Sometimes patients just don't want to do what you suggest that they do, and they come up with their own ideas and their own plans. I've found there's three little words that really make a difference as far as getting them to comply. Here are those three little words, "It's our policy." The people may say something like, "Well, I don't know if I have the money to pay today can I just wait until then end of the month to pay?" "Well, it's our policy that people pay at the time the service is rendered. I think we'll need to have it today."
They say, "Well, can I just cancel this appointment and just schedule one for a couple weeks down the road?" "Well, it's our policy that if you cancel within 24 hours, that we charge you for the appointment. I wouldn't cancel today. I would come in today." Anything that you do if they say, "Can I just pay part of my bill?" "Well, it's our policy that--" and you hide behind it's our policy. Even if you're the only person in your office, and a lot of you are. If you're the only person in your office, you can still say it's our policy. Then, of course, they go with policy. Use that. It's a very good catchphrase. This is David Kats. Thanks for listening.
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