The Dental Practice Heroes Podcast

You know what’s worse than not having an office manager? Having the wrong one. We all want that "perfect" hire, but perfect on paper rarely works in practice.

This episode explores what really makes someone the right fit, whether you're promoting from within or hiring from the outside, and how to set them up for success in their new role. You'll learn three important things: the trade-offs of hiring internally vs. externally, what you need to do before handing over the reins, and how to keep your practice running smoothly — with or without a manager.

Topics discussed in this episode:

• Why most outside hires fail
• The #1 onboarding mistake
• How to successfully promote internally vs. externally
• How to interview new office managers
• How to “build your bench"

This episode was produced by Podcast Boutique https://www.podcastboutique.com

GRAB THE FREE PLAYBOOK HERE - Discover 30 proven strategies top-performing dentists use to increase profits, cut clinical days, and finally enjoy the freedom they originally built their practices for.

https://www.dentalpracticeheroes.com/playbook

Take Control of Your Practice and Your Life

We help dentists take more time off while making more money through systematization, team empowerment, and creating leadership teams.

Ready to build a practice that works for you? Visit www.DentalPracticeHeroes.com to learn more.

Feeling trapped on the dental treadmill? That plateau between $1-2 million in practice revenue isn't just common—it's a critical crossroads in your ownership journey.

Dental practice owners typically hit this wall after establishing their core team (usually two hygienists, two assistants, and two front desk staff), then find themselves unable to push beyond despite working harder clinically. The fundamental problem isn't your clinical skills or work ethic—it's that you've reached the ceiling of what one dentist can physically produce while simultaneously trying to run a business.

I experienced this firsthand when my practice hit $1.8 million back in 2015. Despite efficient systems and block scheduling, growth seemed impossible without clinical burnout. I was constantly trying to squeeze in one more same-day patient while lacking the energy to handle the essential business responsibilities. The breakthrough came when I realized that most dentists don't actually own a business—they have a really good job. A true business continues generating revenue when you're not physically present, while most dental practices stop producing the moment the owner stops performing dentistry.

Breaking through requires four transformative mindset shifts: transitioning from dentist to owner, building a leadership team, systematizing operations, and developing problem-solvers within your team. By implementing these changes, I was able to bring on my first associate, reduce my clinical schedule, and unlock unprecedented freedom—taking 18 weeks off last year while my practice continued thriving.

The path beyond $2 million isn't about working harder; it's about working differently. Ready to stop being trapped by your practice and start enjoying the freedom of true practice ownership? Visit dentalpracticeheroes.com to schedule a strategy call and discover how our coaching can help you build the systems and leadership that create both profitability and freedom.

GRAB THE FREE PLAYBOOK HERE - Discover 30 proven strategies top-performing dentists use to increase profits, cut clinical days, and finally enjoy the freedom they originally built their practices for.

https://www.dentalpracticeheroes.com/playbook

Take Control of Your Practice and Your Life

We help dentists take more time off while making more money through systematization, team empowerment, and creating leadership teams.

Ready to build a practice that works for you? Visit www.DentalPracticeHeroes.com to learn more.

Imagine losing a team member who's been with you for years. Beyond the obvious recruiting costs, you're facing a cascade of hidden consequences: the training burden on your remaining team, eroding morale as staff wonder if they should be looking elsewhere, and patients noticing unfamiliar faces at every visit. That's the reality of turnover, and it's far more costly than most dentists realize.

Drawing from my own practice experience—nine years of remarkable stability followed by a challenging period of departures after COVID—I've discovered that reducing turnover doesn't require complex systems or extravagant perks. It comes down to three fundamental principles that are surprisingly easy to implement but transformative in their impact.

Recognition sits at the heart of retention. When I committed to giving each team member two specific compliments weekly (what I call "filling buckets"), I was shocked to discover how many quiet contributors I'd been overlooking. Creating systematic appreciation—sharing patient reviews, implementing token recognition programs, celebrating achievements—transforms recognition from an occasional afterthought to a cultural cornerstone.

Regular one-on-ones provide the psychological safety team members need to express concerns before they become resignation letters. These structured conversations aren't just problem-solving sessions; they're relationship-building opportunities that demonstrate you value each person's perspective. I've consistently found that periods of team unrest coincided with lapses in these critical meetings.

Finally, investing in your team's growth and creating a workplace where people genuinely enjoy their colleagues builds remarkable loyalty. People will tolerate significant workplace challenges when they love the people they work with and feel they're continuously developing professionally.

