Retaining patients is important — but it’s not enough for long-term success! In this episode, Kirk Behrendt brings back Miranda Beeson, ACT’s director of education, to share a framework and system for rethinking retention and creating loyal patients who advocate for your practice. To learn how to create lasting relationships with the ultimate patient experience, listen to Episode 942 of The Best Practices Show!

Learn More About Miranda:

• Send Miranda an email: [email protected] 
• Follow Miranda on ACT’s Instagram: https://www.instagram.com/actdental
• Send Courtney an email: [email protected] 
• Send Gina an email: [email protected] 

More Helpful Links for a Better Practice & a Better Life:

• Subscribe to The Best Practices Show: https://the-best-practices-show.captivate.fm/listen
• Join The Best Practices Association: https://www.actdental.com/bpa
• Download ACT’s BPA app on the Apple App Store: https://apps.apple.com/us/app/best-practices-association/id6738960360
• Download ACT’s BPA app on the Google Play Store: https://play.google.com/store/apps/details?id=com.actdental.join&hl=en_US
• Join ACT’s To The Top Study Club: https://www.actdental.com/ttt
• Get The Best Practices Magazine for free: https://www.actdental.com/magazine
• Please leave us a review on the podcast: https://podcasts.apple.com/us/podcast/the-best-practices-show-with-kirk-behrendt/id1223838218

Episode Resources:

• Watch the video version of Episode 942: https://www.youtube.com/@actdental/videos
• Register for ACT’s BPA to access Creating a 6-Star Patient Experience: https://www.actdental.com/bpa
• Register for ACT’s To The Top Study Club (October 17, 2025): https://www.eventbrite.com/e/climb-with-us-register-for-october-17-2025-ttt-study-club-tickets-1218436780209?aff=odcleoeventsincollection
• Register for ACT’s To The Top Study Club (October 24, 2025): https://www.eventbrite.com/e/climb-with-us-register-for-october-24-2025-ttt-study-club-tickets-1218452908449?aff=odcleoeventsincollection

Main Takeaways:

• Don't spend all your time, effort, money, and energy just on acquiring new patients.
• When patients don't feel connected, they will quietly disappear and never return.
• Retention starts with how patients feel. Create an amazing patient experience.
• Patients will return when you make them feel seen, supported, and valued.
• Build value from the first time a patient calls to when they exit your office.
• Loyal patients will refer you to other patients who are just like them.
• Show gratitude. Without your patients, you don't have a practice.

Snippets:

0:00 Introduction.

2:40 ACT’s BPA, TTT, and Pro Coaching.

5:02 Why this is an important topic.

9:33 Rethink new patients and existing patients.

12:33 APV and net patient growth, explained.

18:46 Practice example of APV.

20:36 Q&A: Is APV reported in Dental Intel?

22:30 Practice example of net patient growth.

23:46 Recaptured patients and lost patients, explained.

27:15 Practice example of net patient growth, continued.

30:25 ACT’s Creating a 6-Star Patient Experience resource.

32:06 Guide your patients through the initial phone call.

36:05 Value your existing patients.

36:53 Q&A: How to guide patients after saying, “Yes, we’re taking new patients”.

39:33 The initial phone call, first visit, first hand-off, chair time, and patient exit.

47:48 Evaluate the four key follow-up systems.

51:30 Final takeaways.

59:54 Q&A: Does APV change based on if you're fee-for-service or a high PPO practice?

1:01:14 Q&A: Is there a new patient goal for an office with three dentists and five hygienists?

Miranda Beeson, MS, BSDH Bio:

Miranda Beeson has over 25 years of clinical dental hygiene, front office, practice administration, and speaking experience. She is enthusiastic about communication and loves helping others find the power that words can bring to their patient interactions and practice dynamics. As a Lead Practice Coach, she is driven to create opportunities to find value in experiences and cultivate new approaches.

Miranda graduated from Old Dominion University, and enjoys spending time with her husband, Chuck, and her children, Trent, Mallory, and Cassidy. Family time is the best time, and is often spent on a golf course, a volleyball court, or spending the day boating at the beach.