Your Website Isn’t a Marketing Tool. It’s a Mirror (E.310)

 

“Doctors, your website isn’t a marketing tool. It’s a mirror, and sometimes what it reflects isn’t pretty.” – Regan Robertson

Brief Overview of the Episode

In this revealing discussion, Regan Robertson is joined by website developer Kenny Davenport and dental marketing strategist Sara Hansen from Phoenix Dental Agency to unpack what makes a dental website truly perform. From slow load times and stock photos to outdated content and poor responsiveness, the trio breaks down why your online image tells patients everything they need to know about your brand long before you meet them.

What This Episode Reveals

• A beautiful website doesn’t guarantee results. It is about conversion.
• Patients judge your trustworthiness in the first 10 seconds online.
• Stock photos destroy authenticity and cost you new patients.
• Responsiveness and speed are invisible trust signals.
• Brand breaks between your website and in-person experience cause patients to walk out.

What You’ll Learn

✔ The three-second rule that determines whether patients stay or leave
✔ Why outdated photos, slow load times, and poor accessibility break trust
✔ How video and authentic imagery can double new patient conversions
✔ Why blogs still matter in 2025 and how to make them work
✔ How the right champion inside your practice keeps your website alive and converting

If This Sounds Familiar

• You spent thousands on a new website but calls and form fills are flat.
• You’re unsure what good performance actually means.
• Your website looks nice but doesn’t feel like your practice.
• You keep meaning to update your team photos when things slow down.

Next Steps

Visit PhoenixDentalAgency.com and request a free website audit.
See what your patients are really seeing and discover how small changes in authenticity, speed, and content can translate into exponential trust and growth.

 

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TRANSCRIPT

[00:00:00] Regan Robertson: Doctor, I know that you think your website is a marketing tool. It’s not. It’s actually a mirror and sometimes what it reflects is not pretty. You’ve probably spent thousands on getting a beautiful design, and that’s great. You’ve put an effort into your SEO and the overall branding, but are patients still ghosting you online?

[00:00:31] Regan Robertson: Do you even know if patients are ghosting you online? If your website looks great, but it’s not converting, what and where is the real problem actually hiding. This is an internal discussion with two people that are absolute experts in their field, and I invited them to join me today and said, I want everyone that’s in dental to hear this discussion because you can benefit from it greatly before [00:01:00] 2026.

[00:01:00] Regan Robertson: And. I think put in some really great changes to your own website. So to dig into this topic, we have with us Kenny Davenport and Sarah Hanson, both from Phoenix Dental Agency. Kenny has built websites for over two decades now, and I’ve been part of his process like. His journey. Grateful to see the evolution of it, and this man is constantly passionate for online presence, websites, and just building the best, most user-friendly experience possible.

[00:01:33] Regan Robertson: And Sarah Hansen, who has been an office manager in the dental practice, comes with an enormous background in dentistry and is everything that exists when it comes to pulling authentic marketing through to an effective strategy. So together. We’re all gonna sit and pull the curtain back today, and we’re gonna talk about what actually makes a website work and what questions you should be asking yourself so that you can get the most outta your website and you aren’t just [00:02:00] throwing money down the trade.

[00:02:02] Regan Robertson: Kenny and Sarah, welcome to Everyday Practices Dental Podcast. How are y’all doing?

[00:02:07] Kenny Davenport: Outie? Ney? Doing well.

[00:02:09] Sara Hansen: Hi, how are you?

[00:02:11] Regan Robertson: Well, I’m doing great. I know that you’re eating lunch, Sarah, right now. I know that Kenny’s pulled off a project right now. This would really be a meeting of ours and, uh, I’m, so I, I’m gonna ask you guys.

[00:02:22] Regan Robertson: Since I’ve worked with clients myself, since I’m responsible for PDA’s websites and their performance as well, uh, I, so I’ve had my own websites and worked on client websites. There are a lot of numbers to look at to have a website, so it’s easy to get a website up, but. How that website is put together and, and the data that comes as a result of that website can mean wildly different things.

[00:02:45] Regan Robertson: So since Kenny, you’re like a technician, since you’re the, the website developer and you work on the backend, I’m gonna start with you and then Sarah, I’m gonna go to you. I really wanna know when a website is actually working. What metrics are you paying attention to from your [00:03:00] perspective and what matters?

[00:03:06] Kenny Davenport: So I think you hit the nail on the head earlier when you’re talking about converting. Um, you know, that’s really what you’re looking for is, you know, is your website converting? So, yes, visits is really cool. Uh, that was, it’s always been a nice metric. See how many people have come to your website. Um. If they’re just going and bouncing, it doesn’t really do you any good.

[00:03:26] Kenny Davenport: Uh, so form submissions are huge. Uh, the form submissions come in, uh, calls are huge, and if those lead to conversion, then I’d say you’re doing pretty darn good.

[00:03:38] Regan Robertson: Thank you. Sarah, how about you?

[00:03:42] Sara Hansen: Well, I say from a practice perspective, we like a website to do a few things. One is websites are not created equal.

[00:03:52] Sara Hansen: Um, and Kenny can speak more to that from the backend. So from the backend it should be doing a lot of different things that, you know, we like [00:04:00] to geek out about Hank Kenny from. Standpoint, but from a practice perspective, the metrics that we really like to look at is one, is it actually converting patients?

[00:04:11] Sara Hansen: Um, a website should not just be on the interweb looking pretty and you know, just sitting there. If your website is not actually converting patients, then you shouldn’t really have a website because if it’s not working for you. Then, you know, what is the point of one? So, and you can track that through actually the conversion rates.

[00:04:32] Sara Hansen: Right? Um, how are your patients finding out about you? We can put call tracking on there, we can put web forms on there. Are they requesting appointments through your website? Do you even have that technology on your. Which we know is crucial right now. Um, a lot of people are looking for the convenience of that.

[00:04:49] Sara Hansen: They don’t want to have to call to make an appointment. Um, you know, oftentimes they’re at work, they’re busy, they know that they need an appointment. It’s top of mind for them, and so they quickly want to [00:05:00] request an appointment. Um, you know, it’s interesting, Reagan, when we talk about. Stats, there are so many stats that we could really pull out about a high performing website.

[00:05:11] Sara Hansen: Um, actually really changes practices, revenues. Um, it is mind blowing when we think about conversion rates, building trust with patients instantly. Um, that is crucial to your website.

[00:05:26] Regan Robertson: I love how both of you jumped to the end in alignment and said it’s conversion. Conversion is what matters. And if you were anyone who’s ever worked with any marketing agency, you will usually get a report.

[00:05:37] Regan Robertson: And that report has all sorts of data on it. It has the impressions, it has the, uh, you know, what pages are visited most. And then if, if you really get down into the weeds, how many seconds somebody was on Kenny to your testament, you said, you know, we don’t want them to bounce like meaning. I’m assuming we don’t want them to be there for a few seconds.

[00:05:54] Regan Robertson: And then. Then leave and all of those little metrics can be, um, they can look like [00:06:00] action and then they’re really not. And so cutting to the chase of the conversion that, that gets to the, I mean, that just attacks it right from the head. Kenny, I want you to, um, walk me through what makes that conversion from a technical standpoint.

