How do you find the underlying motivator that brought a patient to the phone in the first place?
By asking, listening, and following up. Nobody dials a dental office at random. Something happened. Physical pain in a tooth. Embarrassment about a smile at a recent event. A spouse’s comment. A photograph that triggered the call. A milestone like a wedding, a graduation, or a job interview. The motivator is sitting underneath the surface inquiry, and finding it changes everything about how the rest of the conversation runs. The front office team member should be trained to ask open-ended questions that surface the real driver, then capture the answer in writing so it follows the patient through the rest of the journey. The doctor walks into the consultation knowing what the patient actually came for. The case presentation gets shaped around that motivator. Conversion rates climb. None of this works if the motivator never gets surfaced at the front desk. Ask.
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.