| DON’T say | DO say |
|---|---|
| “We collect at time of service.” | “Let me help you with our payment options.”
“We’ve eliminated billing to keep costs down for you.” |
| “office policy” | “Here are some options.”
“Let me see how I can help.” “Here’s what we can do…” |
| “We need…”
“We require…” |
“We ask that..”
“May I suggest…” |
| “This is what you have to pay” | “We let you know in advance the fee of the estimated co-payment so that you will be prepared. We’re here to help you. We’re happy to provide the service.” |
| “up front” | “in full”
“at your visit…” “at the time of |
| “loan” | “payment plan” |
| “finance company” | “They do all of our billing for us.” |
| “application”
“credit check” |
“They ask a few simple questions.” |
| “if you are approved” | “We’ll have all the paperwork ready.” |
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