10 ways to lose a patient: A dental office manager's guide

Have you ever wondered how to turn a thriving dental practice into a ghost town? No? I haven't either, but I've got some insider secrets on what NOT to do if you want to keep your dental chairs filled and your patients smiling (both in and out of the chair).

Gaby Solano.

To ensure your patients don't see your practice as an uninviting dental home and a place to avoid, I present this tongue-in-cheek guide called "10 Ways to Lose a Patient." Grab your notepad, a pen, and perhaps a sense of humor as we discuss the 10 faux pas that could send your patients running for the hills, or at least to the practice next door.

Lack of communication

Have you ever tried playing charades with your dentist while they're wielding a drill? It's not fun. Keeping patients in the loop with clear explanations turns a potentially scary appointment into a collaborative health adventure. Leave the mysteries to Sherlock Holmes and keep our patients well-informed.

Feeling rushed

Nobody likes feeling like they're part of a dental assembly line. Giving your patients the gift of your time not only eases their anxiety but also makes them feel like the VIPs they are. Remember, quality over quantity!

Unexplained costs

Surprise parties? Fun! Surprise bills? Not so much. Transparency about costs helps avoid awkward "I owe you how much?" conversations, and it builds trust. Let's make dental bills as painless as the procedures.

Disregard for patient comfort

Think of your dental office as a spa for teeth -- comfort is key. A little empathy goes a long way in turning a dental visit from a dreaded appointment into a relaxing experience. Plus, who doesn't love a good chair massage?

Outdated techniques or equipment

Using equipment that looks like it belongs in a museum does not inspire confidence. Keeping up with the latest dental tech shows your commitment to providing top-notch care. After all, we're in the 21st century, not the Stone Age.

Lack of empathy

A cold shoulder won't keep patients warm. Showing understanding and empathy can transform a scary procedure into a bearable -- even pleasant -- experience. Remember, a little kindness can fill a cavity in one's heart.

Not respecting patients' time

Time is the only thing we can't get more of, so making your patients wait unnecessarily is the fastest way to show them you don't value their time. A timely schedule shows respect and professionalism.

Neglecting patient education

Knowledge is power, and educated patients are empowered patients. Take the time to teach your patients about their oral health. It's an investment in their loyalty and your practice's reputation.

Inconsistent care

Playing musical chairs with staff can leave patients feeling dizzy and disconnected. Consistency is comforting -- knowing who will be poking around in their mouth can turn a visit from nerve-wracking to reassuring.

Ignoring feedback

Feedback is the breakfast of champions, and ignoring it can leave you starving for patients. Show that you're listening and willing to adapt, and watch your practice grow stronger and more patient-friendly.

By steering clear of these 10 dental no-nos, you'll keep your patients returning and ensure they leave with a smile (brightened, cleaned, and cared for). Remember, the goal is to make your dental practice a place where patients feel valued, understood, and eager to return. Keep these tips in mind, and let's keep those dental chairs -- and your patients' smiles -- full!

Gaby Solano, originally from Mexico, has significantly impacted the dental healthcare sector alongside her husband, Dr. Miguel Guerra. In 2021, they opened a startup clinic, Exceldent, that quickly grew to more than 1,800 active patients in less than three years. The U.S. Small Business Administration in Sacramento, CA, awarded them the 2024 Startup of the Year award. She has completed all American Association of Dental Office Management (AADOM) distinction levels: AADOM Fellow, AADOM Master, and AADOM Diplomate.

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