Objections are a normal part of your practice. They are also opportunities if you change your mindset! To help you reframe objections and see them as gifts, Kirk Behrendt brings back Miranda Beeson, one of ACT’s amazing coaches, with advice and strategies so you can overcome the most common objections you hear in your office. Help more of your patients stay in your chair! To learn how, and to hear more about Miranda’s dental administrator’s course, listen to Episode 777 of The Best Practices Show!
Learn More About Miranda:
More Helpful Links for a Better Practice & a Better Life:
Episode Resources:
Main Takeaways:
- Reframe how you think about objections.
- Train your team to build trust with patients.
- Identify what a patient is actually objecting to.
- Create a welcoming space for patients’ objections.
- Use “Feel, Felt, Found” to affirm your patients’ feelings.
Snippets:
0:00 Introduction.
3:23 Miranda’s background.
4:25 Why this is an important topic.
6:31 Identify the true objection and use the “pillow”.
9:02 Train team members to build trust.
11:21 Acknowledge your patients’ thoughts and feelings.
15:20 Use the Feel, Felt, Found method.
19:20 Patient objection example: “I don't want to do X-rays.”
20:53 Create anchors and talking points.
24:21 Patient objection example: “I don't think I really need fluoride.”
28:09 Patient objection example: “I want to go home and think about this.”
29:31 Patient objection example: “It’s too expensive.”
30:51 Keep trying Feel, Felt, Found.
32:02 About Miranda’s course for front office administrators.
33:54 Last thoughts.
35:46 Celebrate when you or your team does well.
Miranda Beeson, MS, BSDH Bio:
Miranda Beeson has over 25 years of clinical dental hygiene, front office, practice administration, and speaking experience. She is enthusiastic about communication and loves helping others find the power that words can bring to their patient interactions and practice dynamics. As a Lead Practice Coach, she is driven to create opportunities to find value in experiences and cultivate new approaches.
Miranda graduated from Old Dominion University, and enjoys spending time with her husband, Chuck, and her children, Trent, Mallory, and Cassidy. Family time is the best time, and is often spent on a golf course, a volleyball court, or spending the day boating at the beach.
