Don’t ask a Yes/No question – ask HOW

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Don’t ask a Yes/No question – ask HOW

don't ask yes or no, ask howOne of our clients was an Orthodontic Practice. Parents weren’t paying for their Initial Consultation on the day of the consultation. “Please send me an invoice“, being the most common answer to the Receptionist when asked “Would you like to pay for your consultation today?“. The invoice was sent out (extra work), and parents were followed up if the invoice wasn’t paid, which happened quite frequently (extra work). 

So, we asked a couple of questions and this is what we did to solve the problem.

1: We gave the Receptionist a short script to follow for when an appointment was being made. Part of that phrasing was “We take payments for initial consultations when you come in. Will you be paying by cash, credit card or eftpos?

2: a short letter or email was sent to the client to confirm the appointment and to mention that payment could be made by cash, credit card or eftpos.


3: After the consultation, the Receptionist added the word HOW to her question about payment … “HOW would you like to pay for your consultation today, by cash, credit card or eftpos?“.

Did this work? A resounding YES. Why? Because the client was told three times (on the phone, by letter/email and, finally, in person in the Waiting Room – with other people looking on.)

MOTTO: Don’t ask a Yes/No question if possible. Plant the seed about payments a few times and then ask HOW.

By | 2020-03-30T06:43:15+00:00 March 12th, 2015|Uncategorized|0 Comments

About the Author:

Have you ever wondered why a client does business with you and then ignores your invoice like they had no intention of paying it in the first place or they treat you like their own personal line of credit, leaving YOU dangling, waiting months for their payment? Unfortunately this situation is all too common and can even be puzzling for the most experienced business owner. If you’ve ever had to handle outstanding accounts or you are just so over non-payers, then we can help. Real-world skills, solutions, tips & strategies to get more accounts paid on time, and, most importantly, how to maintain customer goodwill while keeping YOUR cash flow in the positive. You will find the blog posts helpful but to get real results, contact us by using any of the forms on this site, by email or by phone. I’ve been involved in the management of accounts for over 30 years, heard every excuse in the book, can spot a non-payer at 20 paces. Finance Companies in the 70s (systematic, tough), professional firms in the 80s (no systems, too gentle) and, since then, just about every other sort of business you can think of. I’ve written books on the topic, spoken all over the place about it and the blog in this website is my way of “giving back”. I hope you find it helpful.

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