[00:06:17] Regan Robertson: So for example. How fast a website loads, what are the things that you are working on behind the scenes that help make that user experience really great and supports conversion? Because I don’t know that people even know the elements of it or know to ask about that.

[00:06:37] Kenny Davenport: I was hoping you’re gonna touch on the, uh, the loading, uh, so I can nerd out a little bit.

[00:06:43] Kenny Davenport: Uh, so your website, every time you pull up a website, um, you know it takes a certain amount of like megabytes, and if you’re on a slow connection, it’s gonna go slower. If you’re on a fast connection, it’s gonna faster, but even on a typical fast connection, you wanna get your website to load in at least three seconds.[00:07:00]

[00:07:00] Kenny Davenport: Um, people’s attention spans and their patience is really low.

[00:07:05] Regan Robertson: So if it just spins and doesn’t load up, you think they’ll bounce because of that?

[00:07:08] Kenny Davenport: Yep.

[00:07:09] Regan Robertson: Yeah.

[00:07:10] Kenny Davenport: Wow. Uh, another thing is making sure all your information is accurate up to date. Uh, especially if you have something like, um, specials on there, uh, financing, that sort of thing.

[00:07:21] Kenny Davenport: ’cause you really don’t wanna be caught off guard with having that info.

[00:07:25] Regan Robertson: Mm-hmm. What about, uh, accessibility? That’s something that I’ve learned about recently is, is how, how to make it accessible for people with different needs.

[00:07:35] Kenny Davenport: So accessibility For me, it’s, it’s always been kind of a passion thing. Uh, when I was just starting web design, uh, I had a relative who’s his vision is he’s darn near blind, and I saw him using a computer and just seeing how difficult it was.

[00:07:49] Kenny Davenport: Like, whoa, that’s crazy. And you know, since then technology is really moved where you don’t have to have all this extra software. You can build this right into the website. So [00:08:00] anyone with a disability, um, visual challenges. Um, maybe if they’re, uh, a little sensory overloaded, you can do things with that. So you can adjust the contrast.

[00:08:11] Kenny Davenport: You can make texts bigger. Uh, you can turn off all the animations and just kind of calm it down a little bit. You can highlight links. They’re just unlimited things that you can do and you absolutely should do. Uh, there, I believe there are laws about, um, your website should be accessible. Um, but to what degree?

[00:08:32] Kenny Davenport: It really depends on what you wanna do. Ours is. Uh, about as good as you can get.

[00:08:38] Regan Robertson: It’s, I love that you have a personal tie into that too, because it wouldn’t be, unless I know someone or I personally have some sort of disability that would make seeing or reading websites difficult, I don’t know that that would be top of mind, um, at all.

[00:08:51] Regan Robertson: But you did mention that there is a legal component, so it’s just an area for me to, to highlight. It’s an assumption that I’d love to see. It, it, it’s an assumption that [00:09:00] every website is accessible, but, but to what degree?

[00:09:03] Kenny Davenport: Right. Um, another thing is, you know, I’m three years shy of 50. I’ve noticed my vision’s, eh, it’s going a little bit.

[00:09:10] Kenny Davenport: So if I could pull up a website and just like pop up that text a little bit, it really helps.

[00:09:17] Regan Robertson: Yeah. I’ve got my readers on now finally at that, that this point.

[00:09:21] Kenny Davenport: I’ve got myself, uh, taking pictures of small text and blowing it up.

[00:09:26] Regan Robertson: Well, I think that that slides us into design really well and, and the aesthetics of it because, you know, it’s really common to look at trends and wanna follow the trend and be trendy.

[00:09:36] Regan Robertson: And, um, and I, there’s a, that is honestly a dangerous and a really costly decision if you are following trends, uh, strictly. So I’m curious, um, Sarah, I’ll start with you. Uh, who like. When, when would you pull in and say, okay, this is wise to follow a trend? Or, or when would you caution them, uh, against that?

[00:09:59] Regan Robertson: And what’s [00:10:00] your philosophy around, around being popular from a website perspective? Uh, in, in regards to trends?

[00:10:07] Sara Hansen: Yeah. Uh, when it comes to popularity, what I would consider makes a website popular is really the engagement or the authenticity coming from a website. So, um, and that’s really what patients are looking for, um, is, are you, are you who you say you are.

[00:10:28] Sara Hansen: So. For example, they know that you’re a dental office. They know you most likely do implants, crowns, you know, they can probably get a general checkup and cleaning. But what they’re looking for is, what else? What is that other thing? Um. Reagan, I think you’d probably be really surprised to know that most websites, uh, don’t have updated photos.

[00:10:51] Sara Hansen: Most websites have a lot of stock photos. Doctors, if you have stock photos on your website, I wanna throw a stat [00:11:00] out because I don’t think. In the dental industry, they realize the impact that it’s making on actual new patient conversion. Um, new patients are actually really, it’s almost like the dating game, but what they’re looking for is they’re looking for a provider that really can, they can establish trust with, right?

[00:11:18] Sara Hansen: They’re trusting us to take really great care of them. And when they go to a website with a lot of stock photos, outdated imagery, things like that. They’re going to move on to your competitors within 10 seconds because they know nothing about you. And so, I mean, Kenny can attest to that. He looks at the bounce rate.

[00:11:35] Sara Hansen: He, we look at heat maps on our websites. So again, those are things that I think, you know, within the dental industry. I don’t think we really think about that, and especially where doctors are really new, patient heavy. You know, how can I, you know, get the most new patients? How can we accelerate our growth?

[00:11:52] Sara Hansen: I think that those are some of the things that practices are missing is that, you know, you’ve gotta have that authentic content. That is what’s creating your [00:12:00] engagement. That is what’s getting the patients to say yes, that is what’s getting them to convert and to actually take action to call your practice.

[00:12:07] Sara Hansen: Um, and that is, you know, one of the things that we’re really passionate here, um, is getting that authentic footage, the photos, the videos, um, it’s crucially important to one, starting that emotional relationship with those patients and establishing trust. So that really the pathway to Yes. Right, yes. To treatment.

[00:12:28] Sara Hansen: Yes to appointments, yes to referrals is shortened.

[00:12:32] Regan Robertson: You, you said it’s, it’s about authenticity. So you say authenticity. I hear the dentist say it’s about budget and my capacity for, for taking photos. Where do we draw the line with that? And, and a support. I mean, that’s a powerful stat you threw out that, that they will mm-hmm.

[00:12:54] Regan Robertson: Abandon. They will go to the competitor.

[00:12:57] Sara Hansen: Yeah. Yeah. Yeah, they do. [00:13:00] So, I mean, here’s the thing. Are there multiple options? I mean, even we have a full video team that we can come out and help support doctors with. We do that every day. Um, you know, it’s, it’s easy for us to do that. It’s powerful. Our doctors have seen huge growth impacts when we go out and provide content for them.

[00:13:17] Sara Hansen: The great thing about the content is it’s so versatile. You can use it for years. So it’s no different than investing in your practice, in your business, right? Like you would with anything else. And again, I would say when we’re talking about marketing campaigns and where would we put a great investment to get maximum ROI.

