A Painful Dental Experience – And How Hygienists Could Improve Customer Care
- Nick Hague and Paul Hague
- May 15
- 2 min read
A few years ago, I signed up for a dental maintenance plan with my dentist. I pay a monthly fee—though, to be honest, I’ve forgotten exactly what it covers. I know one benefit is free hygiene checks, which over time became a routine part of my dental care. These appointments usually involved a quick plaque removal and little else—until my practice hired a specialist hygienist.
That’s when things took a turn.
A Harsh Reality Check
During my first visit with the new hygienist, I was met with a wave of admonishment. Apparently, I wasn’t brushing correctly, wasn’t flossing enough, and generally fell short of her expectations. The cleaning itself was so aggressive that it dislodged a recent filling. When I pointed out that the filling was only a couple of weeks old, I was told the fault lay not with her technique, but with my dentist’s substandard work. She assured me she’d speak to the dentist to have it replaced for free.
I left the appointment feeling chastised, frustrated, and—thanks to the lost filling—physically worse off than when I arrived. Since then, I’ve received multiple reminders to book another hygiene session, but I haven’t gone back. Yet, out of sheer inertia, I still pay my monthly subscription.
A Common Problem?
When I shared this experience with friends, many had similar stories of overzealous hygienists. It’s easy to see why this happens—hygienists are passionate about oral health and likely frustrated when patients don’t meet their standards. But as marketers (and customers) know, scolding rarely inspires lasting change. Positive reinforcement, on the other hand, does.
A Better Approach to Patient Care
What if dental hygienists took a more encouraging, customer-centric approach? Here are a few simple ways they could improve the experience:
Focus on the Positive
Instead of highlighting failures, emphasize the benefits of good oral hygiene—healthier gums, fresher breath, and a brighter smile.
Acknowledge Progress
Even small improvements matter. Recognizing effort encourages patients to keep building better habits.
Be Non-Judgmental
Rather than lecturing, guide patients to reflect on their own motivations for better care. People are more likely to change when they feel in control.
Show Empathy
Changing habits is hard. A little understanding—and patience—goes a long way.
Celebrate Small Wins
Did a patient floss more this month? Say so! Positive reinforcement strengthens commitment.
The Takeaway
Dental health is important, but how professionals communicate with patients makes all the difference. A little kindness and encouragement could turn a dreaded appointment into a positive, motivating experience—and ultimately lead to better long-term outcomes for both patients and practices.