Episode : #1,208: Avoid the Artificial Yes: Why Accepted Treatment Still Falls Off the Schedule

Podcast Description

Dentistry is most important when a patient is in the practice. As soon as they leave, there are a million other parts of their life competing for priority. Tiff and Dana discuss how to talk about dental care with your patients so it doesn’t get lost under the heap of everything else.

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Transcript:

Tiffanie (00:01)

Hello, Dental A Team listeners. We are back again to podcast with you. To yeah, I loved that Dana. Dana’s got some excitement in her veins today. I think it’s nice out. Honestly, it’s nice out. I had I had to close this window the last podcast. That’s what you saw me do. and then I have another window open and I’m in Phoenix. We don’t open our windows often, and I’ve only got like probably thirty minutes left of this window being open.

DAT-Dana (00:27)

Right.

Tiffanie (00:29)

but it’s energizing. I feel like

I just need the fresh air and and it’s just beautiful out. So I can imagine Dana where you are if it’s this beautiful here and then Brodie’s in he’s forty five minutes south. So he’s in Tempe and he sent a picture and it was more beautiful and I’m like, gosh, go another hour and a half past that towards Dana. It’s gotta be just gorgeous down there right now.

DAT-Dana (00:51)

It is. I feel like though Phoenix can just be gorgeous and be gorgeous. Further south, and there’s an as you know, Tiff, because you kind of grew up in this area.

Tiffanie (00:58)

Mm-hmm.

DAT-Dana (01:00)

if it is sunny and beautiful, then typically it’s paired with wind, right? So I feel like my windows are never

Tiffanie (01:04)

This is

DAT-Dana (01:06)

open because even when in the temperature is beautiful enough to have them open, the wind is going and I don’t want all

Tiffanie (01:12)

yeah.

DAT-Dana (01:13)

the desert dust you know, sitting in my living room. So

Tiffanie (01:17)

I love

what you just said. I love it. So Brodie texted me a picture and I said, Gosh, that’s prettier than here. I said, This is this weather is the only thing I miss about living in Sierra Vista. And what you just said, people say, Why did you move? Like the weather was the weather is better in Sierra Vista. It literally is. The temperatures

DAT-Dana (01:33)

Yeah. Yes.

Tiffanie (01:35)

are better. You get a better winter, you get better seasonality. Like it is just better. And people say, Well, why did you move? And I say, Because of the wind. I legitimately

90% moved because I couldn’t you just can’t be in it. It whips your hair, like it hurts my hair hitting my face as a child. I remember the pain of that and the tangles and brushing my hair out at the end of the day because I had to walk home from the bus. Like legitimately, Dana, the wind. I can’t handle Southern Arizona winds. Yeah. Yeah.

DAT-Dana (02:12)

Yep, yep, you

hit it. You hit it right on.

Tiffanie (02:15)

Spent

my I spent my whole childhood there. I lived in Sierra Vista till I was what, twenty? I think I moved up here when I was twenty. I can’t I can’t do it. So yeah, I love that you said that. And everyone listening, you just got a nice little taste of the Arizona weather history there. It’s never changed. It’s still windy. So if you want wind, go down south. If you want really cool honestly, it’s it’s beautiful down there. So if you haven’t visited Southern Arizona, meaning

Like Phoenix is cool too. Obviously Sedona. But if you haven’t been south of Phoenix, Tucson has some really cool stuff. But then you get into like Saurita, where you are, and Senoida, there’s like wine country, there’s Tombstone, Isbe. Like there’s a lot to do down there. And I discredit it and disvalue it ’cause I grew up in it. but it is really beautiful. And

on to dental. Yeah. Yeah.

DAT-Dana (03:08)

Yeah, but my windows just stay closed. So I can look at

the beauty. I just Yep. Right. Yeah.

Tiffanie (03:13)

My windows stay closed because it’s too hot. So in Arizona we just don’t open windows. Okay.

It’s just stifling in our house all the time. It’s fine. So on that note, dental. Dana, we get fed podcast topics. and then you and I, I love that you and I are just like, nah, we’re not gonna do that one today. I don’t I didn’t like the other one. So today we we already talked about kind of

Prepping for changes and and systems that work in the midst of change. That was a a podcast we just recorded. So if you haven’t heard that one, go back, find it after this one. You don’t need it beforehand. But they kinda go I think they kinda go hand in hand because one change that we oftentimes don’t prep for because we don’t know it’s coming, is accepted treatment still like falling off of a schedule. And I think that happens a lot. I have a lot of practices that are like,

It’s full until the day before or two days before or gosh my hygiene schedule’s full six months. I can’t get ab get anybody in. But then the week of it’s falling apart. So we’re not here to talk about hygiene. There’s plenty of those podcasts. Go search it. But we are going to talk about why accepted treatment still falls off of the schedule. And Dana, right before we started this podcast, you said something and I was like, Yep, another drop mic drop moment from Dana. She’ll always give them to us.