[00:13:34] Sara Hansen: Photos and videos are huge and I would recommend that top of anything really, that really is a core foundation to everything that we do. It sets the pathway for everything because you can use them on so many different platforms. But you know, I would say to any doctor, I guarantee you have team members in your practice that are on TikTok and social media all day long.

[00:13:56] Sara Hansen: They know how to use a phone. They grew up on videos. [00:14:00] Um, you know, unlike us, Kenny, right? Our, our middle aged selves, we didn’t have videos growing up. Um, you know, but they have. And so again, even having them pull out their phones, doing before and after photos, even doing phone videos of the practice, adding those to your pages, that is better than nothing.

[00:14:19] Sara Hansen: Um, but again, that is really crucial. Um, it is. Statistically proven that patients will go to competitors if we cannot build trust with them. Within 10 seconds, they’re moving on to your competitor dur down the street.

[00:14:34] Regan Robertson: One, one of the best websites, uh, I’ve seen is Dr. Crystal Martin’s website. So she’s dentist, I don’t remember what state she’s out of, but I remember when I first saw the website, it had what looked like a, maybe a picture taken with a phone, like an iPhone, and it was her and I think a veteran.

[00:14:50] Regan Robertson: And uh, I was immediately endeared. Which was really, really interesting reaction. It wasn’t a flashy professional, uh, photography, but that paired with the [00:15:00] messaging was interesting. Uh, Kenny, from a technical user perspective, I remember, oh, it whatever the latest flashy. Thing is to put on a website. People will often request that.

[00:15:13] Regan Robertson: So I, I re the, I remember one year in particular, every client that I interacted with asked for a rotating banner. It was, and they didn’t really even know why they were asking for it. They just wanted it. And they didn’t know even what they should put on each rotating banner. They just wanted the rotating banner.

[00:15:31] Regan Robertson: So how, from a technical user. Experience perspective. Ken, how do you evaluate when to bring in a design trend and like, what’s your process for vetting that out to make sure that it actually meets the needs of the user?

[00:15:45] Kenny Davenport: That’s actually it right there. Uh, when I’m seeing a trend, uh, the question I’m asking is, you know, does this add to the experience?

[00:15:54] Kenny Davenport: Um, or does it hinder, you know, if it adds to it, great, let’s do it. Let’s try it. [00:16:00] If it just slows things down and it’s just kind of annoying, I don’t think so.

[00:16:04] Regan Robertson: What, I’m curious what, over the past couple of years, is there anything that’s been introduced at all that’s new that, that seems like it’s enhancing the user experience

[00:16:14] Kenny Davenport: A lot of animation.

[00:16:16] Regan Robertson: Tell me, tell us about the animation. Is, is an animation is not video. That’s different than video.

[00:16:22] Kenny Davenport: It is different from video, um, just animated elements on the screen. A lot of what you’ll see nowadays is more, uh, like micro animations. So you click a button and something happens that, you know, it doesn’t take up your whole screen, but you definitely notice it.

[00:16:37] Kenny Davenport: Kind of like if you’re using, uh, like a social media app and you click the heart, maybe it has a little. Sprinkles or something around it, or just, uh, something very subtle. It, I feel like that we’re kind of going away from the bigger things and just keeping things more, uh, kind of compact.

[00:16:54] Regan Robertson: That makes sense.

[00:16:55] Regan Robertson: And that, and so do you think it adds a bit of novelty? Like it catches their

[00:16:59] Kenny Davenport: Oh yeah.

[00:16:59] Regan Robertson: Pattern [00:17:00] break.

[00:17:00] Kenny Davenport: Oh, yeah. I love it. It’s just, uh, it’s almost like when you touch a key on your keyboard and it gives you that little vibration.

[00:17:09] Regan Robertson: Yes.

[00:17:10] Kenny Davenport: Similar to that. Yeah. It’s, it’s the same effect and it’s like, oh, okay.

[00:17:14] Regan Robertson: That makes a lot of sense.

[00:17:15] Kenny Davenport: Kind of gamifying,

[00:17:16] Sara Hansen: it gives, it, gives a pause. And that’s, that’s kinda what in marketing we’re looking for is that pause. What’s gonna give them, you know, websites that have lots and lots of content, meaning verbiage and data paragraphs and paragraphs and paragraphs. Patients don’t read any of that.

[00:17:35] Sara Hansen: They don’t, um, we are a very, what, what, how would I describe it, Kenny? Short term memory or short term activity. Uh, you know, society right now, right? We like. To have everything happen pretty quickly. Uh, right. I mean, if we don’t get our product in two days of Amazon, we’re like, where is our stuff? What is taking so long?

[00:17:58] Sara Hansen: So true. True. So, um, again, [00:18:00] so true. None of none of us are reading paragraphs of verbiage. It’s not happening. So what I love, at least the feedback I’ve gotten from clients, from what Kenny’s talking about. For some of the animation that he is done. Um, you know, this newer technology that we’re adding to a lot of our clients’ websites is it breaks up, you know, kind of visually what’s happening on the site.

[00:18:20] Sara Hansen: And again, it’s giving that patient a pause. Like again, it’s breaking it up as they’re looking through, looking to discover what, what this practice is all about. And it’s really cool because it’s, it’s capturing them and it’s keeping them engaged as we say. Um. For the website, the longer they can stay on that website gathering information about the practice, the more likely they’re going to schedule an appointment.

[00:18:44] Sara Hansen: So again, you know, we talk about bounce rates and things like that. That’s what we’re trying to tell the office is, Hey, how do we get enough information from you guys? You know, what are those things that, outside of the dentistry part, but what else is it that we want the patient to [00:19:00] know because that’s what they’re looking for and that’s how we keep them engaged.

[00:19:04] Regan Robertson: One of the things that I heard that popped up was heat mapping. And Kenny, I’m wondering if you can explain what heat mapping even is and, and can someone, can a dental practice do that themselves or is it something that the website provider, uh, could do for you or should do for you?

[00:19:19] Kenny Davenport: Typically the website provider, uh, if you ever seen the movie Predator when he is got the vision on there and he can see the different

[00:19:25] Regan Robertson: from

[00:19:25] Kenny Davenport: the eighties.

[00:19:25] Kenny Davenport: Yes. So when you can see, um, like the different heat signatures, it is just like that. So, uh, the system will show you like an image of your website and it’ll kind of have these colored hotspots all around where people, um, have either touched or if they’ve been on a phone, it can do like eye tracking.

[00:19:45] Kenny Davenport: Stuff like that, and it’s really neat. Cool. Yeah.

[00:19:49] Regan Robertson: So is that, that’s, is that, uh, is that usually offered from website providers and larger? Is that something that you have to ask about?

[00:19:56] Kenny Davenport: Usually you wanna ask about it.

[00:19:58] Regan Robertson: Okay.

[00:19:58] Kenny Davenport: And it’s super handy, at [00:20:00] least, uh, on the developer marketing side. Uh, you can see if, you know, something’s not getting any attention or something’s getting a lot of attention.

[00:20:07] Kenny Davenport: Oh, okay. That’s cool.

[00:20:08] Sara Hansen: Mm-hmm.

