Fontainebleau Miami Beach, FL
December 1st & 2nd
The Closing Institute’s Full-Arch Growth Conference
Bart Knellinger: All right. I’m just giving everybody a minute to log on. We got a bunch of people that are coming on for this call, so just gonna give everybody a little, little time here to get logged on.
Dorian TC: [Inaudible] Fine. How are you, sir?
Bart: I’m good. How you doing?
Dorian: Doing well, doing well. It’s Wednesday. We’re getting there. Trying to get to the weekend.
Bart: That’s it, man. Oh, let’s see.
Female Speaker 1: Do we have to put our audio on, our pictur-, our thingy on, video?
Bart: Letting everybody log on here. Guys, we’ll get going. We’ve got a really good call to go through today. Um, I’m gonna stop through some, some different important parts of the first, second, and the third ten. So, we’ve got, we’ve got a really good call. Got pretty clean audio on it too. So,, this is, uh, this is gonna be good. I’m gonna zip through it again. This, this, this call I could probably use for about three hours. I’m gonna get through the most important things for you guys in the hour though. Everyone selling some arches. You guys closing people or what?
Female Speaker 1: So,rry.
Bart: I know [inaudible]. That’d be what we’re doing. Okay guys, I’m gonna go ahead and get started here. Everybody can kind get on. It’s a very big, very big call. Um, so guys, couple things to keep in mind. Uh, if you haven’t been on a lot of these calls and if you’re new, keep in mind that any questions you guys have, write them into the chat, and, uh, I’ve got Kaitlyn and Veronica here with me. So, they will let me know what, what questions you have and I can kind of address them, uh, as I have time. If I don’t have time during the critique, I’ll do it right afterwards. Um, but any questions you have, just write ’em in, type ’em in, and then I’ll try to get to ’em there. Um, we’re gonna be going through a call with Dr. Chong and with uh, and with Natalia.
And, um, I think overall, this was a really good call. They ended up closing the case, uh, but there were some really good things that came up because it wasn’t a completely straightforward all-on-four case. It was kind of a combo all on four and, and, um, restorative case, which can be a little bit different in terms of when you close just the organization of the whole thing and how you kind of present it. So,, but overall, I think the call went really well. There’s some things that we’re going to be able to take away from this. I’m probably gonna spend the majority of the time in the second 10 because something we can really work on is how you guys are syncing up with the doctors, right? The first 10 for the most part guys, what, what you guys are doing in the first 10 seems to be going very, very smoothly for the most part, um, that’s been getting better and better and better.
Most people are doing a good job. They’re getting, they’re finding out what the pain points are. They’re finding out how it’s affecting their life. They’re getting, they’re creating the vision with the patient, figuring what they want as far as a clinical outcome and figuring out the urgency. But then there seems to be a lot of times there’s disconnect between the information that you guys are getting from the patient in the first 10 and the information that you relay to the doctors, and I can tell what information was relayed typically by what the doctors are saying in the second 10. So, what we want to try to avoid is any type of redundancy, you know? Um, and remember, the whole point of the 10, 10, 10 is for us to be highly efficient, right? We don’t want to ask a question the first 10, and then the doctor asks the same question for the same exact information.
Um, it’s redundant. So, the, the reason why the treatment coordinator’s going before the doctor is to gather all the pertinent information, pre-qualify, triage if necessary, and then you guys can, while the patient is getting their CT, you guys can prep the doctor so that the doctor’s not coming in, you know, from starting at zero, the doctor’s coming in and um, they’re kind of picking up right where you left off, and, uh, and recapping on basically what the patient wants and how they’re going to get the patient there, right? If you feel like this patient needs a little bit more urgency, it’s really important for you guys to fill out those forms, you know, or fill out that form, the form that you’re supposed to fill out in the first 10 to tell the doctor basically what the most important things are, right? What are they on a scale of 1 to 10 in terms of their urgency? What are their pain points? What do they want? Just a brief synopsis. Make sure you guys fill that out and you give it to the doctors so the doctors can get straight to the point.
Um, so I’m gonna spend some time on the second 10 going through it. And the main thing for this call I want everybody to focus on is, um, how to keep this simple for people. I think that’s gonna be one of the biggest takeaways that you’re going to see. Although we got the case closed, um, we probably could have used, I don’t know, 50% less words to close it and it probably would’ve been an easier decision for the patient. We just wanna keep it as simple as we possibly can to reduce their cognitive burden as pos-, as low as we possibly can get it, okay? So,, I’m gonna go through, if you guys aren’t muted, go ahead and mute and I’m gonna get started playing the video. We’re gonna go through the first 10 then I’ll stop, and then we’ll go through the second, and then I’ll end on the third. [Clears throat]
I’ll go through and share my screen. Turn your volume up too, guys. We do have subtitles with it. Just keep in mind with, with accents and stuff, the subtitles can be a little wacky, so you might see like a couple words that don’t make sense, you’ll put it together. Okay. Okay, ready? So, this is right the beginning of the first 10. We’re gonna go through a couple minutes with this and then we’ll move on.
Michael Grier: [Inaudible].
Female Treatment Coordinator: [Laughter]. All right. So, just, um, to repeat, my name is Natalia [inaudible].
Male Speaker 1: Lot research. Um, I’ve been doing research overseas. You know, that’s a little trend to go across the work that, and I’m so scared to do that because, you know, I don’t think it’s safe. You,
Female Treatment Coordinator: Well, I’m been told this for like 12 years and I wouldn’t say this just because [inaudible], but for instance, when you have issues with that or that, go back and sometimes [inaudible].
Bart: Frozen. Hold on one second guys, sorry. Froze up on me.
Male Speaker 1: [inaudible] because you know our week is…
Female Treatment Coordinator: For you. And we’ll go back and…
Male Speaker 2: Hello?
Bart: Okay. So,rry. This, uh, it keeps freezing up on me real quick. Hold on. So,rry. We’re using a, uh, a different website here to share the videos. Might just have to pull it up regular.
Male Speaker 2: Okay.
Bart: There. Go ahead and pull it up.
Female Treatment Coordinator: Then I’ll have the team note to…
Male Speaker 2: Well, my meeting, it works. Yeah.
Bart: So,rry guys. I’m just switching the video over to the, uh, to the regular video instead of the share with the, uh, with that website. Bare with me, real quick.
Male Speaker 3: Hey, [inaudible].
Male Speaker 2: Hey, how you doing?
Male Speaker 3: Good [inaudible].
Female Treatment Coordinator: [inaudible] How are you? Nice to meet you. My name is-
Bart: All right guys, let’s try it again. Here we go.
Female Treatment Coordinator: [inaudible] To make it.
Male Speaker 1: [inaudible].
Female Treatment Coordinator: Before we start can I get you a glass of water, coffee, anything?
Male Speaker 1: I’m good.
Female Treatment Coordinator: Are you good? Perfect.
Male Speaker 1: [inaudible] no coffee.
Female Treatment Coordinator: All right. So, just, um, to repeat, my name is Natalia.
Male Speaker 1: Mm-hmm.
Female Treatment Coordinator: I’m the treatment coordinator here at Boston Clinic Center.
Male Speaker 1: Mm-hmm.
Female Treatment Coordinator: Um, I understand that you’re here to know a little bit more about implants and you need some implants. Is that what it is?
Male Speaker 1: Um, I think that’s what I wha-, ah, well, what I’m interested in doing.
Female Treatment Coordinator: Mm-hmm.
Male Speaker 1: I think that’s what I’ll, I’ll, I’ll, I’m interested in doing. I did a lot of research. Um, I’ve been doing research overseas. You know, that’s a little trend to go across the world. And I’m so scared to do that because you [crosstalk].