Ready to transform your practice into one where people want to stay? Visit dentalpracticeheroes.com to schedule a strategy call. We'll discuss your specific challenges and explore how our coaching program can help you build the team-driven practice that gives you more freedom, profitability, and peace of mind.

GRAB THE FREE PLAYBOOK HERE - Discover 30 proven strategies top-performing dentists use to increase profits, cut clinical days, and finally enjoy the freedom they originally built their practices for.

https://www.dentalpracticeheroes.com/playbook

Take Control of Your Practice and Your Life

We help dentists take more time off while making more money through systematization, team empowerment, and creating leadership teams.

Ready to build a practice that works for you? Visit www.DentalPracticeHeroes.com to learn more.

Not everyone should be a leader. Not even your star employee. The DPH Coaches learned this lesson the hard way, and this episode unpacks what can happen when you put the wrong person in charge. You'll hear how to be proactive and get the right people in the right roles, the signs you may have promoted the wrong person, and why an outside hire might be the best move. Leadership is too important to get wrong, so don’t miss this one!

Topics discussed in this episode:

• Early signs Dr. Henry’s new manager wasn't a leader
• What actually makes a good leader
• Internal hires vs. external hires
• Why internal promotions don’t always work
• How respect is earned in a practice

This episode was produced by Podcast Boutique https://www.podcastboutique.com

GRAB THE FREE PLAYBOOK HERE - Discover 30 proven strategies top-performing dentists use to increase profits, cut clinical days, and finally enjoy the freedom they originally built their practices for.

https://www.dentalpracticeheroes.com/playbook

Join Etch, Steve, Henry, and 14 other growth minded practice owners at this exclusive beachfront masterminding opportunity November 7 and 8 in Destin Florida.  Apply by setting up a strategy call HERE

Take Control of Your Practice and Your Life

We help dentists take more time off while making more money through systematization, team empowerment, and creating leadership teams.

Ready to build a practice that works for you? Visit www.DentalPracticeHeroes.com to learn more.

The sinking feeling of spotting a one-star review for your dental practice is something most of us know all too well. That pit in your stomach, the immediate defensiveness, the late-night rumination—it's a universal experience for dental professionals who pour their hearts into patient care. But what if everything we believe about the impact of negative reviews is wrong?

This eye-opening episode challenges conventional wisdom about online reviews by examining what actually happens when businesses face public backlash. Remember when everyone swore they'd never fly United Airlines again after the Dr. David Dao incident in 2017? The outrage was deafening—yet United's revenue actually increased that year. This surprising case study reveals a fundamental truth about consumer behavior: people care far more about their own experiences than someone else's story. Your patients judge you based on how you treat them, not on a stranger's angry review.

We dive deep into practical strategies for handling negative reviews and preventing them in the first place. Since roughly 90% of dental practice complaints stem from financial misunderstandings, clear communication about costs becomes essential. You'll learn why sometimes the best response to an unhappy patient is simply offering a refund—the sleep you'll gain is worth far more than the money you might lose. We also cover proven de-escalation techniques, how to craft professional responses to negative reviews, and why measuring meaningful practice metrics matters more than obsessing over star ratings. Whether you're currently dealing with review anxiety or want to prepare for the inevitable criticism that comes with business ownership, this episode provides both the perspective and practical tools to transform how you handle patient feedback forever.

Ready to create systems that ensure consistent, exceptional patient experiences? Visit dentalpracticeheroes.com for a free consultation on building a practice that runs smoothly, profitably, and can easily withstand the occasional negative review.

GRAB THE FREE PLAYBOOK HERE - Discover 30 proven strategies top-performing dentists use to increase profits, cut clinical days, and finally enjoy the freedom they originally built their practices for.

https://www.dentalpracticeheroes.com/playbook

Take Control of Your Practice and Your Life

We help dentists take more time off while making more money through systematization, team empowerment, and creating leadership teams.

Ready to build a practice that works for you? Visit www.DentalPracticeHeroes.com to learn more.

Ever wonder why certain dental practice owners effortlessly navigate challenges while others remain perpetually stuck? The answer isn't superior intelligence or working harder—it's a specific mindset that separates extraordinary dental entrepreneurs from the rest.

Through years of coaching dentists, I've identified three crucial characteristics that define the most successful practice owners. First, they absolutely refuse to live in ambiguity. While average owners accept problems as "just how things are," exceptional leaders view uncertainty as unacceptable. They embody the principle that those with the highest standards should lead, refusing to tolerate persistent issues or knowledge gaps. When faced with burnout or inefficiency, they don't resign themselves to it—they methodically find solutions.

