When the Door Opens, Does It Match? (E.317)

“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• “High tech” collapses the moment the process feels outdated, confusing, or impersonal.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.

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TRANSCRIPT

 

[00:00:00] Sara Hansen: Hey doctors, I want you to think about your waiting room right now. What do you hate? Do you know if it’s helping or is it hurting your marketing efforts? Now sometimes doctors are like, what does my waiting room have to do with the marketing? And I can tell you guys as a former office manager and branding expert, um.

[00:00:25] Sara Hansen: Reagan and I are coming together and we have intentionally micro map the waiting room experience because you guys, we want you to be the best dental marketing practice that you can be. And we wanna help give you a clear path to not only maximize your marketing budget, but to help create an environment that builds trust and drives case acceptance.

[00:00:49] Regan Robertson: Reagan, man, I love it. I, you know, you know the first thing that popped into my head is Chin, GYN. How many times sectors have you heard? Chin GYN. Go check ’em out now. Chin democrat.com. Um, [00:01:00] they are always. Recording reels, insta reels from their waiting room, which is really interesting. So, um, I, yeah. If you’re, yeah.

[00:01:09] Regan Robertson: Listening right now, what’s the last waiting room that you were in? Can you even think of it and was it a memorable experience? I think I would’ve been hard pressed to, to think of one, had I not had chin in my. Instagram and I see it like all the time. They’re always doing reels from there, so I know what to expect.

[00:01:25] Regan Robertson: And they focus on holidays a lot, so they’ve got like holiday decorations up for everything. So I end up seeing that. So regardless of what I’m in, I end up usually seeing that waiting room. And the waiting room is doing the heavy lifting in their marketing because they usually are celebrating the holidays or they’re showcasing something that’s in the waiting room, um, or they’re sitting in the chairs as they’re, you know, giving some educational spiel.

[00:01:47] Regan Robertson: So it’s really interesting to me that, um, you know, marketing really is an inside out job and everything you do does. Ultimately culminate in that brick and mortar building experience. So

[00:01:59] Sara Hansen: [00:02:00] yeah,

[00:02:00] Regan Robertson: let, let’s talk about our micro mapping here. This is where we’re gonna, Hey, let’s do

[00:02:03] Sara Hansen: it.

[00:02:03] Regan Robertson: Yeah. We we’re gonna nerd out with you listeners right now.

[00:02:05] Regan Robertson: So Sarah and I are both kind of obsessed with these little micro intersections that

[00:02:10] Sara Hansen: Yeah.

[00:02:10] Regan Robertson: That help you, because we both, well Sarah comes from an office manager background, and so she’s been in the dental practice. She’s been in, you’ve been in dentistry, what, 26 years you said?

[00:02:19] Sara Hansen: Yes.

[00:02:20] Regan Robertson: Yeah.

[00:02:20] Sara Hansen: Long time. Yes.

[00:02:22] Regan Robertson: So I’ve been in branding for 26 years.

[00:02:24] Regan Robertson: Yeah, so we, we come at this with, with a lot of, not to toot our own horns, but it’s a lot of experience around this. And I have experienced, um, the good, the bad, and the ugly when it comes to living in marketing. I have been, um, celebrated for doing great marketing campaigns. I have been, um, put down in some pretty horrific ways for, you know, uh, I wanted you to market.

[00:02:46] Regan Robertson: You didn’t get me the number of X, Y, Z, whatever the end result was. And that. Instead of that being disheartening to me, for me it like was a challenge. It was an invitation to understand why that wasn’t the case. So I don’t like to [00:03:00] lose. I want to know why. And over decades of time, I mean, everything is an evolution.

[00:03:05] Regan Robertson: What I’ve found out is, yeah. If you are expecting your marketing to just get you patients in the door and you are not paying attention to what’s happening, as soon as that unhook happens, when it goes from a potential prospect all the way into, okay, now we’re, we’re we signed up, we’ve scheduled and we’re gonna walk in that door, you’re gonna, you’re gonna waste thousands of dollars every year and you’re gonna be really frustrated.

