Why the Little Things Matter in Dentistry

I don't know about you, but I'm frequently annoyed by the little things. In my book, Treating People Not Patients, we have a whole chapter on the little things we do as a practice to decrease blockages to care and give patients a really great experience.

In my last Instagram video, I talked about how I was annoyed when I went to my business partner's office. I went to the front door, and it didn't work. It said, "Go around and use the back door." I went to the back door, and that didn't work either. It said, "Go around and use the back door." I didn't know they had two back doors. The second back door didn’t work either. Then, it said, "Press the button because the doorbell doesn't work. Call this number because if you press the button, it's just not going to work."

That was annoying. It was my first time going to that office, and I couldn't get in. My confidence in that office went down. How would you feel if you went to an office and the door didn't work? Then the second door didn’t work. Then the third door didn't work, and you had to make a phone call just to enter?

Maybe I should have called before I left my house and said, "Hey, I'm going to be there in about 30 minutes. Please open the door before I arrive." Or maybe, they should just replace the doorbell.

Creating a Wow Experience Through Small Touches

In Treating People Not Patients, we talk a lot about the little things. We actually have an 8 to 10-page document listing the small touches that make our practice unique. I know many of you do similar things.

For instance, we offer our patients refreshments, which many of you also do. But do you have a menu in your reception area listing the different types of drinks and snacks available? We offer decaffeinated Starbucks Verona coffee, about 17 different herbal teas, and beverages ranging from orange juice to bottled water and sparkling water.

As patients browse through one of our 20 magazine subscriptions—not outdated issues from decades ago—they can enjoy their chosen refreshment. We’ve even added aromatherapy in the reception area. If you’ve ever been to an airport lounge or a high-end hotel, you know the calming effect. Aromatherapy decreases tension and eliminates those typical dental office smells from restorative materials.

Attention to Detail is a Daily Habit

Beyond being extremely nice to people, we actively look for ways to improve the patient experience every single day. Taylor, one of my employees, is our Chief of Hospitality. Every day, she finds ways to create a “wow” experience. She also walks around our grounds daily, checking for trash, ensuring every light bulb works, and maintaining our meticulous standards.

Do you have someone doing that in your practice? Patients notice these details.

A Real Patient Example: Why They Came Back

Just yesterday, I had a patient visit who lives an hour and a half away. She’s a challenging patient—not very trusting. I removed a failing implant for her a year ago. Since then, she went to France and returned only recently.

When she came back, she brought a CAT scan. I asked where she had it done. She claimed a friend recommended a doctor who could help by simply reviewing the scan. The truth was, she sought another opinion from a doctor closer to her home.

Though he’s a very good doctor, he didn’t give her that wow experience. When she returned to us, I offered to take another CAT scan at no charge since the one she brought was difficult to read. We reviewed her scan in our conference room on a large screen, discussing the nerve location and bone in detail.

She told me, “That’s why I came back. You’re giving me so much more information than I got at the other doctor’s office. And I’ve never been in an office this clean. Your office feels like a zen space.”

I explained that our zen atmosphere is intentional. In my book, I outline the strategy we use to create this environment. We’re not perfect; our building is 150 years old. But through attention to detail, we’ve transformed it into a welcoming dental practice.

Landscaping, Entrances, and First Impressions

I’m sitting on the steps of my office as I record this. Look around, and you’ll see beautiful grounds with fresh flowers. Early spring blooms are everywhere—thanks to Andy Kuskco and his landscaping team, who maintain the property every week.

We have two doors. The front door, though charming and painted in a calming pink and purple (colors associated with healing), doesn’t work. That’s fine, because nearly all patients enter through the back, conveniently located by the parking lot.

We guide patients clearly on where to enter, and signage is visible. As they walk in, they’re greeted by beautiful seasonal planters, knockout roses, and azaleas. Small details like a white bench angled perfectly for visibility add to the welcoming atmosphere. Our mantra, “Be the Gift,” is even displayed outside.

It’s All in the Details: What Dental School Doesn’t Teach

Attention to detail doesn’t stop at landscaping or doorbells. We make sure everything works and looks impeccable because patients notice. These little things create a big impact, even if no one teaches this in dental or medical school.

It’s not just about clinical excellence; it’s about creating an environment where patients feel valued and comfortable. That’s how you elevate your practice.

Remember, be the gift. Have a great day, everyone.