With respect to case acceptance, the word “yes” is nice. The patient accepts your treatment and away you go.
But here’s a strange twist. If you want to have the best chance of getting a yes, you must believe that no is OK and acceptable.
When discussing options, the patient should clearly understand that it’s totally fine if they don’t want your best and finest treatment. Your job is to explain their situation and the choices available. Their job is to decide.
The moment they understand that you’ll respect their decision, it becomes easier for them to trust your advice. Paradoxically, when patients feel free to say no, I’ve found they’re often more comfortable saying yes.
Strange, isn’t it?
I noticed this in my own practice. As I became financially independent, I stopped needing patients to accept treatment. I could explain the options and comfortably leave the decision with them. Case acceptance became easier.
But you don’t have to wait until you’re financially independent to adopt that attitude.
Personally, I would rather hear an honest no than a polite “I’ll think about it” from someone who’s simply trying to get out the door. If a patient genuinely needs time, let them have it. They shouldn’t have to make an excuse to leave without booking treatment.
The test comes when someone declines. Can you accept their answer without another attempt to persuade them? Can you remain just as warm and helpful?
If you tell patients they’re free to say no, you have to mean it.
Relax and stop trying to steer every patient towards yes. Explain your recommendations clearly, give them room to decide and respect the answer. It takes pressure off both of you and leaves the relationship in a good place.
