To lay some groundwork for how you get your patients to say YES, I’m going to start by first sharing a bit about my own successes. Not to toot my own horn, but I want you to know I have real credibility on this subject. I’ve been studying these principles for over 25 years — I’ve analyzed everything, tested everything. I literally have it down to a science.
I know how to get people to say YES, and I can teach you how to do it, too.
Over the past 15 years, I’ve created and given four presentations that generated from well over a million dollars, to several millions over time. Meaning, I got up in front of a room full of people I didn’t even know, and in just a few hours, got 50% – 70% – 90% of the room to do what I asked — to get them to say Yes. And not one at a time, mind you, but en masse.Heck, some of you are clients today because you said Yes when I asked!
I put myself in what I call “fertile ground”— and only fertile ground. That is, I put myself in situations — events, speaking engagements and the like — so when I ask for something, I’m highly likely to get Yesses — a LOT of them. I also know how to present information in a highly influential way. (And just so you know… one of my Golden Rules is to avoid asking for something if I don’t expect to get a YES).
For me, stages and events are my fertile ground. For you, your office is your fertile ground, your garden in which to grow a profitable business. It should be designed, decorated and operated for one thing — to grow your Practice through new clients, conversion and compliance. It’s the one and only reason you have that office. Your waiting rooms, treatment rooms, the building itself, your staff, everything should be perfect. You’re the driver, the one in control of every piece of that Practice, and every piece matters.
You create fertile ground with lots of seemingly small things that all add up to one huge impact on a patient. To assess how fertile your ground is, honestly answer these questions about your current process:
For New Patients
- When a new patient comes in for their first visit, does the look and feel of the office elicit thoughts like “Wow! Nice!”OR, do they just think, “So… this is the office.” The colors, the furniture, the fabrics, the pictures, the music all make a big difference.
- Is every new patient given a small New Patient Welcome Gift of some sort right away, and told it’s from you? (Thus engaging the Law of Reciprocity before you even meet the patient for the very first time; you do something for them… and they’ll do something for you). Does the staff respond in the “right way” when thanked by the patient?
- Are you formally introduced to the new patient by a staff member who tells you a few things about that patient?
- Is the new patient given an office tour by a staff member in the right way at the right time?
Every new patient needs to be put at ease, and made comfortable in your place of business. Patients should already “like you” before they even meet you. And, you must realize the HUGE role your staff plays in all this. They are either helping you… hurting you… or being neutral. And if they’re being neutral through their actions (or inactions), words and behaviors, they’re actually hurting you. You have control — every word from every staff member on a patient’s first day should be orchestrated to perfection. If not, your ground is not as fertile as it could be.
For ALL Patients
- Is everyone on the staff consistently excellent at handling the phones? (or is some refresher training in order?)
- Does the staff dress and act impeccably, and treat you with authority?
- Is your physical appearance impeccable? (And if you’re a man, do you have facial hair? If so, you need to shave! There, I said it, and have been saying it for years. I’m sorry if you’re offended, but the fact is that people do not respond as well to men with facial hair… in any line of business. If you want to get people to do what you want — to say Yes — you should lose the facial hair. Every little thing matters. You want to maximize every advantage you possibly can, so why do something that knowinglyworks against you?)
- Do you present services, offerings or products to every patient every visit so they have something to say Yes to? (For example, the patient who comes in twice a year for cleanings and X-rays — do you even give him the opportunity to buy something? If not, you’re missing the opportunity to increase frequency of visits, and raise average revenue per patient.)
- Do you regularly ask patients for referrals?
We have more great posts about getting patients to say YES coming soon… so stay tuned to the Scheduling Institute blog for more updates and information!