What to say when a parent says “I need to think about it”
It is rarely about thinking. Four things that sentence usually means, and how to find out which one you are hearing — without pressuring anyone.
When to stop selling and get the doctor
Some objections are financial. Some are clinical. Working a clinical objection as a coordinator is the fastest way to lose a family for good.
Bonus structures that do not distort behaviour
Pay a coordinator on case acceptance and you will get case acceptance — including the cases that should not have been accepted.
What to look for when hiring a treatment coordinator
Most practices hire for dental experience and end up disappointed. The traits that actually predict a good coordinator, and how to test for them.
Presenting treatment when the child is not in pain
The hardest case in pediatric dentistry: a parent looking at a happy, comfortable child while you explain a two thousand dollar plan.
Stop handing over the printout
The treatment plan printout is a summary of a conversation, not a substitute for one. What happens when you lead with paper.
Build the value before you say the price. Actually do it.
Everyone agrees with this in principle and almost nobody does it in the room. What it looks like in a real presentation.
The silence after you say the number
Most coordinators lose the case in the four seconds after they state the price. What happens when you let the pause sit.
How to explain PPO and HMO without using the words PPO or HMO
Parents do not care what their plan is called. They care what it pays. A plain-language way through the insurance conversation.
“Can we just do the one tooth?”
Phasing treatment is legitimate. Cherry-picking is not. How to tell which one a parent is asking for.
“Let me check with my husband”
Usually true, usually fatal. The case does not die in your office — it dies at a kitchen table you are not sitting at.