How should a dental practice handle an outbound second opinion when a patient who went through the full selling process leaves to shop the case elsewhere?
By recognizing that trust broke down somewhere in the process, then arming the patient with information that helps them evaluate the second-opinion practice honestly rather than just on price. The outbound second opinion is almost always a signal that the trust factor was not fully established or got damaged. The first response is to fix any specific issue that contributed. Beyond that, send the patient with their Case Report in hand and a separate questions-to-ask document for evaluating the second-opinion office. The questions probe what most competing practices cannot match: What does the quoted fee actually cover. Does it include written promises or warranties. Will the treatment process there involve constant hassles. Will the other practice maintain communication during a multi-month treatment phase. Is the other practice committed to painless dentistry. Most second-opinion practices cannot answer these questions well. The patient comparing honestly sees the gap. Without the question prompts, the patient compares only on the quoted fee and the practice that shaved a thousand dollars wins by default.
If the answers you are finding here resonate with you, my team and I work with a small group of clients each year. The next step is a complimentary Discovery Consultation and Practice Review with Dr. McAnally.