[00:03:28] Regan Robertson: So, um, so I know you and I are very passionate about these. These micro uh, moments and flash forward, you guys, you listen to the end, you’re gonna be able to get our checklist so that you can get your, uh, waiting room up to speed so that your marketing dollars are not having to work as hard and you’re being a smarter practice as a result.

[00:03:47] Regan Robertson: Should we. Should we dive into this, Sarah?

[00:03:49] Sara Hansen: Yes, please. You know, you’re speaking my love language.

[00:03:54] Regan Robertson: All

[00:03:54] Sara Hansen: right.

[00:03:55] Regan Robertson: So maybe the first one will, let’s do it. Let’s, I’m gonna call it a throwaway, uh, only [00:04:00] because we’ve talked about it so many times. Okay. But this is the 1 0 1 floor. Okay. So, so, uh, let’s talk about our imagery.

[00:04:06] Regan Robertson: So, when it comes to marketing, what do you think, Sarah? What, what should we, what should our doctors be doing right now?

[00:04:12] Sara Hansen: Doctors, if you have stock photos. Okay, so now I think, I hope you’re all picturing right now your website what that looks like. Um, again, Reagan, I’m so glad that you brought up Chin, GYN and how they represent themselves in their external marketing because again, you are seeing yourself in that practice.

[00:04:36] Sara Hansen: And doctors, that’s really what patients are doing when they see your external advertising. So whether that’s social media or website or whatever that is. The patients are looking, it’s almost like the dating game with, with the patients, but they’re looking, Hey, is this office right for me? And they’re trying to see themselves inside that environment.

[00:04:58] Sara Hansen: And so, you know, if you [00:05:00] have images of your practice and doctors, it doesn’t have to be 2026, fully decorated. Practice, but it needs to be something that looks, you know, exactly what it’s gonna look like when they walk into the practice. That is where we start that journey with them is again, we want our patients to know what to expect when they come to our practice.

[00:05:24] Sara Hansen: Um, I Reagan like. I mean, you, you and I have talked about Disneyland in the past, like we’ve talked about different experiences and you know, the, the biggest differentiating piece between Disneyland and some of those other places are we know what we’re going to expect and then when we get there. We don’t mind paying $10 for an amazing churro because we’re having the greatest time of our lives, right?

[00:05:51] Sara Hansen: The expectations have been met, and that’s really what we’re creating for our patients through the images that we’re using in all of our external [00:06:00] marketing.

[00:06:01] Regan Robertson: From a brand experience standpoint, something that I love is, uh, I, uh, quite faithfully get my hair dyed. It’s true, it’s not, it’s not my real color.

[00:06:09] Regan Robertson: It used to be circa 30 years ago. Uh, so I, I get my, I get my roots done. I make sure that I maintain that, and, but it’s a little bit difficult to see, uh, the grow out. And so I’m always really surprised, like, well. Let’s be real. Like there’s a lot of gray there, but, but if I, but if I, you know, I think it’s not too bad.

[00:06:26] Regan Robertson: It’s all right. And then I go and I get my hair done and I’m like, wow, this is like, so different. This looks amazing. And or like, you know, when you have a pair of shoes that you’ve worn forever and they’re fine, and then you get a new pair of shoes and they feel amazing.

[00:06:39] Sara Hansen: Yes.

[00:06:39] Regan Robertson: Um, I think the same is true with your waiting room and, and you can end up getting a disconnect.

[00:06:45] Regan Robertson: Not just visually, but um, but in other ways when it comes to your waiting room. So I would, I would say another great tip would be go go through your Google reviews and, and give them, give them a read through, see if they mention anything about it, and then look at the [00:07:00]photos. So great. You had photos taken.

[00:07:02] Regan Robertson: They’re not stock photos. And by the way, you know the, and the family page on the About Us page, you’ve, you have your son and your daughter, and that was like seven years ago. So

[00:07:12] Sara Hansen: yeah.

[00:07:12] Regan Robertson: Try to have a, like, um, either a mystery shopper or if you’re able to scrub your eyes, see it with a fresh lens. So is it time to get new photos and have it updated?

[00:07:25] Regan Robertson: Or as you walk through into that waiting room area, does it look as fresh and clean when you had the professional photographer come in and take all the photos or, you know, are the crumply magazines. Sitting out, is there dust on the fake flowers? Like take a, take a clean look at that because that does make a micro trust or micro break.

