Overcoming Patient Objections: Urgency and Trust

Why Treatment Acceptance Matters

There are many ways for a dental practice to become successful, but one thing all thriving practices share is strong patient treatment acceptance. A practice cannot succeed if patients routinely turn down recommended care or delay necessary treatment.

Patients often have objections that must be addressed before they commit. One of the most common mistakes practices make is assuming that questions mean a patient does not want treatment. In reality, questions often signal interest, paired with uncertainty that needs guidance.

Understanding Patient Objections

When a patient raises concerns, it is rarely about refusal. More often, it is about hesitation. Patients may want the treatment but need help overcoming an obstacle.

Beyond cost, two of the most common objections are urgency and trust. Addressing these effectively requires empathy, clarity, and preparation.

Addressing Urgency-Based Objections

Urgency objections can be phrased in many ways:

• Do I need to do this right away?

• Could I wait?

• How long can I wait?

• Could I skip treatment altogether?

The most effective way to overcome urgency objections is by using the feel, felt, found technique. This approach validates the patient’s concern while sharing what your practice has learned from treating similar patients.

Using the “Feel, Felt, Found” Technique

This technique creates relatability, builds trust, and helps patients make informed decisions. Here is an example based on my experience:

“Mrs. Jones, I understand how you feel. Other patients in our practice have felt the same way and asked similar questions. What we have found is that patients who follow our recommendations often experience easier treatment, lower overall costs, less discomfort, and better outcomes. Patients who delay treatment frequently find that care becomes more complex, more uncomfortable, and more expensive, with less predictable results.”

This approach reassures patients while clearly outlining the benefits of timely care.

Guiding, Not Selling

Understanding the root of a patient’s objection is essential to presenting the right solution. It is also important to communicate that your office is not trying to sell a procedure, but rather guide the patient toward what you believe is the best treatment option for their health.

When patients trust your intent, they are far more likely to trust your recommendation.

Overcoming Trust-Based Objections

Trust objections often surface through questions such as:

• Is this something you do often?

• Is this something you have done before?

• How do we know this will work?

These objections are most common with new patients or when working with younger doctors.

Using Patient Referrals to Build Trust

One of the most effective tools for overcoming trust objections is offering to connect the patient with someone who has had the same treatment and a positive experience.

Ask whether it would be helpful for them to speak with a former patient who recently underwent similar care. While many patients will decline the offer, the gesture itself builds confidence.

For this strategy to work, maintain a roster of patients who are willing to share their experiences with others.

Preparation Is the Key to Confidence

Patient questions should never signal the end of a treatment conversation. Instead, they are an invitation to dig deeper.

When you are prepared to identify the true objection and respond with empathy and clarity, treatment acceptance improves and patient outcomes follow. As Benjamin Franklin famously said, “By failing to prepare, you are preparing to fail.”