[00:20:09] Kenny Davenport: And then if you want to go even deeper, you get into analytics and see where are they going from there. You know, what’s the, uh, what’s the rabbit trail?

[00:20:17] Regan Robertson: That’s the kind of behind the curtain stuff that I think is so nerdy and fun, but it’s, it’s effective. I mean, it really lets us know is the messaging working?

[00:20:24] Regan Robertson: Is the imagery working? That, that is amazing to me. Uh, I don’t know of too many dentists that don’t actually have a website today. However, I do know of a lot of websites that are created and. The process has been harrowing, and then it, it sort of sits there. So I’m, I’m curious from each of your perspectives, when do you consider a website to be out of date and it’s time to refresh it or, uh, you know, get a, get a new one?

[00:20:51] Regan Robertson: So, Kenny, from the technical side, uh, when do you consider a, a website to be out a outta date outta compliance at [00:21:00]risk, like time, time for an upgrade.

[00:21:03] Kenny Davenport: Uh, if it’s not keeping up with modern day standards, really?

[00:21:06] Regan Robertson: Mm-hmm.

[00:21:07] Kenny Davenport: What does, uh, I come across? What does that? Well, I still come across a lot of websites that only work on a desktop, don’t work on mobile.

[00:21:13] Sara Hansen: Still,

[00:21:13] Kenny Davenport: still, it’s crazy. Like, what, what’s holding you back? It’s, it’s really not that expensive to do it, and it’s, from a technical standpoint, it’s not that hard to do.

[00:21:24] Sara Hansen: Mm-hmm.

[00:21:25] Kenny Davenport: Mm-hmm. Um, you know, there is thought to where you want things to break and stuff, but really everybody should be having that.

[00:21:33] Regan Robertson: Does, uh, does, I don’t know if every website provider automatically offers like backend maintenance.

[00:21:41] Regan Robertson: So maintenance is a question that I hear, you know, that comes up a lot. What is, what is website maintenance and should you be, should you be doing it or should you make sure that it’s part of your plan? Definitely. I mean, I feel like it probably varies. It’s Is your website up? Yes. Okay. Check.

[00:21:57] Kenny Davenport: Yeah. Um, well, your, [00:22:00] whoever your provider is, they, they should be doing that.

[00:22:02] Kenny Davenport: You shouldn’t have to do that. That’s just. Uh, uh, let’s just keep it in their wheelhouse and they keep the stress off your shoulders. Uh, so really with the website, a lot of them are powered by a content management system where, uh, yes, the software updates, the plugins update and, uh, you, you have to keep ’em up to date, uh, just because it’s security for features, things like that.

[00:22:28] Kenny Davenport: Um, besides that, uh, really just making sure that your content’s up to date.

[00:22:35] Regan Robertson: So let’s slide over into the brand side of the house and, and the content. Sarah, what are some things that you

[00:22:41] Sara Hansen: Yeah.

[00:22:41] Regan Robertson: Look at from that patient experience and the brand overall, and then, you know, when do you finally say, okay, you, you need to get on this.

[00:22:50] Sara Hansen: I mean, one of the things that we’re really passionate about, this is marketing. This is your digital front door. This is really how most patients are seeing you for the first [00:23:00] time. So again, you know, first impressions. Um, that’s why we, for all of our clients, we offer, uh, every two years we do a full website refresh at no charge.

[00:23:10] Sara Hansen: Like we’re big about. You know, this has gotta be up to date and stay fresh. Um, you know, it, it always makes me giggle a little bit when there are practices that say advanced technology, high technology, and yet their website looks like it was created in 1998. You know, like, um, it’s like, no, this isn’t. So again, when we talk about from a marketing perspective, again, this is our digital front door.

[00:23:35] Sara Hansen: We’ve gotta make a really great first impression. Um, you know, another thing that. We really support clients with is we don’t charge for edits because again, you should constantly be having your website updated. So, new team members, new technologies, new services, new associates, um, let’s say, you know, even celebrations, um.

[00:23:56] Sara Hansen: You know, we love to highlight, um, doctors [00:24:00] that hit milestones for Google reviews, you know, anything like that. Maybe they have Invisalign days that we can add popups to, you know, anything like that. You wanna constantly be refreshing and adding and editing your content. Um, again, we also like to do, if they’ve got.

[00:24:15] Sara Hansen: Maybe specific campaigns that they’re targeting for certain quarters, we can then help, um, you know, encourage that same content by adding different things to the website on the homepage or making calls out to that. So again, when we work with our clients, we definitely put a lot of emphasis in a lot of.

[00:24:32] Sara Hansen: Support on the website, um, because it is important to keep that up to date. Again, that’s what patients are looking for, that’s how they’re noticing them, and you wanna have the best foot forward possible, um, and to keep that content up to date so you know, if it’s something that you have to go in. So, going back to Kenny said, you know, if you have to go in and are constantly making the edit yourself and stuff like that, that is a lot of work to do.

[00:24:57] Sara Hansen: Um, and so there’s a lot of people that can help you [00:25:00] with that. And I would say look for a company that can definitely, if they’re charging you for every edit, I would say maybe find one that doesn’t, because I always recommend, you know, working with people that see the value in having. The most up-to-date, best foot forward with marketing.

[00:25:17] Sara Hansen: Um, again, that’s, that’s really important when it comes to your brand, um, and representing your practice, you know, with, again, the correct team members, um, you know, the correct office photos, things like that. You wanna make sure that you’ve got access to have that updated all the time.

[00:25:35] Regan Robertson: One of the biggest red flags for me is children, because children, uh, visually demonstrate the, the, the passage of time.

[00:25:43] Regan Robertson: I, I saw a flyer just recently and I had a great picture of a healthcare provider and, um, and their spouse and their child, and I remarked on it, and the response I got was, oh, the kid who was very clearly really young is graduating this [00:26:00] year. I was like, wow, so, so

[00:26:04] Sara Hansen: yeah.

[00:26:04] Regan Robertson: Maybe it’s, maybe it’s time to update the art and, and yes, maybe we added a few more wrinkles, but we’re reflecting something that’s authentic versus something that really isn’t a true reflection of what exists today.

[00:26:18] Regan Robertson: So I, yeah. Yes. If

[00:26:19] Sara Hansen: you’ve

[00:26:19] Regan Robertson: got, so doctor, if you’ve got children on your about UST page and, and maybe they’re in third grade there, but they’re graduating now. It’s time. It’s time.

[00:26:28] Sara Hansen: Yeah. It’s time. For sure. For sure. Or if you have team members that haven’t worked there in five years, like

[00:26:35] Regan Robertson: Yeah.

[00:26:36] Sara Hansen: You know, let’s update the About Us.

[00:26:38] Sara Hansen: Page for sure. Make sure you’ve got the accurate team members, because again, patients are looking for that, right? Like they’re looking at, when I call the office, who am I speaking to? They like to have that visual connection. Um, so your about Us page is actually one of those pages that people look at quite frequently.

[00:26:54] Sara Hansen: They wanna know what the team looks like, who they’re talking to. So when they come in, they kind of [00:27:00] have a sense of what the doctors look like, what the team members look like. So that’s really important to a patient.

