When is it acceptable for a dental practice to discount fees on the phone?
Almost never on the phone. The phone is the wrong place for fee negotiation because the caller has no clinical context, no relationship with the practice, and no investment in the outcome. Discounts offered on the phone train patients to expect them and devalue the work. In limited situations after a consultation, certain hardship cases or specific procedure categories may warrant a discount that fits a defined policy. The policy gets defined in advance and applied consistently, never invented in the moment. Phone teams trained on appropriate discounting know how to mention that discounts may apply in some situations without committing to anything: ‘There can be times when discounts for certain situations apply, which is why a consultation with the doctor is the right next step.’
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.