Dental Practice Heroes Cancellation Policies That Patients (& Your Team) Actually Follow
Sep 15, 2025
Dr. Henry Ernst, owner of an 18-provider practice, shares his $50 deposit policy that effectively cuts down on cancellations and no-shows. Dr. Steve Markowitz, a multi-practice owner, discusses strategies to improve patient accountability and manage high-risk patients. Together, they explore the importance of clear communication, setting firm cancellation rules, and empowering teams to enforce policies. Their insights on framing deposit discussions and consequences for missed appointments provide actionable tips for dental practices looking to maximize efficiency.
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Use Small Refundable Deposits
- Require a deposit to reserve high-demand appointment time so patients commit.
- Keep the deposit small and refundable to signal value, not to profit from cancellations.
Sell The Time, Not The Procedure
- Phrase bookings as reserving the provider's time instead of naming procedures to increase attendance.
- Emphasize you're holding a specific time for the patient to raise perceived value.
Deposit Turned A Hesitant Patient Into Attendance
- A patient told Henry they'd skip a crown appointment but showed up after learning they'd forfeit $50.
- The patient admitted the deposit was the reason they came.