[00:07:47] Regan Robertson: And between your marketing and your waiting room experience.

[00:07:50] Sara Hansen: Yeah. And Reagan, I, I have to caution doctors sometimes when they market that they’re a high technology, [00:08:00] modern practice. And then if the patient comes in and you hand them a clipboard with paperwork to fill out. I am like, oh no, this is not high technology.

[00:08:10] Sara Hansen: So doctors, look at what that looks like, right from the patient experience. Ask your team and doctors. I can tell you team members can be sometimes brutally honest, but the great news to that is, hey. It gives us opportunities to look at like, oh shoot, I didn’t even think a patient would, you know, view it as that.

[00:08:32] Sara Hansen: Or you’re right, those fake flowers are pretty dated. You know, let’s find something else we can put in the practice. Um, but, you know, definitely making sure that. That patient is coming into the correct expectations. Now we’re setting that patient on a really great journey to go through your team and with you to become really what we’re looking for, which is a lifelong loyal patient.

[00:08:56] Regan Robertson: Oh man, you talk in Tech Stacks is my love language because [00:09:00] every patient intersection point has some sort of a tech stack. Like I can guarantee it. And the waiting room isn’t any different. So when it, like if we’re thinking about your marketing, um, and you’ve got, you’ve got on your website, you know, that you have, that you can schedule online, like that’s the opportunity to have, um, that would reflect the words that you use, right.

[00:09:20] Regan Robertson: Again, brand experience. If you’re using words like ma modern and luxurious and advanced, what does that mean? Uh, how do you define that? Is it, is it just the, the very expensive laser by the way that’s sitting in the back that it’s very worthy of celebration, but might not be well understood by the patient itself and how they define modern and luxurious?

[00:09:42] Regan Robertson: I think that’s, that’s really important. Uh, I’ve had it where. I’m really excited to schedule online and it doesn’t work. I’ve also had it where I’m, yeah, I’m really excited to fill out my forms and it doesn’t work. And then I go in, um, this is not Chin, [00:10:00] GYNI go in and uh, and they say, the front desk will say, oh yeah, we could never get that to work.

[00:10:06] Regan Robertson: Or, oh, it’s always bugging out, or, oh, and then the clipboard comes out.

[00:10:09] Sara Hansen: Yeah.

[00:10:10] Regan Robertson: And that to me is, is definitely a break between what marketing promises and then what’s actually delivered. So I, for as, from an like an office manager perspective, Sarah, how would you take your team through training with that?

[00:10:23] Regan Robertson: Because I know I’ve, I’ve been involved in, you know, the only organizations that I’ve worked in. Yeah. And introducing technology can be, uh, if, if it’s not like properly accounted for and not given training time, it can just be a, you know what show, not a good you what?

[00:10:39] Sara Hansen: And, you know, technology is amazing Intel.

[00:10:42] Sara Hansen: It doesn’t work and we get so frustrated. Um, but that is exactly. So I like to tell teams, Hey, let’s, let’s have some quality, uh, assurance, right? Every so often. So I know when I was an office manager, one of the [00:11:00] things that myself, but also the other team members would do, is we would take turns looking at different things in the practice from the patient perspective.

[00:11:09] Sara Hansen: So if we’re talking about the waiting room, I want you guys to walk in. To the waiting room like you were a new patient. What does that look like? What does it feel like? Do we have, you know, junk everywhere? Or does it feel warm and inviting? Um, also making sure that you guys are doing the things that a patient would be doing.

[00:11:29] Sara Hansen: So checking website links, maybe checking new patient forms, things like that. Because again, you wanna be prepared if something isn’t working, hey. It’s all right. We’ve got it. We, you know, we’re on the phone with whoever, um, getting things worked, but you never wanna have a patient be like, I can’t do anything.

[00:11:45] Sara Hansen: You know? Um, so I say make sure that you guys are kind of checking through that, through those processes like a new patient would. And even if you do it maybe once a month. And that’s kind of your reminder every time you have a team meeting, you know, to go through [00:12:00] a quote unquote patient journey I think would be a really great thing.

