The world has changed, and we’re all feeling it. What once worked may not work the same way today. Adaptation is now a daily necessity—and that’s okay.
What hasn’t changed is the value of excellent communication, especially when it comes to financial conversations. In fact, clear, compassionate communication is more important now than ever.
Listening: The Most Powerful Communication Tool
Of all communication skills, listening is the most valuable—and the most healing. Many people are facing financial strain, job loss, or insurance changes. Some are feeling anxious or afraid. Others may not be. That’s why listening is so important. It heals.
You can literally listen your way to greater practice stability and growth. You’ve worked hard to stay connected with patients—keep it up. Ask questions. Listen to what they’ve been through and what they’re facing now.
Listen to discover. What’s happening in their lives? What are their wants and needs? Stabilize your patient base, and you stabilize your practice. And yes, you can grow at the same time. It just takes intention.
Four Ways to Grow Through Communication
Encourage existing patients to proceed with recommended treatment.
Introduce new treatment options to existing patients.
Offer your current procedures to new patients.
Introduce new procedures to new patients.
Retention: The Foundation of Growth
Re-engage your patient family through your hygiene program and by following up on incomplete treatment plans. Bring patients back into regular care. Then re-educate, re-motivate, and re-activate them to complete treatment.
This is also your chance to present new treatment options. Use your intraoral cameras and before-and-after photos to show the value of care at every appointment.
Marketing with Empathy
Marketing has never been more essential. Every message you send should focus on one thing: how your services benefit your patients.
Use social media and other channels to introduce your team and the strengths of your practice. Pay close attention to your patients’ concerns—insurance, finances, time off work, infection control, or safety. Take notes and respond with empathy and solutions. When patients know you’re listening and responding, trust grows.
Effective Listening in Action
True listening is more than hearing. It involves body language, tone of voice, passive responses, and active feedback.
Body language conveys 60% of a message—so be aware of yours.
Tone of voice makes up 30%—so be engaging and warm.
Passive listening includes responses like “I see,” “Really?” or “Uh-huh,” which encourage patients to keep talking.
Active listening means paraphrasing both what was said and how it was felt. It’s the key to confirming understanding and building trust.
“I am best heard and understood when I first hear and understand you.” – Author Unknown
Financial Conversations Begin with Listening
Listening is crucial during financial discussions. Here’s how it works in a typical scenario:
Dr.: Carrie, do you have any questions about the treatment I presented?
Patient: Yes—how much is this, and how can I pay for it?
Dr.: Are you concerned about the cost of treatment or how to pay for it comfortably?
(Don’t assume. Ask. Then listen.)
Patient: We’ve been hit hard by COVID. I’d need to pay this out over time—but I need to know the total cost.
Dr.: I understand. Many patients share your concern. That’s why we offer flexible payment options. Jan, our Treatment Coordinator, will go over the cost and payment choices with you. Once you find an option that works, is this the treatment you’d like to receive?
Patient: Yes, I want to do it—I just need to see the numbers.
Dr.: Great. Jan will help you sort that out, and I look forward to helping you get healthy again.
This kind of conversation smoothly transitions to the financial coordinator and helps the patient feel heard and supported. The dentist’s role is to express empathy and confidence in the team—not to get into financial details.
Treatment Coordinator’s Role
TC: Carrie, do you have any remaining questions about the treatment before we discuss finances?
Patient: No, I saw everything on the screen. Let’s talk money.
TC: The fee is $3,000. How would you like to take care of that?
Patient: $3,000? That’s way more than I expected!
TC: Sounds like you’re surprised.
Patient: I thought it would be $1,500. This is double!
TC: You’re prepared to pay $1,500, but the rest is the challenge—right?
Patient: Yes. I’d need to make small payments.
TC: What’s a comfortable monthly amount for you?
Patient: Around $50–75.
TC: Perfect. We can help with that. We work with ABC Financing Company and can apply right here. That way, you’ll receive the care you need without financial strain.
Once the agreement is made, document it. Keep copies in both the patient’s and practice’s records. Every team member should be able to see what was agreed upon—amounts, methods, and timelines.
Final Reminder
No one should leave your office without:
A future appointment (hygiene or restorative—or both)
Paying for the day’s service
A clear understanding of their next financial responsibility
Collect What You Produce.
It all starts with listening.
Read the Collect What You Produce 10-part series here
