What Patients Really Want (Hint: It’s Not the Drill)

"But I Don’t Want Dentistry..." – How to Uncover What Patients Really Want

Let’s start with some truth: if a patient has taken the time to call, schedule an appointment, and show up—they want something. They may not be able to articulate it clearly, and it might not sound like “I’m ready for a full-mouth rehab,” but the desire is there. Our job is to uncover what that something is.

Here's the catch: most patients don’t want dentistry itself—they want the benefits of dentistry. They want teeth that look good, feel great, and last a long time. What they don’t want is to feel like they’re being sold something. And that’s often where the disconnect happens.

If you’re hitting resistance in conversations, chances are the patient feels like you’re pushing an agenda that doesn’t match their reality. Often, this stems from asking questions that don’t feel relevant or personal to them. That’s why it’s crucial to ask the right questions—ones that meet the patient where they are, not where we think they should be.

🔍 Start Broad, Stay Curious

If a patient shows up for a cleaning and hasn’t expressed any concerns, this isn’t the time to dive into crown longevity or implant options. Start with simple, open-ended questions that help the patient feel heard and gently get them thinking long-term.

Here are a few that open the door without making anyone feel cornered:

• “What’s most important to you when it comes to your teeth?”

• “How do you want your teeth to be 20 years from now?”

• “How important is prevention to you?”

• “What long-term goals do you have for your smile?”

These questions encourage patients to think beyond the cleaning—and that’s where transformation starts.

🧱 When You Hit a Wall... Don’t Give Up

Sometimes the response you get feels like a dead end. But usually, it just means you need to pivot the conversation. Here’s how you can turn “not interested” into meaningful dialogue without pressure or pushback:

Patient says:
🗨️ “Nothing is hurting right now.”
Your response:
🗨️ “That’s great! I'm grateful that you're not experiencing any pain yet. How interested are you in staying ahead of those kinds of issues? If we could work with you to create a plan to help avoid pain down the road, is that something you'd want to explore?”

Patient says:
🗨️ “My fillings are fine—I’ve had them 20 years and they’re still holding up.”
Your response:
🗨️ “Sounds like you’ve really gotten your money’s worth! Have you thought about how long they might last from here? If one were to fail, would you prefer to be proactive or wait until something breaks?”

Patient says:
🗨️ “I’m fine. I just want my teeth cleaned.”
Your response:
🗨️ “We can absolutely do that. I’m also curious—what kind of support would you want from us down the road? We’re here for you long-term, not just today.”

⏳ Help Them Look Down the Road

Patients often get stuck in the present—today’s time constraints, finances, or anxiety. Your role is to help them zoom out. Ask future-focused questions. Paint a picture of what's possible when they plan ahead. When patients can imagine a future where they still have their natural teeth, feel confident smiling, and avoid emergencies—they become more open to action.

It’s not about convincing people they need dentistry. It’s about helping them realize they want a healthy, beautiful smile—and you’re the one who can help them get there.