Dental Flow Podcast

Benjamin Suggs interviews Dr. Michael Friedman, a Georgia dentist with more than 20 years of experience, about building a dental practice that patients rave about. They discuss Dr. Friedman’s path into dentistry, how he acquired and grew an existing practice, and why he left PPO networks to protect quality, time, and team culture in his Sharon Springs Dental practice. The episode also explores clear aligner treatment, including Invisalign and Candid, financing options, treatment timelines, and what patients should look for when choosing a provider.

Key Topics

• Dr. Friedman’s early exposure to dentistry through his grandfather
• His decision to attend NYU Dental
• Advice for dentists considering purchasing a practice
• Evaluating practice finances, patient charts, and team culture
• Why strong employees are central to practice growth
• Creating a comfortable, efficient, and personal patient experience
• How the practice delivers thorough yet gentle cleanings
• The role of technology, digital scans, and patient monitoring
• Why the practice transitioned from PPO participation to out-of-network care
• How insurance reimbursement can affect time, materials, and quality
• Comparing Invisalign and Candid clear aligners
• How remote monitoring helps patients stay on track
• Typical clear aligner treatment timelines
• Financing options for aligner treatment
• What patients should consider when choosing a clear aligner provider

Timestamps

• 00:00 Financing options for clear aligner treatment
• 00:19 Dr. Friedman’s background and journey into dentistry
• 02:02 Advice for buying an existing dental practice
• 03:33 The importance of team culture and patient care
• 04:50 Building a comfortable and efficient patient experience
• 06:48 Delivering consistently excellent cleanings
• 07:48 Technology, scheduling, and new-patient exams
• 10:00 Moving from PPO participation to out-of-network care
• 11:55 Avoiding quality compromises caused by insurance limitations
• 14:01 Invisalign and Candid clear aligners
• 15:22 How Candid’s remote monitoring works
• 16:19 The role of the Candid monitoring app
• 17:12 Closing thoughts on clear aligner technology

Notable Quotes

• “The team is the biggest thing that keeps us going.”
• “We wanted to treat them without limitations, without rules from insurance.”
• “They’re really almost identical systems, and they’re gonna get you to the same place in the end.”

Sharon Springs Dental

We combine cutting-edge AI technology with over 14 years of dental marketing expertise to drive real results. From increasing new patient flow to filling holes in your schedule, our strategies are built to grow your practice—efficiently, intelligently, and predictably. Experience marketing that adapts in real-time and delivers every time.

• No long-term contracts.
• Our clients average a 5X return on investment.
• Personalized, non-corporate approach.
• 5-star reviewed.
• Incredibly easy to work with - your time commitment is minimal.

Find us:

Website: https://newpatientsflow.com

Google: https://g.co/kgs/zqWTc5a

Facebook: https://www.facebook.com/newpatientsflow

Instagram: https://www.instagram.com/newpatientsflow/

Linkedin: https://www.linkedin.com/company/newpatientsflow

In this episode of the Dental Flow Podcast, Benjamin Suggs, owner of Flow New Patient Marketing, breaks down the 10 most common frustrations patients have about going to the dentist—and shows how dental practices can turn each one into a trust-building protocol and a powerful marketing message.

Key Takeaways

• Patients do not respond to generic marketing language like “caring team” or “advanced technology.”
• The strongest messaging comes from directly addressing what patients fear most.
• The episode introduces a framework called the Five Ps:
  1. Problem — identify the patient pain point
  2. Protocol — create a process to solve it
  3. Promise — communicate the commitment clearly
  4. Proof — show evidence through reviews and patient stories
  5. Promotion — market the promise in a compelling way

The 10 Patient Pain Points Covered

1. Fear of Pain: Patients worry about whether treatment will hurt or whether they’ll be fully numb before treatment begins.

Protocol: A “numbness first” approach with stop signals, comfort checks, and confirmation before treatment.

Marketing angle: “We don’t begin until you’re fully numb.”

2. High Costs and Surprise Bills: People fear hidden charges, unclear estimates, and unexpected bills.

Protocol: A “price clarity” process with itemized estimates, clear explanation of insurance, and approval before changing the bill.

