The Sweet-Spicy Formula For Confident, Kind Collections

Collecting payments in a dental office is a lot like picking the right wing sauce. Go too sweet, and nobody takes you seriously. Go too spicy, and you burn the relationship. The secret? Finding that perfect middle ground.

Honey BBQ: Too Sweet Doesn’t Work

When you’re all sweetness at the front desk, patients learn that payment is optional. “We’ll bill you later.” “Don’t worry about it.” “Whenever you can.” You think you’re being kind. But what you’re really doing is teaching patients they don’t have to pay today.

Your accounts receivable climbs, your team feels powerless, and you end up resenting the very people you’re trying to help. Too sweet doesn’t serve anyone.

Louisiana Heat: Too Spicy Burns Bridges

Then, there’s the all-heat approach. “Payment is due today.” “No exceptions.” “Policy is policy.” Sure, it’s clear. But it’s also cold. Patients feel pushed, not respected. They may pay today, but they won’t come back tomorrow.

A spicy approach protects the bottom line in the short term, but damages trust in the long run.

Buffalo Mild: The Sweet-Spicy Balance

The best financial conversations live right in the middle. A little sweet to build rapport; a little spicy to set expectations. Warm, confident, and respectful. “We’re so glad you’re here today, Mrs. Johnson. Your portion for today’s treatment is $247.”

Notice what’s missing? Apologies, over-explaining, and asking permission to collect what’s owed. You’re simply stating the expectation—with warmth and without waffling.

Find Your Balance

If your team struggles with collections, ask yourself: Are you too sweet? Too spicy? Or have you found that confident, kind middle ground where patients feel respected and your practice stays healthy?

The best approach isn’t about being nice or being tough—it’s about being clear and having a confident framework for collections conversations. A little sweet to set the tone; a little spicy to set expectations; and always fair for both sides.