🔊 Episode Summary:

If you’ve ever heard a patient say, “I’ll wait to see what my insurance covers,” and felt your soul deflate a little—you’re not alone. But here’s the truth: insurance isn’t the reason most patients say no.

In this episode, I dig deep into the dental insurance myth that’s holding teams back and killing case acceptance. I'll build a data-driven case for why leading with insurance talk needs to stop.

I promise not to leave you hanging! I'll show you how to reframe the conversation with connection, value, and trust—because patients say yes to what they understand and believe in, not what their plan dictates.

Resources -

• How to Handle the 'I' Word
• Is Dental Insurance Really Insurance?

Quick Stats and Data Sources from the Episode:

• 87% of Americans have dental insurance (NADP)

• Only 9% use their full annual benefit (Bento)

• 24–34% of Medicaid adults utilize covered dental services (CareQuest)

• 40–44% of Medicaid-covered children get a dental visit yearly (KFF)

Here's the post on Instagram that inspired this episode from Dr. Brady Smith

📅 Upcoming Events

Want to connect in person? Mark your calendar for these opportunities to grow with us:

·       October 10,2025: ⁠Front Desk Goddess Retreat⁠– Dallas, TX

·       November 5-7, 2025: ⁠Mission Possible Case-AcceptanceSuper-Conference⁠ - San Antonio, TX

👉 Visit ⁠https://bradygroupllc.com/live-events/⁠ for details and registration.

👥 Looking for coaching? If this episode sparked something and you’re ready to go deeper, we offer personalized coachingfor dental teams ready to build a culture of clarity, commitment, and trust. Let’s build something bold—together.

📩 Email ⁠[email protected]⁠ or visit ⁠www.bradygroupllc.com⁠ to learn more!

Episode Summary:
You’ve got empathy. You’ve got training. But let’s be honest—handling upset patients can still leave you rattled. In this episode of The Front Desk Goddess Diaries, we’re breaking down a simple, powerful 4-step framework to calm the chaos, defuse frustration, and keep the conversation productive (even when someone’s steaming mad).

We’ll walk through real-world roleplay scenarios, patient phrases that trigger team stress, and how to respond without getting defensive, over-explaining, or burning out. PLUS — what to say when someone crosses the line and starts being truly disrespectful.

This isn’t about being perfect. It’s about being present, professional, and prepared.

You’ll learn:

• The 4-step script to calm upset patients fast

• What to say instead of “I’m sorry” (and why it matters)

• How to handle angry outbursts without getting pulled in

• Mic-drop one-liners for setting boundaries with grace

• Why proving you're right rarely works—and what to do instead

Resources Mentioned:

• Download the Patient Communication Cheat Sheet

• Mic-Drop One-Liners for Verbally Abusive Patients

• Team Discussion Guide for this Episode

📅 Upcoming Events
Want to connect in person? Mark your calendar for these opportunities to grow with us:

• October 10,2025: Front Desk Goddess Retreat– Dallas, TX

• November 5-7, 2025: Mission Possible Case-Acceptance Super-Conference - San Antonio, TX

👉 Visit https://bradygroupllc.com/live-events/ for details and registration.

👥 Looking for coaching?
If this episode sparked something and you’re ready to go deeper, we offer personalized coaching for dental teams ready to build a culture of clarity, commitment, and trust.
Let’s build something bold—together.

📩 Email [email protected] or visit www.bradygroupllc.com to learn more.

In this episode, we crack open the classic story of the chicken and the pig to explore a powerful truth: Are you just involved in your practice… or are you committed? We’ll break down what real commitment looks like in a dental office, why it matters more than ever, and how both leaders and team members can stop laying eggs and start bringing the bacon. Whether you’re a doctor or team member, this episode will challenge you, inspire you, and give you a laugh (or two). It’s time to stop showing up on autopilot—and start showing up with purpose.

