This is one of the largest obstacles to getting to yes.
Stop this from occurring early: We should try the best we can to keep this from happening by bringing in both decision makers.
But even with the best efforts, this still happens.
What should you do?
Still schedule them: When dealing with the absentee parent, the next step should always be scheduling. When scheduling them, the next appt would be for impressions, braces. Why?
Visiting spouse is likely to be more persuasive if an appointment is already scheduled
The followup call by the TC will not be to simply ask if they are still interested, but rather, to confirm a scheduled appointment
A willingness to schedule the next appointment is a strong buying signal.
Script:
Patient: “I need to talk to my husband.”
TC (empathizing): “That’s fine, I certainly understand.”
TC (Clarifying): “ How much time will you need to talk to your spouse? Today is Tuesday; if I give you a call on Friday, would that be adequate?”
Patient: “Yes, Friday would be fine.”
TC (Addressing objection): “ Why don’t we go ahead and tentatively schedule your son’s appointment for braces today. Then, after you talk to your husband, if you decide not to move forward you can let us know, but otherwise we will have this time reserved for your son on our calendar.”
TC (Asking for agreement): “How does this sound?”
The Litmus Test:
Yes, let’s do that: translate to a strong likelihood of starting
“No thanks, let’s hold off until I’ve talked to him/her”: This is bad news and usually translates to “Not yet, I’m shopping.”
Let them call the spouse: This is a TC tactic that has good success.
Script: “ IF you would like, I can give you a few minutes of privacy to call your (husband/wife) and discuss what we have gone over. I can leave you alone with the door shut and when you are finished, you can open the door to the office to let me know when to return. Would you like to call them now?”
The worst thing that can happen is the spouse declines the offer, no one will mind the TC suggesting it.