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Power Bite - Ep 1: Catch the Cancel

Power Bite - Ep 1: Catch the Cancel

When a patient cancels last-minute, what’s your first response?

If your go-to line is “That’s OK,” it might be time for a reset.

Welcome to the very first edition of AADOM’s brand-new Power Bites series—quick, power-packed videos designed to help you strengthen your leadership skills, build a stronger team, and tackle everyday practice challenges with confidence. Each video is under five minutes and comes with a downloadable Power Sheet to help you share what you’ve learned and take action right away.

In this kick-off video, AADOM’s Executive VP Penny Reed dives into one of the most common (and costly) habits in dental offices: reflexively saying “That’s OK” when a patient cancels on short notice.

But is it really OK?

This Power Bite introduces a fun, memorable way to interrupt your own reaction and shift into curiosity instead of compliance. With a playful nod to iconic characters like Mrs. Doubtfire or Julia Childs, Penny shows you how to break the pattern, reset the tone, and lead the conversation with confidence.

Why it matters? Because how you handle cancellations affects your schedule, production—and your practice culture.

You’ll learn:

  • Why “That’s OK” sends the wrong message (even if you mean well)

  • How to build a simple script that supports your patients and your practice

  • A quick, quirky thought pattern interrupt you won’t forget (seriously—just try it!)

Don’t forget your Power Sheet! 

Use it to role-play with your team, reflect on your own habits, and start shifting your language right away.

Power Bites are included with your AADOM membership and available anytime on eCampus. Look for a new one in your inbox each week—and start powering up your practice, one bite at a time.

Penny Reed

Penny Reed

President

Dental Growth Officer

Penny Reed is the Founder and President of Penny Reed – Dental Growth Officer, providing advisory services and training to practice owners and leaders in the dental profession. She also serves as Managing Director of Practice Growth Advisory at HealthStream Ventures, where she helps founder-led practices and emerging dental groups strengthen leadership, operational infrastructure, and strategic clarity as they prepare for the next phase of growth. 

With more than 30 years of experience, Penny brings a behavior-based approach shaped by her background as a certified behavioral consultant with the Institute for Motivational Living and a former Dale Carnegie trainer. A former dental office manager, she serves on faculty for the Nash Institute for Dental Learning, is a Dentistry Today Leader in Dental Consulting, and the author of Growing Your Dental Business. A professional speaker, she is known for delivering practical, engaging programs on leadership, culture, and communication. 

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Power Bite #1 - Catch the Cancel
Open to view video.
Open to view video. In this quick, high-impact video, AADOM’s Penny Reed reveals a better way to respond when a patient cancels last minute. Instead of automatically saying “That’s OK,” learn how to pause, reset, and lead the conversation with confidence. You’ll discover a fun “pattern interrupt” technique that helps shift your mindset—and your message—so you can protect your schedule without sounding pushy.
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Power Sheet #1 - Catch the Cancel
Open to download resource.
Open to download resource. This Power Sheet is your follow-up tool for Power Bite #1: Catch the Cancel. Use it to help your team break the habit of saying “That’s OK” and start handling last-minute cancellations with more confidence and control. Includes a simple mindset shift, role-play prompts, and a fun pattern interrupt technique to keep your front desk prepared—and your schedule protected. ✔️ Practice a new response to cancellations ✔️ Use humor to stay calm and curious ✔️ Reinforce consistent communication across your team Perfect for quick team training, morning huddles, or one-on-one coaching.
You must register to access.