I’ve been thinking about this a lot lately.
In a lot of dental practices, it seems like the owner thinks the marketing is not working, but the bigger leak may be happening after the patient clicks, calls, schedules, and shows up.
The website may look good. The ads may be fine. The videos may say the right things. But when the patient gets to the actual office, the experience does not always match the promise.
The front desk tone, check-in process, handoffs, team energy, financial conversation, and general “feel” of the practice all communicate before the doctor ever presents treatment.
So my question is:
Where do you think practices lose the most trust?
Is it the phone call?
The first five minutes in the office?
The handoff to the clinical team?
The treatment presentation?
The financial conversation?
The follow-up?
I’m less interested in theory and more interested in what people are actually seeing.