The Simple Stuff

Yesterday my work was with a budding micro-corporate in North London.

The morning meeting was with the Principal and 4 associates.

We talked about the simple stuff first.

The specific wording required to answer patient FAQ’s chair side.

1. Why are you charging me £4,000 when I can see this same treatment advertised in town for £3,000?

2. That’s a lot more to pay than I expected

3. I’m not really bothered with that solution, I just want this

4. So what’s the difference between NHS and private?

5. Why can’t I have this on the NHS?

6. Can I think about it?

7. You look young – have you done this before?

and so on.

After 3 hours we were still talking about the simple stuff.

The afternoon meeting was with three practice managers.

We talked about the simple stuff first.

The specific wording required to answer patient FAQ’s at the front desk and on the telephone.

1. How much do you charge for an implant?

2. What’s your price for Invisalign?

3. Are you accepting new NHS patients?

4. Why can’t you see me for another 2 weeks?

5. Can I pop in today?

6. Will you see my kids?

7. So what’s the difference between NHS and private?

8. I don’t have my phone/diary/debit card with me – can I call you back?

9. Why are you asking for a deposit – you never asked me before?

10. Why am I seeing Dentist B – I always see Dentist A?

and so on.

After 3 hours we were still talking about the simple stuff.

You have to get the simple stuff right.

Is your simple stuff being done properly?

Are you sure?