When a caller finally reveals their real concern, what should my team say next?
Repeat it back and agitate it a little, so they feel you truly get it. Hearing the pain isn’t enough. You have to reflect it. If a caller says she doesn’t want two years in braces, don’t just nod and book her. Say, “So what you’re telling me is it’s the length of time. Spending years in treatment is just not something you’re willing to do. Did I get that right?” Now she feels understood, and the problem you will solve is named out loud and on the record. Keep your listening ears on, because the real reason often slips out later, and when it does you jump on it. Saying “I understand, I’m in braces too” makes it about you. Make it about them, mirror it back, and let them confirm.
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.