Marketing angle: “See the numbers before you choose your treatment.”

3. Needles and Injections: Needle anxiety often starts before the syringe is even visible.

Protocol: A “needle anxiety pathway” with pre-screening, hidden syringes, topical anesthetic, and coaching through the process.

Marketing angle: “Tell us once. We change the entire visit.”

4. Drills, Tools, Noises, and Sensory Discomfort: Patients dislike the sounds, smells, vibrations, and visual stress of dental tools.

Protocol: A “quiet care kit” with headphones, music, lip balm, breaks, and reduced exposure to instruments.

Marketing angle: “Choose your soundtrack, not the drill.”

5. Fear of Bad News and Unnecessary Treatment: Patients worry they’ll be told they need expensive, urgent treatment they don’t understand.

Protocol: An “evidence first” treatment plan with photos, scans, radiographs, and clear now/soon/watch categories.

Marketing angle: “See what we see.”

6. Loss of Control: Patients want to know what happens next and how to stop treatment if needed.

Protocol: “Control first care” with stop signals, permission before new steps, time updates, and patient preference checks.

Marketing angle: “Your hand goes up, everything stops.”

7. Shame, Embarrassment, and Lectures: Many patients avoid care because they expect judgment about how long it’s been since their last visit.

Protocol: A “judgment-free restart” with no accusatory language and no guilt-driven communication.

Marketing angle: “No lectures. No guilt. Just a plan forward.”

8. Dental Care Takes Too Much Time: Patients worry about multiple visits, unclear appointment lengths, and time lost from work or family.

Protocol: A “time smart visit” with realistic timing, mobile paperwork, online scheduling, and fewer visits when possible.

Marketing angle: “Know the time before you book.”

9. Waiting Past the Appointment Time: Patients dislike being kept waiting without updates or compensation.

Protocol: A “time respect pledge” with proactive texts, remote waiting, updated start times, and make-good options when delays happen.

Marketing angle: “If we’re running late, you’ll know before you sit.”

10. Poor Communication and Sales Pressure: Patients often leave confused, pressured, or unsure what to do next.

Protocol: A “plain English visit brief” that explains findings, urgency, options, fees, recovery, and next steps.

Marketing angle: “Leave with answers, not jargon.”

The Bigger Strategy

Benjamin wraps the episode by introducing a broader Patient Respect Promise built around:

• costs before care
• numbness before treatment
• stop means stop
• no lectures or judgment
• Delay notifications before unnecessary waiting
• fewer visits whenever clinically possible

The main idea: the most effective dental marketing is not generic—it is built on the real frustrations patients already have and backed by visible systems that solve them.

Action Step for Dental Practices

Review your one-star and five-star reviews. Identify the biggest pain points patients mention, build protocols to solve them, and then communicate those solutions clearly on your website, in your content, and throughout the patient experience.

Today's Dentist Spotlight:

Quinn Dental, Buena Park, CA

Royal Dental Spa of Roswell

We combine cutting-edge AI technology with over 14 years of dental marketing expertise to drive real results. From increasing new patient flow to filling holes in your schedule, our strategies are built to grow your practice—efficiently, intelligently, and predictably. Experience marketing that adapts in real-time and delivers every time.

• No long-term contracts.
• Our clients average a 5X return on investment.
• Personalized, non-corporate approach.
• 5-star reviewed.
• Incredibly easy to work with - your time commitment is minimal.

Find us:

Website: https://newpatientsflow.com

Google: https://g.co/kgs/zqWTc5a

Facebook: https://www.facebook.com/newpatientsflow

Instagram: https://www.instagram.com/newpatientsflow/

Linkedin: https://www.linkedin.com/company/newpatientsflow

Summary

In this episode, Dr. Martin Rabinovich shares his journey of starting a personalized orthodontic practice, emphasizing conservative treatment approaches, the importance of patient compliance, and the value of board certification. He discusses treatment options, practice management, and insights into adult orthodontics.

 sound bites

"I like to keep it conservative and personalized."

"Financing increases patient acceptance and confidence."

"Lifestyle determines the best orthodontic option."

