The Dentalpreneur Podcast w/ Dr. Mark Costes 2474: Closing the Loop: Operational Wisdom
Mar 26, 2026
Addison Killeen, a dental operations coach and bestselling author, shares a practical 10-step framework to build patient trust. He covers first impressions, phone skills, smooth handoffs, punctuality, rapid rapport, clear treatment presentation, standardized team language, and confident financial conversations. Short, systems-based strategies for turning interactions into more accepted care.
AI Snips
Chapters
Books
Transcript
Episode notes
Respect Guest Time With A 60 Second Rule
- Be punctual and respect guest time by responding quickly on arrival (like Laszlo's 60-second coaster rule).
- Addison suggests seating-to-room transition stops patients' waiting-clock and preserves reliability.
Use Who What Warmth For Handoffs
- Standardize warm handoffs using who what and warmth script to transmit authority between team members.
- Example: assistant introduces patient to treatment coordinator by name, issue, and a short edification of the coordinator.
Reduce Anxiety By Removing Uncertainty
- Reduce patient anxiety by explicitly removing uncertainty: state visit goal, duration, steps (x-rays, photos, doctor comes) and ask about time constraints.
- Addison advises assistants to set expectations when seating the patient.
