Your patient starts off the consultation like this: "I've been doing a lot of research, and it seems like hearing aids are a ripoff. Everywhere I look online I see people who spent $6-7k and hate their hearing aids." Yikes. Which of these is closest to your response?: A. "Well Mr. Jones, unfortunately a lot of patients get fit with the wrong hearing aids for them, or work with a HCP who doesn't provide the best care, and they end up getting poor results. You won't have that experience here."
B. "Hearing aids can be expensive, but the research actually shows that the vast majority of people who are fit properly end up getting great outcomes." C. "It sounds like you have a lot of concerns. I'll make sure we address those, but first let me ask you, what brings you in today?" Let me break out Google Translate and tell you what the patient is hearing:
A. "There are a lot of bad options out there, but I'm one of the good ones. Take my word for it." B. "I hear what you're saying, but you and your internet research are wrong. I'm the expert here." C. "Let me move this conversation along to something I'm more comfortable discussing." Yep, trick question.
Sorry about that. When a patient comes in and dumps their negative viewpoints, watch out for your natural tendency to:
become defensive
educate/correct
deflect
Instead, look at it as a gift. They've just teed up the #1 thing they're most concerned about, and given you the opportunity to act as their Trusted Guide and help them see clear path to their desired outcome. Be empathetic, get curious: "I always appreciate when someone comes to me who's been doing their own research. That tells me this is important to you, and you want to make the best decision for you.
In spite of the negativity you've read online, you still came in to our clinic - why is that?" Takeaway?
When people feel heard, they're more likely to hear you.