[00:27:05] Kenny Davenport: And with the, uh, sorry for interrupting. Oh, go ahead. No, go ahead. So along with the new photos, like you were saying, Sarah, on the About Us page, getting them consistent too, as opposed to having kind of a, a hodgepodge of where were they shot.

[00:27:20] Kenny Davenport: And you get these ones that are really low res, that are shot on a whole phone. Yeah. This

[00:27:25] Regan Robertson: was my selfie from my Instagram profile photos.

[00:27:27] Kenny Davenport: Yeah, yeah, yeah. We

[00:27:28] Regan Robertson: just used that one. God, that’s a really, that’s a really, really good point. Um, yeah, different head sizes, different environments, that consistency. Yeah.

[00:27:38] Regan Robertson: Wow. That God, that goes into the overall kind of brand experience. And uh, you know, it is a mirror. We said that in the beginning, a website is a mirror and if it. Up to date and active, that that actually creates this sort of, you know, subconscious, micro moment of, of trust to know that that’s what I’m gonna get to [00:28:00] experience it.

[00:28:00] Regan Robertson: The other piece of it is, it is a tool. It is a tool and it is an intersection where people will intersect with you and then they go onto the next step. So it doesn’t do everything for you. It’s, it’s a tool on your journey. I’m curious, uh, given all of the clients that you both have worked with, um, both of you, I think inside and outside of dental.

[00:28:19] Regan Robertson: Who do you consider to be the best person on the inside of that organization to act as a champion? Because this is, I think, a very critical question. I think it, I think it matters because if someone’s not looking at the metrics, if somebody if isn’t paying attention, that, that the, the, those photographs are not up to date or the messaging is the special that’s on there was a special from six months ago and you don’t even offer it anymore.

[00:28:47] Regan Robertson: Um,

[00:28:47] Sara Hansen: mm-hmm.

[00:28:49] Regan Robertson: Who’s the best person for that typically and, and why?

[00:28:54] Sara Hansen: I say while the doctor is yes, incredibly important. [00:29:00] Um, I actually say the person who probably sits in the highest seat would be your admin, um, person. Um, because they really are that, that front. Frontline, they are the first interaction with the patient, whether they’re coming into the practice in person or calling the office.

[00:29:18] Sara Hansen: Um, we can market all day long how great and welcoming we are, um, how kind and friendly our team is. But if we call the practice and we have a really bad experience with the person on the other end of the phone because they’re having a bad day. All of that marketing now is a waste because now that person can’t even convert the call.

[00:29:39] Sara Hansen: Right? The patient’s now going to go somewhere else. So really, um, that really is that first line of defense we, we call it. And so making sure that that team member one, that they know what’s going on. So Reagan, I love that you spoke to maybe we had a special six months ago. Yeah. Um, you know, that we’re no longer running.

[00:29:57] Sara Hansen: It is so vitally important doctors, that [00:30:00] your team members know what marketing you have out there, that everything is aligned and consistent. I cannot tell you how many times we, um, have team members that are like, Hey, wait, uh, are, are we doing a new patient special? You know, like they have no clue what’s happening in their marketing.

[00:30:16] Sara Hansen: So again, you know, one, making sure that the team’s aligned with everything that you have out there. But two, that you have invested in your team and given them the tools that they feel confident to handle Tricky phone calls because that does happen at that seat that they sit in. Um, you know, they do get those, yes, we have wonderful patients, but sometimes fear and anxiety from our patients cause reactions in our patients that sometimes come across grumpy or mean.

[00:30:44] Sara Hansen: Um, and so those people sitting in that seat really have a hard time sometimes, you know, with handling those phone calls. So I would say. That is the most crucial seat in the practice followed then by probably the doctor because it really is ultimately their responsibility to, you know, [00:31:00] present risk factors and ultimately, you know, have the patient accept, uh, treatment, um, and case acceptance.

[00:31:06] Sara Hansen: But I would say that very first phone call is vitally important to marketing, um, and really sets the tone for that patient experience in the practice.

[00:31:16] Regan Robertson: This creates a really dangerous gap that exists because I, I, I firmly believe, and I know we’re all aligned, that the, the doctor carries the vision for the practice itself.

[00:31:24] Regan Robertson: So the doctor’s responsibility is setting the vision and then also, you know, communicating the core values that sit on the website so that that experience is consistent. However, once it’s up and running and you have the form in place, maybe you have an online scheduler. Or a chat bot something, something that’s there.

[00:31:44] Regan Robertson: I think there is a large assumption that it will just be handled and. Everything will work. Okay. And I know over the years that I have, um, unfortunately seen the, the results of that, which is I, I thought that the form fills were being [00:32:00] responded to. I, I thought that, you know, our chat bot was actually running and that we didn’t have it turned off.

[00:32:05] Regan Robertson: So, Kenny, from a technical perspective in this, um, what are some of the attributes or, or behaviors you would look, uh, look towards in that administrator to make sure that. It’s connecting with, uh, with results on the other side. So, so if you want that conversion, there is there is that piece. Uh, what kind of, like, when you think about all the clients you’ve worked with over your decades, like what are the ones that are really killing it?

[00:32:30] Regan Robertson: What do they do?

[00:32:32] Kenny Davenport: Responsive. Just, uh, just being responsive to people, uh, to their questions. Really just helping them. ’cause that’s why they’re getting ahold of you. They, they need something that they need help with. Um, so really like on the developer side of the side of things, uh, we’ll create the forms.

[00:32:52] Kenny Davenport: We’ll test the forms and make sure the office is getting them.

[00:32:54] Sara Hansen: Mm-hmm.

[00:32:55] Kenny Davenport: Uh, if we can see like their numbers or something going down. [00:33:00] What the heck? Okay. Let’s, uh, let’s connect the dots and see what’s going on. And that’s where Sarah and all her, all her people come in handy is know, looking at the, like the call data and the, and that sort of thing.

[00:33:13] Kenny Davenport: Well,

[00:33:13] Regan Robertson: yeah. I love that you said responsive. And Sarah, I’ll connect the dots here. How, how do you define responsive? Like is. Two days? Is it one day? Is it five? Like what, are there any sort of like numbers or best practices that you tell team, Hey, here’s, here’s what responsive means.

[00:33:32] Sara Hansen: I mean, you know, I always tell teams as soon as possible, right?

[00:33:37] Sara Hansen: Mm-hmm. So, um, you know, it’s interesting, Reagan, just yesterday, my daughter, she needs to have her wisdom teeth out. So of course I did my due diligence. You know, for, I asked my neighborhood, who do you recommend for an oral surgeon? Right? All the things that I talk about every day with clients. But what was interesting is I actually tested this oral surgeon.

[00:33:58] Sara Hansen: I went to their website, [00:34:00] filled out an appointment request form, and submitted it, and I wanted to see how long it took them to get back to me. Right? It was about 24 hours, which in my mind, that’s acceptable. 24 hours is acceptable. But I would say doctor’s, rule of thumb, don’t ever let it go more than 24 hours if possible.

