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Show Notes

You might think the secret to more case acceptance is all about your fees, your marketing, or amazing treatment presentations, but what if it’s actually about the way you make patients feel during your conversations?

In this episode, Dr. Sasha Rutnam, with over 30 years at the chair (including 25 as a practice owner in Sydney) breaks down why trust and genuine connection are the real drivers behind patients saying “yes” to your recommendations. Dr. Rutnam shares candid lessons from both private practice and transitioning to a DSO model, emphasizing that patients can instantly sense sincerity, and that pressuring them or relying on polished sales scripts only creates distance.

Dr. Rutnam explains that quality patient communication is the foundation of everything: retention, referrals, and deep, multi-generational relationships. Using practical, real-world tactics, she details how gentle reassurance, listening to fears, giving patients control, and allowing treatment to unfold at their pace transforms outcomes for both patients and clinicians. She talks honestly about the mental load of delivering complex care, why rushed consults often lead to misunderstandings and complaints, and why separating the money conversation from clinical advice builds trust. Packed with actionable strategies (especially for anxious patients) this conversation will reframe how you approach both new and long-time patients, and why honing your communication can be your most important clinical skill.

What You’ll Learn in This Episode:

• The biggest factors influencing case acceptance and why it’s NOT just about the treatment plan or price
• Signs patients trust your intent (and how they spot inauthenticity)
• Practical ways to communicate care and earn trust, even with anxious patients
• Why longer and unrushed consults lead to better outcomes and fewer complaints
• How to separate value discussions from financial talks to maintain perceived value
• Strategies for handling “I need to think about it” without feeling pushy
• The importance of continuity and personal connection, even after team handoffs
• Why acknowledging patient boundaries and choices leads to stronger relationships
• Key phrases and behaviors to avoid that can erode patient trust
• How investing in communication skills delivers lifelong benefits for your clinical and business success

Listen now to discover how transforming your patient conversations can set your practice apart and create lasting relationships!

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Sponsors:‍

Net32: Founded by a dentist, for dentists. Net32 is the leading online marketplace for dental supplies, helping dental and medical professionals save on high-quality products for over 25 years. Start saving today at: https://www.net32.com/dentalmarketer

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CallRail: Call tracking + AI that turns calls into campaigns that convert, quality patients, and cost savings. Click our link to start a free trial today! https://sta.mx/vz69

Guest: Dr. Sasha Rutnam

Check out Sasha’s Media:

Website: https://drsasharutnam.com/

Sasha’s Book “Dental Patient Communication Made Simple”: https://a.co/d/08yyHc0y

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Host: Michael Arias

Join my newsletter: https://thedentalmarketer.lpages.co/newsletter/‍

Join this podcast’s Facebook Group: The Dental Marketer Society

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Love the Podcast? Follow on Your Favorite App! https://lnkfi.re/TDMPod