The Savvy Dentist

In this episode, Jesse Green is joined by Rob Markey, co-creator of the world-renowned Net Promoter Score (NPS) and co-author of The Ultimate Question 2.0. Together, they explore how dental practices can harness the power of customer loyalty to drive sustainable growth.

Rob unpacks the differences between satisfaction, loyalty, and advocacy, and explains why emotional commitment, not just repeat visits, defines true loyalty. With practical insights into staff engagement, pricing, patient experience, and reputation-building, this episode is packed with tools for turning your patients into passionate advocates.

1. [00:01] Why customer loyalty is more than repeat business, and why it matters
2. [04:04] Loyalty vs. satisfaction
3. [08:20] Loyalty, advocacy, and the rare brands that inspire devotion
4. [13:39] Why internal culture and staff advocacy are key to external loyalty
5. [26:24] Jesse’s four-step framework for generating word-of-mouth referrals
6. [28:42] The role of pricing in perceived value and patient expectations
7. [33:04] The “trap” of elevated expectations and how to manage them.

1. Rob Markey website
2. Connect with Rob on LinkedIn
3. • Join the free Savvy Dentist Facebook Group
   • Follow Dr Jesse Green on LinkedIn
   • Visit Savvy Dentist website
   
   

Mentioned in this episode:

Savvy Dentist Team Training Bundle

If your practice can’t run without you, it’s time for systems - not more theory.

Team Training Bundle 2025

What does it take to not only survive extreme trauma, but to thrive and lead with purpose on the other side of it? In this episode, Jesse chats with Noliza, a mother of five, award-winning keynote speaker, entrepreneur, philanthropist, and survivor of unspeakable adversity. From childhood abuse and homelessness to near-death experiences and systemic injustice, Noliza’s story is not defined by trauma, but by transformation.

Despite unimaginable adversity, Noliza forged a path to global impact by building from scratch again and again. These aren’t business school theories - they’re field-tested systems born from crisis and refined over 25 years of turning nothing into something.

She shares how she rebuilt her life from the ground up using powerful frameworks forged in real-world crisis: The Power of Nothing, The Conviction Effect, and The One-Day Reset. Whether you're facing adversity, leading a team, or navigating personal reinvention, this episode offers practical insights on resilience, self-responsibility, and the true nature of healing.

• [00:00] Introduction and the power of storytelling through lived experience
• [02:21] Noliza’s early trauma and its lifelong ripple effects
• [10:37] How repeated trauma shaped her nervous system and healing path
• [13:30] Inner child work and what "doing the work" actually looks like
• [17:04] The cost of staying in relationships where you’re not seen
• [20:05] Parenting from a place of truth, strength, and independence
• [22:10] From brokenness to becoming a global keynote speaker
• [24:52] Boundaries, triggers, and self-protection as a core responsibility
• [29:49] Curating your circle
• [33:48] Building a healthy relationship with yourself, step by step
• [37:46] What a true reset looks like and how to start again tomorrow
• [40:36] Why mindset is everything.

Norliza's website

My Mind Hub website

Norliza's book Conviction

Connect with Norliza on LinkedIn

Norliza on Instagram

• Join the free Savvy Dentist Facebook Group
• Follow Dr Jesse Green on LinkedIn
• Visit Savvy Dentist website

Mentioned in this episode:

Savvy Dentist Team Training Bundle

If your practice can’t run without you, it’s time for systems - not more theory.

Team Training Bundle 2025

In this episode, Jesse shares a powerful four-part framework to help dental practice owners not just survive, but thrive during economic downturns. Drawing inspiration from the medieval concept of a castle and its protective moat, Jesse introduces the MOAT strategy as a robust defence mechanism for your business.

Whether you're facing turbulent financial conditions or simply want to future-proof your practice, this episode will walk you through specific, actionable steps to bolster your practice's financial reserves, systemise operations, diversify patient acquisition, and master your time for strategic leadership.

• [00:00] Introduction to economic resilience and the castle-moat analogy
• [00:01] Why your practice is your financial fortress, and how to defend it
• [01:18] M for Money: Building strong cash reserves and managing debt wisely
• [03:51] O for Operations: Systemisation vs humanisation and why it matters
• [06:01] A for Acquisition: Creating multiple streams of patient flow
• [08:11] T for Time: The real value of your time as a business owner
• [08:55] Boundaries, delegation, and strategic thinking as leadership essentials.

Resources and Links:

• Join the free Savvy Dentist Facebook Group
• Follow Dr Jesse Green on LinkedIn
• Visit Savvy Dentist website

Mentioned in this episode:

Savvy Dentist Team Training Bundle

If your practice can’t run without you, it’s time for systems - not more theory.

Team Training Bundle 2025

In this powerful conversation, entrepreneur, speaker, and stress coach Luke Mathers shares transformative insights on why stress isn't the real problem - it's how we recover from it that matters. Drawing from his business journey, Luke unpacks how stress, when harnessed correctly, can sharpen our focus, build resilience, and actually lead to better outcomes. But without the right recovery habits, even the most successful business owners can spiral into burnout, anxiety, and emotional dysregulation.

