What to do when a patient says “That’s expensive!”

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It’s happened to all of us.

You’re discussing treatment options with a patient and tell them the fee.

They seem surprised and tell you outright — “Wow, that’s expensive!”

What do you say? How you reply is very important because it can mean the difference between completing the case or losing the patient.

That’s expensive — Dr Mark Hassed from Dr Mark Hassed on Vimeo.

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One thought on “What to do when a patient says “That’s expensive!”

    Brett Taylor said:
    July 4, 2017 at 8:12 am

    Hi Mark. I agree with your basic premise (agreeing and not arguing) however I don’t like the word “expensive” hanging in the air because it can have negative connotations. So my reply to “That’s expensive” would be “yes it’s a lot of money, more than my first car cost to be honest”. A “lot of money” is different to “expensive”, but less judgemental. By linking it to something real (your first car) you put the purchase in context. My first car seemed like a lot of money at the time, but not now, as I hope the dentistry will seem.

    Love your work Mark. Keep it up.

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