Dental Practice Heroes The #1 Case Acceptance Bottleneck Dentists Ignore
Dec 1, 2025
Dr. Henry Ernst, a dental practice owner and coach, teams up with Dr. Steve Markowitz, an experienced large-practice owner, to tackle a critical yet overlooked issue: the front desk. They discuss the importance of specialized training for front-desk staff to enhance case acceptance. From the necessity of dedicated treatment coordinators to fostering a sense of ownership among the team, their insights highlight how accountability and proactive follow-up can dramatically improve patient engagement. Discover practical strategies for boosting operational success!
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Front Desk Failures Are A Training Problem
- Front desk breakdowns are often a training problem, not a patient problem.
- Paul Etchison says the final 'yes' depends on trained front-end communication and follow-up.
Teach Simple Dental Language To All
- Train every team member in basic dental language so they can explain treatment simply.
- Henry Ernst uses a one-hour 'Dentistry for Dummies' video, a test, and role-play to build confidence.
Follow Up On Unsold Plans Systematically
- Use scheduled follow-up calls to convert undecided patients.
- Henry recommends calling two days, two weeks, and one month after to ask simple confidence-check questions.