As a dentist, you can present the best treatment plan—and still lose case acceptance if your team “translates” it differently after you leave the room. In this episode, Kirk Behrendt sits down with Debra Engelhardt-Nash, educator and founder of the Nash Institute for Dental Learning, to unpack what’s really being said in the operatory when you’re not there.
You’ll learn how belief systems and “wallet biopsies” derail care, how to position assistants as clinical endorsers (not counterpoints), and how to train communication so patients hear one consistent message. Listen to Episode 1028 of The Best Practices Show!
Main Takeaways:
- Team members can unintentionally undermine treatment when they assume patients can’t afford or won’t value ideal care.
- A simple reset is asking the assistant, “If this were your mouth, what would you rather have?” and aligning the recommendation accordingly.
- The assistant’s role is to create a “perception of quality” even when the doctor is not present.
- Standing physically with (not across from) the doctor signals unity and increases patient confidence in the plan.
- Too many treatment options create confusion, and a confused mind often defaults to “no.”
- Doctors should delegate parts of the explanation intentionally so assistants can reinforce the why, answer questions, and help the patient process fees.
- Communication must be trained and rehearsed; it won’t improve by osmosis after a course, study club, or podcast.
Snippets:
00:00 Intro
01:11 Meet Debra Nash
02:10 Rural Practice Dilemma
04:41 If It Were Your Mouth
06:24 Wallet Biopsies
06:32 Dermatology Delegation Story
10:09 Moment of Truth After Doctor Leaves
10:36 Standing With The Doctor
12:03 Jargon And Too Many Choices
15:53 Training Without Scripts
17:43 Team as Patient Advocates
18:10 Veneers Parade of Shades
18:46 Investing in Staff Smiles
20:08 Retention and Loyalty Boost
20:41 Empathy vs Sympathy
23:57 Stop Apologizing for Care
25:37 Recall Value and Exams
26:23 Quality Without Doctor
27:53 Train Communication Skills
28:55 Programs and Contact Info
30:47 Final Takeaways and Wrap
Guest Bio/Guest Resources:
Debra Engelhardt-Nash has been in dentistry since 1985 as a consultant, trainer, author and speaker. She has presented workshops nationally and internationally for numerous associations and study clubs. She is a repeat presenter for organizations including Chicago Dental Society Midwinter Meeting, the Yankee Dental Meeting, The Swedish Academy of Cosmetic Dentistry, and the Greater New York Dental Meeting. Debra has also appeared on several podcasts and webinars and authored several articles for dental publications.
Debra served three terms as the President of the Academy of Dental Management Consultants who presented her their Lifetime Achievement Award as well as the Charles Kidd Meritorious Service Award. She is the Immediate Past President of the Academy for Private Practice Dentistry. She has been repeatedly recognized as a Leader in Consulting and Education by Dentistry Today and has been listed as top 25 Women in Dentistry. Debra is also the recipient of the Gordon Christensen Lecturer Recognition Award.
Together with her husband, Dr. Ross Nash, Debra is the co-founder of the Nash Institute for Dental Learning – a post graduate training center in cosmetic and esthetic techniques and dental business administration training.
Guest resources mentioned:
- Nash Institute for Dental Learning: https://www.thenashinstitute.com/
- Debra Engelhardt-Nash: https://debraengelhardtnash.com/
- Text Debra: 704-904-3459
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