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23: The Patient Trust Secret Every Dentist Needs to Know
I’ve been a dentist for a long time, and I’ve learned that the most important tool I have
isn’t a drill or a scaler—it’s my ability to listen. In this episode, I want to
share a story about a patient who came to me with a seemingly simple request:
to fix a single broken tooth. However, what he really needed was a full-mouth
rehabilitation. It was a classic case of a patient whose fear and distrust of
dentists had led him to neglect his oral health for years.
The Turning Point: A Lesson in Patient Trust
Instead of overwhelming him with a complex and expensive treatment plan, I decided to do
something different. I listened. I addressed his immediate concern and built a
foundation of trust. This single decision changed everything. It opened the
door to a conversation about his overall health and, eventually, to the
comprehensive treatment he so desperately needed. This experience taught me a
valuable lesson about the power of empathy and the importance of meeting
patients where they are.
In This Episode, You'll Discover:
• Why the “chief complaint” is often a test of trust, not just a request for a quick fix.
• How a simple, temporary solution can be the key to unlocking a patient’s willingness
to accept comprehensive care.
• My “positive bait and switch” technique for building strong, lasting relationships
with patients.
• The crucial role of empathy and listening in overcoming dental anxiety and
resistance to treatment.
My goal is to help my fellow dental professionals understand that our role is not just to
fix teeth, but to build a “circle of trust” with our patients. It’s about
educating and empowering them to make the best decisions for their health. When
we do that, we not only transform their smiles, but we also change their lives.
Mentioned in this episode:
Transform your practice with Dr. Michael Sonick's "Treating People Not Patients" course
Learn the hospitality secrets that create patient loyalty, drive referrals, and build thriving practices. Get 9 video modules, bonus content, and 6 CE credits for each member of your team!
Click here to learn more about Treating People Not Patients
View all episodes
By Dr. Michael Sonick, Team Building and Dental Practice Culture ExpertI’ve been a dentist for a long time, and I’ve learned that the most important tool I have
isn’t a drill or a scaler—it’s my ability to listen. In this episode, I want to
share a story about a patient who came to me with a seemingly simple request:
to fix a single broken tooth. However, what he really needed was a full-mouth
rehabilitation. It was a classic case of a patient whose fear and distrust of
dentists had led him to neglect his oral health for years.
The Turning Point: A Lesson in Patient Trust
Instead of overwhelming him with a complex and expensive treatment plan, I decided to do
something different. I listened. I addressed his immediate concern and built a
foundation of trust. This single decision changed everything. It opened the
door to a conversation about his overall health and, eventually, to the
comprehensive treatment he so desperately needed. This experience taught me a
valuable lesson about the power of empathy and the importance of meeting
patients where they are.
In This Episode, You'll Discover:
• Why the “chief complaint” is often a test of trust, not just a request for a quick fix.
• How a simple, temporary solution can be the key to unlocking a patient’s willingness
to accept comprehensive care.
• My “positive bait and switch” technique for building strong, lasting relationships
with patients.
• The crucial role of empathy and listening in overcoming dental anxiety and
resistance to treatment.
My goal is to help my fellow dental professionals understand that our role is not just to
fix teeth, but to build a “circle of trust” with our patients. It’s about
educating and empowering them to make the best decisions for their health. When
we do that, we not only transform their smiles, but we also change their lives.
Mentioned in this episode:
Transform your practice with Dr. Michael Sonick's "Treating People Not Patients" course
Learn the hospitality secrets that create patient loyalty, drive referrals, and build thriving practices. Get 9 video modules, bonus content, and 6 CE credits for each member of your team!
Click here to learn more about Treating People Not Patients