[00:34:18] Sara Hansen: We understand weekends are a little different, right? If you’re not open on Fridays, obviously we’re turning a call, you know, uh, first thing Monday morning is more than acceptable. Um, but definitely on a weekday. Um, but we always encourage teams to check the email, you know, or check the text message, however that information’s coming in to have.

[00:34:38] Sara Hansen: Someone check it multiple times a day so that we’re responding to those patients as soon as possible. Um, again, we are a society that we like to have answers pretty quickly, and then we move on to the next thing. So if they don’t hear back from you, they are moving on to another dentist. So making sure that, you know, someone is on it, that we’re checking that email, we’re [00:35:00] responding to them.

[00:35:01] Sara Hansen: Um, I even encourage teams of saying like, Hey, if you’re getting an email and a text message or a cell phone number. I would even call them and email them back, you know, so maybe try two forms of communication back to them just to make sure that they don’t slip through the cracks, type of thing. So, um, yeah, I would say for sure no more than 24 hours.

[00:35:21] Kenny Davenport: To add onto that, um, it’s not just dentistry, uh mm-hmm. For, for my household as an example, uh, we’ve been doing a lot of work around the house, bathroom remodel, stuff like that, uh, called all kinds of contractors and email contractors. And the ones who weren’t getting back to us for like a week, they lost the business.

[00:35:43] Regan Robertson: Mm-hmm.

[00:35:43] Kenny Davenport: Like, how, how bad do you want the business, you know, if it were my business, I’d be pretty darn responsive.

[00:35:50] Regan Robertson: I think that’s one of the most overlooked things. Honestly, I, and I agree with you, even outside of dentistry, those who are not responsive, they do, they will obviously lose the business and then [00:36:00]complain about where business is.

[00:36:02] Regan Robertson: Why aren’t we getting any business? Uh, so if you’re not looking at the responsive issue, that’s something that you can check weekly. You can check it daily, you can check it weekly. I don’t think it needs to be something that is, um. Difficult. Uh, you can tell right away if, if the form fills are being responded to.

[00:36:16] Regan Robertson: And that’s a nice metric to put into a weekly cadence. Um, absolutely. So if there, you mentioned animation, Kenny, and uh, and I just thought of blogs because are blogs, are blogs dead? Is my question number one, should people be doing blogs? Uh, still in this day and age? Uh. My, my additional question to that is, from your perspective, what is, what are, what is the one thing or two things that dentists are, that are getting like the most out of their website?

[00:36:46] Regan Robertson: What are they doing to stay on top? So, one, do we even need blogs anymore? And two are what, from your guys’ perspective, what are, what are the doctors that are really killing it? What are they doing that the others aren’t?

[00:36:59] Kenny Davenport: So my [00:37:00] answer is, should they still do blogs in this day and age? Uh, yes. My answer will always be, does it add to the experience?

[00:37:08] Kenny Davenport: Is it useful information or is it just kind of slop, you know, you want to have something that will actually benefit whoever’s reading it, they’re not gonna feel like they wasted their time, uh, along with the text. Yes, it’s great for the search engine stuff. Um. But, uh, today we like to see a lot of different things.

[00:37:26] Kenny Davenport: We’ll see imagery, videos, uh, download, little PDFs, that sort of thing. Um, Sarah, you can probably

[00:37:33] Regan Robertson: talk. So call to action something that’s educational.

[00:37:36] Kenny Davenport: Exactly. Mm-hmm. So Sarah, you can probably add onto to this, um, lead generation. You know how

[00:37:41] Sara Hansen: mm-hmm.

[00:37:41] Kenny Davenport: We’ve been doing a lot of, um, you know, fill out a form, you can receive this awesome guide, stuff like that.

[00:37:48] Kenny Davenport: That is, that’s huge. Those are some of the people that are killing it.

[00:37:52] Regan Robertson: Ooh. I like that. Sarah, tell us more.

[00:37:55] Sara Hansen: Yeah. Yeah. You know, there is nothing more exciting when I [00:38:00] get on calls with our clients and we get to read back data. Now we have to make it fun because I can geek out over the backend data. But what gets really exciting is when you know they come to us and, and they’re frustrated, right?

[00:38:16] Sara Hansen: Marketing for them. Either they’ve been burned by marketing in the past or it’s not quite working for them, or they’re. Frustrated because, you know, they’re trying to grow the practice and they feel stalled, right? Um, and that, that happens a lot. I mean, unfortunately, you know, doctors aren’t alone with that.

[00:38:31] Sara Hansen: But what gets really exciting and what we have found is. When a doctor in a practice can have a really robust marketing strategy, um, that includes an SEO strategy. So when Kenny talks about, you know, blogs, so part of, you know, having a robust SEO strategy, now SEO is like a buzzword that it’s like, oh, well we have SEO.

[00:38:52] Sara Hansen: Not all SEOs are created equal. Right. So we’re talking about, and Kenny’s like shaking his head like, yeah, exactly. We’re talking about [00:39:00] really a, a well thought out SEO strategy that includes blog, that includes pages that are added to your website. You know, that includes management of Google my business.

[00:39:09] Sara Hansen: That includes reputation management, that includes Google reviews. That includes, I mean, like we’re talking about a lot of stuff. Now, all of a sudden the, your website can grow 200% in six months. Easily because now you have all these different aspects online that are helping support and really fuel what’s happening.

[00:39:28] Sara Hansen: Um, and that is a very doable thing when you have the right pieces and the right people working on it, um, and helping, you know, put all those things in place. And so that gets really exciting for doctors when all a sudden, you know, they’ve never been ranking and now they’re like in the one, two, or three spot, and they’re like, people are finding us.

[00:39:45] Sara Hansen: You know? It’s like, yeah, I know. Isn’t that exciting? Um, so again. You know, it really is about putting the right pieces in and then really utilizing all those things. Um. Having downloadable articles, um, because the reality is people are [00:40:00] still searching for education when it comes to dentistry. You know, people are learning about things.

[00:40:06] Sara Hansen: People are asking a lot about fluoride right now. You know, is it safe for kids? Um, you know, what do we do when we’re pregnant? You know, can I. You know, do certain things. Can I whiten my teeth when I’m pregnant? Right? There’s just so many things that people are still wanting to know about and educate themselves on.

[00:40:23] Sara Hansen: Health is really important to people, and so having that information out on the internet that’s tied to your stuff makes a huge difference. And so it is really important when you can have someone that manages it, that kind of helps guide it. And then the benefit for you is you rank really high in addition, right?

[00:40:40] Sara Hansen: So it is fun.

[00:40:43] Regan Robertson: I have one last question. Thank you both for taking your lunchtime and talking with me about this. I mean, I’m passionate about it. I know you two are passionate about it. W when a website. Is, uh, not connecting with the [00:41:00] overall brand. And I define brand by being the in person experience. So physically walking in the door and being a patient from check-in to sitting in the chair and leaving.

[00:41:10] Regan Robertson: When those two disconnect, which one do patients believe?

[00:41:20] Kenny Davenport: I’ll defer to Sarah on that one.

[00:41:23] Sara Hansen: Yeah. Uh, so this gets really hard, um, when patients walk in. So, for example, I’ve seen it both ways. So when a, when patients walk in and you, you have a beautiful website and your office is. Is not what it portrays on the website. I have seen patients leave the practice for real.

