The Front Desk Advantage: How to Elevate Patient Experience from the First Hello
When you’re launching your own dental practice, there’s a lot to think about—clinical care, operatory setup, marketing… the list goes on. But there’s one area that’s often underestimated and yet absolutely critical to your success: your front desk.
Your front desk team is the first impression your practice makes. They’re your patient experience ambassadors. And how they handle those first few minutes can shape the entire patient relationship—for better or worse.
Why Your Front Desk Matters More Than You Think
In our Ideal Practices Podcast episode, I sat down with Lisa Spradley—nationally known as “The Front Desk Lady”—to get her top tips for startup owners. Lisa has been named one of the Top 25 Women in Dentistry, published in leading journals, and is a sought-after speaker across the country. Her focus? Helping dentists turn their front desks into strategic practice-building assets.
Here’s what we covered—and what you’ll want to implement right away:
Key listening skills that turn phone calls into loyal patients
Tech tips to streamline front desk systems (and avoid dropped balls)
3 golden rules for phone interactions that leave a lasting impression
The best way to answer the dreaded “Do you take my insurance?” question
The greeting skill most teams forget—and how to fix it in 10 seconds
Real Talk for Startup Success
This isn’t about scripts or fake smiles. It’s about setting up systems, training, and culture from Day One so your front desk isn’t just a desk—it’s a growth engine.
If you want patients to stick, refer, and feel genuinely cared for, this episode is required listening.
Want to Build a Practice That Patients Brag About?
That starts with a team that knows how to connect. We’ve helped over 900 startups create environments where patients feel heard, respected, and welcomed—starting at the front desk.
Here’s how to get started:
Learn the Ideal Practices strategy inside the Startup Practice Book
Book a Consultation Call to talk through your front desk systems and team hiring
Great practices don’t just treat teeth. They build trust—and it all begins with the first “hello.”
Here’s to setting your front desk (and your startup) up for success.
—Stephen Trutter