Turning Price Shoppers into Loyal Patients

"How much does a check-up cost?"—a seemingly simple question, yet one that can make or break a potential patient's decision to choose your practice. Many Front Office Coordinators struggle with this because they fear saying the wrong thing or losing the caller if the price sounds too high. If their response is simply a quick price quote and nothing more, the conversation can end before any connection is built. The result? A lost opportunity.

In some practices, price inquiries are viewed as interruptions—just another caller asking for numbers, likely to move on to the next practice. But in reality, every price inquiry is an opportunity to secure a new loyal patient. How your front office team handles these calls can determine whether a patient books with confidence or keeps shopping around.

Rather than simply quoting a fee, a skilled Front Office Coordinator:

• Asks qualifying questions

• Communicates the value of the service

• Builds rapport

• Leaves the patient wanting to schedule an appointment

It's a common misconception that price shoppers only care about finding the lowest cost. Often, they don't know what else to ask. Patients want reassurance that they're making the right choice, that they'll receive quality care, and that they're in capable hands. A conversation focusing on value, care, and connection is far more likely to convert an inquiry into a long-term patient relationship.

Your front office team plays a crucial role in shaping first impressions and securing new patients. Without the right skills, they may unintentionally turn away potential patients. With training, they can confidently navigate price inquiries, communicate the value of your services, and turn callers into committed patients.

Empower your team with the skills to convert inquiries into loyal patients. Join our Best Practice Phone Skills Training today and start seeing the difference in your patient bookings!