Make it easy for patients to say "Yes"

Several years ago, Cheryl and I were looking to upgrade the “sorority house.” (With six daughters and a great wife, that is what I call our home!)

During the process, we ran into an exceptional salesman who was hosting an open house in a new development we were considering. Cheryl’s first impression of the house was positive so we went in. Within moments, she was taken with the floor plan, design, and décor. Then she started asking “buying questions” like these:

"Do you have a plan that includes an additional buffet in the kitchen?"

"I would prefer the front stairway to be hardwood instead of carpet. Do you have that?"

"The bay windows are beautiful. Can we have those all across the family room in the back?"

As I listened to his responses, I realized that he never once told her "NO" or that she could not have what she wanted even when she couldn’t. If there was something that was not available or a request he could not accommodate, he simply responded by giving her options of what WAS available. By never telling her “no” he gave her lots of opportunities to say “yes.”

He was a real pro. Not slick, just accommodating and very engaging. I really started enjoying watching him operate. It was almost like a tennis match. Cheryl would pitch him a question to which he would respond with alternatives from which to choose.

“Can I get the cupboards in boysenberry blue?” If they did not have that color, he responded, “Cheryl, we have several blues from which to choose. Do you think you would prefer Ocean Pacific or Deep Sea Blue better?” He always gave her something to which she could say “yes!”

After his spectacular performance, I complimented him on his communication skills and professionalism. Then I asked him where he learned to do that. “I am a former 6th grade school teacher,” he said. He told us that he learned early on with 12 year-olds that it was easier to give them lots of opportunities to say “yes” instead of telling them “no.”

There are many opportunities in the dental office where the immediate answer may not be “yes.” But with some creativity and quick thinking, you can always give the patient some options to choose from to which they can say “yes.” Here are some examples:

Patient: “Can you send me a bill?”

Team member: “We have several payment options available Mrs. Jones. Would it be easier for you to leave us with a credit card number or would you be interested in our third party payment program?”

Patient: “Are you open Saturday?”

Team member: It sounds like you have a busy schedule. In addition to Saturdays, what other times during the week to you have that might be a possibility so I can explore all the options?”

Every day there are temptations to say “no.” When those come up, give patients options to which they can say “yes.” Give them lots of choices and you’ll start hearing “yes” more often.