The Bagel Method: A proven approach to successful case presentation (and that all-important “yes”)

Why do dental patients keep saying no?

If you’ve ever presented a treatment plan, only to hear, “I need to think about it,” or “I’ll call you back,” you know how frustrating this can be. You took the time to explain everything, only to have the patient walk away still unsure.

Here’s what I’ve learned after years of managing a dental office. Most patients do not say no because they don’t want the treatment; they say no because they don’t fully understand the treatment or don’t feel comfortable with the financial commitment.

That’s why I developed the Bagel Method, a structured and patient-friendly way to present treatment that eliminates confusion, builds trust, and increases case acceptance. I call it the Bagel Method because just like ordering at a bagel shop, patients should know exactly what they’re getting, be given clear choices, and feel good about their decision.

How the Bagel Method works: My personal approach

When the doctor completes an exam in my office, he hands off the patient to me. Instead of rushing into costs and insurance, I sit the patient down and start with a simple question: "How are you feeling?" This gives me immediate insight into their mindset. Are they on board or do they seem hesitant? 

Then I ask, "Are you clear about the treatment? Do you understand how it will be performed and what it entails?" If they give me a confident, “Yes,” I move forward. If they hesitate or say, “Umm, I think so,” I take the time to review it all again.

B: Build trust first

I use anything and everything to explain treatment visually, such as models, old crowns, dentures that were left behind, or bone graft material that was dropped on the floor and couldn’t be used. If it helps a patient see the process, I use it. I walk them through the step-by-step process until they nod and say, “OK, that makes sense.”

A: Address the problem clearly

Patients don’t need a lecture on dental terminology; they need to understand why they need this treatment. Instead of saying, “You need a crown because there’s structural damage to the tooth,” I say,

"This tooth has been through a lot, and right now, it’s weak. A crown will protect it so you can chew comfortably and prevent further problems." It’s all about making it relatable and easy to understand.

G: Give visuals and options

I never assume a patient understands their insurance benefits because 99% of the time, they don’t. So, the next question I ask is, "Are you familiar with your dental plan?" Most patients say no, and even when they say yes, I can usually tell they’re not sure. So, I break it down in a way that makes sense. 

"Since you’re unsure, let’s review it together. Insurance companies send out a 300-page PDF that barely makes sense, so no one actually reads it. I’ll give you just the information you need to know." I pull up Stratus AI to show their exact benefits, and then I frame it in a way that makes them feel good about their plan.

"You actually have one of the best PPO plans available. Your insurance will cover up to $1,500 per year. As of today, you’ve used $500, which means you still have $1,000 available to put toward your treatment. Because we accept your insurance, we’re contracted to their lower fees, which means you save an additional 30% off our regular pricing. You’re getting more value than you think!"

E: Explain costs transparently

After breaking down what insurance covers, I move on to out-of-pocket costs, but I don’t just drop a number on them. Instead, I show them the breakdown and hand them a written copy. Then I have them take a photo of it because I want them to have the info on hand and not forget it the second they leave. Then, I ask, "Does all this make sense?" When they say, “Yes,” I move on to scheduling.

L: Lock in commitment before they leave

Here’s where many dental offices go wrong—they ask for money first. I don’t. I schedule the patient first.

I say, "Let’s get your appointment set up. I have next Wednesday or Friday open. What works best for you?" If they hesitate, I know there’s an issue. I don’t push, I just ask, "What’s your hesitation?" Then I let them talk. I wait. I listen.

Once I know the real issue, I offer a solution. “Is it the cost? We have financing options.” “Are you nervous about the procedure? Let me walk you through it again.” “Do you need time to think? I totally understand, so let’s pencil in a spot and you can call if you need to adjust it.” 

Once the patient is scheduled, go over payment

• If treatment requires multiple visits, I split the cost into thirds: a deposit upfront, then payments over each visit.
• I always collect a deposit and have the patient sign the treatment plan.

Why the Bagel Method works (and why my case acceptance is more than 90%)

• The Bagel Method builds trust first. Patients don’t feel rushed or pressured.
• It eliminates confusion. Visuals and clear explanations help them understand the treatment.
• It breaks down costs in a patient-friendly way. There’s no sticker shock.
• It increases same-day case acceptance. Patients commit before they leave.
• The key? Be consistent. Be transparent.  

When you create a system for case presentation and follow it every time, you’ll win every time.

Key takeaways

• Patients decline treatment because they don’t understand it, don’t feel financially comfortable, or aren’t emotionally convinced.
• The Bagel Method makes case presentation clear, structured, and approachable.
• Listening is everything. Pay attention to patient responses and you’ll know exactly how to guide the conversation.
• Never ask for money before scheduling. Get patients committed first, then talk payment.
• Case acceptance is all about confidence and consistency. The more you refine your approach, the better your results will be.

Since using this method, my case acceptance rate is well above 90%, and it’s because I take the time to get to know each patient, I keep it conversational, and I follow the same structure every time. 

If you want more case presentation strategies and resources, check out dentalofficemanagers.com. You can also connect with me at kylesummerford.com for tools that can help your practice grow.