[00:41:47] Sara Hansen: Um, also, yes, yes, yes.

[00:41:50] Regan Robertson: Well, you,

[00:41:51] Sara Hansen: yes. So

[00:41:51] Regan Robertson: they’ll schedule, they go in and they will leave.

[00:41:54] Sara Hansen: Yes. Yeah, because again, we, we have a brand break, right? Yeah, yeah. When you have pictures [00:42:00] of a practice and then that’s not really what your practice looks like. You’ve, you’ve now, because they’re establishing trust, so that’s what I’m saying.

[00:42:07] Sara Hansen: When it comes to a website, we have to establish trust. Instantly with these patients, which is why that authenticity is so important. So when you have photos on your website that maybe don’t necessarily represent your practice, or you have stock imagery of a practice that isn’t your practice and that’s what the patient thinks that they’re getting and then they come into your practice and it doesn’t look like that we, I’ve seen patients leave a practice also, vice versa.

[00:42:33] Sara Hansen: I’ve also seen a patient not come to a practice, a beautiful practice, because their website brand. Is is terrible. Like it hasn’t been redone in 15 years, right? And so they’ve gone to another dentist and yet they weren’t getting as good as of care. So again, I, I can tell you that everything that you put out from a marketing standpoint.

[00:42:55] Sara Hansen: Is vitally important to, to everything that you do with a patient. [00:43:00] Unfortunately, we do kind of judge books by its cover, especially when it comes to our health, because again, we are trusting the people that we are, you know, going to for dentistry. And so we want to make sure that if we’re going to be trusting them with our help, with our money, right, with our family’s care, that we believe what they’re saying.

[00:43:20] Sara Hansen: And so if there’s ever any type of brand break there. Now there’s a break in trust and people don’t like that. So again, um, you know, it is crucially important that everything that we do really aligns that there’s not that break in messaging at all. So, you know, if your, uh, office needs to be repainted and you have an old photo, but that’s what the office looks like, it’s okay.

[00:43:43] Sara Hansen: Have it look like that, right? And when you get the office repainted, take new photos and put that back up. But to have photos that don’t necessarily reflect what the practice is, um, that will cause distrust with the patient. So again, and now we’re setting the patient up to like now question everything, right?

[00:43:59] Sara Hansen: So [00:44:00] again, um, I can’t stress enough how important it is that we’re building trust with these patients far before they even come to your practice. If that’s one thing, doctors that you take away from everything I’ve said today is, you know, really it is crucial, crucial, crucial, that we’re establishing trust with these patients.

[00:44:19] Sara Hansen: That your website really is an extension of you. That it has that authentic authenticity and that messaging that represents you and your practice, um, and that they can fill that with you. If so, I promise you, um. You, you will reap the rewards, meaning those patients will come to you. They will come in with a higher level of trust.

[00:44:42] Sara Hansen: They’ll be more apt to say yes. Um, and you’ll just, you’ll notice a higher loyalty of patients.

[00:44:49] Regan Robertson: I’m, I think this is a big red flag moment and I’m, I’m wanna reach out to you, Kenny, as we wrap this up, because marketing companies, website [00:45:00] companies can get a really bad rap. Uh, for not bringing enough patients to the door and, and it can, you know, feel really frustrating both for the, the, the doctor who’s invested in the website and for the agency because again, there is a communication gap.

[00:45:14] Regan Robertson: I’m curious, I’m making an assumption here. Have you, uh, I don’t know if you’ve seen it necessarily with your own clients, but if. All of the pieces you were saying earlier, Kenny, are, are in place, meaning the bounce rate is right where you want it to be. Like they’re staying engaged. The heat map says that they’re going down, that, you know, they’re, they’re engaging in the site, they’re staying on it for a long time.

[00:45:38] Regan Robertson: Uh, and and so those pieces, the user experience, the accessibility is there. If all of that is firing on all cylinders, then could that be a clue to you if they’re not getting that, the conversion that they wanted to, that perhaps it’s not. Actually the functionality of the website, it’s something to do with the brand.

[00:45:57] Kenny Davenport: Uh, very well. Could be, yes.[00:46:00]

[00:46:03] Sara Hansen: And Kenny, what, so then let’s walk. Set like their listeners through. Yeah, I was gonna say, so let’s kind of walk them through a scenario. ’cause we, we have worked through this before, Kenny, you and I, of like, you know, this is where Kenny and I, you know, work together so well. He will notice something from where he sits of like, Hey Sarah.

[00:46:22] Sara Hansen: We’ve got potential here. Like there’s, you know, things are looking good from our end, you know, and then I’ll pull stats and be like, yeah, but we’re not getting some new patient conversion like we want, you know? Right. So we’re able to work together, um, and really identify what’s happening with a website, just from the backend data and, and then we’re able to take that to the doctor and say, okay.

[00:46:44] Sara Hansen: Here’s our plan. You know, here’s where we see some opportunities, um, you know, how can we best support you?

[00:46:52] Regan Robertson: So you have me on the edge of my seat. I think this is a great way to close it out. Yeah. What did you, so Kenny said, Hey, yo, Sarah, there are, there’s, you know, yeah, this all looks good [00:47:00] on our end, so I don’t understand why this isn’t working.

[00:47:01] Regan Robertson: You got in and you guys diagnosed. What was the result of this and how did you approach this with the client?

[00:47:07] Sara Hansen: Yeah. They needed video content. Like they needed video content. They had so beautiful new office. Brand new, build out, high technology practice, all that kind of stuff. But the problem was, is that we were talking about it.

[00:47:21] Sara Hansen: We had some really great photos, but we needed that like last little connecting trusting piece. And so we had Matt and the team go out. We did a full video shoot and now, I mean, Reagan, this made my heart so happy. I just heard from the team, I was with them last week. And even people at the gas station are like, oh, I’ve seen you guys on Hulu.

[00:47:40] Sara Hansen: I’ve seen your commercials. Like everyone’s nos seen their videos. Yes.

[00:47:44] Regan Robertson: Oh,

[00:47:44] Sara Hansen: because their videos are so popular. Everyone’s seeing them, everyone’s engaging with them. So not only has their website grown exponentially, but like we’ve taken that same video content. So again, this, what I’m saying is yes, it’s an investment.

[00:47:56] Sara Hansen: However, we’ve been able to use that same content [00:48:00] and put it on every single platform, repurpose it, you know, mix it up. Like again, it is such an amazing investment and how we’ve been able to like the ROI on it has been incredible. But again, that was that like boost that they needed because everything else was working.

[00:48:16] Sara Hansen: There was just like a missing piece. And so when we added that video content, now the people come in and they’re like, I know the team. Like we even have videos from the team talking about. What is like a typical hygiene visit? What does that look like? We did, um, a video where they actually sent a birthday video to every single patient.

[00:48:34] Sara Hansen: So it’s like those little things that just make a huge difference when we’re establishing trust. Um, and it has made a huge impact. And now they’re, you know, they’re more successful than they ever thought and they’re hitting all their goals for exceeding their goals for this year, simply just by adding video.