Female Treatment Coordinator: She’s been doing this for like 12 years but for instance, when you have issues with that work, you have to go back and sometimes it’s hard. Special implants, United States use universal implants. So, you could go anywhere. They’ll give you that. So,metimes Columbia, other country, they use-
Bart: Hey guys, one thing to keep in mind right here. So, when you start off the call, you’re in the first 10. If they come up with something, this is, this is the point in time where you guys want to have a, like, she has a grand father, it’s is something that you just write down.
Female Speaker 2: I’m good, thank you.
Bart: ’cause this is how things can kind of come, they can, they can kind of have a tendency to throw the call into a tangent and there’s certain things you just, you listen to ’em and you’re gonna address them throughout the call, but you don’t necessarily have to address it right at that moment because you wanna be pacing and leading the whole time, and even though he says, “Hey, you know, I was considering this or that.” For me, I just let him talk, just write it down. So,unds like he’s done a lot of research. I’ll just write this stuff down, I have it in the back of my mind, so that when I’m framing the conversation, I can frame what we’re doing as something that’s going to be advantageous as opposed to going to Turkey or, or So,uth America to get it done. But whole point being right there, you don’t necessarily have to get into it and, and address it. You’re just listening to ’em,
Female Treatment Coordinator: A generic kind of. So,, it would be really hard for us here-
Male Speaker 1: To bring it in.
Female Treatment Coordinator: Yeah. So,, sometimes in the end it’s, it’s more than it, it’s, it’s easier to think we’re gonna go to the shortcut, but then the shortcut becomes long.
Male Speaker 1: Yeah.
Female Treatment Coordinator: So,, just to keep that in mind, but my job as a treatment coordinator is to find a treatment that fits your needs. Basically what do you want, what are you’re looking for, your budget, everything. I’ll try to make that for you and we’ll go back and forth. So,, those things, I just need to know a little bit more about you, where you are, uh, if you’re in pain, how many teeth you’re missing, things like that. So, it’s a little more catered for you, what you, you want, okay? Um, tell me a little bit about you. Are you missing any teeth?
Male Speaker 1: Yes.
Female Treatment Coordinator: You are? And how many teeth are you missing?
Male Speaker 1: Um, the last I can remember, I had six.
Female Treatment Coordinator: Okay. And how long ago was that?
Male Speaker 1: Um, [inaudible].
Female Speaker 2: Or after? And, um, [inaudible].
Female Treatment Coordinator: And, the reason why I ask that is because the longer you go without teeth, the less bone you have, so it’s important for us to know if it’s more than 10 years, sometimes the patient doesn’t have enough bones. Um, you said no pain, right?
Male Speaker 1: Um, sometimes. It depends. [inaudible] of course I have, right now, I know what I have, I actually have a tooth thats dangling in my mouth, and this tooth’s there for very long, it’s almost, like, makes me wanna cry right now because I’m just thinking of Facebook, like, so total discomfort, gums.
Female Treatment Coordinator: Right. And eating and everything, again, is hard, right?
Male Speaker 1: So, I, I guess I’m willing to do whatever, whatever it is, I gotta do to, you know what I’m saying?
Female Treatment Coordinator: Get you out of that.
Male Speaker 1: [inaudible].
Female Treatment Coordinator: Right, right. And we’re here for that, okay? Whatever I can do to help you, I will. Um, so eating has been a little hard for you?
Male Speaker 1: Just eating, food-, solid foods. [crosstalk] So, everything is, bare and mangled, you know.
Female Treatment Coordinator: Right. And so foods get boring, overtime. Um, I’m sorry to hear that.
Male Speaker 1: I mean, it, really, honestly, it started from childhood. I didn’t either, [inaudible] and it’s just becoming, you know what I’m saying? [inaudible].
Female Treatment Coordinator: I get, [crosstalk], so.
Male Speaker 1: You know, it’s just a, it’s just a very efficient thing. Now I got [inaudible]. [crosstalk]
Female Treatment Coordinator: Yeah, you have to change that.
Male Speaker 1: Never nothing to repair, so.
Female Treatment Coordinator: Well, it’s time to change that.[crosstalk] let’s think about the future now a little bit. How would you want it to look, how would you want it to feel?
Bart: So,, she’s going into the future state right now. Okay. To, to me, it’s, it sounds like this particular guy is, is driven mostly by aesthetics. That’s what it sounds like to me. Um, but personally, I would dig a little bit deeper right there. I would dig a little bit deeper, deeper into, um, you know, how it’s affecting his life, that, that’s one of the important things to get here is not just what the pain point is, but how it’s affecting his life in different ways. And then you’ll see, is it more the look of it or is it the function not being able to eat? What is it? Um, you know, those are the things where, where, if we’re gonna take our time, you take your time right there. Because the more they talk about it, the more buy-in they’re going to have. And then, you know, typically we’re transitioning from that point into, so why now, right? This has been going on for all these years, took a while to get here, you know, I’m curious why now? Why did you decide to take action now? ‘Cause we’re trying to figure out if there was something specific that just happened, or like, what was it that’s getting this person to make a phone call and come in and get help right now, then you’re getting a future stake.
Female Treatment Coordinator: Function for you is very important, right?
Male Speaker 1: Yes and aesthetic is, um, too, because when I was younger, they always told me, [inaudible].
Female Treatment Coordinator: You do. I mean, you do.
Male Speaker 1: [inaudible] So,b, like, I really like, sob.
Female Treatment Coordinator: Yeah.
Male Speaker 1: Because, you know, [inaudible].
Female Treatment Coordinator: I get it, I get it. So,, aesthetics also is there, right? [inaudible] You want something that comes in and out or something fixed in there, like the inklings?
Male Speaker 1: Me being bare, um, I just turned 40, so I’m still, I picture myself be still pretty, very young.
Female Treatment Coordinator: Very young.
Male Speaker 1: So, I don’t want nothing that I have to keep dipping in water to, you know, I was thinking that, you know, I was sitting online-
Bart: And you guys, one thing to keep in mind when we’re talking about, all right, let’s figure out what they want. What they want is not gonna be a treatment, right? What they want is a certain level of aesthetics, a certain level of function, um, a certain level of maintenance, longevity. Those are the things that they want. How you provide ’em with that will be the treatment which the doctor’s going to recommend, but it, you’re gonna see it with the doctor. But once you start offering and talking about, well, do you want this or that or that or this, uh, it, it can get really, really confusing for the patient. So, just keep in mind, when we’re getting the vision, I want the patient to envision how they’re going to look and how they’re going to feel and function in the future. And describe to me the things that they can describe and you’ll walk ’em through that.
The whole point here is to set the tone that it’s not like, “Hey, we can do these five things. Pick one.” It’s, “You tell me, like, I understand where you are, how it’s affecting your life. Tell me what you want in the future. And then we make the plan. We build the treatment plan to accomplish what you want to accomplish.” That’s kind of the whole tone here. And we want to definitely leave the treatment part for the doctor, right? That’s the doctor’s responsibility to come in and say, you know, “The doctor knows exactly where you are and where you wanna be, and here’s how he’s gonna plan out and plan out the case to basically give that to you.”
Male Speaker 1: And I first thought about that whenever, you know, you were saying, [inaudible] and I’ve had so many consultations and therapy and I’m just getting to make the extent. [inaudible] So, that you know, I can say it right here and say that [inaudible].
Female Treatment Coordinator: Right.
Male Speaker 1: And I seen that I was on course. I don’t know if I necessarily need that, you know what I’m saying? If I could do like a, [inaudible] something that’s more, I’m not gonna say affordable,
Female Treatment Coordinator: Right.
