Increasing case acceptance and revenue in your dental practice doesn’t require your staff to think like salespeople. Instead, it’s about empowering them to feel confident in their role as educators and caregivers. Here are three golden rules to help your team—whether they’re associates, hygienists, front office staff, or assistants—adopt a mindset that puts patients first while driving results.
Rule 1: Be a “Shareperson,” Not a Salesperson
Patients don’t know what they don’t know. It’s your staff’s job to educate them, not sell them treatments they don’t need. When your team shifts their mindset to that of a “shareperson,” they’re simply sharing the facts:
- Explain conditions and their potential impact on health.
- Outline treatment options clearly and honestly.
- Show empathy and understanding while presenting solutions.
By focusing on education, your staff becomes trusted advisors. Patients are more likely to accept treatment when they understand why it’s necessary and how it benefits them.
Rule 2: Follow Up Without Fear
Many staff members worry that following up makes them seem pushy or overly sales-oriented. In reality, follow-ups are a courtesy that patients appreciate in a busy world. Here’s how your team can reframe follow-ups:
- Think of reminders—via text, email, or phone—as essential communication.
- Use a professional, friendly tone that prioritizes patient care.
- Emphasize that the goal is to help patients stay on track with their dental health.
- Consistent, thoughtful follow-ups show your practice is attentive and organized, boosting patient trust and case acceptance.
Rule 3: Say Everything with a Smile
Your team’s demeanor sets the tone for patient interactions. Even if a staff member is having a tough day, greeting patients with a smile and maintaining a warm, friendly attitude makes a big difference. A smile communicates:
- Comfort and reassurance, especially for anxious patients.
- Positive and professionalism, leaving a lasting impression.
- Team unity and morale, even during challenging moments.
Patients who feel comfortable and cared for are more likely to accept treatment recommendations and return for future visits.
Beyond the Bite 