Try This Next Time A Patient Gives You a Financial Objection

In dental practices, it’s common to face objections related to money. However, it’s important to remember that what you are really selling isn’t just a service—it’s about health, wellness, and improving the lives of your patients. When you keep this in mind, financial concerns can often feel secondary.

Here’s how to approach those “money objections” while keeping the focus on the treatment and your patient’s health:

1. Focusing on the “Purpose”

At the heart of every dental treatment is a patient’s health. When a patient hesitates to move forward, it’s crucial to steer the conversation back to the reasons they came to you in the first place. Focus on their health goals, not just the cost.

• Health is the priority: As a doctor, your main goal is to help your patient become fully healthy—not just partially healthy. When a patient is unsure about moving forward with treatment, it’s often not about the money but about their understanding of why they need it.
• Avoid getting stuck on payment plans: Don’t get bogged down in long discussions about interest rates, insurance, or financing options. These details become important only after the patient fully understands and commits to the treatment.

2. The Real Issue is Often Not Money

When a patient hesitates or objects to the treatment, it’s essential to recognize that money might not be the root cause. Often, the real issue is fear or a lack of understanding. As we cover in the MGE Communication and Sales Seminars, the patient not wanting to pay for the treatment is usually a sign that he or she isn’t really closed on doing the treatment plan in the first place. And if you dig in more about the treatment, the real reason that is keeping them from closing will come up.  Identifying the underlying concern will help you address their hesitation more effectively.

• Fear of treatment: Sometimes, a patient’s reluctance to proceed with treatment isn’t about finances at all—it’s about fear. They might be scared of needles, concerned about pain (like with a root canal), or simply worried about the unknown.
• Lack of understanding: In other cases, patients may not fully grasp the consequences of not getting the treatment. For example, not understanding the long-term issues of leaving wisdom teeth in or the risks of untreated cavities.
• Clarify the treatment’s importance: If a patient hesitates, go back to explaining the purpose of the treatment and how it benefits their overall health and well-being.

3. Engage the Patient’s Desire for Health, Not Just Payments

Focus on the emotional and health benefits that the treatment provides, not just the financial aspects. By tapping into your patient’s personal reasons for seeking treatment, you can rekindle their desire for better health and a happier, more confident life.

• Ask open-ended questions: To uncover the real reasons behind their hesitation, ask the patient why it might be important to them to stay healthy. Get them talking about their goals, such as having a beautiful smile, feeling confident, or being pain-free.
• Link their goals to the treatment: Once they express their reasons, show them how your treatment plan directly aligns with those goals. It helps make the connection between their health and the value of the treatment.

4. Don’t Let Money Become a Barrier

Financial concerns are common, but don’t let them derail the entire conversation. If a patient is fixated on money, take a step back and remind them why this treatment is important for their overall well-being.

• Be patient and empathetic: Sometimes, a patient might use money as an excuse because they don’t want to face the real issue—whether it’s fear, misunderstanding, or something else. In these cases, don’t back down.
• Keep the conversation open: Stay patient, continue the conversation, and help them see the bigger picture. It’s about providing them with the best care, not just pushing a sale.

5. Be Persistent, But Never Pushy

Persistence is key in dental sales. Don’t give up on your patient, but always maintain empathy and understanding. You’re not just trying to sell a treatment; you’re offering a solution that will make a positive impact on their life.

• Remember your intentions: As you work through these objections, remind yourself that you are genuinely trying to help the patient. If they sense your sincerity and care, they’ll be more willing to work with you.
• Personal experience matters: Share personal stories if appropriate. For example, I can tell you from experience that a dentist once took the time to address my real concerns (even though I initially said no). She helped me understand the need for wisdom teeth removal, and once I understood, I was ready to move forward with the treatment.

6. Take the Conversation Back to the Purpose

If financial objections start to dominate the conversation, it’s helpful to pause and refocus. Revisit why the patient needs the treatment and remind them of the long-term benefits. Once the health benefits are clear, the payment part often becomes easier to discuss.

• Put finances on hold for a moment: If the conversation starts to stall over payment options, insurance coverage, or costs, temporarily put those aside. Revisit the reason you’re discussing the treatment in the first place—helping the patient achieve their health goals.
• Revisit the money discussion later: Once they are emotionally and intellectually ready to proceed, go back to discussing the financial aspects in a more collaborative way. By then, they’ll likely be more open to figuring out how to make the treatment work.

Conclusion: Keep the Focus on Health, Not Just the Payment

The next time you encounter a patient who’s hesitant because of financial concerns, try focusing on their health goals first. Make sure they understand how your treatment plan will lead them toward a healthier, happier future, and the payment conversation will follow naturally.

When in doubt, keep the lines of communication open, and always remember: you’re not just trying to sell a service; you’re offering a solution that will significantly improve their well-being.

Want More Tips or Assistance? If you ever have a sales-related question or need any further assistance, please don’t hesitate to reach out! You can call me at 727-530-4277 or email me at Dennisd@mgeonline.com