Nobody Likes Surprises

Among the most common complaints that I hear from client teams regarding adult patients is that they are difficult to persuade to start treatment, and once they do, they are high-maintenance. Both of those observations are correct, and it’s easy to understand why: when it is your own teeth that are being treated, the interest level in the finished result tends to intensify. Which brings us to an oft-overlooked part of the doctor’s interaction with the adult patient that can undermine your best intentions when it comes to perceived quality of care.

Adults do not like surprises, including surprises with treatment. Many of your adult patients, being preoccupied with cosmetic improvement, have a goal of finishing treatment with a spectacular finished smile, and, as you know, in some cases “spectacular” may not be achievable. For that reason, if you do not uncover the existence of unrealistic expectations with these patients and address them accordingly, the door is left open for them to be underwhelmed and disappointed with the finished result, no matter how skilled you were in improving their beginning condition.

The solution? As standard procedure, your presentation of recommendations to adult patients should include a review of “here is what I will NOT be able to do for you” whenever such conditions exist. The more detailed, the better – and it would be wise to summarize and provide your assessment in writing prior to beginning treatment. This is a shrewd communication step at the commencement of treatment that will go a long way towards avoiding problems later.