Who Really Needs New Patients? Let’s Talk About Customer Experience

In this episode, Chase and Ryan tackle the big question: Do you actually need new patients—or is the real focus on keeping the ones you have? Spoiler alert: It’s all about creating an unforgettable customer experience.

They dive into what sets their practices apart, sharing insights on building trust, intentional first impressions, and why your new patient process might be the secret sauce to long-term success. From greeting patients by name the moment they walk in to creating a seamless and welcoming journey, Chase and Ryan outline how their system helps even the newest team members look like seasoned pros.

You’ll also hear some laugh-out-loud moments as the duo recounts their own experiences with team training, awkward handshakes, and the importance of building genuine connections with patients. Whether you’re looking to refine your new patient process or simply curious about what makes a practice thrive, this episode is packed with actionable tips and plenty of humor.

👉 Hit play now to learn how to level up your customer experience—and why it’s the key to keeping patients (and your team) happy for the long haul.

LINKS:

https://www.thedentistsshow.com

Episode Minute By Minute:

• 00:00 Welcome to The Dentists Show!
• 03:00 Does your office need new patients—or better systems?
• 06:00 The first impression: What your front desk team says matters.
• 09:00 Why trust is the foundation of your new patient process.
• 12:00 Building genuine connections: Small actions, big results.
• 16:00 The black belt level of customer experience: Step-by-step.
• 20:00 How investing in your team makes your office stand out.
• 25:00 Final thoughts: Make your patients talk about you—in a good way.