[00:12:04] Sara Hansen: Um, Reagan, I was also thinking, you know, doctors take no offense, while you know, you guys are incredibly important in the practice, I will say your admin team. Is sitting in the highest seat in your practice for the fact that they are the first interaction with a lot of your patients. They’re usually the first phone call.

[00:12:28] Sara Hansen: They’re the first person that a patient sees when they walk in. Yeah. And I think investing in your team, making sure that their phone skills are where they need to be, that they know how to best represent you. Um. You know, if you are advertising that we have financial solutions for our patients, you know, that sort of thing, but then your admin team is maybe not communicating that really well, we’re gonna have a, a brand break.

[00:12:56] Sara Hansen: Reagan, I mean, don’t you think that’s probably one of the most important [00:13:00] things a practice can look at? Is. They’re, they’re front.

[00:13:05] Regan Robertson: No, yeah. You had me by, uh, my skin. They’re, they’re your brand ambassadors. They’re your brand ambassadors. And when you have the first, they’re the first human that the, your, uh, that your patients are gonna come into contact with.

[00:13:16] Regan Robertson: So giving them the proper value is super important. Um, I, let’s help, let’s help the admin team feel seen, but also. Support in this. So I love that you brought up phones. Um, phones and signage are two areas where if they’re not attuned to the marketing that’s being put out there, you’re screwing yourself.

[00:13:34] Regan Robertson: You are wasting so much money.

[00:13:37] Sara Hansen: Yeah, Kenny. Okay. Doctors as the former om of, you know, keeping all the team in the loop for everything that’s going on really is something I would say. Please make sure your team knows. Um, again, if we have marketing out there and the team has no idea what it’s saying, they’re now blindsided when a patient.

[00:13:58] Sara Hansen: Calls to ask [00:14:00] about it. So it really needs to be something that the, the team is aware of. Hey, are we running a new patient special? Uh, are we accepting? Oh my gosh, you know, this again, it like, these are the conversations that the team needs to be aligned with because the last thing you want is a new patient calling the practice.

[00:14:17] Sara Hansen: And I’m like, uh, hold on one second. Let me check. Hey, uh, Reagan, are we doing that? I, I didn’t know. Oh yeah, it looks like we are doing that, right? You want to set your team up for success and you want them to feel confident in those conversations. You want them to be the patient advocate, um, and you want them to reassure the patient that they called the right place.

[00:14:41] Sara Hansen: Hey, we are the dental practice for you. I’m so glad that you found us. And then they’re off. They’re able to offer the support that the patient’s looking for.

[00:14:49] Regan Robertson: Where is, where is the proper house for, um, and space for training for that. So say, I like that you said new patient special, that’s one. Yeah. You know, marketing tactic, that’s likely gonna be [00:15:00] worked into a campaign or say a new service like Invisalign is now available.

[00:15:04] Regan Robertson: And there’s, so even running that one through the, through the chain, there will be additional questions that are going to be asked. How much time do you give your team, um, to, to really dedicate so that they can. Get fully up to speed and confident. Like I think that’s the underlying word. Yeah. And confident so that when we turn this on, uh, the marketing is going to be received when it hits the, the front desk in the waiting room.

[00:15:30] Sara Hansen: Yeah. You know, I think whether that’s in daily huddles that we’re talking about it, but for sure those big team meetings of, Hey, this month we have an Invisalign day coming up. Here are the parameters, here are the expectation. Here is what every role needs to do to either participate or promote this event.

[00:15:54] Sara Hansen: Right? Because we know it’s a full team event. Um, and I think just having that communication with the [00:16:00] team and making sure that everyone’s on board. It also gives doctors the ability, if there is. I don’t know, maybe an objection or maybe something that, you know, we’re not seeing the more eyes that are on something, it just gives different perspectives.

[00:16:16] Sara Hansen: So maybe something hasn’t come up yet, and then your admin team can relay to the team, Hey, I just had a question from a patient about this. Right? So again, it just allows. You to really push through, um, strategies in the practice that you are really looking to grow and that it’s going to minimize the chaos.