Male Speaker 1: But, you know what I’m saying. So,mething that, you know, can look good, that would fit my needs. And of course, you know, my pockets, but I have to do what I got to do.
Female Treatment Coordinator: Right. Exactly. And-
Bart: Now let me ask you, does this guy sound like he’s unqualified to you? Does he sound like that? To me he doesn’t sound, he doesn’t sound unqualified for a couple reasons. Number one, he seems very open to different options and to different, different types of solutions, right? To accomplish the aesthetics. He’s saying, “Listen, maybe it’s all on four, but I’m kind of young, if you could do it all in four, you could do it this way.” He seems open to different options. That’s number one. Number two, he said he decided not to go overseas. He decided to, to kind of stay and, uh, and do it here. To me, it sounds like this is somebody that saved up some money, um, and just doesn’t know exactly what to do yet. But it’s not screaming to me that they’re unqualified. So, to me, I don’t feel a need that budget is an issue or something that I need to get into right now with this particular person.
Um, you know, Hadie said, “Hey, you know, I was looking into going into Turkey because I heard they could do it for under $10,000. And you know, I don’t have a whole lot of money. I don’t have good credit. I’m trying to get it done as cheap as I possibly can.” Um, that would say to me that we need to figure out exactly what he’s talking about in terms of budget. Um, that it could possibly be a triage. But in this situation, it doesn’t sound like that to me. It sounds like, um, you know, the, this person’s definitely gonna be qualified for something serious. So, I’m gonna scroll ahead here, guys, to the second 10, when the doctor comes in. Most important thing again, that the doctor should know is why is the patient here? What does the patient want most? Patient’s most concerned with, with aesthetics? Um, wants something long-term open to different ideas, right? Urgency seems like it’s pretty high with, with this particular person. Okay.
Male Speaker 1:
Female Treatment Coordinator: [inaudible] [laughing].
Dr. Chong: All right. So, I reviewed your x-ray, [inaudible] it work.
Bart: Now again, just kind of pay attention to what, what Dr. Chong is gonna do here.
Dr. Chong: So,, let’s put it this way. So, this conditions, I mean, of course, and then it’s not something happening over night.
Bart: Okay? So, look right off the bat. So, how much rapport are we in right now with Dr. Chong? So,, and this is typi-, this is what I see with a lot of doctors. Come in, immediately look at the CT and start talking about what we see. That’s, that, that’s pretty typical. What I like is when, when the doctors come in and they already have a good idea in terms of what the patient’s been through and what the patient wants, and just to establish that it, that information was relayed, right? “I understand why you’re, you’re here because of blah, blah, blah, and I understand what you’re looking for is something like this, right? Is that right?”
Give the patient, um, an opportunity to articulate, elaborate or interject with any information that may be pertinent. But that’s a really good way for the doctors to come in and start it off but it’s very important that the doctor has that information. They have the information. That’s a really easy way for them to start building and getting in real easy rapport with the patient instead of just, Hey, I’m Dr. Chung, let’s pull up the x-ray and I’m gonna tell you what I see.
Dr. Chong: And my curiosity, is there any reason you wanna, decided that you want to trim it now, versus, [inaudible] last year or the year before?
Male Speaker 1: Fear.
Dr. Chong: Fear?
Male Speaker 1: Uh, I’m in a better space in my life. You know what I’m saying? I had a tragedy lost my mind-
Bart: Typically this is done by streaming coordinator in the first 10, right? The, the kind of why now moment that’s typically done in the first 10 right before you go through the vision. So,, uh, that wasn’t done. So, Dr. Chong’s kind of going into that right now.
Male Speaker 1: Things, you know, things that happen over time come into play that makes you think, I mean, it’s always been an issue.
Dr. Chong: Okay.
Male Speaker 1: You know, and sometimes it was just the convenience of the what’s done’s, done, hiding what’s what, it’s getting worse, especially the one in the front. Literally as you pluck, it’s gonna come out. Oh, I mean, it’s been an issue that I need to take care of and I was just mustering up the guts
Dr. Chong: Sure.
Male Speaker 1: To, to try to attempt to see what I can do to fix them.
Female Treatment Coordinator: Right?
Male Speaker 1: [inaudible] but-
Dr. Chong: Well, the good news is, you’re in the right place and we won’t have a problem, uh, taking care of the situation. I guess for me, when I’m looking at your x-ray, it’s a matter of how you wanna do it because there’s many different ways we can do. I know you mentioned to Natalia, you, you’re not sure whether you want to save your teeth or should we do the, uh, the implant fixed, uh, prothesis or, um, what’s, what’s the most important thing for you when you decided you wanna do this? Are you looking for the, um, aesthetic or the, uh, function or the how you wanna maintain?
Male Speaker 1: I mean, it’s always good to have awareness, but, but I mean, it’s, to me, you’re the doctor so you can tell what’s best for me.
Dr. Chong: Okay.
Male Speaker 1: I mean, of course, um, [inaudible] but O guess the [inaudible] of what’s best versus what, you know what I’m saying?
Dr. Chong: Sure.
Male Speaker 1: You know, I’m willing to do whatever I gotta do to get what I need, but if I don’t, you know what I mean, get a doctor. So, a lot of people say, “Don’t pull your teeth.” Me, I want to pull them, you know what I’m saying? So, it’s just, I guess it is not for me, I mean, I would say all, um, all on four, but I’m kind of scared of that process. So, whatever I can do, I was kind of thinking maybe if you can do, I was telling her like, maybe, maybe I can get a crown, but is going to even out all my teeth, like make all my teeth look the same.
Dr. Chong: Sure.
Male Speaker 1: You know what I’m saying? I just, and I’m not gonna lie, I do like the video. I like the nice, even how teeth look. You know, where you can create and design.
Dr. Chong: Sure.
Male Speaker 1: A nice smile. But I think for me it’s whatever is manageable.
Dr. Chong: I mean, the one thing I would like to know is that, I mean, of course, so the one of the front tooth, one is some back teeth and here and they you have some double decays. So, how’s your home care? Do you brush, floss every day, or?
Male Speaker 1: I brush and floss every day. I think, I mean, I’ve had quite a lot of sweets. Um, just now, I told [inaudible] I didn’t get the treatment at a young age. Um, like I said, I’m in a place now where I can take, or try to take care of those things. I did get the teeth pulled because they were hurting. Um, it could have been from a number of things, decay, I guess. Um, but I do brush what I have, often. [laughing]
Dr. Chong: So, I mean the, the part of the reason I’m asking you this question is, um, regardless whether you wanna save your teeth or doing the, uh, the all on four or one x, the, we can, I can get you result. That’s not a concern, but there’s some difference to it. Meaning that, let’s say we go through this, this route, um, you don’t have to worry about teeth getting dental decay, however, you still have to, uh, clean the process is involving. Uh, and also one advantage of keeping your own teeth-
Bart: Now here’s the thing guys. So, this is one thing with the doctors that this can create, we can create a situation that can be a tough choice for the patient, right? We can create a situation where they have a lot of things to think about. And personally, um, I think it’s tough to, to kind of brainstorm in front of a patient. Okay? So, like if you’re, if, if the doctor’s looking at a case, the main thing they’re going to, “Okay, I kind of see what this person wants to accomplish here. What do you think is the straightest line to accomplish that point?” If you think, “Hey, the best way for me to accomplish this in the most conservative way is for me to do a all on four on the lower and, you know, and do crowns on the upper.” Right or whatever it is.
