“Whatever you do, work at it with all your heart, as working for the Lord, not for human masters.” – Colossians 3:23
In today’s evolving world of dentistry, elective treatments such as clear aligners, veneers, whitening, and smile makeovers are not just about appearance—they are about confidence, relationships, and life change. When our clinical and administrative teams speak about these services, we are not selling; we are serving. Every elective treatment is an opportunity to help someone step into greater confidence in who God created them to be. This training guide is designed to help you communicate elective care with compassion, purpose, and professionalism—while strengthening your relationships with patients and one another.
1. Building the Heart Behind Elective Conversations
At Bryant Consultants, we believe relationship-based dentistry begins with understanding. Before introducing any elective service, we must understand the ‘why’—why it matters to the patient and why it aligns with our mission. Elective care conversations are not about convincing; they are about connecting. Patients should feel heard, seen, and supported, never pressured.
A powerful way to begin is by asking open-ended questions:
• “How do you feel about your smile?”
• “What would you change if you could wave a magic wand?”
• “Have you ever thought about improving the way your teeth align or look?”
These simple questions invite conversation and reveal emotional motivation. When the patient speaks from the heart, your role becomes one of guidance—not persuasion.
Role Play: Clinical Assistant and Patient
Assistant: “Mrs. Daniels, I noticed you mentioned not liking how your front teeth overlap. Dr. Harris can show you a digital preview of what clear aligners might look like for you. Would you like me to pull that up?”
Patient: “I’m not sure. I’ve always thought it might be expensive.”
Assistant: “I understand completely. That’s why we like to show you what’s possible first. Many of our patients are surprised by how affordable it can be—and you’ll be able to see your own smile simulation in minutes.”
2. Administrator Verbiage: Introducing Elective Treatments by Phone
Your administrators are the first impression of your practice and the voice of confidence for the entire team. When patients call about whitening, aligners, or veneers, your tone and phrasing set the stage for trust and curiosity.
Phone Role Play: New Patient Inquiry
Administrator: “Good morning! Thank you for calling Bright Smiles Dental, this is Sarah. How can I brighten your day?”
Caller: “Hi, I was just wondering what your whitening costs.”
Administrator: “That’s a great question! We have a few different whitening options depending on your goals. Have you ever had professional whitening before?”
Caller: “No, just over-the-counter stuff.”
Administrator: “You’re going to love the difference! Our whitening systems are designed for safety, comfort, and real results. Would you like to schedule a complimentary smile consultation? We can show you which option fits best and how soon you could start.”
Phone Role Play: Confirming an Aligner Appointment
Administrator: “Hi Alex, this is Brooke from Bright Smiles Dental. I’m calling to confirm your aligner delivery appointment for Thursday at 2:00 p.m. We’re excited to start your smile journey! Dr. Harris and your clinical team have everything prepared. Do you have any last-minute questions before your appointment?”
3. Role Play for Treatment Coordinators: Discussing Finances with Grace
Talking about money can feel intimidating, but it doesn’t have to. When your heart posture is to help the patient achieve their dream smile, financial discussions become about solutions, not sales.
Role Play: Handling Cost Concerns
Patient: “I’d love to do Invisalign, but I just can’t afford it right now.”
Coordinator: “I completely understand, and you’re not alone—many of our patients feel that way at first. The good news is we offer monthly payments that make it easy to start. We can customize a plan that fits your budget. Would you like to see what that might look like?”
4. Training Your Team to Speak with Confidence
Role-play regularly during morning huddles or team meetings. Confidence grows with repetition. Here’s a simple exercise you can do weekly:
1. Choose an elective procedure focus of the week (e.g., whitening or aligners).
2. Have one team member act as the patient and another as the clinician or administrator.
3. Practice the conversation using empathy and verbiage that reflects your practice values.
4. Discuss what worked and what could improve. Always affirm each other’s effort and tone.
5. Overcoming Common Objections with Grace
When patients hesitate, it’s rarely about money or time—it’s about trust. Your empathy, confidence, and education help remove those barriers.
Here’s how to respond when patients express concerns:
- **Concern: “I don’t have time.”**
– Response: “That makes sense—life is busy! The good thing about aligners is they require very short visits, and whitening can even be done from home.”
• **Concern: “I’m nervous about the process.”**
– Response: “That’s totally understandable. We’ll walk with you every step of the way, explaining everything before we begin. You’re never alone in your care.”
• **Concern: “I’m not sure it’s worth it.”**
– Response: “I hear you. Most patients tell us afterward that they wish they had done it sooner. It’s not just about your teeth—it’s about your confidence, comfort, and long-term oral health.”
6. Faith in Action: Serving Through Dentistry
When we introduce elective care through the lens of service, our conversations change. We see beyond enamel and alignment—we see hearts, stories, and transformation. Every smile we help restore reflects God’s beauty and goodness. Pray before your day begins. Ask for discernment to recognize the patient who needs encouragement as much as they need treatment. Your gentle confidence can open doors that dentistry alone never could.
7. Bryant Consultants Call to Action
If your team wants to grow in confidence when presenting elective care, Bryant Consultants is here to help. We provide in-office and online training that transforms communication, strengthens teamwork, and elevates your patients’ experience. Our coaching sessions focus on verbiage, trust-building, and leadership habits that create consistent case acceptance and joyful collaboration.
📞 (865) 888-9681
🌐 www.bryantconsultants.com
✉️ info@bryantconsultants.com
Together, we’ll build dental teams that lead with compassion, confidence, and Christ-centered purpose.
“Let your light shine before others, that they may see your good deeds and glorify your Father in heaven.” – Matthew 5:16
Your words, your tone, your care—these are your ministry in motion. Lead every conversation with love, and let your excellence speak of His glory.
Hollie Bryant-Foust
CEO & Founder
