In this episode, Laura and Leanna dive into the danger of pretending to be premium. They unpack what happens when practices or businesses talk a five-star game but fall short on substance — and how that erodes patient trust faster than you can say “paper cone cup”.

Leanna shares a deeply personal story about hair loss, emotional vulnerability and a clinic that tried to take advantage — emotionally and financially. It's a powerful reminder that the best service comes from empathy, not just a fancy reception.

There’s also a dental nurse prank in Confession Corner that could only have happened in the good old days, and a brilliant Hangout Question on managing persistently rude patients. Plus, this week’s banned word is short but deadly — and we’ve got a better one to use instead.

🏨 Why businesses that look five-star often miss the mark behind the scenes

🛏️ Laura compares two treatment experiences: and one was very bouncy

🥤 Why a paper cup could ruin your entire brand (yes, really)

💇‍♀️ Leanna shares a personal experience of emotional manipulation at a high-end clinic — and how her husband’s common sense saved the day

💸 How looking premium doesn’t mean being premium – and what real value looks like in patient care

🩺 Hangout Question: “How do we deal with a patient who’s continually rude to staff and their dentist?”

🚫 Why zero-tolerance policies matter – and how to make sure your systems back your team, not the patient

😱 Confession Corner: a Dental nurse’s April Fool’s Day prank that nearly gave an associate a breakdown

🚫 Banned Word: “Free” – why we’re swapping it for “complimentary” and what language really says about your brand

Link to send in your confession

Link to send in your question for the Horton Hangout

Links you may find useful

Horton Consulting

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Laura Horton - TikTok

Leanna Best - LinkedIn

Leanna Best - Instagram