You'll learn about Luke’s unique alter ego strategy, the importance of designing systems for recovery, and why getting clear on your values is essential to living and working on purpose. Whether you're a seasoned entrepreneur or feeling the early signs of burnout, this episode is packed with actionable wisdom on how to reset, regulate, and rise.

In this episode:

• [00:00] Introduction to Luke Mathers and his business background
• [02:40] The moment Luke realised stress wasn’t the problem
• [05:10] Why recovery matters more than reducing stress
• [08:35] Creating systems and habits to manage stress cycles
• [12:20] A tool for emotional regulation
• [17:00] Using stress as a compass, not a curse
• [20:45] How to improve your “recovery game”
• [29:50] Making space for clarity and decision-making
• [34:10] How Luke’s insights apply to everyday business challenges
• [39:00] The link between emotional control and business performance.

Resources and Links:

• Luke Mathers website
• Luke’s book Stress Teflon
• Connect with Luke on LinkedIn

• Join the free Savvy Dentist Facebook Group
• Follow Dr Jesse Green on LinkedIn
• Visit Savvy Dentist website

Mentioned in this episode:

Savvy Dentist Team Training Bundle

If your practice can’t run without you, it’s time for systems - not more theory.

Team Training Bundle 2025

In this inspiring episode, Jesse chats to world champion surfer, Paralympian, and business leader Matt Formston. Matt Formston stands as a powerful example of how resilience and determination can shatter boundaries and redefine what’s possible. Despite having less than 3% vision, he has excelled in the athletic, corporate, and community worlds, inspiring others with his story of courage and grit.

A Member of the Order of Australia (AM), Matt’s achievements are legendary. He holds a Guinness World Record for surfing the largest wave (51ft) conquered by a blind or para-athlete. He is a 4x Para Surfing World Champion, a Track Cycling World Champion, a 12x Australian Cycling Champion, and competed in the 2016 Rio Paralympics. Each accomplishment reflects his unwavering mission—to prove that any limit can be redefined through possibility and perseverance.

He shares his journey of defying expectations, the power of mindset, and how building the right team has helped him break records and lead global organisations. This is a conversation about resilience, trust, and redefining what’s possible.

In this episode:

• [00:00] Introduction to Matt Formston and his early diagnosis with vision loss
• [02:20] How Matt's parents helped shift his mindset from limitation to possibility
• [05:15] Competing against sighted athletes and discovering his unique advantage
• [08:45] The pivotal moment that led Matt to professional cycling
• [13:30] Transitioning from elite sport to business and bringing a high-performance mindset
• [17:25] Why Matt refuses to let external voices dictate his potential
• [19:40] How adaptability and grit helped him lead through change
• [23:10] Building strong teams and empowering others to succeed
• [26:45] The role of preparation and consistency in world-class performance.

Resources and Links:

Matt Formston's website

Matt Formston Instagram

• Join the free Savvy Dentist Facebook Group
• Follow Dr Jesse Green on LinkedIn
• Visit Savvy Dentist website

Mentioned in this episode:

Savvy Dentist Team Training Bundle

If your practice can’t run without you, it’s time for systems - not more theory.

Team Training Bundle 2025

This episode is a real-world case study of two of Jesse's clients who transformed their modest two-chair dental practice into a thriving multi-chair operation generating millions in revenue. Starting from a place of financial frustration and limited clinical capacity, Jesse unpacks the strategies that helped them boost profitability and reclaim time freedom.

It highlights the pivotal mindset shifts and tactical changes required to scale a dental practice sustainably. Whether you're just getting started or looking to level up, the lessons shared here offer a proven path to building a profitable and fulfilling dental business.

In this episode:

• [00:00] Introducing the client's story and initial goals
• [00:02] The reality of running a two-chair practice with competitive pressures
• [01:19] Setting financial goals
• [02:15] Short-term financial wins
• [03:13] Medium-term strategy
• [04:04] Increasing patient flow and team capacity with two chairs
• [06:19] Hitting the $1M goal and facing new life challenges
• [08:54] Identity shift: from clinical dentist to business owner
• [09:52] Building leaders and systems for team autonomy
• [10:54] Leveraging metrics and dashboards for smarter decision-making.

Resources and Links:

• Join the free Savvy Dentist Facebook Group
• Follow Dr Jesse Green on LinkedIn
• Visit Savvy Dentist website

Mentioned in this episode:

Savvy Dentist Team Training Bundle

If your practice can’t run without you, it’s time for systems - not more theory.

Team Training Bundle 2025

In this episode, Jesse tackles one of the biggest profit leaks in dental practices - poor patient retention. Drawing on decades of experience and his book Retention: How to Plug the #1 Profit Leak in Your Dental Practice, Jesse breaks down the real cost of patient attrition, and why throwing more money at marketing won't solve the problem.

You'll learn how to build a retention-focused practice that deepens trust, boosts referrals, and supports sustainable growth. Whether you're just starting out or scaling up, this episode offers practical strategies to help you keep the patients you’ve worked so hard to attract.

