Episode Summary This week on Dental Drill Bits, Dana and Sandy open up about real-world customer service experiences that prove just how important it is to put yourself in the patient's shoes.

Dana kicks things off with her eye doctor visit, from tiny-font registration forms to confusing waiting rooms and perfume-passing that crossed the line. She then shares what her tire appointment taught her about easing patient anxiety and making sure customers leave with confidence.

Sandy brings her own story to the table about trying to buy fireplace logs, only to be talked out of making the purchase by the very person answering the phone. Together, they explore what it means to honor the customer's current concern, anticipate their questions, and create experiences that build trust.

If you've ever wondered how the smallest details can make or break customer loyalty, this episode will make you rethink every touchpoint in your practice.

Key Takeaways

• Always imagine yourself in the customer's position—what feels confusing vs. reassuring?

• Honor the customer's current concern, even if you think they need something else.

• Anticipate wants, questions, and needs before the customer even asks.

• Every interaction is an opportunity to build confidence—or lose it.

🔊 Episode Sponsors:

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