👉 Download the “Be the Bacon” Team Discussion Guide

📅 Upcoming Events
Want to connect in person? Mark your calendar for these opportunities to grow with us:

• October 10,2025: Front Desk Goddess Retreat– Dallas, TX

• November 5-7, 2025: MIssion Possible Case-Acceptance Super-Conference - San Antonio, TX

👉 Visit https://bradygroupllc.com/live-events/ for details and registration.

👥 Looking for coaching?
If this episode sparked something and you’re ready to go deeper, we offer personalized coaching for dental teams ready to build a culture of clarity, commitment, and trust.
Let’s build something bold—together.

📩 Email [email protected] or visit www.bradygroupllc.com to learn more.

Amy asks these questions during her conversation with Xaña Winans, CEO, founder, visionary, and lead strategist at Golden Proportions Marketing.

EPISODE RESOURCES -

⁠https://www.goldenproportions.com/⁠⁠

⁠Click to Schedule a 'Marketing Breakthrough' Introductory Call with Erika Fritz⁠

LOOKING FOR TEAM TRAINING?

Front Desk Goddess Retreat

DALLAS - April 12, 2024

MISSION:POSSIBLE CaseAcceptance Super-Conference!

SALT LAKE CITY - May 8-10, 2024

AUSTIN - November 6-8, 2024

Did you know that your defensiveness could be killing collaboration and problem-solving? Take a listen to find out what triggers your defensiveness and how to reign it in.

Radical Collaboration by James Tamm

Ted Talk - James Tamm

Looking for Team Training?

⁠ Front Desk Goddess Retreat ⁠ - DALLAS - Friday, April 12, 2024

⁠Register NOW for MISSION:POSSIBLE Case

Do you wish you could convert more new patient callers? Check out this episode to discover 3 things that could be getting in the way!

EPISODE RESOURCES -

⁠

LIVE Team Training Events –

VIRTUAL Events/Training -

Doctor Webinar - Do you have the GUTS to do what it takes to create the practice you really want? August 25, 8-10 AM MST

Front Desk Goddess Academy - . On-Demand Training for ALL things front office!

EPISODE RESOURCES -

Open-Ended Questions

7 Ways to get Patients to Call you back

LOOKING FOR TEAM TRAINING? Check out our upcoming LIVE and VIRTUAL Opportunities!

VIRTUAL Team Events –

 Front Desk Goddess Retreat  -   Friday, June 23, 2023, 9 AM - 12 PM, Central

 Jump Off the Insurance Hamster Wheel  -  Friday, July 14, 2023, 9 AM - 12 PM, Central

Register NOW for MISSION:POSSIBLE Case Acceptance Super-Conference! In Orlando, November 8-10, 2023

What you'll learn in this episode - 

REGISTER HERE for Jump Off the PPO Hamster Wheel Virtual Event Friday, March 24, 2023 9:00 AM - 12:00 PM, Central time

Free Resource- How to communicate PPO status in a positive way without misleading patients

LOOKING FOR ADDITIONAL TEAM TRAINING?

       Check out our new Front Desk Goddess Academy Virtual Courses!

       Register NOW for MISSION:POSSIBLE Case Acceptance Super-Conference!   April 26-28, 2023 in Las Vegas

Today I have the pleasure of visiting with Mary, Hygienist Extraordinaire! Mary has played an instrumental role in helping the practice transition toward patient-centered systems. As a result of the efforts of Dr. Alan Walker and his entire team, they’ve been able to work less while income while earning MORE INCOME. Not just the doctor, but his entire crew!  

Today Mary shares her experience with Brady Group Coaching, and how listening to patients makes a significant difference in patient relationships.

LOOKING FOR TEAM TRAINING?

Check out our new VIRTUAL Courses!

LIVE TEAM TRAINING -

Register NOW for MISSION:POSSIBLE Case Acceptance Super-Conference!   November 9-11, 2022 in Orlando, FL

Experience at the front desk in a dental office doesn't necessarily equal success when it comes to answering the phone.  In this episode I'll share 5 things that 'experienced'  teams are missing when it comes to maximizing new patient opportunities!

New Patient Phone Call Bullet Points

New Patient Welcome Packet and Letter