[00:16:36] Sara Hansen: Um, team, I, I know what the chaos looks like and doctors, I know you’re much happier when there is less chaos in the practice. Um, Reagan, this also brought up another, you know, point that I was just thinking about as we were talking about team conversations. Mm-hmm. Have you ever. Had an experience maybe sitting in a waiting room where there were conversations [00:17:00] being had that probably shouldn’t be had in a waiting room.

[00:17:05] Regan Robertson: Yes. Oh yes. Yeah. Yes. Between team members, between um, between patients, between, yeah. There’s, there’s always been conversations where I think, oh, that probably shouldn’t, shouldn’t be, shouldn’t be happening.

[00:17:21] Sara Hansen: Yeah. I, you know. Again, there are some times that are practices, maybe don’t have the room to have, you know, individual consultation rooms or things like that.

[00:17:33] Sara Hansen: But doctors, I would remind you that, you know, make sure that you’re having conversations with the patients either in the operatories or places that are more private patients get really. Embarrassed sometimes about different things, and especially if we’re talking about how do we relate to them, we wanna make sure that we can have personalized conversations, not with an audience.

[00:17:57] Sara Hansen: Right? And then, yes, [00:18:00] also, let’s make sure while, yes, it’s great that the team’s communicating, let’s make sure those conversations, um, you know, don’t affect maybe your patient experience

[00:18:10] Regan Robertson: or

[00:18:10] Sara Hansen: your patients.

[00:18:11] Regan Robertson: Man, that makes me think of signage. Oddly enough, it makes me think, yeah, of signage and, and how people can find their ways with it.

[00:18:18] Regan Robertson: So I Raise your hand if you’re driving, raise it safely. Raise your hand if you have felt like you’ve trained your team. You’ve told them that there’s a new patient special. They should know it, and then magically they forget it. Hmm. So that happens. Yeah. Welcome to the world of a Chief Communications Officer.

[00:18:35] Regan Robertson: What I learned is that it’s not, they don’t hate you and they’re not ignoring you. Um, they’re not, uh, they, they are still respecting you, but it takes humans many touches to get something to really sink in, uh, and, and stick. So that they can remember it. And that’s the, I think that fine line between Yes, I know, or I don’t know, or I kind of know over into confidence and I, that definitely plays true [00:19:00] with the conversations, like the private conversations, you’re gonna say that.

[00:19:03] Regan Robertson: And I, and I have a feeling that they will forget. They will say, oh, you know, I, I knew I should have been talking to Mary Lou, but I ended up, that’s just what we always do. So, uh, one trick, and I, I’ll be curious, Sarah, to hear if you’ve done this in your own practices as well. Uh, making sure that they have signage up for themselves to understand what marketing is doing.

[00:19:24] Regan Robertson: So in the break room, for example, or if you have like a staff, even you have a staff bathroom, because what are they gonna do? They’re gonna sit there for a second. They’re gonna look at something. Is that an opportunity? I would use that as an opportunity to say, Hey, by the way, remember we talked about that new patient special, it’s going out on the website where this is how we handle it.

[00:19:44] Sara Hansen: So I love that you bring up the bathroom. Yes, it’s great for a team, but also doctors. One of the best places for marketing is in your bathroom for that exact same reason. Now, you know, obviously we don’t want it to be [00:20:00] tacky, but having some little signage, maybe having, you know, something up on the wall again, it.

[00:20:07] Sara Hansen: I promise you doctors, you put something in your bathroom, the doctor or the patients will ask you about it. It sounds weird. It sounds cheesy, but it is true. Reagan. I would also say going back to the waiting room, make sure doctors, as you think about your current waiting room. What marketing opportunities are there?

[00:20:28] Sara Hansen: Like so often I think we forget about technology that you probably already have in your practice. So if you have a TV in the waiting room, yeah, it’s really easy for. And I say that as a marketer, it’s real easy doctors, but you know, it is one of those things that you have the opportunity to maybe have a little slideshow and on each of those slides promotes things within the practice.

[00:20:52] Sara Hansen: You know, my guess is that most of your patients don’t even understand all the services that you offer. Maybe [00:21:00] different things that are coming up. They don’t,

[00:21:01] Regan Robertson: it’s for sure they don’t. For sure they don’t. Yeah. You can be college ed educated and still not know, uh, things about your oral health. That’s brilliant.

