Dear Sharyn,
We haven’t raised our fees in two years, and now I see we are at the 60th percentile in our area. I want to raise us to the 70% percentile this year and then do periodic increases until we reach the 80th percentile. But given the impact of inflation on our patients and how price-conscious people can be, I’m worried that patients will get upset about the fee increase. How do I answer their questions about why we’ve increased our fees?
L.S., TN
Dear L.S.,
There are two parts to an objection or complaint: the facts and the feelings. You need to respond to both and I would start with feelings.
“Patient, I know it’s frustrating to see that our fees have gone up. Getting an unexpected bill isn’t fun.” This opening statement shows you empathize with the patient and it will reduce their tension.
Then you share the facts. That’s why we haven’t raised our fees in two years. We want to keep your dental care as affordable as possible while also not cutting back on the quality you deserve. This is a balance for us too. We do have some payment options to make this manageable for you – would you like to learn about those?”
