In this episode of The Dental Practice Fixers podcast, Dr. Rich shares a memorable and cringe-worthy moment from his early days as an associate — and the powerful lesson it taught him about leadership, language, and team morale. You’ll hear simple, real-world examples of how the words we use every day shape our practice culture, build (or break) patient trust, and influence how our team members feel.

Stick around to the end for some brand new mystery shopper calls — you’ll hear exactly how real dental offices are doing when it comes to first impressions. (Spoiler: Words matter there, too.)
Key Takeaways
In a dental practice, the right clinical skills are essential—but so is communication. Sometimes it’s not what you say, but how you say it that makes all the difference. This week’s podcast, “Little Words, Big Difference,” explores how small tweaks in everyday language can lead to stronger patient relationships, better treatment acceptance, and a more confident team.
Here are the big lessons from those little words:
Small Word Choices Have a Big Impact: Saying “I recommend a crown” instead of “You might want a crown” changes everything. The first statement shows leadership. The second leaves room for doubt. Patients are more likely to follow through when your language reflects clarity and confidence.
Confidence Is Contagious: If you sound unsure, your patient will feel unsure. Swap out phrases like “you could” or “maybe consider” for confident language like “I recommend” or “what’s best for your tooth is…”
Framing Shapes Understanding: Patients don’t always know what’s best for their dental health—that’s why they’re coming to you. When treatment is presented with certainty and purpose, they’re far more likely to understand the urgency and say yes.
Beware of Weak Language: Words like “just,” “might,” and “possibly” undermine your authority. For example: “It’s just a small cavity” vs. “We caught this cavity early—let’s take care of it before it worsens.”
Patients Want a Guide, Not a Guess: Dentists and teams aren’t expected to be pushy—but they are expected to lead. Patients want expertise. They want to be told clearly what they need, why it matters, and what to do next.
Everyone’s Words Matter: This isn’t just about the doctor. Every member of your team plays a role in building patient trust. Whether it’s the front desk, assistant, or hygienist—consistent, confident communication matters at every level.
Practice Makes Powerful: If this feels unnatural at first, that’s okay. Role-playing treatment conversations and scripting key phrases can help your whole team build the habit of strong, effective communication.



Great dental practices don’t just deliver great care—they communicate it clearly. Pay attention to the little words. They may be the difference between “thinking about it” and “let’s schedule that today.”
Want to help your team become stronger communicators? Let’s talk. We specialize in dental coaching that builds confident teams, clearer messaging, and practices that thrive.


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