, bye. And she like hangs up on me.
Bart: Yeah, yeah.
Courtney: And I’m like…
Courtney: … okay, so that’s just one, okay, on to the next, that’s fine. But if they just refuse to give you a number, we’re forced to do it, right?
Bart: Well, if they bring that up, then, yeah, you want to triage. You know, if they…
Bart: … if they bring that up and they’re like, hey, how much is this, I got to get an idea price, um, you’re saying, a-again, it’s the same, right? We’re saying, listen, based off everything you’re telling me, right, it sounds like you’re gonna be a really good candidate for some type of large treatment. Now, a lot of people think All-on-4 is like something specific. It’s really not. It’s just, it’s just words that describe all the teeth going on four implants. This will be described more than that, right? All-on-4, there can be three, four, five different types of ways to do that all at different price points, all with different pros and cons. Now, everything you’re telling me, it sounds like you could be a really good candidate for any of them.
So, a lot is going to depend on, number one, what do you want out of this, right? What are your goals here for your smile in terms of function, aesthetics and maintenance, and, and what is your budget, right? There’s what you need, what you want, and then there’s what you can pay for. All three are factors and we have a lot of different options at different price points that can be really good for you. So instead of going through ten different options here over the phone, why don’t you tell me the things that are most important to you and give me an idea of what range you’re trying to stay within here?
Bart: Right? Because the full-arch options that start as low as $5,000, that are full-arch treatments, right? All the way up to thirty and everywhere in between. Okay. What’s most important is to get an idea of what’s gonna work for you, what’s gonna give you everything that you want, and fit within your budget. Does that make sense? So, that’s my, that’s my justification all the time for not giving them a specific price because I have multiple options here, right? And you’re a candidate for any of them, because the reason they’re asking me about price is because they wanna save time. I’m just telling them, I got a shorter way than you.
Bart: You’re asking me about a price, what’s faster, you telling me a ballpark you wanna stay within or me going through ten different procedures, pros and cons, and prices?
Courtney: Yeah, because I even went around about, like, we are financing, we can do monthly option, like payment plans. You can finance it for, like, five plus years. But like, I was really trying not to go into numbers and she was like, okay, you just need to tell me [laughs] and I was like, I’ll give you a range because we have these many options for you that you could be a candidate for. And as soon as she heard like a, even like a thousand, like the word thousand, she was like, okay, bye. And I’m like, okay, on to the next one. That’s fine.
Bart: Exactly. I mean, well, that’s not a real depth. That’s somebody that you wanna tradeoffs. You don’t wanna…
Bart: … bring them in, you know, but make sure that your, it’s something that requires a, a little bit of practice to not get caught there, right, because they’re really good at kind of catching you and…
Bart: … trying to nail you down. You know what I mean? You can’t let them, you can’t let them do that, right? When they try to nail you down, say hey, no, no problem, I’ll get you a number. No problem. But listen, based on everything that you’re telling me, it sounds like you’re gonna be a good, uh, a really good candidate for some type of large treatment, some type of All-on-4 treatment. Now, a lot of people think, and this is a really important line, now a lot of people think that All-on-4 is the same everywhere, and All-on-4 refers to one type of procedure, that all things are, are equal. It doesn’t, it just refers to all the teeth going on four implants, sometimes four, sometimes there’s two, sometimes there’s six. They’re all just full-arch implant treatment options. Okay. And we have full-arch options. I mean, full-arch options can run the gamut.
It sounds like based on anything you’re saying, you would be a really good candidate for any of them, right? So, what’s really important is figure out what it is that you want, what you can afford and what you’re trying to stay within financially, and what you need. Those are all three things that are really, really big factors. Okay.
Courtney: Thank you.
Bart: So, right? And then, and then get a ballpark from, get a ballpark, and if they’re like, well, I need to know how much it costs, you say, yeah, but how much will it cost because there’s ten different procedures that you could be a really good candidate for. Instead of me going through one by one and selling you the pros and cons and the price points or the financing options, please why don’t we just cut to the chase and do this quickly and you tell me what you wanna spend or where you want to be, and I’ll back into it? I’ll get aggressive, if they’re gonna get aggressive with me, I’ll get aggressive back because what they’re asking me is not to waste their time. What I’m telling them is I’ve got a faster way video[?] and I’m also telling you that all the other people that quote you fee for All-on-4 kinda full of shit because it could be done in different ways with different materials, with different prices.