I would love for you to repeat what you said right before we got on this podcast because I think that it’s true and I think that’s where we start.

DAT-Dana (04:38)

Yeah. I I am known for my brutal honesty tips. So what I

Tiffanie (04:42)

Ha ha

DAT-Dana (04:44)

said before we got on is like treatment that falls up after the fact is typically for the same reasons that we hear patients give us that they don’t schedule to begin with.

Tiffanie (04:53)

Yes, yes. And I got excited about that because I believe that oftentimes we work so hard in like the sales side of dentistry that or not that we work so hard on the sales side of dentistry to get a yes that they’re just like, okay, yes, fine, I’ll schedule it. Like, well, what about this hurdle? What about this hurdle? And yes, I wanna work objections and I wanna I wanna get over hurdles.

But I think Dana, in what you said, you said the same, they they fall off the schedule for the same reason that people don’t schedule. And I wonder if not every time, but if sometimes those patients who are falling off weren’t actually a yes, they were a let me out of this office right now, right? Because I I’ve taken a lot of

Communication courses, a lot of relationship style courses. I’ve done a lot of emotional intelligence and just like communication stuff. And something that is tried and true in every aspect of anything that I’ve done extracurricularly is the relationship comes first. And

Knowing

the person, knowing the why, knowing the reason, and speaking to that and overcoming, helping someone overcome an issue or a problem and seeing better on the other side is the most important factor. And oftentimes in our objections and our conversations of our hurdles, I wonder if that aspect of the communication gets missed because it’s more about checking check boxes.

than it is about investing in the person. And maybe I’m being wild, but when you said that, that’s where my brain went and I was like, gosh, it’s the relationships. Dana, what are you what’s your perspective? What are you seeing on your side?

DAT-Dana (06:47)

Yeah, I 100% agree with you. And I feel like when because we hear it all the time when we go into park, well, it falls out because life happens, right? Well, you’re right.

Tiffanie (06:55)

Yeah.

DAT-Dana (06:56)

Life is going to happen. and typically we will also kind of say that like dentistry is most important when the patient is in the office. So then when life happens, right, it becomes less and less important. And I think that you’re absolutely right. And to me, it tells me that like

I actually didn’t really listen and get to the bottom of what actually was holding the patient back or what their no actually was. And so yes, I got a yes, which great, but I didn’t actually get a yes that meant I’m fully committed, I fully understand, I’m fully ready to go. and so then that’s kind of why we see it fall off. And I feel like

The biggest thing is life is going to happen for your patients when they leave the practice. So if they don’t know where, when, how to prioritize the dentistry that you are talking about with them in life happening, then we didn’t get it right.

Right, because life is gonna happen and I need to know that if my dog chews 35 Legos, like she’s been doing every week and has to have an emergency vet visit, right? That

Tiffanie (08:00)

Yep.

DAT-Dana (08:01)

like I know where my dentistry needs to fall in the spectrum of the things of my dog eating 35 Legos, right? Do I need

Tiffanie (08:08)

Yeah.

DAT-Dana (08:08)

that crown or does the dog need to so life happens, absolutely.

Tiffanie (08:12)

Yeah.

DAT-Dana (08:13)

But I think our biggest tool is

treatment coordinators or people that talk about treatment or even the dentists, right? Tre doing the treatment planning in the back is they need to know where to prioritize the dental work that needs done with the life things that are going to happen. And I think when we just get that artificial yes, that didn’t happen.

Because they

Tiffanie (08:34)

Yeah.

DAT-Dana (08:34)

left and something came up in their life, or they left and were just like, I do it all the time. I go to Target, I put all these things in my cart, and as I’m walking up to the thing, I’m like, I don’t really need that. Or

Tiffanie (08:44)

Mm-hmm. Mm-hmm.

DAT-Dana (08:46)

you know what? I don’t, I don’t really need my lips moisturized. That chapstick can go. Right. And so

Tiffanie (08:50)

Yep. Yep.

