THE PERFECT CONSULTATION

I received this email from Simon Belford and I have had permission to share his experience with a brand new patient with you. Please read and observe The Perfect Consultation. Simon has taken my Ethical Sales & Communication Programme several times

A potential new patient contacted me via the “dentists4implants” website and was Interested in replacing a missing upper molar that had recently been extracted by his NHS dentist.

The website enquiry is automated to my e-mail which arrived on a Saturday evening around 8.00pm so I responded to his e-mail ensuring him that we could help him and that I would call him first thing on Monday morning when I had the diary in front of me. He replied that evening and was genuinely impressed that his enquiry had been acknowledged so promptly. This was his personal business e-mail which had details of the business that he was in. I had some spare time Sunday evening and decided to Google his business and researched his business. There were some you tube videos that I watched and I found GENUINELY interesting. When we came to meet for the consultation I spent a great deal of time talking about his business and what he does and I complemented him on the content of his website.

We built excellent rapport and then moved onto his missing molar. He also had a molar missing on the left hand side but this had been taken out many years ago. The upper lateral incisor was de-coronated but he was seeing his NHS dentist to have this tooth root-filled and then a post crown. I also found out that he was not happy with the overall colour of his teeth. We talked about the long term prognosis of a post crown, how long the procedure would take and the benefits to him of replacing his front tooth in terms of his training courses and being in front of a group of people everyday. I then expanded on this with the whitening procedures available and of course the benefits that he would gain. Finally, after giving him a rough indication of costs, I informed him that we had time to schedule this procedure for the following week which would address the issue of the missing front tooth immediately and how would he like to proceed. The patient was delighted that we could help him and from an internet enquiry for a single implant the patient signed up for : 2 implant supported molar crowns (one with GBR) 1 immediately loaded implant to replace the broken incisor 2 large composite fillings 1 course of tooth whitening A total of £7600 largely due to up sale from the original enquiry!

So what did I do differently?

1. I contacted him promptly and delivered on my promise to organise an appointment
2. I showed GENUINE interest in him and what he did for a living
3. I built good rapport
4. I found out what his concerns were before trying to sell him JUST what he had originally enquired about or what I thought he wanted
5. I asked him “how does that sound” and would he like to proceed

He never once questioned my fees and he paid me £3,700 on the first appointment. Do you think that I will ask him for a testimonial about his implant journey and the care we delivered? Do you think I will say at the end of the treatment what a pleasure it has been treating him and if you have any family or friends who you think would benefit from the services we provide would you please give them this card? “