By: Samuel Ruiz
For many dental practitioners, the ability to effectively convert patient inquiries into accepted cases is essential for sustained success. In such a saturated market, the Case Conversion Institute (CCI) sets itself apart.
Led by Joshua Lingerfelt, a seasoned expert in dental practice consultancy, CCI’s innovative approach to improving patient care and case acceptance is reflected in its impressive track record. To date, CCI has helped numerous dental practices significantly boost their revenue and enhance patient satisfaction.
A Holistic Approach to Patient Care
Joshua’s philosophy centers on the belief that successful case acceptance begins with excellent patient care.
“Dentistry is a very institutionalized industry,” Joshua explains. “It’s not just about selling a treatment; it’s about building trust and ensuring that every step of the patient’s journey is handled with care and professionalism.”
By focusing on patient care as a core element of the sales process, practices can naturally increase their case acceptance rates.
Joshua’s methodology involves working closely with dental teams to identify and strengthen the weakest links in their patient care processes. “If you do one thing really well and one thing really badly, it’s that bad thing that’s going to screw you up way more than all the stuff you do right,” he says.
This approach has proven to be effective in practices where even small improvements can lead to significant financial gains.
Key Performance Indicators (KPIs) for Success
Joshua emphasizes the importance of tracking specific KPIs to gauge the effectiveness of a dental practice’s patient care and sales processes. Four KPIs stand out as particularly crucial:
- Time to Dial a New Patient: How quickly a practice responds to a patient inquiry can make a substantial difference in whether that patient decides to proceed with treatment.
- Time Spent on Patient Calls: “A big hallmark of a bad phone call is a short phone call,” Joshua notes. Ensuring that staff spend adequate time with patients on the phone can help build trust and establish a strong foundation for case acceptance.
- Show Rate: The percentage of patients who actually show up for their appointments is another critical metric. Joshua works with practices to improve this rate by ensuring that patients feel emotionally invested in their appointments.
- Case Acceptance and Financing Rates: Perhaps the direct measure of a practice’s success, these rates indicate how often patients agree to proposed treatments and opt for financing options. By offering financing to every eligible patient, practices can significantly increase their case acceptance rates.
Training and Implementation
The Case Conversion Institute’s training programs are designed to be practical and immediately impactful. Joshua begins by conducting a thorough analysis of a practice’s current processes, often using call recordings and practice management software like Dental Intel to identify areas for improvement.
One of the cornerstone techniques Joshua teaches is the “Three E’s” framework for handling patient objections: Echo, Encourage, and Easy-Question. This method helps dental teams address patient concerns in a way that acknowledges their emotions while guiding them toward logical decisions.
“People make decisions based on emotion first and foremost,” Joshua explains. “If you calm a patient down, they’re much more likely to consider logical solutions.”
Role-playing and live practice sessions are integral to Joshua’s training approach. He regularly meets with dental teams to drill techniques, offering feedback and encouragement along the way. Joshua takes care to mention that he does not expect trainees to get it perfectly within the first week, either. He recognizes that mastery takes time and consistent effort.
Achievements and Practical Outcomes
Joshua’s approach has been effective for various practices. One practice experienced a notable increase in production within a month after adopting his strategies. Similarly, another practice that concentrated on enhancing its financing offer rate observed a significant rise in its monthly production.
The experiences of practices working with the Case Conversion Institute have generally been positive, with many reporting improvements in their operations, revenue, and patient satisfaction. “If you fix the weakest link in your process, you can keep your conversion process strong,” Joshua emphasizes.
The Case Conversion Institute offers a comprehensive approach to improving patient care and case acceptance in dental practices. By focusing on key metrics, offering practical training, and addressing both the emotional and logical aspects of patient decision-making, Joshua Lingerfelt has helped many practices achieve remarkable results. As the dental industry evolves, practices that focus on patient care and continuously refine their processes are well-positioned for long-term stability.
Published by: Martin De Juan
