Book Contents
New Patient Call
Intake call
Do you take my insurance?
Why aren’t you on my plan?
New Patient Conversations
I just want a cleaning.
I don’t want to fill out this long paperwork.
I had a bad experience with my last dentist.
My last hygienist didn’t say anything about this
Why do you need x-rays again? I just took them at my last office.
Insurance Conversations
Will insurance cover this?
I’m maxed out on insurance. Can we wait?
Why do you charge more than insurance covers?
Why can’t you tell me if this is covered?
Could you file a pre-determination?
Which insurance do you recommend?
Why did you leave my plan?
I’ll just wait until my insurance renews.
Since insurance doesn’t cover it, I won’t do it.
Case Acceptance
I’ll call when I’m ready.
I hate coming here.
How long will this take? I’m in a hurry!
Are you sure this is necessary? Maybe I need a 2nd opinion.
I’ll have to talk to my spouse about this.
It’s not bothering me so I’ll wait.
Why can’t I just get another filling?
If I don’t do it now, when does it absolutely have to be done?
Fees
How much will this cost?
Don’t tell me your fees went up again!
Why are you making me pay up front?
I don’t want to pay you up front. Just bill me.
I’m 75. I don’t want expensive treatment at this point.
There’s no possibility I can afford this.
We can’t afford this. I’ll just send the kids here
Cancellations
I got called in for a meeting for tomorrow. Can I reschedule?
I’m in the car – I’ll just be another 10 minutes.
I have to cancel my appointment tomorrow…
You never sent me a reminder so I forgot to come.
How dare you charge me a fee!
Rude Patients
I’m not filling out this damn paperwork!
So I guess I’m paying for this fancy office.
Did the doctor’s green fees go up?
You people are crooks! I’m not paying for this.
Response for when patients are rude only with the team.
I had to wait 15 minutes for a 15 second exam.
I’m having a dental emergency but I can only come in after 3:00.
Did They Really Say That?
Could you pull the gold crowns from my dead husband?
Here’s my dead dad’s dentures. Can you refit them for me?
I tried pulling my kids tooth out with a string but it didn’t work.
I’m having an emergency. My teeth are sweating.
My teeth are so sensitive after you remove that stuff protecting them.
Mom & grandma had dentures by 30 So I’ll Get That Too.
It’s windy and I don’t want a dry socket.
Don’t touch my chewing tooth.
A Note from Sharyn Weiss
After 25 + years of consulting, I realized that at the root of every scheduling gap, collection dispute, and late cancellation was a broken patient conversation. I wrote What Do I Say? so that dental teams would have practical responses to the questions, objections, and awkward moments they face every day.
What Do I Say? is available as a PDF for a pre-launch price which includes future updated editions.
And as an additional thank you bonus, the book also includes a complimentary consulting call on the topic of your choice.
Click here to get the book: https://buy.stripe.com/00w14p1O8a6pfg3gwweIw0d
For questions, comments and tricky practice management issues: [email protected]
