Running a private practice isn’t just about clinical excellence. Whether you’re a dentist, orthodontist, cosmetic surgeon, or pediatric specialist, the difference between a flatlining practice and a thriving one often comes down to less obvious game-changers: systems, training, and data-driven marketing.
On a recent episode of New Patients Now, Flint Geier sat down with Dr. Brian Rochford (orthodontist, Indianapolis), Dr. Jeff Goldberg (dentist, North Carolina), and Luke from Hip Creative. They uncovered how blending team training and marketing systems sparked powerful growth.
The Wake-Up Calls
Dr. Rochford found out the hard way when he listened to a recording of a new-patient phone call—“the cringiest thing I’d ever heard.” It wasn’t his team member’s fault—it was structural. That moment drove him to overhaul the patient’s first impression.
Meanwhile, Dr. Goldberg inherited a legacy practice that lacked consistency. “It was Sally’s system, Janie’s system … whoever picked up the phone that day. No data. No tracking. No consistency.”
Resistance Turns Into Buy-In
Both doctors emphasized that introducing new systems wasn’t easy. Dr. Goldberg admitted, “The first training, the whole office blew up. People said, ‘Why are we doing this? I’ve been here 20 years, I don’t need someone telling me how to answer a phone.’” The pushback was emotional—team members felt their experience was being undermined.
Dr. Rochford shared a similar story: “For my team, everything was new. It felt like an invasion at first—someone coming into their house telling them how to do their job.” But both practices pushed forward. They told their teams: this wasn’t optional. It was a commitment. Once the team began seeing tangible results—more new patients, higher conversions, and even incentive-based rewards—the resistance turned to enthusiasm. Team members started competing for 5-star call ratings, and many became eager advocates for the new systems.
Why Marketing and Training Must Work Together
One of the biggest lessons? Training alone won’t drive growth. Marketing alone won’t either. Dr. Goldberg explained: “We knew how to handle calls, but we didn’t have enough people calling. Without marketing, you hit a ceiling.”
That’s where Hip Creative came in. Their marketing campaigns funneled in steady streams of qualified leads, while Scheduling Institute training ensured those calls were converted into appointments. Dr. Rochford described it as creating a seamless ecosystem: “From the first phone call, to following up on leads, to delivering a great in-office experience—it all has to connect. That’s how you grow.”
The Results
The payoff was significant:
- Dr. Goldberg’s practice: Grew from ~900 new-patient starts a year to well over 1,200 in just two years. “That’s a 20%+ increase year over year. We’ve seen growth we couldn’t have imagined without these systems in place.”
- Dr. Rochford’s practice: Increased production by 22% in a single year. “People ask what we’re doing differently. The answer is simple: training and marketing working together. It’s not one thing—it’s the system.”
Both doctors agreed that patient experience was at the core of these results. By systematizing the first call, ensuring consistency in scheduling, and refining the in-office journey, they turned more patients into long-term advocates. That’s not just growth—it’s sustainable growth.
The Bigger Picture: Training and Patient Experience
The real takeaway isn’t just about higher numbers. It’s about creating a culture of excellence that patients notice. As Dr. Goldberg put it, “The better we do, the better we can provide for our patients—and for our team.”
Practices like Chick-fil-A, Starbucks, or Ritz-Carlton thrive because they set clear expectations and deliver a consistent, exceptional experience. Private practices can do the same. Every phone call, every patient interaction, every follow-up must feel intentional, not accidental. That’s how you turn casual patients into raving fans—and how you build a thriving practice that grows year after year.
Your Next Step
If your practice growth is stuck, or your patient experience is inconsistent, it’s time to act. You don’t have to stay stuck.
Schedule your free Discovery Call
Or take the 5-Star Challenge
Let’s eliminate blind spots, unlock your practice’s potential, and build the future you deserve.
References
- Levin Group/Dental Economics: 75% of practices reported increased production in 2023, but only 4.6% exceeded 25% growth (Dental Economics)
- Conversion rate improvements of 50–75% possible with structured call training and tracking (Patient Prism)
- Dental practice management software market highlights increasing adoption of ROI-driven systems (Global Market Insights)
- Team turnover in dentistry averages 30–40% annually, magnifying the need for consistent systems (ADA News)