DAT-Dana (08:51)

those things start to happen. And if you think about doing that and you think about, okay, well, how

What would make someone take the dentistry out of their cart, right, and stick it back on the shelf? It’s probably because we didn’t get to the bottom of what is important to them. We didn’t build that relationship with them. We didn’t understand who they were and how they make their decisions. And we didn’t get through to them where to prioritize this decision and all the other decisions they’re going to make the second they leave the office.

Tiffanie (09:21)

Absolutely agree. Absolutely agree. And that’s not something that I think people innately know how to do, especially in the workplace, because in my opinion, we think of work as transactional, right? You go it work, the word work is transactional, right? You do something for something. you work out at the gym to get stronger, right? To get healthier. You do something for something. So it’s always transactional.

And transactional doesn’t always translate to the emotional side of it. And we miss that mark. And in in dentistry, dentistry is weird, right? Because d medical, like med they don’t have to think about this very often, right? One, they’ve got a million people walking through the door all day. They don’t it’s a rare occasion that someone’s really concerned if you’re coming back or not. So if you have a provider like that, please by all means share it on all the platforms because we all need one.

In dentistry, one, it’s that’s not how it happens. We don’t have a million people coming through the doors. And two, we actually literally are more invested in the people that are coming to our practices. Dentists in general sought out dentistry for a different reason than many medical professionals at least are practicing now, right? I think that they probably had a good reason to get into it, but throughout the years something shifted and changed for for many people. My point of that.

is that we discredit that emotional side of it and we become more transactional where it’s like, okay, the next step in the in the flow is schedule. And so we’re like, okay, great. I reviewed the estimate. You’ve got that estimate. No questions. Great. Let’s schedule. Right. And then they’re like, I’ll call you. And we’re like, well, what difference is let me get you on the schedule now. So that I would hate for you to forget. Let me put you on the schedule now. We’ll block out the time. And then if if there’s you get to work and there’s a work

Event in the way, give me a call. Right? I’ve done that a million times. Like, no, no. Now I’m supposed to say, Well, let’s get it on the schedule, because now it’s on the schedule, it’s accepted. Right? But then that patient is like laxadaisy about the appointment or what have you. Because I didn’t I didn’t ask what’s holding you back. Like, great, tell me more about this. Tell me when I would sit patients down for a treatment plan, I’ve I’ve done this for a long time. And in the same practice I had

the

awesome opportunity of testing out a million things over the almost 13 years I was at this practice and I’ve watched myself evolve. I can look back now and see like how I evolved from the transactional to the they sit down in front of me and I’m like, hey, they said you need a crown. Wha how what do you think about that? And sometimes patients were like they would just cry. They’re like, I don’t even I don’t have anything like this. Or sometimes patients are like, I knew it was coming or can’t they just pull it?

Like now I’m in a conversation and now I can learn more about the patient, their thought process, their priorities, right? Like can’t you just pull it? Well, tell me why that’s where you jump. From a crown to a pull, for me, that’s a massive, that’s a massive jump. Let me tell you why. And then you tell me why you took that leap. What’s the priority there for you so that I can understand more? But instead we’re so transactional, we’re like, no, that would be wild. You need a crown.

And it’s gonna be this much. And we stick to that transactional checklist instead of being like, Well, let me be curious, like what makes you wanna just pull out the tooth? Because to me, in dentistry, you blew my mind with that statement. So tell me why you want to pull that tooth out. But we don’t always think to ask those questions. So Dana, like this is all very Kiera would be like, Yes, Tiff, this is great, but like what’s the track like what’s the action item, right? So like

This is all great. How do we train? And I know you and I both work on this with practices, but how do we train a treatment coordinator or a doctor, right? A dentist diagnosing can do these things too. So what

DAT-Dana (13:30)

Yeah.

Tiffanie (13:30)

are some like tips that you give practices to say, hey, get more relational and less transactional without saying those words?

DAT-Dana (13:38)

Yeah. I

I think one, it is just just like you said, it’s kind of shifting your mindset. I always teach teams at the end of the day, we want the yes, right? But we want a yes that is good for both of you, right? Like you as a treatment coordinator and them as the patient. And just getting a yes, like you said, is super transactional. So to me, how I train teams is we have to just ask more questions. We have to ask what’s holding them back. We have to ask.

what would a budget be that they’re comfortable with? We have to ask like if they feel like third party financing is an option for them. We have to ask if they even want to save the tooth. We have

Tiffanie (14:14)

Yeah.