Um, I like to, I like it when it’s one recommendation, right? You can make a recommendation, you can qualify it, but get the patient to where the patient is really clear on one thing first. It’s real, it gets very confusing when we start brainstorming or providing several different scenarios and also thinking in the future. So, it’s like compare and contrast, compare and contrast, compare and contrast and it gets tough. The patients get, they can, I mean, they can kind of glaze over here where they’re like, “Oh, damn, alright, what are you recommending?” You know what I mean? “All right, so what do I do?” 99% of the time, right? If you’re a patient with a doctor, with any kind of doctor, you just wanna be sure that the doctor understands how you feel and, and what your concerns are. And the doctor knows what you want in the future and the doctor has full confidence they know how to get you there and then tell me what that is.
Tell me what is the best thing to do here given where I’m trying to be in the future. Um, you’re gonna be able to see here is that kind of get more and more into the conversation that the treatment plan that he’s recommending is, it isn’t super clear. I know exactly what he’s trying to do. What he’s trying to do is think, “Okay, which one do I recommend? Because I don’t wanna recommend one with a restorative option. If this guy’s not not gonna take care of ’em, he might be better off just pulling the teeth and doing the all on for in the end.” So, you guys can see it and I can see what he’s trying to do here. Um, but sometimes you go through and there are some patients that come in and they’re super, they’re super dogmatic about it, right?
Like they’ve already been to several different consultations and say, “Listen, I want an all on four. Uh, I’ve had several doctors tell me, well, maybe I don’t need to to lose some of my teeth, but I don’t care. I want ’em gone. I’ve had dental problems forever. I don’t want another crown. ’cause then they just fail and then they just break. And I’ve had this happen over and over and over and over again. I don’t want ’em.” That’s kind of a little bit different of a scenario. In this scenario, this person, they’re open to, um, recommendations and they’re open to ideas. And if you guys are ever in a situation where you’re not sure, then you just ask ’em, you know what I mean? Say, “Listen, I know you’re here because you’re interested in all on four, but given where you are and what you want to accomplish, would you be open to any ideas? If I could, if I could accomplish the same look function and feel in a little bit more conservative way, right? Without extracting all teeth, is that something you would be open to hearing about?” You know, most of the time they’ll say yes and then go ahead and go into a recommendation. But I really like it when it’s, it’s clean, right? The doctor goes, “Here’s where you are, here’s where you’re gonna be. This is how I would do it for these reasons. This is the straightest line there. It’s the most economical line and it’s the most conservative way to go. This is what I would do.” Boom. Explain it and, and present it,
Dr. Chong: Is that when you, let’s say when you’re eating steak, for example, you can still chew steak with this. That’s not a problem. But you know, it’s a little bit difficult to describe, when you chew steak, you can feel that I’m chewing steak.
Male Speaker 1: I understand, I understand [inaudible].
Dr. Chong: But when you get this type of prosthesis, yes, you can choose steak, but you’re not gonna get the $50.
Female Treatment Coordinator: [inaudible]
Male Speaker 1: Right?
Dr. Chong: You’re just, like becoming a-
Male Speaker 1: It’s just, like I said, like, if a bridge will be better than all, you know, I guess all I’m for is the aesthetic, but still-
Dr. Chong: Right.
Male Speaker 1: You know what I’m saying? And I think getting, taking this step encourag the person to take care of hisself.
Female Treatment Coordinator: Care of them. Yeah.
Male Speaker 1: So, I think that’s probably what I need. I just need a, I mean, because I was going to the dentist and they, and the only, back home, because I’m from Louisiana and I’m here on a contractor job here, maybe moving or maybe Bostonian. So, I’ve been here for a year. So,, um, I think what it is is, uh, the dentist back home, because I was had Medicaid or Medicare, whatever, did what needed to be done, like, pull those teeth not ever actually doing work. In fact, he spent less on one of my teeth than one of my, you know, so just pulling it from, like, this, it’s a lot of paperwork over that, you know, this is not really, hey, “You need to do this, this, come back for this and that and that, you know what I’m saying? So,.”
Female Treatment Coordinator: Basically what Dr. Chung is saying is, if we put bridges right or crowns and you don’t take care, those are gonna decay.
Male Speaker 1: Mm-hmm.
Female Treatment Coordinator: So, you spend all that money and you’re gonna lose them regardless.
Dr. Chong: So,, so because there is an advantage to keeping your own teeth because there’s all the nerves along around the tooth, that you can enjoy food a little bit more. But I do need your commitment that you’re gonna take care of, well, going to take good care of them.
Female Treatment Coordinator: Mm-hmm.
Dr. Chong: Yes because otherwise then we could, leave small tooth.
Male Speaker 1: I did smoke, you know, a couple of years ago.
Dr. Chong: Mm-hmm.
Male Speaker 1: So, I dunno if that, that that’s a factor. I don’t know if that was it, so my teeth are saying, I gotta, I’ll admit I’m not a [inaudible], but I’m just gonna admit that I don’t [inaudible] like I said I do, um, taking care’s what I just, it’s just, I’ve always thought that when one messes up, they, it kind of makes a trigger effect on the other one.
Dr. Chong: So, I think the one, one of the example I can show you, is the, uh, I mean, because I guess though, one of your concern is if, let’s say if you ended up saving your tea, you’re not sure whether how it’s gonna look, right? So, the, uh-
Bart: Again, like there’s a, we’re we’re doing a lot of, I guess what you would call educating here, but there’s still no recommendation, right? Like that the patient is there to listen to you tell them what you think they should do to accomplish the result. So, sometimes you can’t, sometimes guys, you can over qualify yourself going through every single possible scenario between this versus that. When sometimes it’s like, alright, hey, you think the teeth on top, they’ve got plenty of bone. You look at ’em and you say, “Hey, you know what? I don’t think these teeth need to be extracted. I can fix the aesthetic concerns, you know, with, uh, with, with some, some restorations. I can do some crowns there at the bottom. That’s a different story. We need to go a different route here.” You know, but whatever it is, you come in, “Hey, would you be open to ideas differently?”
He already is. Which again, like that, that transition from the first 10 to the second 10 with the treatment coordinator, it’s super important. So, you guys aren’t always backtracking the dialogue, uh, and the doctor can get in and, and hit the ground running. Um, you know, but you come in and you say, “Hey look, I’ve got a really good idea of how I can treatment plan this and do it in a very, very conservative manner that’s going to give you the aesthetics that you want. It’s, and, and it’s, it’s gonna look beautiful.” You know.
And then get into it and make the presentation and make the case for whatever you think that however you want to do the case. Does that make sense guys? Right? If we go too much back and forth, you see how many things the patient could be thinking about, right, in this moment. And as it goes on, there’s just more and more to think about and it can create a scenario where by the end of it, they’re like, “Man, you know what? I just need a, I just needed like a couple days to digest all of this.” And if you ever hear anybody say that guys, like, “You know, I just need some time to digest all of this.” Well, it’s obvious what happened if that happens. You know, we went into way too many things, right? And it’s just overload for ’em. So, they’re like, “I just have to think about this and, and figure out what I want because I don’t, I don’t even know, you know?” Now I’m trying to figure out as the patient what my treatment should be. And that’s kind of what I want to hear from you, right?
Dr. Chong: I show you one of these, so you don’t need to see all that, but I can show you. So, this patient, um, so that’s what she came with. Okay? So,, so she had her own teeth on the top, she was wearing some, uh, denchers. So, these were her, her natural teeth. So, in her case, she decided the combination, do the natural teeth come the top and then do the all on four at the bottom?
