How to Say “No” to a Discount Request

I have recently reviewed some interesting recorded consultations between client TCs and potential patients involving fee issues which will be the subject of the next couple of postings.

One of these involved a patient that had been to two other practices previously and asked the TC, point-blank, if she would lower the fee to match the competing practices.

That is a tough position to be placed in if you are a treatment coordinator; obviously, you aren’t going to comply with that request, but what do you say to it?

The TC here was polite but direct – “it’s not negotiable, it doesn’t work that way”. These responses are typical of what most TCs would say if put in this situation, and they do end the discussion on lowering fees.

However, they do not provide a reason for it.  And the reason is important, because without a “why”, there is no closure for the practice visitor on the fee issue.

Which brings us to the important issue of how to explain your unwillingness to negotiate your fee.

The policy that you must have with your fees is simple: it must always adhered to. Which means that your fees are always the same. You can offer discounts for a variety of reasons as long as the amount of the discounts, and the policy under which they are applied, do not vary from one patient to another.

When this is in place, addressing a request to lower fees is easy. As follows:

“Our policy is that it would be unethical for us to charge two different fees for the same amount of value to two different patients. For that reason, we cannot lower our fees.”

This statement will stop the discussion on fees in its tracks.

The TC should then conclude by saying:

“However, we are willing to work with you on the financing terms to come up with a payment schedule that will work for your budget. (Refers back to fee sheet) What would your preference be for payment terms?”

Note that by concluding this discussion with a question, the TC retains control of the conversation, and invites the visitor to negotiate – on terms, not pricing. If the patient prefers treatment at your practice, they will usually follow the TC’s lead, and work with the TC to come up with a mutually acceptable outcome.