We’ve heard many objections from patients over the years that at times can be frustrating.
...do the needles hurt?
During the course of your day, chances are you have heard similar objections from patients. The truth is, objections are a “buying” sign.
If someone is not interested in your care, they won’t even bother voicing any objections - they’ll just leave and never come back.
Objections are signs that people are ready to move forward and all you have to do is address their objecting concerns.
Here are 4 Steps To Overcome Patient Objections:
1) Listen
Listening is one of the greatest tools we have as practitioners. It’s important to “hear out” your patient’s objections and then respond with a cohesive and gracious answer. Acknowledge the patient, thank them and repeat their objection back to them. Ask the patient if you have a firm understanding of their objection. Be clear and concise.
2) Return The Objection
What I mean here is to return the objection back to them. Let me illustrate…
Your patient walks in and says:
“Your prices are too high for me to pay right now.”
You can return their objection by saying something to the effect:
"My prices reflect the quality of care and the consideration I give to my patients by helping them achieve their health goals. I am here to help you achieve your health goals and feel better. I am confident I can help you."
When you do this, it allows patients to answer and overcome their own objections.
3) Ask For Confirmation
Once you feel as though you satisfactorily answered their question, confirm the answer.
Say something like:
“Have I answered your question for you?”
Patients like to know you have "heard" them and will make it clear their objection was or was not answered to their satisfaction.
4) Close The Objection
After you and your patient have gone through steps 1-3, it’s time to "close”" the objection.
Simply ask them:
“Would you like to take the next step and allow me to help you achieve your health care goals?”
If they bring up another objection, rinse and repeat these steps.
Dealing with patient objections can be difficult! Every objection that a patient has can be overcome easily if you have the right answers. When you successfully overcome a patient's objection(s) you convert them to a first time paying patient.
We’ll talk soon,
Jeffrey Grossman, EAMP
“Be prepared to help patients overcome their objections"
