Everyday Practices Dental Podcast

Everyday Practices follows Regan Robertson, Sara Hansen as they interview dental professionals about everything related to dental practice ownership from productivity & finances, patient interaction, leadership, and more.

Blog By:
chaddds

“Marketing is an inside out job. Everything culminates in that brick and mortar experience.” 
- Sara Hansen

Brief Overview of the Episode

This episode is a reality check on brand congruency. Regan and Sara walk through the check in and waiting room experience and explain why small inconsistencies quietly kill trust, case acceptance, and referrals. You will hear what to audit, what to fix first, and how to make the front desk your strongest marketing asset.

What This Episode Reveals

• Your waiting room is not décor. It is evidence. Patients use it to validate what your marketing promised.
• “High tech” collapses the moment the process feels outdated, confusing, or impersonal.
• The front desk is the hinge point of your funnel. If they are not trained and aligned, your marketing ROI takes a hit.

What You’ll Learn

• How to identify trust breaks between your website, your phone experience, and the moment a patient walks in
• A simple monthly audit to catch broken forms, confusing directions, and friction in scheduling
• How to use signage and a waiting room TV to guide patients without sounding salesy
• How to mine Google Reviews for proof that your brand promise is landing (look for keywords like “trust,” “comfortable,” “clear,” and “kind”)

If This Sounds Familiar

• Your marketing looks premium, but the office experience feels like a different brand.
• Patients book, then stall, reschedule, or no show after the first visit.
• Your team thinks the online forms work, but patients keep getting stuck.
• You keep spending more on marketing without seeing better patients say yes.

Next Steps

• Walk in like a new patient and write down every friction point from parking lot to check out
• Choose one trust break to fix this week (signage, check in flow, forms, lobby experience, or team scripting).
• Email sara@phoenixdentalagency.com and request the Waiting Room Checklist.
• Revisit your top three marketing promises and make sure your in office experience proves them.

Most dentists look at their numbers and hope they tell the truth. They rarely do.
If you want clarity, get it before the next slowdown exposes the gaps you ignored. Take a free 60 minute coaching session at InvestmentGradePractice.com 
and see what your practice has been hiding from you.