Bart: And you can be misled very quickly. You know what I mean?
Bart: So th-that’s a little bit of practice. But again, huge, huge reason why you don’t wanna lock yourself in a corner talking about specifics until the doctor says, yep, they’re a candidate and here’s my primary recommendation.
Bart: Okay. Okay. Any other questions, guys? Make sure that you’re using that form. Has anyone been using the form that we went over last month after the first ten to the second ten? How is that, how is that been with, uh, with the doctors?
Bart: Christina, do you use it? You never used it? What’s up with you? You use it, Kelli?
Kelli: Yes, I have. Every time…
Bart: Okay, how has it been going?
Kelli: I love it. I love it because it keeps me in track when I’m speaking to the doctor, and it’s boom, boom, boom, easy to remember, easy to go over, all the important points, and I-I love it.
Bart: Cool, cool. Erika, have you used it? Oh, she just signed off. Okay. Well, you guys, make sure that you are using that form because it’s gonna help the doctor know, hey, what’s your level of urgency? A-are they hot? Are they not? You know, do I need to create urgency? Do I need to create certainty? What is it? And it’ll give them that information before they walk in. So really, really, really important, um, to get that done. It’s gonna help the doctors be a lot more efficient and work in, in, in a straight line instead of trying to figure out all of those things, um. And you can tell them with the form exactly how to help you get them to a place emotionally where you guys can close them. Does that make sense?
Okay. Uh, any other questions or concerns or anything that you guys have that I can answer for you before we jump off the call? No? You good? Publio, are you good? [laughs] You close them, man?
Female 1: He’s trying.
Bart: He’s trying [inaudible].
Publio Silfa: I’m doing it, I’m doing it [laughs].
Bart: All right…
Publio: I’ll see you guys next month.
Bart: Oh, yeah, perfect.
Bart: Okay. All right, man. Well, hey, t-, uh, like I was telling me, like I was telling Dr., uh, Dr. Noah, when you guys are in there for the second ten, all the clinical stuff is almost, it’s just a no-brainer. You don’t have to think about it. Just focus on tuning in to that person and go, hey, scale one to ten, how certain are they, how clear are they? If they’re not certain, clear and excited, then you got word. Make, and then just work on it. If you need to get them more excited, then get excited. Cool?
And if, if, if, guys, you’re treatment coordinators, you have a doctor has trouble getting excited, give them a freaking Red Bull or some coffee or, or a, or an amphetamine or something. Get him all jacked up before he goes in there and be like, all right, look, man, hey, I need a little assistance here, right? I’m tired of carrying your ass. Okay. I need a little assistance. You need to get this person moving, right? I got this person here, boom, boom, boom. This is what I think they want, but they’re not completely bought in, still a little hesitant here, or they got there a little bit complacent. I need you to, to prod them. Get them moving to know that doing nothing is not an option, right? Get them there for me. Okay. And help them. Help them get excited. Bring some energy to it. It’ll make a huge difference.
Then when you get to the actual numbers, you got somebody that desperately wants it. I mean, desperately wants this, and it’ll be a whole different dynamic talking about financing options, crisis, talking about insurance. All of those things are just very simple obstacles that you guys are gonna work together to overcome if you have them bought in emotionally. So sell them. Don’t sell the procedure, sell the person. Cool?
And Christina, I need, I still need a video from you of the close. Where’s my video? We talked in Vegas.
Christina Cappelli: Yes, coming to you. Uh, this is actually…
Bart: Come on.
Christina: … [inaudible] back in the office. I got COVID and then I was out for the last three weeks. So [laughs] I haven’t done one since we talked, but I will.
Christina: And I will get it to you.
Bart: All right. Cool. And if you have any questions on it, right, just, uh, just let me know but send that over. I’ll try to, maybe we’ll do one next month on your close.
Bart: All right, cool. All right. See you, guys. Thanks. Bye.