You know your practice will get this question at least once a week, if not once a day. Does your staff know how to answer the question? Do you know what they’re saying? One of two things is currently happening. They are either doing a good job of answering the question or they are doing a less than stellar job of answering the question.
Here are few “scripts” your staff can use to answer the question.
“Thank you for contacting our practice. To answer your question, there are several things that influence the price of a hearing aid. This tends to be true at our practice and probably most other practices you contact.”
The first thing you need to consider is whether you want to pay a one price for the hearing aid and then pay a fitting fee or do you want the fitting fee to be included in the price.
Secondly, almost every hearing aid will need to be reprogrammed several times as your hearing loss changes. If reprogramming is not part of your original purchase price it can cost several hundred dollars each time you need a change to the programming.
Service can also be included in the price and hearing aids will need periodic maintenance and repairs and these fees can add up as well.
Finally, comprehensive programs that include things like free batteries and are also available.
Because there are so many options I would encourage you to make an appointment to meet with our audiologist/hearing aid dispenser in the office. They can talk about what level of options you would be interested in and can provide you with a realistic price that meets your expectations initially as well as over time.”
The exact wording that your staff will use is not as important as the consistency of the message they convey. More importantly the potential customer asked a question that they expect to have answered. Telling them that you don’t provide prices over the phone is not what they expect to hear.
The better prepared your staff is to answer the “price question”, the more likely the customer is to make an appointment. And after all that is the point of the entire exercise.