Power Bite 2: The EARR Method

The EARR Method: Stop Saying “That’s OK”

In our last Power Bite, we tackled a common habit that can cost your practice big time—automatically saying “That’s OK” when a patient cancels at the last minute. But once you don’t say it… what do you say instead?

That’s where this week’s Power Bite comes in. We’re introducing a simple, powerful tool: The EARR Method—a proven conversation structure that helps you handle short-notice cancellations with empathy, clarity, and confidence.

Think EAR—Here’s How It Works:

• E = Empathy
  Start with sincere concern. Even if it’s the third time they’ve canceled, show you care.
  “I’m sorry to hear that. Is everything okay?”

• A = Ask
  Never assume. Gently ask if there’s a chance they can still make it.
  “I understand things come up. Is there any possibility you could work it out to be here for your 2:00 appointment with Dr. Smith?”
  Then pause and let them respond.

• R = Remind
  If they can’t come, explain your cancellation policy—calmly and kindly.
  “While I look for another time, may I quickly review our appointment policy with you?”

• R = Reschedule or Restrict
  If it’s a one-off, go ahead and rebook. But if it’s a pattern, it may be time to set boundaries.
  “To keep our schedule running smoothly, it may be best to add you to our executive list. We’ll text or call you same-day when something opens up.”

This approach keeps the conversation positive, sets clear expectations, and protects your schedule from repeat disruptions.

Mindset Shift: 80/20 in Action

Here’s a helpful perspective—about 80% of your short-notice cancellations come from 20% (or fewer!) of your patients. You can’t prevent every cancellation, but you can take control of how you respond and how often those patterns repeat.

Members: Download 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 and their accompanying Power Sheet 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.

Watch for Your Weekly Power Bite!

Every week, we’ll deliver a new Power Bite video in Wednesday’s AADOM Insider newsletter. AADOM members can access all Power Bites and downloadable worksheets anytime on eCampus. We’re here to support your success—because when you thrive, your practice thrives too.

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