[00:21:10] Sara Hansen: And so having even the TV in your waiting rooms with that information, you know, having anything out that obviously doesn’t look tacky, that, you know, blends with your brand. Right? Since that’s what we’re really talking about today, but that’s an opportunity. Um, I would be. I would love for doctors to do this little test, um, which is how many times a day throughout the entire practice.

[00:21:36] Sara Hansen: So ask every team member, does a patient say to you, are you accepting new patients? Because they simply don’t know, and if we’re not having conversations with them. Saying, Hey, we’d love to see more patients like you. They just don’t know that you are seeing referrals. Um, and that’s why they’re asking. So I think it’s good to make sure that we have that [00:22:00]staff, you know, up because our patients, they just need to be educated.

[00:22:04] Regan Robertson: Your energy will rub off on others and, and, and yeah, it can feel scary because it feels like sales. So announcing things can feel like sales. But, uh, but I walked into a practice not that long ago and they had a sign, uh, on like the little checking counter that said it was, had like little like confetti.

[00:22:23] Regan Robertson: Like images on it, and it said, now accepting new patients. Now I can see how most people wouldn’t put something like that up in a waiting room because you’re already there because you’re a patient. Uh, but that, that spreads word of mouth that is taking your marketing and it’s, now make sure, I would say make sure from the branding perspective, if you’re using an, an image, right, you’ve got little confetti or whatever it is that’s, you know, that’s on that sign.

[00:22:47] Regan Robertson: Put it on your social media, share it, put it on your website, make sure that it is congruent. It takes space repetition for that brain to really lock in and have, um, a congruent experience that builds trust so [00:23:00] that, um, is, it’s real estate. You don’t have to clutter your front desk, but be strategic about it.

[00:23:05] Regan Robertson: What are you talking about? What do you want? And then communicate that. So signage, I think the TV is absolutely brilliant because of course you can, you can put those slides up. It is. It’s not that it’s like easy or hard, it’s possible. So if it’s possible, it’s possible. If you have a tv, you know, give an agency a call.

[00:23:23] Regan Robertson: Give.

[00:23:24] Sara Hansen: Yeah,

[00:23:24] Regan Robertson: exactly. Make it happen.

[00:23:26] Sara Hansen: Yeah. You guys, I’ll walk you through how to do it. Just call me.

[00:23:30] Regan Robertson: I’m gonna be the set.

[00:23:32] Sara Hansen: But Reagan, I also wanna touch on something else that was top of mind for me recently talking to a practice about, which was, um, you know, yes, we want that extension of our brand in the waiting room to be exactly what we want patients to fill, right?

[00:23:49] Sara Hansen: So if you’re advertising. Modern technology and comfortable care and friendly team and all those different things, um, I think that is fantastic. [00:24:00] However, if we also have at the very first stop that the patient makes in that new patient experience is maybe signage that says something like All copays are due.

[00:24:14] Sara Hansen: Right now at the time of service, um, while I completely 100% agree with that statement, doctors hear me loud and clear, yes, you need to be paid. Yes, they need to pay for their services. However, from a patient perspective, now you’re putting that top of mind to the patient of like, it. It comes across a little abrasive and they’re like, oh, like they wanna make sure they get paid, which of course you do.

[00:24:37] Sara Hansen: However, again, it’s about that communication and now what that’s telling the patient is not compassionate care friendly team, modern technology. What that’s telling the patient is they want to be paid today. So it’s putting now finances at the very front of everything else now that comes behind it. And really what we want.

[00:24:59] Sara Hansen: Again, [00:25:00] that patient experience to set the tone for everything else that comes. So by the time they get to the treatment coordinator or yourself or your financial person and they say, this is how much the treatment’s going to cost, the patient’s like, great, where do I sign because I see value in this experience.

[00:25:19] Regan Robertson: Y you know what I’ve done with this? I love that you shared that particular example. Take those messages, like really do get a, get a blind eye, go out, find if there’s signage like that, and then compare it to what’s on your website right now, or compare it to how you talk about things in, in the social media aspect.