Chapters

00:00 Introduction to Dr. Martin Rabinovich

02:25 Starting an Orthodontic Practice

05:01 Patient-Centered Care Philosophy

06:28 Financing Options in Orthodontics

08:17 Diverse Treatment Options

11:09 The Importance of Compliance

13:38 Board Certification in Orthodontics

15:07 Adult Orthodontics Trends

17:51 Conclusion and Contact Information

 resources

MHR Orthodontics - https://www.mhrortho.com

American Board of Orthodontics - https://www.americanboardortho.com

CareCredit - https://www.carecredit.com

Cherry Financing - https://www.cherry.com

Guest links

Instagram - https://www.instagram.com/mhrortho
Website - https://www.mhrortho.com
Google - https://maps.app.goo.gl/iREjkNpKTWMzbF4E9

We combine cutting-edge AI technology with over 14 years of dental marketing expertise to drive real results. From increasing new patient flow to filling holes in your schedule, our strategies are built to grow your practice—efficiently, intelligently, and predictably. Experience marketing that adapts in real-time and delivers every time.

• No long-term contracts.
• Our clients average a 5X return on investment.
• Personalized, non-corporate approach.
• 5-star reviewed.
• Incredibly easy to work with - your time commitment is minimal.

Find us:

Website: https://newpatientsflow.com

Google: https://g.co/kgs/zqWTc5a

Facebook: https://www.facebook.com/newpatientsflow

Instagram: https://www.instagram.com/newpatientsflow/

Linkedin: https://www.linkedin.com/company/newpatientsflow

There are several key decisions dental professionals face when choosing a marketing agency: deciding between long-term contracts versus month-to-month agreements, understanding the onboarding process, setting realistic expectations for SEO results, and evaluating the agency’s focus on measurable patient growth. 

In this episode, Benjamin Suggs, host of the Dental Flow Podcast and owner of Flow New Patient Marketing, breaks down the pros and cons of long-term contract dental marketing agencies versus month-to-month agencies. He shares real-world examples of dentists stuck in contracts, discusses why some agencies require annual agreements, and explains why his agency chooses a month-to-month model to ensure accountability and faster results. 

Benjamin also emphasizes the importance of transparency, measurable outcomes, and aligning agency incentives with the dental practice’s success. He provides practical insights for dentists on how to avoid being locked into contracts that may not serve their best interests. 

Leave a positive rating and review of this podcast with just one click. 

WHAT TO LISTEN FOR 
0:34 Introduction to Month-to-Month vs. Long-Term Contracts 
2:10 Case Study: Dentist Stuck in a Long-Term Contract 
3:45 Advantages of Long-Term Contract Agencies 
6:20 Why Month-to-Month Agencies Can Deliver Faster Results 
8:51 Flow New Patient Marketing’s Month-to-Month Approach 
10:15 Why Contracts Aren’t Always Necessary for Client Retention 

RESOURCES/LINKS MENTIONED 
Flow New Patient Marketing – Dental Marketing Services 

CONNECT WITH US
Join the Dental Flow Podcast community to stay updated on innovative practice growth strategies, actionable insights, and expert advice for elevating your dental practice:

newpatientsflow.com 

We combine cutting-edge AI technology with over 14 years of dental marketing expertise to drive real results. From increasing new patient flow to filling holes in your schedule, our strategies are built to grow your practice—efficiently, intelligently, and predictably. Experience marketing that adapts in real-time and delivers every time.

• No long-term contracts.
• Our clients average a 5X return on investment.
• Personalized, non-corporate approach.
• 5-star reviewed.
• Incredibly easy to work with - your time commitment is minimal.

Find us:

Website: https://newpatientsflow.com

Google: https://g.co/kgs/zqWTc5a

Facebook: https://www.facebook.com/newpatientsflow

Instagram: https://www.instagram.com/newpatientsflow/

Linkedin: https://www.linkedin.com/company/newpatientsflow

Summary

In this episode of the Dental Flow Podcast, host Benjamin Suggs shares six effective strategies for dental practices to grow without increasing marketing expenses. He emphasizes the importance of optimizing Google Business Profiles, expanding financing options for patients, answering common patient questions online, implementing online scheduling, consistently gathering Google reviews, and utilizing photos to enhance online presence. Each strategy is designed to improve patient engagement and increase practice revenue in 2026.