DAT-Dana (14:14)

to just ask more questions. And I feel like

It’s again, I like gonna highlight the podcast we did before. Please go find it. It was a good one, but like it comes down to communication and it comes down to just asking more questions because every question that you ask is going to break down a barrier in some way. And it might present a new one that we have to work through, but it’s getting treatment coordinators to understand that your job is to partner with the patient and figure out a way. There is

always away. And I like I say this all the time. There’s no financial barrier that you like really can’t truly overcome. You can break down treatment, you can break down payments, you can pay ahead of time and then add third party. You can like there are you have to get super creative sometimes, absolutely. But you have to really feel in your bones that it is so important for this patient to have done what is needed to be done and you have to be willing to ask whatever question it takes.

to get to the point where you can both feel really good about a yes. Not just you, because you got the yes. You both have to feel really good about the yes.

Tiffanie (15:23)

I totally agree. Yeah, that was beautiful. And then get some pre-collect.

DAT-Dana (15:28)

Yes.

Tiffanie (15:29)

I the money mindset is far overlooked. there’s a statement I wanted to remember to say. One of the things that I learned in all of the training that I’ve done is to be more interested than interesting. And I think about that all the time because human nature is to talk about ourselves, right? Or to be right or to have the the

most information and in dentistry, especially my treatment coordinators, my office managers, my billing reps. Like we I think sometimes feel like we have something to prove, right? That we’re we do know what we’re talking about because there isn’t a formal you don’t get to go to school to be a treatment coordinator and you come out with a certificate or a degree in treatment planning. Like you just don’t we learn it on the job. We learn it by going to CE. We learn it because we hired a consultant, the Dental A Team and they were wonderful. Like

We learn these things through doing it. And so I think sometimes we wanna make sure that people know what we know what we’re doing. So we can get a little transactional in it and a little dry. So making sure that we’re being more interested, meaning to Dana’s point, like asking more questions. Be be in the why, be in the why is it that way? What do you feel about that? Tell me more, right? So the one aspect. And then the the

like hurdle of the collecting in advance or something you’ve already paid for, right? Everybody, it’s all over Instagram. You guys just look up like girl math, right? But this is one majority of your patients are probably female. I’m just gonna point that out there. Okay. So girl math works. Two, I don’t think it’s just women who think this way 99.9% of the time, right? Money out, money spent is already gone. You’re likely not going to have someone call you and it it does happen. I’m not gonna say it won’t.

It does happen, especially for large sums, but it is going to be very rare that someone calls and says, Hey, my dog ate 35 Legos yesterday and I need that $600 that I put towards that crown back so I can take him to the vet. They’re gonna find another way to pay for the vet bill because they’ve already paid the $600 or whatever towards the treatment that they’re getting done at your practice. So whether they’re paying full in advance, they’re paying partial, having some skin in the game.

And

having committed financially locks it in place. And it is a psychological proven skill that works every single time. Money is already gone. We’ve already accounted for that money to be gone. We’ve already formulated a plan to get it back. And we’re we’ve moved forward. So Dana, do you I do you still this is a real question? Do you still find that you

Have pushback from teams to collect in advance. I feel like for me, it’s like less and less over time. It’s 2026 now, and the time of recording this, I can tell you five years ago it was much different than it is today. What are you seeing? you see more new clients than I do. I don’t, I don’t

DAT-Dana (18:38)

Do

Tiffanie (18:38)

take on new clients, so you’re gonna have a better pool to choose from. Are you still seeing pushback from teams when it comes to pre collecting?

DAT-Dana (18:48)

Feel like I do still see some because it’s an uncomfortable space. It’s a new space. And I think anytime we’re putting people in a new space, you do get a little bit of resistance, but it is nowhere near what I used to get because honestly and truly Tiff, teams are exhausted in trying to

Tiffanie (19:03)

Yeah.

DAT-Dana (19:03)

build and rebuild and refill and backfill and replace what they’ve already replaced in their schedule. And and I think that.

For so long, like yes, cancellation policies are great. Yes, all those pieces we wanna have them in place, but I think

Pre-collecting, I think, works wonders in that area. And I think that team members are willing to do things or try things like just to keep their schedule solid. So

I agree with you. I think that more and more team members are open to it. More and more team members also just understand, like I think sometimes just put your patient hat on and yeah, I’m probably not gonna miss an appointment that I’ve already paid for. And so I do feel like

A lot of my calls are around like just schedule changes and then the process of that. And then, you know, we’re trying to chase down patients because they’re working the same hours we’re working and and all of that. And I think teams are exhausted from trying to fill and backfill their schedule. And so I do think that like pre-collecting in those pieces, because again, it’s like a yes that you can be super confident is a yes.

