Most dentists believe they deliver a great patient experience:
Beautiful Office, Great Reviews, Strong Clinical Care.
But here’s the question almost no one asks:
Does your scheduling experience match your clinical standards?
In a recent episode of New Patients Now, Flint Geier shared a simple but revealing experiment: he called three dental offices to schedule a routine cleaning.
All three practices had excellent online reputations.
Only one secured the appointment.
The First Practice: Indifference by Automation
The first office had invested heavily in branding and marketing. Strong reputation. Attractive location.
But when the call came in?
The caller pressed “1 for new patient” multiple times…and no one answered.
The phone tree promised priority.
The reality delivered silence.
In dentistry, only about 68% of calls are answered. That means nearly one out of three opportunities never even gets a conversation.
For a patient in a hurry — especially one calling during a busy workday — that’s often the end of the journey.
They simply move on.
The Second Practice: Capacity Becomes a Barrier
The second office answered the phone promptly and was pleasant.
But the earliest available new patient appointment was weeks away.
When someone calls to schedule a cleaning, they’re in action mode. They want to check the box. They want relief. They want progress.
They are not browsing.
They are deciding.
If speed is not available, another practice often wins by default.
Even worse? Framing availability negatively reinforces hesitation.
The Third Practice: Friction Before Value
The third office eventually secured the appointment.
Why?
Because they could see the patient quickly.
But even this experience wasn’t smooth.
Before confirming availability, the team requested detailed personal information, creating unnecessary friction before delivering value.
The appointment only stuck because speed outweighed inconvenience.
Sometimes patients tolerate friction if urgency is high.
But many won’t.
WHY THIS MATTERS MORE THAN EVER
68% of patients leave due to perceived inattention — not poor dentistry.
Not clinical mistakes.
Not pricing.
Not better competitors.
Perceived indifference.
And indifference often starts at the front desk.
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Your digital experience.
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Your phone system.
- Your scheduling availability.
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Your tone.
- Your capacity.
Patients decide quickly.
Whoever makes it easiest often wins.
A Simple Gut Check for Your Practice
Ask yourself:
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Are we answering at least 90% of calls live?
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Can we get motivated patients scheduled within 7–10 days?
- Are we reducing friction before delivering value?
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Does our tone convey urgency and enthusiasm?
- Does our digital experience reflect our in-person excellence?
If not, your marketing dollars may be leaking before patients ever sit in the chair.
Ready to See What’s Really Happening in Your Practice?
If you’re unsure whether your front-end systems are helping or hurting your growth, take the 5-Star Challenge.
It’s a free evaluation designed to uncover gaps in your phone handling, scheduling processes, and patient experience — and show you how to fix them.
Because more new patients doesn’t always require more marketing.
Sometimes it just requires more intention.
READY TO SEE WHAT’S REALLY HAPPENING IN YOUR PRACTICE?
If you’re unsure whether your front-end systems are helping or hurting your growth, take the 5-Star Challenge.
It’s a free evaluation designed to uncover gaps in your phone handling, scheduling processes, and patient experience — and show you how to fix them.
Because more new patients doesn’t always require more marketing.
Sometimes it just requires more intention.