Male Speaker 1: Okay,
Dr. Chong: We’ll skip through that, but at the end, even when the patient did a natural teeth [inaudible], I, I don’t have a problem getting the result. I mean, this looks pretty good, right? And this is the old ones at the bottom. So, for me, like, um, you don’t have to necessarily choose the old importance because instead, because I can get you that aesthetic, that’s not a problem. Even if we save your teeth. It’s just a matter of I need your commitment.
Bart: So, it’s a different, there’s no choice. That’s what I’m saying, you know what I mean? He’s gonna make a recommendation without providing two different options. So,, so there really is no choice. And I really like his confidence when he is like, look, either way I can get you the results. That’s the confidence that I wanna see. And whatever the primary treatment plan’s going to be, if the primary treatment plan’s all in four on the bottom restorative on the, on the top, then go ahead and make the presentation. And if the patient has concerns with that and they want all on four for some reason, like they’ve already been through this, they will bring it up when you go through and do the presentation and then you can address and validate all of the reasons why you’re recommending this way. And if you have somebody that’s really, really set on it and dogmatic, then you can start, then you can kind of qualify and go back and say, “Listen, can we do it all in four on both? Yeah, we absolutely could. You know, but how important is it to you to keep as many of your natural teeth as possible? You know, typically my goal is to provide you with the aesthetics, the function, longevity, everything that you want in the most conservative and efficient way that I possibly can. That’s why I would do it like this, because it’s more conservative to save the teeth that are save-able, right? And remove the teeth that are not, than to just remove everything, you know?” Um, so again, as you get into it, I just wanna see, I, I love the confidence that he uses when he says, “Look, either way I can get you the result.” The biggest issue here is we’re waiting for the patient to tell the doctor, which one? And it’s really hard for a patient to tell you which one, when they don’t, they don’t know enough to even pick, right?
Dr. Chong: That, that you’re gonna maintain.
Female Treatment Coordinator: And color and everything, you’ll go over the cross with you, if you want whiter, that can all be correct.
Dr. Chong: So, I, the, as far as the color teeth concerned, I let patient choose. I don’t choose the color because I can get the form, shape, and function, but color is for patient, to enjoy. [laughing]. Right?
Female Treatment Coordinator: [inaudible]
Male Speaker 1: [inaudible] But, I mean, you know.
Dr. Chong: I mean, uh, for me-
Female Treatment Coordinator: [crosstalk] It’s something, uh-
Bart: You guys paying attention to his, his body language here. So,rry,
Female Treatment Coordinator: I’m about to mention, you mentioned earlier-
Bart: So, what’s his body language saying right now? Like, if you notice patient, you guys, I want you to pay attention to these things because this is when you go and go, “Ooh, okay, I might be, I might be giving them too much information.” And then you just kind of back out and simplify it, right? And you go, “So, basically it’s like this.” Boom. And then you say the same thing that you just said, but with 85% less words, if you see someone doing this or someone doing this, or someone doing this, right? That’s what people do when they’re really thinking about something hard.
Male Speaker 1: It’s, it’s also, so what you think, what, what did you, I dunno. I dunno what I want, but what did you think?
Dr. Chong: So,-
Bart: Did you hear what he just said? He’s like, “Okay, so what do you think? I mean, I know what I want, but like, what do you think?” The guy just wants you to tell him what to do, right? “Okay, you’re the doctor. This is what I want. I don’t wanna, I don’t, hell, I don’t even know what I’m thinking about right now. Like, what do you think? Just tell me what to do. We’re gonna make it easy, right?” That’s where they get to now, a lot of people won’t say that. They’ll just continue listening and listening and listening, listening until they get to the end. And then, you know, it’s a, it’s a, “Let me think about it, or it’s a spouse thing or whatever.” Um, plus if you guys, if we get outta the second 10 without a primary recommendation, what in the world do you do in the close?
What is there to close on? You gotta close on two things at the same time with two different prices? That’s like murder, death, kill, right? Can it, can it work? Yeah, it can work. Actually it worked in this instance, but that is definitely not ideal. You want to have a one primary recommendation, go through the bundle, show ’em a great deal, get to the close, ask for the money, and then handle any obstacles or objections from there. So, if you don’t have a primary recommendation, you’re gonna get to the close and you’re gonna have to kind of do a, it’s like a, it’s like a pick and close, basically. “Okay guys, so here’s what I have. I have this over here for this much and I have this over here for this much. What do you think?” You know, or the treatment coordinator has to kind of decide, “Alright, we’re gonna like do this one.” You know, and the treatment coordinator’s gotta make a presentation, but it’s just a, it’s a more difficult spot to be in.
So, if you’re in a position guys, where the doctors going and they’ve spoken about a lot of things and the second 10’s coming to an end, just chime and say, “Okay, Dr. Chong, after everything we spoke about, just to kind of simplify, what would your primary recommendation be given the situation here? What would you do, what are you exactly recommending in this particular situation, given where they are and what they want?” Just break it down like that so the doctor, “Well, given what they want and what we’ve spoken about, I would definitely go the route of, boom, boom, boom.” Makes sense?
So, If you don’t get that naturally, stop it at the end, summarize it, and that will, that will force the issue, um, th-, tha-, that’ll force the issue to where you can go back with one thing to close on and it will also, the second you guys simplify it, and go, “Okay, if it was me, here’s what I would do, based on your situation, boom. I would do this.” Instantly all the other stuff kind of leaves the brain, right? And it makes the decision simple because we kind of made the decision for ’em.
And that’s the whole point here.
Male Speaker 1: [inaudible]
Dr. Chong: No, I’m giving you, so, the whole, the reason we’re having conversation is I’m trying to understand your needs so that I can get you a, a customized treatment that fits for your needs, so that’s why I had to kind of go over the pros and cons,
Female Speaker 2: [inaudible].
Dr. Chong: And then based on your honest response [crosstalk].
Female Speaker 1: No, I know, isn’t this frustrating? Like, not, you know.
Male Speaker 1: [inaudible] I’m kind of like, you know, overwhelmed.
Dr. Chong: So,, so for me, another thing is, you’re at a [inaudible] young age, meaning that we can do the all four procedures and we’ll have a ten year warranty for prosthesis but nobody gets the implants on for a lifetime. So, what happens is-
Bart: So, he’s, basically he’s giving two options but all of the supporting context that he’s providing the patient is basically steering him in one direction and all I’m saying is, hey if that’s the direction you think we should go, say this is the direction we’re going, present the treatment plan and, and let it be done.
You know, because I see exactly what he’s doing, it makes sense, exactly what he’s doing, um, and I understand it, it’s no problem, but from the patient’s perspective, this, this can get confusing.
Dr. Chong: Even if, let’s say we guarantee that your teeth with last, for example, but if an implant doesn’t last a lifetime, you’ll run into an issue. So,, for me, um, I’d prefer for you to keep your own teeth, but if you’re not committed to keep it at good main-, maintenance, then you could consider this option. However, you have to understand, even though teeth, maybe, only the use [inaudible] teeth, I mean, there’s no worry about breaking and whatever , but the, the, the, because the condition of implant can change depending on your health condition and your lifestyle, right now you’re healthy, but in life we’ll never know what’s going to happen that if that starts to be an issue, your health starts become changed and then may affect the longevity of the implant-
Bart: Now we got him thinking about something else, right? So, this is a lot for somebody to take in right away, okay? So, we want to make sure that we get this simplified. I’m gonna shoot ahead and give you guys an idea of the third ten. Just the most important parts here, um. But can you guys see how this could be, um, how this could be a little bit confusing for the patient, right? So, that, that’s, that’s what we want to avoid, we want to make sure that this, this is like a no-brainer decision, that’s why I’m trying to set it up. “This is a no-brainer decision, I don’t have to think about it, you’ve got me taken care of, the plan mimics all the sense in the world, doctor says I’m a great candidate, okay. Everything is adding up here, let’s go.” And then they get to the third 10 and their not wiped out and they’re not worried. If you start talking about too many complications or possibilities, post treatment, in the middle of the treatment presentation, you can unknowingly create objections that never existed.
