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Dr. Ron’s Blog Challenge

I’M LOOKING FOR YOUR COMMENTS:  This week I had one of my clients call with a disturbing situation.  His staff person informed him that she loves working for him (over two years); she thinks he is a wonderful guy and takes extraordinary care of their patients; and she feels he does beautiful dentistry…..however, she told him that she “thought his fees were much too high “for the area” and that his patients can’t afford him.”  In addition, she said: “if we didn’t get free dentistry from you, my husband and I couldn’t afford your fees.”  “As such, such we suggest our family members go to another dentist who will take their insurance as paid in full.”   Incidentally, this staff person is his financial coordinator!  What advise would you give to my client?  What problems is he faced with?  What is the long-term outcome of his future growth?

Dr. Ron, THE DENTAL COACH 

Dr. Ron is the only Master Certified Dental Coach (MCC) on the planet. He has blended 20 years of clinical dental practice with executive roles in financial planning and investment management along his graduate business training to provide his clients with the tools, support, and accountability to accomplish more. About Dr. Ron, "I count you as one of life’s best finds", says Dr. Gary Imm of Reisterstown, Maryland. He has authored many articles; manuals; ThinBooks ^tm; TeleClasses and if you visit http://www.drarndt.com you can receive one of his FREE reports, "9 Painful Mistakes Dentists Make in the Hiring Process"

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6 Responses to “Dr. Ron’s Blog Challenge”

1. Linda Zdanowicz Says:
   October 1st, 2006 at 9:39 pm

   Hi Dr. Ron, Your client has a problem all right. His FC might think he’s a nice guy, but she doesn’t believe in him. It’s one thing to ask to review fees, it’s another to send potential pts. to another dentist who is breaking the law by accepting ins. as pymt. in full. She probably transmits her feelings to your clients patients too. Her lack of tact and support make me think he’d better find a new FC. I don’t think talking to her will change her mind. It’s not the fact that she thinks his fees are high, it’s her approach and the fact that she sends patients elsewhere that bothers me. It sounds like she’s telling those people her feelings, and they’ll tell 2 people, and they’ll tell 2 people and so on.
   Linda
   Linda

2. Fred S. Hecht Says:
   October 3rd, 2006 at 11:22 am

   A great news letter, has something for everyone. Keep up the effort ,i really get alot out of your postings. When are you going to see the Tut exhibit, if you wish i would love to meet you in Phil Fred

3. Julie Farley Says:
   October 4th, 2006 at 11:11 am

   Hi Coach, I see many challenges in this situation. First of all the financial coordinator states the fact that the dentist does “beautiful dentistry” and treats his patients with “extraordinary care”. This dentist SHOULD be charging a fee that is in accordance with his treatment. I would also assume that if he treats his patients this way, he also treats his team accordingly..

   When your team does not buy into fees, than your patients are going to sense this. Your team needs to be passionate about what they do in the office.

   I have worked with team members who do not agree with fees and also experienced first hand patients leaving the practice because of it. Her mind is not going to be changed and it is only going to get worse with fee increases. (which should be a part of every practice yearly)

   Moving forward, I believe that the dentist should discuss with her the opportunity to be successful elsewhere, maybe where the fees are less….

   However I doubt she will be happy with the wage that will be presented to her by the office that takes “insurance for payment” and “adjusts the balance off”….

4. Dr. Ron, THE DENTAL COACH Says:
   October 8th, 2006 at 5:12 pm

   Both Linda and Julie have some very helpful insights that we all might want to consider for our own offices. It appears that both feel that this staff person is not likely to “change” her mind. Using Julie’s words: I would have to suggest that this staff person “be successful somewhere else.” That was my recommendation to my client. Thanks for the feed back.
   Dr. Ron, THE DENTAL COACH

5. Tracy Says:
   October 14th, 2006 at 8:11 pm

   I, too, believe this attitude is of critical concern to the doctor and his practice; however, it may be that this FC does not understand the expenses to run a practice. If this employee respects her doctor and his work, it may be that this team member may only need a little more understanding and training. I have found it helpful to realize the costs involved in running a practice and recognizing that expenses do relate to fees, wages, etc.

   If an employee values dentistry and what it has to offer them and their patients, I believe there is no sales ticket “too high” to present to a patient.

   If I were this doctor, I would ask his FC if she wants to represent a practice of “K-Mart” or “Nordstroms” caliber. If her priority is to offer a bargain, then I also concur that she needs to find a practice suitable to her comfort.

   If she wants to work for a reputable and exceptional dentist, she needs to learn how to present treatment and the fees associated with those services. She has to feel good about the fees and the work the dentist provides. It’s sounds simple, eh?

6. Holly Says:
   November 13th, 2006 at 9:48 pm

   As a team member (hygienist) of a practice with fairly high fees for the services we provide, I have faith in my Dr’s work and believe in his expertise and quality over quantity. Our patients leave having had a dental experience that is unforgettable! We have had many patients leave our practice for someone that “took their insurance” and came back because they were not happy with the “customer service” they recieved. Face it, patients don’t know a good filling from a bad filling, just how they feel when they are in your office. If a team member can’t convey that or isn’t comfortable conveying that value to the patient, they need to learn it or appreciate it! As a financial coordinator, patients are going to question the fees, especially a new patient who has probably been “shopping” around!! Body language is powerful and if the FC is uncomfortable with fees and feels the services provided aren’t “worth it”, patients will pick up on this. This means lost $$$ for the doc and lost $$$ for our bonuses!!

   I heard a funny story once about a new haircut place in town that had a big sign out front “$6 haircuts!!” After a few weeks of slow business, the more expensive and personalized place across the street had a sign up saying “We fix $6 haircuts!” Not to say you need a sign that says “We fix bad dentistry”, but your patients should feel a level of customer service that makes them value to prices they pay for the services provided and team members need to feel that way too, not be forced or talked into feeling that way! Good luck!!

   Holly

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