[00:48:51] Sara Hansen: Which is crazy. Like it’s, it, it seems so simple. Mm-hmm. But yet, right. You know, it, it makes the biggest impact. So

[00:48:59] Kenny Davenport: [00:49:00] I think my favorite videos are the walkthroughs. Yes. Yeah. You get the doctor just like, welcome. Come on in.

[00:49:05] Sara Hansen: Yes. Tell me about, tell me

[00:49:07] Regan Robertson: about that, Kenny. So what, welcome, come on in and what is, what does the doctor do?

[00:49:11] Kenny Davenport: It is just, it’s inviting, you know? Mm-hmm. It makes you, makes you want to be there. It’s like, Hey, they’re happy to see you. They got a smile. Welcome. Come on in. Uh, it’s like, mm-hmm. Uh, you always hear me say howdy. Why? Yes. ’cause it’s the friendliest way of saying hello I can possibly think of.

[00:49:27] Regan Robertson: So do they just like, use a handheld, like their phone or, or have a, uh, a selfie stick or something and do they say, hi, come on in.

[00:49:32] Regan Robertson: And like, did they walk you through the practice? Is that what a walkthrough is? It actually is that like this is, this is Starla over at the reception desk and this is your friendly hygienist and Oh, okay.

[00:49:43] Sara Hansen: Yeah,

[00:49:43] Kenny Davenport: doesn’t, doesn’t

[00:49:44] Sara Hansen: have to

[00:49:44] Kenny Davenport: be anything fancy.

[00:49:47] Sara Hansen: Yeah. Yeah. So again, I mean, yes, you can have a whole video team, right?

[00:49:52] Sara Hansen: Come out and do something super professional, or you can do something. I mean, iPhones right now are incredible, right? You can shoot in [00:50:00] cinematic with our iPhones, like who would’ve thought. But yeah, you can just shoot with your iPhone. Have the doctor, or even you know, the admin team, because again, they’re that first face that you’re gonna see.

[00:50:11] Sara Hansen: Um, Hey, we just wanna welcome you to our practice. Let’s go on a tour. Right? Walk them through the practice. This is our hygiene team. You know, this is the people that you’re gonna be seeing first, right? Here’s the doctor. Um, you know, hey, everyone wants to know where the bathroom is, right? Kind of make it a joke.

[00:50:27] Sara Hansen: So again, just those, but what you’re doing is now you’re seeing the practice in real time. You’re also now getting to know the team on a different level, right? You’re, you’re hearing tone, you’re seeing them joke, you’re, again, it’s like you’re getting a sense of knowing somebody. And, um, yeah, put that on your website.

[00:50:45] Sara Hansen: You can even send it to your patients. For a new patient, welcome. Um, there’s just so many opportunities that you can utilize video for. I would say that is probably the single most underrated marketing tool that we have to date is [00:51:00] photo and video content. Um, and yet it is probably one of the most powerful tools that we have in marketing right now that you can use on any platform.

[00:51:09] Sara Hansen: So, yeah, it’s,

[00:51:10] Kenny Davenport: it all goes

[00:51:10] Sara Hansen: back to that

[00:51:11] Kenny Davenport: authenticity.

[00:51:13] Regan Robertson: I was gonna say, I’m gonna recap us here because I think we’re starting to slide into strategy. Uh, listener, if you didn’t get value outta this episode, I think you, you need to give me a call personally, because that’s crazy. Uh, I heard. Quick takeaways.

[00:51:28] Regan Robertson: Uh, one, make sure your website loads in, in three seconds or less. That’s gonna be really, really important. Two, uh, if you want it to feel fresh and engaging, check out and see if you have any animations on it. That’s about the trendiest thing you should be focusing on right now, because otherwise it’s about accessibility and making sure that that information gets to you.

[00:51:46] Regan Robertson: Um. Real photos. Real photos. Real photos. Real photos. I heard that and I will preach that from the roof. I can’t believe we’re still using stock photography in this day and age. You can. I, there’s so many things you can do, but most importantly doesn’t have to be [00:52:00] perfect. I heard that. It just has to be real and make sure that you have a champion, someone who is actually responding to the form, fills to the chat request to the online scheduling so that it stays.

[00:52:14] Regan Robertson: Top of mind. Uh, what else did I learn? I learned maintenance is really important. Not all maintenance is created equally. Make sure that you understand what they’re doing. Blogs are still good. Uh, what else? What else? I, there’s you guys can go back and listen again. There is a ton of takeaways from this. So Doctor,

[00:52:33] Sara Hansen: maybe we need like part two and three.

[00:52:34] Regan Robertson: Yeah. Yeah. The, the challenge I have for you listening right now from all of this doctor, is go to your website, write now. Take a look at your photos. Let’s start there. Take a look at your photos. Are they up to date? Are they out of date? And how long did it take you to load that website? Uh, trick for you here.

[00:52:52] Regan Robertson: Go to a device that you don’t normally use because it caches it. And so that website might load faster [00:53:00] on your own Android or phone than it does say, uh, a, a friend that probably isn’t sitting around looking at your website. Do that as well. Do those two things. If you’ve got something that you feel is a little outta alignment, Sarah, how can people get ahold of us?

[00:53:15] Sara Hansen: Oh my goodness. Go to Phoenix dental agency.com.

[00:53:19] Regan Robertson: Oh,

[00:53:20] Sara Hansen: Kenny. Okay. If you guys, Kenny, I’m gonna shout you out. Okay, everyone, if you wanna see a really cool animation, can I shout you out, Kenny, for a really cool, so our logo. Kenny did a really cool animation with our logo. Huh? With our Phoenix bird flying.

[00:53:37] Kenny Davenport: That is a lot of fun.

[00:53:38] Sara Hansen: So it was so fun. So, okay, everyone, if you wanna see a really cool animation with even a logo, Kenny did that, uh, at Phoenix dental agency.com. So again, guys, it doesn’t have to be anything massive. Kenny just took our logo, made it animated, so again, it just captures attention. Um, but yes, all of you know, [00:54:00] everything that we do is there.

[00:54:01] Sara Hansen: But also, um, you can reach out to me. Um, I am happy if you, even if you guys have questions about a website, if you want us to even look at your website. Anything like that, I can pull Kenny in. Um, so you can email me, sarah@phoenixdentalagency.com. Um, Kenny and I are here to support you. Our whole team is here to support you guys.

[00:54:23] Sara Hansen: So listen, it’s not gonna cost you anything, like seriously shoot me an email. We’ll take a look at your website if you have questions. Um, you know, we’re here to support you, so we just, we’re here to kind of help people out and, you know, help you feel supported. So yeah, you’re more than welcome to reach out.

[00:54:40] Kenny Davenport: We do, in fact have the best team.

[00:54:43] Sara Hansen: We do. We do. We do. Yeah. Yeah.

[00:54:46] Regan Robertson: Well, thank you Kenny and Sarah so much. And, uh, listeners, thanks for tuning in. Uh, I look forward to hearing about your progress if you have feedback for me. Did you like this episode? Do you want more episodes like this? Uh, [00:55:00] emailReagan@productivedentist.com.

[00:55:01] Regan Robertson: Until next week, see you soon.