We’ve all been there. A patient comes in for consult, is a good candidate, and then leaves unscheduled. Although frustrating, this can be a helpful learning experience to opportunity to refocus on the basic. Check out these tips to improve patient conversations and break down objections, to get your patients closer to, “Yes!”
LISTEN – The most important thing you can do as a patient counselor is to listen to the patient’s reasons for wanting to the procedure their concerns and questions. Your sales pitch will be different for each patient depending on what you hear them saying about the above items.
RELATE TO EACH PATIENT – Find something in common with each patient and expand on it during the consultation process. Also, (if applicable) talk about your own experience and highlight the positive results the procedure has had on your life or your patients. This helps build a trusting relationship with the patient.
REASSURANCE – Be very clear and make it a point to always congratulate the patient on being a candidate for the procedure. Be genuinely excited for the patient when they find out so that they leave being reassured not only about the procedure but also about going to your practice, a place that is truly dedicated and happy to change people’s lives with vision care.
KNOW THE PROCEDURE – Each counselor should watch or have the procedure. You should understand and know the steps, the technology, the results the knowledge across the board from Doctor to OD to counselor should be consistent. You should be an expert on the procedure and can answer patient questions quickly.
KNOW YOUR PRACTICE – Every counselor should know and project what your practice stands for and should be able to communicate it:
• Red carpet service
• Truly individualized care and personal attention
• Complete value (LASIK starting at a fair price, advanced technology)
• Experienced, friendly surgeons with great bedside manner (know their credentials, experience and updated results)
