Stressed About Employee Salaries?

Coaching dentists to become confident leaders of a profitable practice
ask sharyn

Who “Closes” the Dental Patient?


Dear Sharyn

I have a new treatment coordinator who needs some training on how to “close” patients. I have overheard her and she seems uncomfortable when patients say they can’t afford to do the treatment. If they decline Care Credit, there just doesn’t seem to be any more conversation. I don’t know how to train her because I’m uncomfortable with this too.

J.S., CA

Dear J.S.,

My article in this month’s Dental Economics focuses on this issue. ( Frankly, I believe dentists are in the best position to “close” patients and discuss the patient’s investment. Here is why. While, you may think you are having a conversation about money, you are really having a conversation about value. Patients balk at fees because they haven’t bought into the value of treatment. When people really, really want something – they move mountains to get it. So how do you (or your treatment coordinator) have a conversation that highlights the value in context with the fees?

Here are a series of conversation starters you could have with patients:

  • The fee for this ranges from X-Y. How does this match your expectations?
  • I can imagine how it must feel for you to hear this amount. Let’s set aside the money issue for a moment, what do you see as the benefits of this treatment?
  • How important are those benefits to you?
  • What do you see as the next best step so that you can get this treatment? What would you like to accomplish first?
Subscribe to the Bite-Sized Practice Management Newsletter: Tips, Scripts and tools designed for dentists in a hurry.​

Download the Dental Wage Planner

View your current payroll costs at a glance and forecast the impact of potential raises. You will be able to see any compensation inequities, compare payroll costs to your production and calculate the costs of proposed raises against your production goals. 

DOWNLOAD: The Stress-Free Guide to Attract World-Class Dental Employees

Sign up below and we’ll send you the free guide straight to your inbox

Inspired Us to Dream Bigger, and it Works

“As an Office Manager, I’ve seen a great difference in my practice since starting with Sharyn. Three years ago our staff was in turmoil with a lot of infighting and gossip and some jealousy directed towards me.

I had given up because everything I did was judged. Now I have learned to have more one-to-one communication and by being more vulnerable with individuals I found my leadership voice. As a team, we’re all focused on the same goals.

Last year, in August we produced $88,000. This year we’re on track to produce $111,000 this month. I know it’s because we learned how to follow through with patients and communicate our expectations while building our systems.

Sharyn has gotten us out of our comfort zone and inspired us to dream bigger and it works.”

–Sharon St Pierre, Sperbeck Dental Care

The Stress-Free Guide to Attract World-Class Dental Employees

You’ll learn how to