On today's episode, Dr. Mark Costes joins Joshua DeVries on The Patient Experience Blueprint to discuss how dental practices can create more intentional, human-centered systems that build trust and improve case acceptance. Mark shares lessons from his unconventional path into dentistry, the failures that shaped his approach to practice ownership, and why clinical skill alone is not enough to create a thriving, patient-centered business.
They explore how trust starts with the team, why every patient touchpoint matters, and how practices can use systems without becoming cold or robotic. Mark also breaks down the importance of mapping the patient journey, improving communication at each transition, focusing on retention as much as acquisition, and creating a culture where patients feel cared for rather than processed.
Be sure to check out the full episode from the Dentalpreneur Podcast!
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