Second, successful dentists continuously ask bigger, more ambitious questions throughout their careers. Their inquiries evolve from basic operational concerns to optimization challenges to transformative questions about leadership and delegation. This progression drives continuous growth while others plateau at "good enough." The most successful practitioners regularly examine all aspects of their practice, constantly identifying improvement opportunities rather than becoming complacent.

Finally, extraordinary dental practice owners leverage the right guides to multiply their growth. Whether through coaching relationships, mastermind groups, or mentorship connections, they understand that accelerated development comes from learning through others' experiences. They extend this problem-solving mindset throughout their organization by cultivating a culture of resourcefulness where team members bring solutions rather than just problems.

Ready to transform your practice experience? Implement these three powerful mindset shifts: establish a "no ambiguity rule," dedicate regular time for reflection and bigger-picture thinking, and invest in shortcuts by seeking guidance from those who've already navigated similar challenges. Your path to exceptional practice ownership isn't about working harder—it's about developing the resourcefulness to work smarter. Visit dentalpracticeheroes.com to schedule a strategy call and discover how to fully systemize your office while inspiring your team in ways you never thought possible.

GRAB THE FREE PLAYBOOK HERE - Discover 30 proven strategies top-performing dentists use to increase profits, cut clinical days, and finally enjoy the freedom they originally built their practices for.

https://www.dentalpracticeheroes.com/playbook

Take Control of Your Practice and Your Life

We help dentists take more time off while making more money through systematization, team empowerment, and creating leadership teams.

Ready to build a practice that works for you? Visit www.DentalPracticeHeroes.com to learn more.

Ever wonder why you're constantly busy but your practice isn't growing? The answer lies in understanding the critical difference between maintenance work and true business building.

As dental practice owners, we often mistake activity for productivity. We spend countless hours handling payroll, ordering supplies, managing schedules, and answering endless staff questions. These tasks give us the satisfaction of checking boxes, but they're merely keeping the lights on rather than creating growth or freedom. They're what I call "playing office" rather than working on your business.

GRAB THE FREE PLAYBOOK HERE - Discover 30 proven strategies top-performing dentists use to increase profits, cut clinical days, and finally enjoy the freedom they originally built their practices for.

https://www.dentalpracticeheroes.com/playbook

Take Control of Your Practice and Your Life

We help dentists take more time off while making more money through systematization, team empowerment, and creating leadership teams.

Ready to build a practice that works for you? Visit www.DentalPracticeHeroes.com to learn more.

We all have those patients that call and say they’re “sick” at the last minute. When it keeps happening, you’ve got to ask: is your cancellation policy working, or just being ignored?

In this episode, the DPH coaches share how they reduce no-shows and last-minute cancellations, hold patients accountable, and get their team to follow through. From how much to charge (if anything) to getting patients to value your time, you’ll learn how to lower your cancellation rate without losing patients.

Topics discussed in this episode:

• What your average cancellation rate should be
• Henry’s $50 deposit policy
• Why patients no-show or cancel last minute
• Language that reduces cancellations
• Training your team to enforce policies
• How to balance being understanding and staying firm

This episode was produced by Podcast Boutique https://www.podcastboutique.com

GRAB THE FREE PLAYBOOK HERE - Discover 30 proven strategies top-performing dentists use to increase profits, cut clinical days, and finally enjoy the freedom they originally built their practices for.

https://www.dentalpracticeheroes.com/playbook

Take Control of Your Practice and Your Life

We help dentists take more time off while making more money through systematization, team empowerment, and creating leadership teams.

Ready to build a practice that works for you? Visit www.DentalPracticeHeroes.com to learn more.

What if you could dramatically improve your dental practice without working harder or longer hours? The secret lies in understanding the butterfly effect – how small, strategic changes create massive ripple effects throughout your practice.

Most dentists make the same critical mistake: believing that increased production requires more patients, more procedures, or more associates. They chase these "big wins" while overlooking dozens of small levers hiding in plain sight – levers that could multiply profitability with minimal effort.

GRAB THE FREE PLAYBOOK HERE - Discover 30 proven strategies top-performing dentists use to increase profits, cut clinical days, and finally enjoy the freedom they originally built their practices for.

https://www.dentalpracticeheroes.com/playbook

Take Control of Your Practice and Your Life

We help dentists take more time off while making more money through systematization, team empowerment, and creating leadership teams.

Ready to build a practice that works for you? Visit www.DentalPracticeHeroes.com to learn more.