Now, I’m not saying you don’t, you don’t disclose the information but there’s some information you disclose after the sale is made, you know what I mean? Or when we get a little bit further down the road because it’s just a lot of stuff to think about.
Female Treatment Coordinator: Uh, if you can’t qualify, we can [inaudible]. Do you have any credit cards or anything-
Bart: So,rry. Moved the, a little bit too fast there.
Female Treatment Coordinator: [inaudible].
Bart: And Natalie did the best she could here.
Female Treatment Coordinator: [inaudible]crowns on this space, we have to anchor the crown, so, right? So,, we’re going to anchor this two teeth where there is nothing here. One to this one, one to this one. And then it becomes a long breach, then it can put a lot of pressure. Right?
Male Speaker 1: Mm-hmm.
Female Treatment Coordinator: So, every time you bit-
Bart: Notice the guy’s body language again. Right? He’s tired. He’s not tired from running a marathon, he’s tired from thinking, you know what I mean?
Female Treatment Coordinator: There’s pressure on the teeth. If the bridge goes from here, to here, so it goes on that molar, all the way here, it’s a big space. Same here, from bridge it goes from here, to here, all that space you’re putting the pressure on this one and this one. Now when I’m explaining that to you I’m meaning that, down the road [inaudible] it can be a bigger a risk because you’re putting a lot of pressure on these teeth, all the time.
Male Speaker 1: [inaudible].
Female Treatment Coordinator: So,, that’s why this one is ideal because you have a single implant here, a single implant here, single implant, single implant. So,, all the teeth that distribute equally, when you bite you’re not putting extra force on one side or one side. Right? The only tooth that’ll be grouping togehter is this tooth, that’s coming in [inaudible]. But it’s one tooth and it’s in the front so you’re not putting as much pressure. Because when you chew you get-
Male Speaker 1: Wait, is the implant?
Female Treatment Coordinator: This one is the only one that’s going to be attached, the rest is all, so you get [inaudible] on this case.
Male Speaker 1: [inaudible].
Female Treatment Coordinator: This one, we’re not doing this.
Male Speaker 1: This is right here?
Female Treatment Coordinator: Both ones. We’re gonna have implants there. And the reason here we can attach, is because when you chew you use your molars, that’s where the force is, here is static, so we can make it look great but you don’t need a single implant. Each implant is about $4000, right?
Male Speaker 1: Mm-hmm.
Female Treatment Coordinator: So,, adding implants adds to it. But the, what he did here for you, if I’m being honest with you, is still great. So, when I show you the price, you’re gonna see, I want you to tell me what you think. Because the difference is so small that it’s like, honestly, to me it’s a no-brainer. But, um, one thing here as well, if you decide to go with the full mouth bridge, this tooth needs a root canal, you see the cavity is really bad, so on top of whatever price I give you here, the root canal’s another $2000, so we have to add that, okay. Since it’s a back molar, you need to go to a specialist. In this one you’re taking this tooth and put the implant. So, you don’t have to worry about the root canal. So, the price I give you here is the total price. The price here, we’re going to add $2000 for the molar.
Male Speaker 1: Mm-hmm.
Female Treatment Coordinator: Okay? So, with both options, he’s going to give you the instruction [inaudible]. So, you’re gonna cross this here, or-
Bart: You see how you have to do two closes at the same time? Man, you know what I mean? It’s like, “Here’s how we’re gonna do this, boom, boom, boom, boom.” Easy, easy. And you can objection we need to roll it back to a different treatment, then we’ll handle the objection, roll it back to a different treatment but it’s really tough doing simultaneous closes because the entire close is positioned as a question. Make sense?
So, we’re not actually recommending and justifying our recommendation and making a case for why this is what we’re recommending, we are presenting two completely different options and giving you all of the details and then asking you to tell us which way you want us to treat you. You see the difference there? Very, very difficult close.
Female Treatment Coordinator: Here, it’s gonna give you this, okay? You should end up with a bone as from this tooth here.
Male Speaker 1: So,, this is the better one?
Female Treatment Coordinator: No this, well I can show you-
Bart: You see how this guy doesn’t even know which one to pick? He’s trying to pick one. He’s like, “So, this is the better one?” She’s like, “No, no, no. This is the better one.” You can see with his body language, he’s done right? So, if this was me I would probably just like, I would of just went with whatever the doctor said, what would say would, um, a lower all on four and we started on the upper. I would of not talked about the other one.
I would of just went straight in with this one, you know, “This is the most conservative approach, here’s what doctor’s recommending, boom, boom, boom, boom.” And you just explain it and you assume the sale and you get to a price and get to a close.
Female Treatment Coordinator: [inaudible] see the charts, okay? When you take this $2000, he’s gonna put some bone here, and he’s not charging you for that. The reason we’re gonna add bone is because if we don’t have bone-
Bart: Guys and also keep in mind, what also really extends the third 10, is if the doctor’s in the room and the whole time the doctor is talking about hypotheticals, you know what I mean? This situation versus that situation, a lot of times they don’t clearly describe one treatment plan because nothing’s been decided, the patient hasn’t decided anything, which kind of puts a treatment coordinator at the very end where they have to go through that treatment plan in detail so the patient knows. “Alright. How many visits? What the time frame?” You know. We didn’t get in to any of those details in the second 10 because we were talking, we were speaking more conceptually.
Female Treatment Coordinator: The gum might be seen a little bit and when we do the, the bridge, the crowns, it won’t look as even as that.
Bart: I’m gonna jump ahead just a little bit. Remember any questions, just type ’em there.
Male Speaker 1: [inaudible]
Female Treatment Coordinator: It’s for [inaudible]. So, that’s why I want to choose one now so I could go and choose but, you know, at the end of the day it’s you. But if it was my mouth, I would go with this. Just because [inaudible] if there’s tickling, you’re gonna have to, like, get under here, you’re gonna have to use spreaders and, maintaining is harder than having [inaudible].
Male Speaker 1: [inaudible] focus on this one.
Female Treatment Coordinator: Okay. So, total [inaudible] 20% it’ll bring us to 24.
Male Speaker 1: This one [inaudible]. But, okay, so.
Female Treatment Coordinator: So, long as it’s $4000.
Male Speaker 1: [inaudible] I mean it’s [inaudible]. My thing is how much I, how much I got to get to get started?
Female Treatment Coordinator: So, now, that’s up to you, because I’ve explained to you, the most you putting down, the less you’re gonna pay, right?
Bart: Okay, hold on. So, what he said is, “Okay, what I need to know is how much do I need to put down to get started?” So, guys did he say I need financing for this?
Female Treatment Coordinator: No.
Bart: I didn’t hear that. You know what I mean? So, I’m gonna let the patient tell me how much they wanna put down. You wanna put down a portion now, a portion when you come in for the surgery? Are you looking to do half now, half upon surgery? What are, what are you, you know, you tell me what would make it easy and I’m gonna listen and if, if the patient says [inaudible] alright, he’s looking for financing, okay, then we’ll kind of, we’ll take that as it comes, but I didn’t hear financing, she’s going there, but I didn’t, I didn’t hear anything about financing here guys.
So, just because they asked for payment options, that doesn’t necessarily mean they need third party financing. He might be wondering, “Do I need to pay all $24000 or $25000 now? Or can I do half now and half when I come back in? Or can I do it over three months? You know, how does this work?”
