Richard and Caitlin tackle one of the biggest challenges dental practices face—retention. They talk about how practices often feel they’re doing well in this area, only to discover a huge gap between perception and reality.

Richard shares a story of a doctor completely overwhelmed by rapid growth, losing patients out the backdoor as quickly as they came in. Caitlin answers with the importance of tracking key metrics, like hygiene and new patient reappointment rates, and how a lack of urgency can sabotage long-term success.