Takeaways

• You can grow your dental practice without spending more money.
• Google Business Profiles need regular activity to rank higher.
• Offering multiple financing options can increase treatment acceptance.
• Answering common patient questions boosts your online authority.
• Online scheduling allows patients to book appointments in real-time.
• Consistent Google reviews improve local search rankings.
• Photos of your team enhance your practice's online presence.
• Engaging with patients through social media is crucial.
• Don't let perfectionism hinder your marketing efforts.
• Implement these strategies consistently for best results.

Sound bites

• "Google loves it when people use their stuff."
• "Get consistent Google reviews every week."
• "Take more photos of your practice and team."

Chapters

00:00 Introduction to Growing Your Dental Practice

02:55 Maximizing Your Google Business Profile

05:41 Expanding Financing Options for Patients

08:32 Answering Patient Questions Online

11:14 Implementing Online Scheduling

14:12 The Importance of Google Reviews

17:07 Utilizing Photos to Enhance Online Presence

dental marketing, Google business profile, financing options, online scheduling, patient engagement, Google reviews, dental practice growth, SEO strategies, patient questions, dental photography

We combine cutting-edge AI technology with over 14 years of dental marketing expertise to drive real results. From increasing new patient flow to filling holes in your schedule, our strategies are built to grow your practice—efficiently, intelligently, and predictably. Experience marketing that adapts in real-time and delivers every time.

• No long-term contracts.
• Our clients average a 5X return on investment.
• Personalized, non-corporate approach.
• 5-star reviewed.
• Incredibly easy to work with - your time commitment is minimal.

Find us:

Website: https://newpatientsflow.com

Google: https://g.co/kgs/zqWTc5a

Facebook: https://www.facebook.com/newpatientsflow

Instagram: https://www.instagram.com/newpatientsflow/

Linkedin: https://www.linkedin.com/company/newpatientsflow

In this episode of the Dental Flow Podcast, Benjamin Suggs discusses the reasons behind the agency's decision to stop recommending mailers for dental clients. He highlights the shift towards digital marketing, the concept of mailer fatigue, and the declining effectiveness of traditional mailers. Suggs emphasizes the importance of targeting high-intent patients and evaluating the return on investment (ROI) of marketing strategies, advocating for a more data-driven approach to patient acquisition.

Takeaways

• We stopped recommending mailers for our dentist clients.
• Mailer fatigue is a real issue.
• You need nine touches before they call.
• People are looking for the next deal.
• Mailers are low intent marketing.
• Digital marketing yields higher ROI.
• Track your ROI accurately.
• Don't stop mailers immediately, track first.
• High intent patients are more valuable.
• We see a declining ROI with mailers.

Chapters

00:00 The Shift from Mailers to Digital Marketing

03:03 Understanding Mailer Fatigue

06:46 The Declining Effectiveness of Mailers

10:53 High Intent vs. Low Intent Patients

13:18 Evaluating ROI on Marketing Strategies

We combine cutting-edge AI technology with over 14 years of dental marketing expertise to drive real results. From increasing new patient flow to filling holes in your schedule, our strategies are built to grow your practice—efficiently, intelligently, and predictably. Experience marketing that adapts in real-time and delivers every time.

• No long-term contracts.
• Our clients average a 5X return on investment.
• Personalized, non-corporate approach.
• 5-star reviewed.
• Incredibly easy to work with - your time commitment is minimal.

Find us:

Website: https://newpatientsflow.com

Google: https://g.co/kgs/zqWTc5a

Facebook: https://www.facebook.com/newpatientsflow

Instagram: https://www.instagram.com/newpatientsflow/

Linkedin: https://www.linkedin.com/company/newpatientsflow

In this episode of the Dental Flow Podcast, Benjamin Suggs discusses the keyword 'affordable dentist' and its implications for dental practices. He explores the varying definitions of affordability among patients, the reasons behind their search for affordable dental care, and who should consider targeting this keyword in their marketing strategies. Suggs emphasizes the importance of understanding patient intentions and offers actionable steps for practices to effectively utilize this keyword to attract more patients.

