Have you ever wondered what is going on in the minds of your patients when they cancel their dental appointments? What in the world makes them think they can do this? Don't they know it makes you crazy? Have you ever considered that perhaps you have unknowingly taught them to cancel?

I was talking with a dental professional the other day about our upcoming Stopping Cancellations one-day. She proceeded to tell me that she was planning to cancel her own dental appointment! I was surprised and began to ask her why! She proceeded to list the excuses I typically hear, such as, too busy, not enough money right now and it won't hurt to wait another two weeks. I decided to probe further to see if I could uncover the real objection. To my surprise she wasn't really clear what was going on deep inside her mind until I began to ask questions. Then it became an AHA MOMENT for both of us.

I asked her:

1. Why did you say YES to the appointment in the first place? She responded that it all happened so fast and she didn't really know what she was saying yes to! AHA!

2. Did you know the cost and have a clear financial arrangement in writing that she signed? She laughed, of course not. AHA!

3. Do you know WHY you need this treatment? What are your CONDITIONS? She said she is not really sure. All she remembers the doctor saying was that he wanted to finish out his books for the month. Oh my! Now, I am sure the doctor or a team member shared her conditions but she didn't "get it". AHA!

4. Lastly, I asked did anyone share with you the importance of finding a time on your schedule with the least likelihood of an interruption. We know you are busy and so are we so if you need to change your appointment we are happy to accommodate your request as long as we have TWO WEEKS notice. She said she didn't remember anyone saying anything like that. AHA again!

No wonder she wanted to cancel and I can't say that I blame her, really. Does this scenario open up some areas of concern for your practice? Would you like to know more? We would love to see you soon for a FUN FILLED DAY to learn more about what you may be doing to teach your patients to cancel and/or not pay their bill. By the way, I can't stand boring seminars so be prepared to laugh!

 Director of Private Programs & Speakers Bureau. Paula Harriss was voted the 1991 Entrepreneur of the year in Knoxville, Tennessee, as owner of two local companies. After selling her businesses, she became treatment coordinator for a six-doctor practice. Joining our Dental Boot Kamp Coaching Team in 2000,she inspires teams with her contagious enthusiasm and commitment to excellence. Additionally, for select practices, she specializes in cross-training a “seamless team” and going “front desk less.” Paula has become one of our Lead Faculty in not only our Dental Boot Kamp Level I, Masters Experience as well as various one day seminars across the country. She has expert skills in marketing, collections, financial arrangements and eliminating insurance dependence. A professional organist, Paula lives in Bainbridge, TN with her husband and is the mother of five daughters.  She can be reached at paula@thecoachingcenter.net