Female Treatment Coordinator: We do offer a few options of, um-
Male Speaker 1: My credit isn’t good so that’s why I’m asking if I need to put down.
Female Treatment Coordinator: Okay. So, that’s the thing, so that’s the thing, the most you can put down, the less you’re gonna have to [inaudible].
Bart: Did you get what he just said? He’s said my cred is no good. So, he’s just telling you, he ain’t get no financing, he’s cash pay. That’s what that means, he’s cash pay. Right? So, forget the financing. Anytime they’re like, “Look I don’t have good credit or whatever.” You know that’s an automatic decline, it’s cash pay, so let’s, let’s talk, let’s talk in cash. But the crazy thing about this guy, is like, he was getting tired, you can tell. He was so happy to frikkin’ pick one and then get to like, “Alright, how do I buy it?”
He like picked one, “Alright let’s focus on this. How much money do I have to put down to get this done?” This is a buyer, this is somebody that’s done research, that’s saved money and it seems like he’s got a lot of urgency, this guy’s ready to go. We have to, we have to close this guy. This whole consultation guys, this guy was there, whatever it was, two and half hours, or two hours. This, this can be done, you can do this, start to back in 30 minutes for sure, 30 minutes for sure, n-,n-, no question about it.
Female Treatment Coordinator: You know what I mean? Uh, we do work with those different types of lenders.
Male Speaker 1: [inaudible].
Female Treatment Coordinator: [inaudible] I don’t know [inaudible]. But I think sky, what I can do is, I can, 2 minutes, I can-
Bart: And guys it’s better for you if we get cash. You know what I mean? You go through credit, their gonna take a fee, a substantial one. So, have somebody who’s cash pay, even if it’s like, hey, if it’s ten now, ten in 30 days, and then 7 or 8, right? 30 days after, do that all day long, let ’em pay over three months. You know, it’s gonna take 3 months to be done with it anyways, so let ’em pay over three months in cash. You know? But give the patient, the most important is you give the patient the opportunity to tell you what’s easy for them to do in terms of payment and then you can go from there. Once it’s a cash deal, once it’s cash deal, you let them talk and tell you how they want to pay. Right?
Female Treatment Coordinator: All of them and let you know to-
Male Speaker 1: I already, you know, I can’t tell you a lie, I mean.
Female Treatment Coordinator: Yeah, so I mean, we have in-house finance, but we only finance for the time leading to, um, the procedure. For implants, usually, it’s 5-6 months. I know that’s a big number and I don’t know if you can cover that, it’s $5000. You know what I mean? It’s a lot.
Bart: But it’s not a lot ’cause he knows already, he’s not gonna be approved so the guy’s got cash. And he said when she delivered the price, he was pleasantly surprised with the price. This leads me to believe he could pay me in full right now, right? But he might not want to pay in full so I’m thinking, worst case scenario, worst case scenario I’m getting a sizable down payment, maybe half right now, I’m gonna get the other half when he come’s back in for the smile design. Right? And I’m gonna take the half, I’m gonna send him to the appeture, we’re gonna get records, and get the whole thing going and be done.
Female Treatment Coordinator: So, we can offer that here, other than that you have to either, uh, if you can’t qualify we can find a [inaudible]. Do you have any credit cards, anything, how would you, how wyould you buy a car? Because they need finance too.
Bart: So, Natalia is just not picking up on that, she’s not picking up on, he doesn’t need it. He doesn’t need a co-signer. Right? That’s
Female Treatment Coordinator: [inaudible].
Male Speaker 1: [inaudible].
Bart: I don’t know if you guys caught that, right there, but he’s like, “Yeah, I got to buy a car too.” And she’s going, “Well how are you going to buy the car and he said, with cash.” She’s like, “Okay, well pay this with cash.” And he’s like, “Well I need this and the car.” So, he’s just, it’s just cash flow capital issue. He knows how much money he has, he’s trying in his brain to figure out how he can do both, right now. That’s it. That’s all we have to help, help him through here. So,, um, make sure, you wanna make sure to, listen to the patient and make a determination if this is a cash patient, if it’s a cash patient you don’t have to tell them what options you have, right? Well, you’re extremely flexible when it comes to cash payments, when it comes to cash patients, you’re extremely flexible.
“Tell me what you’re thinking, what would be comfortable for you as far as a down payment? Do you want to put down, you know, something like half now, and then you can do the other half when you come in? Do you want to break out into, you know, three payments? You tell me what’s easiest for you, um and let’s just take it from there.” That’s how you handle that, let them tell you and then go from there. Um, because there’s a lot of different things that you can do, here, with this particular patient.
Um, I’m gonna say I got a couple questions here to go through guys. Okay go ahead.
Female Speaker 3: How do you combat patients who pay cash, uh, with a monthly, get the deposit down, get the surgery, then disappear with their new teeth before the clinic gets the rest of the payments?
Bart: So, basically, how do you deal with a cash paying patient if they pay enough to get the teeth and then they stop making their payments? Well, I would have ’em paid in full before the surgery, or I certainly would not have the payments extend out passed the zirconium, personally, I wouldn’t. But would I extend through the temporary? I probably would amd even if they go non-pay or delinquent, it’s only a matter of time before they’re gonna have a problem with the temporary and when they have a problem with the temporary, where are they gonna go? They’re gonna come back to you. And before you fix the temporary, what do they have to do? They gotta come current. So, I would not extend in-house financing out past when we deliver the zirconium but my first goal is to get payment, in full, by the time of the surgery.
That’s what we want. You know, we’ll go ahead, we’ll do records, we’ll do the smile design, we’ll do all that stuff, you know, while you haven’t paid but when we get to surgery, this thing is paid for and it’s done, that’s, that, even if I had to surgery out, maybe an additional 30 days, personally, I would feel more comfortable even scheduling the surgery another 30 days if they needed one more payment in there, to get full payment before we do the surgery. It’s just very important, when you do that, to make sure that case has been started and you’ve completed the smile design, like, within the very first week, you want that done.
Because that’s going to drastically reduce the number of patients that come back with buyer’s remorse and want a refund. If you hadn’t started the case, the door for a refund is wide-open. That’s why when you close ’em, if you can get records, right now, today, you get the records that way, it’s done, case has already started, and you guys are on solid ground to defend that if it comes to a refund. And I’ve seen a surge of these refunds coming in from my clients over the last 4 and 5 months, so I’m telling, especially if, hey, especially if it’s cash or financing, you guys should have it standard operating procedure.
Once we get a signature and we get a close, then we collect some form of payment, records are taken, smile design is scheduled ASAP. ASAP, no matter what. That way if they call back in and say, “Well, yeah, I decided not to do it. I’m gonna be going somewhere else. I’ve decided, well, I could actually get it done in So,uth America or something.” You can tell ’em, “Well, unfortunately we already started the case, we’ve already collected the payment, and we’ve already done work. We’ve already done the first two steps out of the four so, um, we’re not gonna be able to issue the refund.” And a lot of times, just that alone is enough to make patients go, “Ah, crap. Alright, well, how much can I get back?”
“Well, you can get back, we’ve done 40% of the case, you can get back 60% of the case fee, you know we cannot give up the forty.” And that’s enough that now it doesn’t make financial to go anywhere else. That’ll take care of 75% of them, the other 25% will get real pissed off, they’ll be upset and you’ll give them a refund because you don’t want to deal with it but hey, it’ll work for 75% of them, you do it. Does that make sense guys? Good.