Takeaways:

• The keyword 'affordable dentist' is searched over 100,000 times a month.
• Affordability means different things to different people.
• Patients may look for dentists who accept their insurance when searching for affordability.
• Financing options can make dental care more accessible to patients.
• Not all dental practices should target the keyword 'affordable'.
• Fee-for-service practices may not benefit from targeting affordability.
• Tracking keyword performance is essential for effective marketing.
• Understanding patient intent can improve conversion rates.
• There is a significant opportunity in targeting less competitive keywords.
• Dental practices should evaluate their capacity before targeting affordability. 

Chapters

00:00 The Affordable Dentist Debate

02:39 Understanding Patient Intentions

05:31 Who Should Target 'Affordable Dentist'?

07:48 Strategies for Targeting Keywords

10:31 Next Steps for Dental Practices

We combine cutting-edge AI technology with over 14 years of dental marketing expertise to drive real results. From increasing new patient flow to filling holes in your schedule, our strategies are built to grow your practice—efficiently, intelligently, and predictably. Experience marketing that adapts in real-time and delivers every time.

• No long-term contracts.
• Our clients average a 5X return on investment.
• Personalized, non-corporate approach.
• 5-star reviewed.
• Incredibly easy to work with - your time commitment is minimal.

Find us:

Website: https://newpatientsflow.com

Google: https://g.co/kgs/zqWTc5a

Facebook: https://www.facebook.com/newpatientsflow

Instagram: https://www.instagram.com/newpatientsflow/

Linkedin: https://www.linkedin.com/company/newpatientsflow

Summary

In this episode of the Dental Flow podcast, Benjamin Suggs discusses the phenomenon of former dental practice clients returning to his agency after leaving for various reasons. He explores the reasons behind their departure, including changes in management and unmet expectations, as well as the factors that led them to return, such as better results and more supportive agency relationships. The conversation highlights the importance of understanding client needs, the role of office managers, and the significance of continuity in agency-client relationships.

Takeaways

• 10 dental practice clients returned after leaving our agency.
• Reasons for leaving included selling to a DSO and dissatisfaction.
• New office managers often disrupt existing agency relationships.
• Over-promising by sales teams can lead to client disappointment.
• Continuity in client relationships is crucial for success.
• Clients value agencies that require minimal time commitment.
• Results-driven marketing is essential for client retention.
• Understanding client expectations can prevent agency turnover.
• Building strong relationships with clients fosters loyalty.
• Transparency in agency performance is key to client trust.

Chapters

00:00 The Return of Former Clients

02:19 Reasons for Leaving and Coming Back

05:06 The Role of Office Managers in Agency Relationships

08:11 Over-Promising and Under-Delivering

10:21 Time Commitment and Client Expectations

13:02 Continuity in Client Relationships

14:40 Lessons from Client Returns

We combine cutting-edge AI technology with over 14 years of dental marketing expertise to drive real results. From increasing new patient flow to filling holes in your schedule, our strategies are built to grow your practice—efficiently, intelligently, and predictably. Experience marketing that adapts in real-time and delivers every time.

• No long-term contracts.
• Our clients average a 5X return on investment.
• Personalized, non-corporate approach.
• 5-star reviewed.
• Incredibly easy to work with - your time commitment is minimal.

Find us:

Website: https://newpatientsflow.com

Google: https://g.co/kgs/zqWTc5a

Facebook: https://www.facebook.com/newpatientsflow

Instagram: https://www.instagram.com/newpatientsflow/

Linkedin: https://www.linkedin.com/company/newpatientsflow

Summary

In this episode of the Dental Flow Podcast, Benjamin Suggs shares four critical insights for dentists planning to start their own practice. He emphasizes the importance of location, targeting new patients, training front desk staff, and creating an exceptional patient experience. Each of these elements plays a vital role in the success and growth of a dental practice, and Suggs provides practical advice based on his extensive experience in the industry.