Like I

Tiffanie (20:17)

Yeah.

DAT-Dana (20:18)

said before, I yes, it feels good for both of you. I think when it’s yes and there’s a financial commitment that feels really good for me because I know that patient is invested, is going to come. And that’s probably not a spot unless there’s a super rare thing that pops up that I’m gonna have to then do that extra behind the scenes work to fill. And so I

Tiffanie (20:39)

Yeah.

DAT-Dana (20:40)

agree with you. I think teams are a little bit more open to it. I think teams are a little bit

more willing to kind of see the benefits of it because honestly and truly schedule changes I think are still just a really big highlight in a practice. And anything that’s going to lighten that load, I think is massive for teams.

Tiffanie (21:02)

I

completely agree. Thank you. I hope that the dentists who are listening today heard that. The office managers who are listening. Because I I think, Dana, from what I’ve seen, I agree with you. I think teams are exhausted and they’re like, I’ll do it, I’ll try it. Right. And I think we have to we’re so used to paying for things these days before we get it. It used to be like, Well, I can’t get like I don’t get my stuff from Target. Like I walk out and I pay for it at the same time. But now

It’s an Amazon Prime culture. We’re paying for things before it ever ships to our door. And I’m gonna tell you right now, there are times that that thing never even comes. Right? It never gets here. And I’m like, it’s lost in someone’s trunk and they’re sending me a new one. massage therapists, right? I booked a massage for a surprise massage for Aaron a couple months ago. I had to pay online, I had to pay on the app to before I could schedule the appointment for him. So I’m like, well, he’s he better freaking go because I already paid for it.

concert tickets, there’s nothing there’s not a lot right now that we pay for that we’re not paying before we get the thing. And we’re paying pretty far in advance for something. So it’s that culture, that mindset has shifted. But I think that business owners, it’s it’s personal. Right? They’re paying for your treatment, for your business, for you to provide them with something. So it’s more personal. And I say this because to

To everything that Dana said, I want you to take that to heart because I think it’s more often a dentist and a business owner that says, my team’s not going to like that, than the team saying no, we won’t do that. And so I want you to give them the chance, the shot, the opportunity to make their lives easier and get the actual yes. Because in my opinion, case acceptance is scheduled and paid for. Treatment that is scheduled and paid for.

Is accepted, right? And I don’t hold that, I don’t, that’s not my like standard bar for everyone. You guys get to decide what that looks like, but to Dana’s point, scheduled and paid for is less likely to fall off the schedule. So if that’s where you can set your bar, you’re gonna have a more full schedule. So I love that, Dana. So I would say one, I loved your ask more questions, so B

Be invested in the person, be interested in who they are and why they’re making decisions the way that they do. And I think Dana, something you said was how are they making the decisions? Like how, what is their priority in the decision making? If you can get to that point in just asking more questions and being interested in them, you’re gonna get your yes. And then I would say if you don’t do some sort of prepayments, if your schedule is falling apart, even if it’s not, I think it’s smart. But if you’re someone who’s here because that title said

accept a treatment is still falling off your schedule, put in those pre-collects. At least collect a portion, I would say 50% to 60% down holds the appointment. Dana, thank you so much. I knew this one would go I knew it would go well. We didn’t super prep for it. And I feel like the ones that we don’t super prep for are the ones where our minds really start getting on a a good track. So Dana, thank you for your time today. Thank you for your nuggets as always. And

On behalf of everyone, Dana, thank you for your brutal honesty. Always a pleasure. Thank you. It’s

DAT-Dana (24:25)

Anytime

Tiffanie (24:27)

always accepted. I love brutal honesty. and with that, that is a wrap for today’s podcast. You guys go re-listen. There were some gems in here. Like Dana, thank you so much. You you dropped some massive gems, and business owners, try it, just try it out, see if it works, see how it works, see how you can manipulate it to work best for you guys. If you guys need help with it, [email protected].

Also TheDentalATeam.com, you can sign up for a live like video call session with our team, and they’ll help you figure out the gaps and figure out a way to fill those gaps. And so [email protected] and TheDentalATeam.com as always. Thank you for listening. Drop us a five-star review below. We love to hear from you. And we’ll catch you next time.