And even if, a lot of patients aren’t gonna even have a problem with it, because once they start the case, most of the time they’re not thinking about refunds anymore. It’s when they’re getting second, third, forth opinions and they have all these different things in their head and you do a really good job and you get ’em closed and committed that day, then they go home and they start thinking about all of these other things and they start second guessing it, they call you up for a refund and you guys schedule them three weeks out to get their records.
Well, you really don’t have a leg to stand on, at that point, to not give ’em a refund because you haven’t incurred any expenses delivering the service that was agreed upon and purchased. Once services have been rendered or portion services have been rendered, typically a 100% refund is off the table because you’ve already rendered the service. Make sense?
Female Speaker 3: Another one.
Bart: Okay, one more question.
Female Speaker 3: What I see is, uh, consult day, most of them are not ready to put down a deposit to start the case, how do we handle this situation?
Bart: Most of the time on the depo-, on the consultation they’re not ready to put down a deposit. Well, if it’s financing you just need to get a signature, if they approved it’s done anyways, and if they’re not ready to put down any type of a deposit, then you don’t have them closed, they’re not done, as simple as that. Because you’re not gonna tell them, “Hey, listen the deposit is 50%.” You’re not gonna tell them the deposit is 20%, you’re gonna say it’s $5000 deposit. You’re gonna ask them what they would like to put down for a deposit, so that’s not a yes or no, they can put down something. And if they’re not willing to put down anything, you can’t even get a $1000 out of this person? Then they’re not serious and they’re just not sold yet, they’re not convinced, they don’t have enough urgency. We always should be able to collect something, right here.
They’ve got a credit card in their wallet, they’ve got a debit card in their purse, they have something to secure the day for you to get them on the schedule, something, you have to collect something, otherwise it’s just not closed. That’s all. But, um, where I see most people where they miss on the deposit, it’s not the patient deciding what the deposit is gonna be, you guys are giving them a number and they’re just like, “Ah geez, well, look I can’t put down $10000 right now. I can go home and I can get this, or I need to do a check, or I can do a wire or whatever.” Because we gave them a specific dollar amount. If it’s cash pay, we’re gonna figure out what the cash is gonna be, and you don’t want to let ’em out of there without getting any money, you want to get something.
I don’t care if it’s $1000 down, and then you gonna pay, in total at your next appointment, your smile design, get the $1000, get $500. If you can’t get anything out of ’em, you know, then you probably gave a number that’s too high, or their just not ready.
Female Speaker 3: [inaudible] put down a deposit of $1000 for record taking and then never come back, what do we need to do with those patients? Records [inaudible].
Bart: Put down, so they got patients that put down $1000 deposit to take record that day and then never come back. So, you have to get them signed on the entire treatment plan, right? The perception shouldn’t be, “Hey, pay for services at the time that services are rendered.” The perception should be that they are buying the entire treatment today, but I’m allowing them to put $1000 down for the convenience but they’re committing to the whole thing. Does that make sense guys?
So, they have to feel like, “Hey, I’m committing to this dollar amount right now, we’re going to get you started with $1000 deposit but you don’t let ’em out of the consultation room without a payment schedule that’s agreed upon. Never. So, they’re gonna do $1000 down, okay we’re gonna do $1000 today what do you want to pay when you come in for the smile design? What do you want to pay at time of surgery, typically and 95% of the cases it’s paid in full by time of surgery, so how would you like to arrange it? Because I understand, hey you’re, right now, you can put $1000 on a credit card, I’m more than happy to get started on everything with that. We can take the $1000 on the credit card and what do you want to pay at your next visit in terms of your smile design. You want to pay half there and then half upon surgery?
You have to talk about the entire payment plan and get that agreed upon before they leave, that’s really, really important. Because sometimes it’s just like, we take $1000 and nothing has been agreed on in terms of when they’re going to pay for the total. And sometimes guys I’ve seen it where it’s presented that you don’t pay for this portion until we do it, and then when we do this portion you pay for it, it’s gonna be this amount. And then this it’s gonna be this amount.
So, they feel like, “Well, I’m only out $1000, I had, uh, this other doctor came in at $4000 less so I’m just gonna go with the $4000 less because I’m still $3000 ahead.” Because they were getting multiple price quotes. So, the $1000 is simply you making it easy and convenient for the patient to pay and move forward with the treatment but make no mistake about it they are financially committing to the total amount of the treatment and you’re allowing them to give they’re input and tell you how are they going to pay for it, so that way everything is super clear.
Okay guys, so I’m sorry I went over on time, there is a ton of good things, and I’ll tell you what, I think Natalia, given the fact that she came in the third 10 with two separate closes, she ended up getting the patient close, I believe the patient put down $12500 that day, he’s like, “Just run my card.” He had no qualms about it. So, it was basically pay half now and pay half at the next appointment, gave her a credit card, she ran it, it went through, no problem. Um, but the, I think the biggest takeaway here guys, is during the first 10, don’t chit-chat and don’t get thrown of course by something that doesn’t matter, get all of the most critical information, send the patient for the CT and then relay the critical information, make sure they know it.
Doctor comes in and anchors on what the patient’s feeling, that’s why they’re here by the way, and what the, how the, and where the patient wants to be. Anchor on that. Based on what I’m saying, here’s what I would do. Get’s a one treatment recommendation, and when you go in the back, again always pay attention to the patient’s body language. If you feel like they’re getting tired, do something to try and snap them out of it, get the emotion back but pay attention to the body language because the patient will tell you when they’re tired and they want you to get to the point.
And when they’re tired and want you to get to the point, summarize it, make a recommendation and get right to it, that way they just don’t run out of steam on you. Okay?
Really good call, guys, I wanna make sure also, everybody on the call, if you guys haven’t registered for the TCI annual event, I have all the seats reserved for all of the members of TCI, that are reserved, right upfront, uh, for any of you guys that haven’t reserved that’s December 1st and 2nd, in Miami, at the Fountain Blue, it’s gonna be awesome. We’ve got 4 celebrity speakers that are coming in, we’re doing a lot of really special things, uh, it’s for the TCI members, we open it up to some of the other progressive dental clients and some other newer doctors. Um, you know, but we started doing this for the TCI members but we’re gonna be recognizing certain treatment coordinators that have done awesome in the program. It’s just gonna be a really, really, really, great team event, um, and I do have, you guys are getting all of the seating upfront.
So,, if you haven’t seen, you guys can go to the, you can go to the website. Go to closinginstitute.com and you’ll see the agenda, you know, coach K from Duke is speaking, Grover is speaking, there’s a bunch of celebrities that are gonna come in and talk to you guys, about closing, about business in general and we have some brand new content there, so it’s really great. You know, if the doctors come in with the treatment coordinator and the office manager and perhaps the patient advocate, that entire business team to go, uh, you guys are gonna get a lot out of it, it’s gonna be super fun, but we’ve gone through a lot planning it to make it extra special for you guys, pack as much value into it as possible.
So, if you haven’t yet, um, RSVP’d for that, please do so because the room block at the Fountain Blue is filling, really fast. So, we’re expecting somewhere between 1000 and 1500 people at that event, um, so make sure that you guys get those RSVPs in, uh, hopefully by the end of this month, because we’re going to have to start opening up some of the seating in terms of whatever TCI members aren’t going, we’re going to open that up. So,me of them, some of the other progressive dental clients that aren’t TCI members.
So, try to get that done ASAP. If you guys have any questions, let us know. I hope you enjoyed the call. Any other questions, reach out to your account manager or the TCI team and that’s what we’re here for guys, so, I appreciate the call. Keep it simple, one treatment plan, close ’em. Get ’em done, alright? Okay. Thanks guys. Talk to you later.