Takeaways

• Location is critical for attracting new patients.
• Foot traffic in retail spaces can drive practice growth.
• Aim for 30 new patients per month for steady growth.
• Budget for marketing to reach new patient targets.
• Train front desk staff to convert calls into appointments.
• Exceptional patient experience leads to retention and referrals.
• Invest in training to improve conversion rates.
• Consider less competitive areas for practice location.
• Create a welcoming environment for patients.
• Focus on patient experience as a key differentiator.

Chapters

00:00 The Importance of Location in Dental Practice Startups

05:40 Targeting New Patients: The Key to Growth

08:50 Training Front Desk Staff for Success

13:11 Creating an Exceptional Patient Experience

We combine cutting-edge AI technology with over 14 years of dental marketing expertise to drive real results. From increasing new patient flow to filling holes in your schedule, our strategies are built to grow your practice—efficiently, intelligently, and predictably. Experience marketing that adapts in real-time and delivers every time.

• No long-term contracts.
• Our clients average a 5X return on investment.
• Personalized, non-corporate approach.
• 5-star reviewed.
• Incredibly easy to work with - your time commitment is minimal.

Find us:

Website: https://newpatientsflow.com

Google: https://g.co/kgs/zqWTc5a

Facebook: https://www.facebook.com/newpatientsflow

Instagram: https://www.instagram.com/newpatientsflow/

Linkedin: https://www.linkedin.com/company/newpatientsflow

In this episode of the Dental Flow Podcast, host Benjamin Suggs shares a straightforward yet powerful strategy for dental practices to boost new patient bookings: instructing front desk staff to always offer an appointment time on every new patient call. By doing so, practices can uncover and address real objections that prevent bookings, gather valuable data on why patients may not schedule, and identify opportunities for operational improvements. The episode highlights the importance of tracking these objections, adapting to patient needs, and making data-driven adjustments to promote practice growth and patient acquisition.

Chapters

• The One Simple Change: Always Offer an Appointment (0:00:34 – 0:04:30)
• Explanation of the main actionable tip: ensuring every new patient call ends with an offered appointment time.
• Handling Objections and Test Closes (0:04:30 – 0:08:00)
• Discussion on how to uncover and address patient objections, with examples of common concerns like insurance, pricing, and scheduling.
• Tracking and Learning from Objections (0:08:00 – 0:11:30)
• The importance of having front desk staff record reasons for not booking and using this data to identify trends and opportunities.
• Real-World Examples and Practice Impact (0:11:30 – 0:12:45)
• Stories illustrating the value of tracking objections and how missed opportunities can be identified and addressed.
• Recap and Call to Action (0:12:45 – 0:13:33)
• Summary of the episode’s advice and encouragement to implement the strategy for immediate results.

Takeaways

• Always offer an appointment time on every new patient call—don’t let the call end without it.
• Pushing for an appointment helps uncover the real reasons why a patient may not book, allowing you to address their objections directly.
• Train front desk staff to record every reason a new patient does not book an appointment, using a simple sheet of paper.
• Collecting and reviewing these reasons over time provides valuable data to identify trends and common objections.
• Practice owners should regularly review this data to determine which objections can be addressed or which operational changes could increase bookings.

Dentist Spotlight

SmileCentric East - https://smilecentriceast.com

Google Business Page - https://maps.app.goo.gl/cwfkAEBT4j2Bm4nT6

We combine cutting-edge AI technology with over 14 years of dental marketing expertise to drive real results. From increasing new patient flow to filling holes in your schedule, our strategies are built to grow your practice—efficiently, intelligently, and predictably. Experience marketing that adapts in real-time and delivers every time.

• No long-term contracts.
• Our clients average a 5X return on investment.
• Personalized, non-corporate approach.
• 5-star reviewed.
• Incredibly easy to work with - your time commitment is minimal.

Find us:

Website: https://newpatientsflow.com

Google: https://g.co/kgs/zqWTc5a

Facebook: https://www.facebook.com/newpatientsflow

Instagram: https://www.instagram.com/newpatientsflow/

Linkedin: https://www.linkedin.com/company/newpatientsflow