The impact of the first 7 minutes
This article is contributed by the American Association of Dental Office Management.
They say first impressions count. In dentistry, they can also increase case acceptance.
The moment you call a patient’s name and walk them to the back office, something powerful happens, whether you realize it or not.
As a dental assistant, you’re setting the rhythm for how the whole appointment is going to feel. The patient doesn’t just enter a different room — they enter a different emotional space. And guess what? You greatly influence that space.
Before the doctor even steps in, you’ve already shaped the mood, the experience, and the trust factor. Those first seven minutes? They matter more than most people realize.
People don’t show up thinking, “I hope someone explains the benefits of fluoride varnish really well today.” They come in hoping to feel safe, seen, and respected.
And YOU have the power to make that happen — every single time.
Your attitude sets the tone
Your tone is like a thermostat: It influences everything. And when you’re steady, calm, and warm, the patient begins to relax, even if they were nervous five seconds ago.
When you greet them, slow down. Say their name like it matters (because it does). Use your voice to help them feel like they’re in good hands.
You’re not just walking someone to a chair. You’re walking them away from fear and into an environment of trust.
You don’t have to say the perfect thing. Your goal is to be the steady presence in the room.
Real talk: Even when a patient seems anxious or edgy, you get to lead. Your calmness can help them reset.
Show it before you say it
Your body language speaks louder than your words. People notice everything, even if they don’t verbalize it.
So before you reach for a tray, do a quick self-check. Are you tense? Rushed? Distracted?
Try this:
- Make eye contact and offer a short, relaxed smile.
- Sit at eye level.
- Keep your movements calm and your hands relaxed.
When your body says, “You’re safe,” the rest of the visit goes better. For everyone.
Again, you don’t have to say the perfect thing. Your goal is to be the steady presence in the room.
Remembering shows respect
It goes a long way when you show special care and concern for the patient. Here are a few examples of that. Ask questions or make comments like the ones below.
- “Did your daughter end up winning that soccer tournament?”
- “I remember you mentioned the numbing makes you nervous. Let’s make sure we leave more time for the sedation and numbing process before the procedure begins.”
- “For your comfort, would you like a warm blanket? Or may I hang up your purse and coat for you?”
Remembering something personal is the fastest way to make a patient feel seen.
Pro tip: Make a quick chart note to track one or two personal details. It’s not about being perfect — it’s about being intentional.
Say what’s coming before it happens
Have you ever been on an airplane and hit turbulence without warning? The experience is worse than if the pilot had told you first.
Same thing in dentistry.
Patients can feel anxious when they don’t know what’s next. So let them in on it — just enough to feel calm, not overwhelmed.
Say things like:
- “We’ll start with a quick preoperative x-ray.”
- “You might hear some beeping — that’s just me updating your chart.”
- “The doctor will come in shortly and walk through everything with you.”
Nothing fancy. Just speaking with clarity and confidence.
Patients don’t need every detail, but they do need to know you’re there to support them. That’s the intent of these questions and conversations.
Protect your energy — because it walks into the room first
You carry your own emotional energy into every appointment. If the morning was stressful, if you’re running behind, or if the last patient got under your skin, it shows. Even if you think you’re hiding it.
So before you open that door, do this:
- Take a breath.
- Center yourself with a reminder: “This patient deserves my full focus.”
- Choose to show up steadily and with positivity.
That doesn’t mean you’re faking it. It means you’re choosing to lead.
Being the calm presence in the room isn’t always easy. Yet that’s what makes you the pro patients remember and respect.
Final thoughts
You don’t need a title or a certificate to be a leader in your practice. You lead every time you build trust in the first few minutes of a patient’s visit. You lead when you remember something personal about the patient. You lead when your energy, not your stress, sets the tone.
The first seven minutes of the appointment aren’t just a warm-up — they’re the moments that decide how the rest of the visit will go. And you get to own that.
So the next time you call a patient back for a visit, remember this: You may not hold the handpiece, yet you do hold the moment that earns the patient’s trust.
And that moment? That’s everything.
About the author
Penny Reed is the Executive Vice President of Memberships and Events at the American Association of Dental Office Management (AADOM), the premier organization dedicated to advancing the careers of dental office leaders. With over three decades in the dental industry, Reed brings a unique blend of firsthand experience, strategic insight, and deep commitment to the profession.
Her journey began when her own dentist recruited her to manage his growing practice — an opportunity that sparked a lifelong passion for helping teams thrive. Since then, Reed has become a nationally recognized speaker, dental consultant, and author of the book Growing Your Dental Business. She has been named a Dentistry Today Leader in Dental Consulting every year since 2007.
Today, Reed channels that expertise into helping AADOM members grow their leadership skills, improve practice performance, and transform their roles into rewarding careers.
Now’s the perfect time to discover what AADOM can do for you. Take advantage of a special introductory offer for the DANB community and start your AADOM journey today!