Oranges, Intent, and the Secret to Exceptional Patient Care

In dental practices, it’s easy to get caught up in tasks, checklists, and routines. But the way we approach those tasks—the intent behind them—can be the real difference-maker. The following modern-day parable, “The Parable of the Oranges,” illustrates how intent can separate someone who simply does the job from someone who elevates the entire experience. As you read, think about how this lesson applies to the way your team interacts with each other and with patients.

I would like to share a modern-day parable that I will call “The Parable of the Oranges.” As you listen, consider what this story teaches you about the power of real intent.

There was a young man who had ambitions to work for a company because it paid very well and was very prestigious. He prepared his résumé and had several interviews. Eventually, he was given an entry-level position. Then he turned his ambition to his next goal—a supervisor position that would afford him even greater prestige and more pay. So he completed the tasks he was given. He came in early some mornings and stayed late so the boss would see him putting in long hours.

After five years a supervisor position became available. But, to the young man’s great dismay, another employee, who had only worked for the company for six months, was given the promotion. The young man was very angry, and he went to his boss and demanded an explanation.

The wise boss said, “Before I answer your questions, would you do a favor for me?”

“Yes, sure,” said the employee.

“Would you go to the store and buy some oranges? My wife needs them.”

The young man agreed and went to the store. When he returned, the boss asked, “What kind of oranges did you buy?”

“I don’t know,” the young man answered. “You just said to buy oranges, and these are oranges. Here they are.”

“How much did they cost?” the boss asked.

“Well, I’m not sure,” was the reply. “You gave me $30. Here is your receipt, and here is your change.”

“Thank you,” said the boss. “Now, please have a seat and pay careful attention.”

Then the boss called in the employee who had received the promotion and asked him to do the same job. He readily agreed and went to the store.

The wise boss said, “Before I answer your questions, would you do a favor for me?”

When he returned, the boss asked, “What kind of oranges did you buy?”

“Well,” he replied, “the store had many varieties—there were navel oranges, Valencia oranges, blood oranges, tangerines, and many others, and I didn’t know which kind to buy. But I remembered you said your wife needed the oranges, so I called her. She said she was having a party and that she was going to make orange juice. So I asked the grocer which of all these oranges would make the best orange juice. He said the Valencia orange was full of very sweet juice, so that’s what I bought. I dropped them by your home on my way back to the office. Your wife was very pleased.”

“How much did they cost?” the boss asked.

“Well, that was another problem. I didn’t know how many to buy, so I once again called your wife and asked her how many guests she was expecting. She said 20. I asked the grocer how many oranges would be needed to make juice for 20 people, and it was a lot. So, I asked the grocer if he could give me a quantity discount, and he did! These oranges normally cost 75 cents each, but I paid only 50 cents. Here is your change and the receipt.”

The boss smiled and said, “Thank you; you may go.”

He looked over at the young man who had been watching. The young man stood up, slumped his shoulders and said, “I see what you mean,” as he walked dejectedly out of the office.

What was the difference between these two young men? They were both asked to buy oranges, and they did. You might say that one went the extra mile, or one was more efficient, or one paid more attention to detail. But the most important difference had to do with real intent rather than just going through the motions. The first young man was motivated by money, position, and prestige. The second young man was driven by an intense desire to please his employer and an inner commitment to be the best employee he could possibly be—and the outcome was obvious.

The “Parable of the Oranges” reminds us that success isn’t just about completing tasks—it’s about the heart and purpose we bring to them. In dentistry, patients know when we’re just “checking the boxes,” and they also know when our intent is genuine care, excellence, and service. Teams that work with real intent don’t just meet expectations—they exceed them, build trust, and create memorable patient experiences. The difference is subtle but powerful, and it starts with the intent behind every action.

Reflection Questions 

1. Task vs. Intent

   • In our daily work, where might we be “just doing the task” instead of considering the real intent behind it?

   • How could shifting our intent improve the patient experience?

2. Patient Perspective

   • Think about the last interaction you had with a patient. What clues might they have picked up about your intent—were you focused on moving them through the system, or on making them feel cared for and understood?

3. Team Standards

   • What’s one specific way we, as a team, can go beyond “checking the boxes” to show genuine intent in the way we communicate with each other and serve our patients?