[00:25:35] Regan Robertson: I mean, there’s some incredible dentists on TikTok tearing it up right now. They’re humorous, they’re hilarious. Um, and. If I were to show up to one of those practices and I met with that, right? It is a necessity, but a necessity can still come across in a warm and compassionate tone, um, or whatever tone it is that matches the messaging that you’re already doing.

[00:25:56] Regan Robertson: That is a really great little micro tweak that you can [00:26:00] make, and it’s. Ridiculous you guys, how those little micro tweaks make someone feel seen and held and cared for. Um, when you get all of those aligned just right, the road to case acceptance is just so much easier. And doctor, it’s nice to make your job not as hard.

[00:26:17] Regan Robertson: I know it feels like. Something that’s, that’s minimal. But, um, but it really adds up. You have to think about it like investing dollars in the bank. It adds up and by the time they get to that treatment share, um, it’s, it’s a whole, it’s a whole new game and it’s, um, it’s when you have a, a much higher chance of winning.

[00:26:34] Sara Hansen: Yeah, Reagan, going back to Google reviews, when you said just barely, you know, gather some of that data, doctors did you know that in Google reviews you can actually type in keywords? So for example, I

[00:26:48] Regan Robertson: didn’t know that. I didn’t know that.

[00:26:50] Sara Hansen: So when you’re looking for, so when you pull up your Google reviews, if you type in compassionate, or if you type in, you [00:27:00]know, um, trust, yeah.

[00:27:03] Sara Hansen: It will come up and it will actually show you how often that word is mentioned in a Google reviews. So, doctor, I have a tip.

[00:27:10] Regan Robertson: Okay, wait. You’re gonna show me this after we get off the recording because do you know how many brand audits I have done over the last decade where I have to scroll endlessly and count, like find the word patterns myself?

[00:27:22] Sara Hansen: Ridiculous. Yes, it’s there. It’s there. Okay. So doctors, if you have key characteristics or maybe things that you’re advertising on your website, so if you’re advertising trusting environment or trust, I challenge you to go to your Google reviews, type that word in and see how many times that that word comes up.

[00:27:40] Sara Hansen: If that comes. Multiple, multiple times. Then guess what? Doctors, you’re hitting that brand congruency in that trusting department. If you’re advertising trust, and yet that’s never in any of your Google reviews, that is such a good opportunity for you to say, holy cow. Okay. How do we then [00:28:00] create. Those trusting moments for our patients so that they actually feel that way.

[00:28:06] Sara Hansen: Google reviews are amazing feedback because the patients really are honest and they’ll tell you exactly, you know how they feel, how the experience was. So that is the best way to gauge the branding element of your marketing. Oof.

[00:28:23] Regan Robertson: Yeah, we’ve covered, we’ve covered a ton. Uh, if you’ve made it this far, you guys, uh, congratulations.

[00:28:29] Regan Robertson: Email Sarah s ara. Yeah. At Phoenix dental agency.com and you can get your very own waiting list, uh, checklist. Yeah, I’m happy. So Reagan, you and I were on a mission, right?

[00:28:42] Sara Hansen: Yeah. We’re on a mission to help doctors and teams. You guys, I come from where you are. I want to give you the tips and tricks that I wish I had, being in the dental practice.

[00:28:54] Sara Hansen: And so I wanna support you. So yes, please email me. I’m happy to send it to you. [00:29:00] Um, and you can kind of go through it with your team and look at it and see how you guys are doing. Um, and I’m always there to give. Feedback and, uh, you know, support as you need it.

[00:29:11] Regan Robertson: Well, thank you so much, Sarah. This has been a blast.

[00:29:14] Regan Robertson: Listeners, thank you for tuning in. If you have feedback for Sarah and I, uh, you can email sarah@phoenixdentalagency.com. Um, or myself, Reagan, R-E-G-A-N, at productive dentist.com. We’re really open to it. Um, we, we really, uh, are taking, are doing good while doing good this year, moving it forward, and we are here to share everything that we know, uh, so that you.

[00:29:35] Regan Robertson: Don’t spend so much on marketing and you actually make it work for you really well, and you create a patient experience that gets you more patients, the patients that you deserve, the ones that you want, the ones that are ready to say yes to care. So that’s why we’re here, and thanks so much for tuning in.

[00:29:49] Regan Robertson: Bye.