Howard Speaks: What’s Your Typical Patient Experience? by Dr. Howard Farran, DDS, MBA

Howard Speaks: What’s Your Typical Patient Experience? 

by Howard Farran, DDS, MBA, publisher, Dentaltown magazine


From a potential patient’s point of view, finding a good dental practice is like finding a good Mexican restaurant.

If they’re new to town, they might start with an online search—scouring other people’s posted reviews, and narrowing the results within a driveable or walkable vicinity of their home or work. Or they’ll ask their neighbors or co-workers where they go and why.

Then they’ll check out top contenders’ websites—what’s on the menu there? Can they get a sense of what it’s like to be inside that location? Can they reserve a spot online, or should they call? They’ll probably drive by the building at least once, to get clues from the environment and the exterior the owner deems acceptable.


You’ve got to set your practice apart
In smaller towns, people might not have many choices, so they’ll get used to accepting what’s available locally unless something goes egregiously wrong. But in larger cities, options abound, so it takes more to stand out from the pack.

Many dentists think, “I do quality dentistry at reasonable prices. That should be enough!” But to potential patients, every dentist should be capable of performing quality work, just like any Mexican restaurant they walk into should be able to serve up a tasty taco plate. Competing on price, meanwhile, is a race to the bottom; patients who shop around for the biggest bargain will bolt from your practice as soon as they discover they can save a buck somewhere else.

What can you bring to the table to differentiate yourself and keep people coming back? The patient experience.


Quick, kind, convenient, competent service
A PwC study showed that Americans will pay up to 16% more for a great customer experience. Speed, convenience, helpful employees and friendly service are their top four priorities.

Your team is the clinical equivalent of a restaurant’s front-of-house staff. How do they greet people who walk in? Do they remember and recognize the regulars? Everyone wants to feel special, and the service that people receive from team members who are treating and assisting them goes a long way in making a great impression.

Stellar service can transform an OK eatery into a great experience, while subpar service will sink a place no matter how fantastic the offerings may be. The same applies for dental practices! Is your patient experience going above and beyond?

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Sally Gross, Member Services Specialist
Phone: +1-480-445-9710
Email: sally@farranmedia.com
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