In this episode:

• [00:00] Why dentists often trade time for money, and how to break the cycle
• [04:33] The real impact of patient loss on profits and growth
• [05:55] A retention case study from a growing practice in Ballarat
• [06:15] Why retention gives you confidence to scale
• [07:06] The Know-Like-Trust factor and how it boosts case acceptance
• [08:55] The financial value of a retained patient over three years
• [09:44] How referrals and reviews flow from great retention
• [10:50] The 3 biggest leakage points in patient retention
• [11:44] 4-Step framework for patient retention
• [21:13] Human-to-human connection as a competitive edge in the AI age
• [22:53] Why patients stay - and it’s not your crown margins.

Resources and Links:

• Jesse’s book: Retention – How to Plug the #1 Profit Leak in Your Dental Practice
• Listen to Jesse’s episode with Adam Bradford on community marketing

• Join the free Savvy Dentist Facebook Group
• Follow Dr Jesse Green on LinkedIn
• Visit Savvy Dentist website

Mentioned in this episode:

Savvy Dentist Team Training Bundle

If your practice can’t run without you, it’s time for systems - not more theory.

Team Training Bundle 2025

Running a dental practice can often feel like a tug-of-war between time and money. In this solo episode, Dr Jesse Green shares a personal story that sparked a pivotal shift in how he approached business - moving from being time-poor to building a practice that supports both financial success and personal freedom.

Jesse breaks down the three critical pillars every dental practice owner must master to stop trading time for money. You’ll discover why most practices struggle with scalability and how adopting the mindset of a “training institution” can unlock the growth you’ve been chasing. This episode is a practical blueprint for anyone serious about creating time and money in their practice - without sacrificing their lifestyle.

In this episode:

• [00:00] Why time is as valuable as money in practice ownership
• [00:51] Jesse’s turning point: missing moments with his family
• [02:08] The shift to building a lifestyle-based practice
• [02:24] The 3 reasons practices fail to create both time and money
• [04:48] Why training is the most underrated growth tool
• [05:28] The identity shift
• [06:35] What sport teaches us about training for success
• [07:22] Building confidence through strong training systems
• [08:08] Stop tolerating poor performance
• [09:05] The 12-week training blueprint: rookie to pro
• [10:04] The 3 E’s of training: Education, Exercise, Experience
• [11:20] The problem with “sink or swim” onboarding
• [11:43] How to systemise training with reusable resources
• [12:25] The real ROI of becoming a training institution.

• Join the free Savvy Dentist Facebook Group
• Follow Dr Jesse Green on LinkedIn
• Visit Savvy Dentist website

Mentioned in this episode:

Savvy Dentist Team Training Bundle

If your practice can’t run without you, it’s time for systems - not more theory.

Team Training Bundle 2025

If you’ve ever wondered why some dental practices thrive while others tread water, this episode is for you. Jesse shares the three critical gaps that often prevent practice owners from growing and scaling effectively - and how to close them. These aren’t just theoretical ideas - they’re practical, real-world insights drawn from years of working with high-performing practices.

Whether you're looking to free up time, increase revenue, or gain momentum in your business, understanding and closing these gaps can be the turning point. Jesse shares personal stories, proven frameworks, and a powerful reminder that consistent action beats wishful thinking every time.

• [00:58] Introduction to the 3 performance gaps that separate successful practice owners from those who stall
• [01:17] Why identifying and closing the knowledge gap is the first step to real growth
• [04:30] The skills gap - why knowing isn't enough without execution and repetition
• [05:49] How to acquire business skills just like you did in dental school
• [06:30] The third and most decisive gap: implementation - and why most fall short
• [10:54] Finding your North Star: aligning resources and priorities to your personal goals
• [11:27] Using the “impact-ease matrix” to focus on high-impact, easy-to-complete actions
• [12:24] The habit of finishing.

• Join the free Savvy Dentist Facebook Group
• Follow Dr Jesse Green on LinkedIn
• Visit Savvy Dentist website

Mentioned in this episode:

Savvy Dentist Team Training Bundle

If your practice can’t run without you, it’s time for systems - not more theory.

Team Training Bundle 2025

In this solo episode, Jesse unpacks what it really means to lead a dental practice during a time of massive technological upheaval. With AI evolving at a breakneck pace, and the future of dentistry changing before our eyes, Jesse explores how to position yourself in the age of disruption - not as the disrupted, but as the disruptor.

He reflects on key moments of disruption in the past, from the GFC to COVID, and draws powerful parallels with today’s AI revolution. Through candid stories, strategic insights, and practical takeaways, Jesse challenges practice owners to stop burying their heads in the sand and start leading with clarity, purpose, and adaptability.

• [00:01] What “disruption” really means
• [01:37] AI’s rapid acceleration and the collapse of Moore’s Law
• [03:15] Why burying your head in the sand is the most dangerous choice
• [06:10] Jesse’s near-death experience and a business metaphor
• [09:08] Preparing your practice for AI instead of fearing it
• [09:58] How AI can enhance diagnosis and lift associate productivity
• [12:37] The coming shift from VAs to AI systems
• [14:43] The rise of AI “slop” in marketing and how to avoid it
• [15:45] Driving growth through the “Triad of Brands”
• [17:54] Short-term and long-term AI-powered patient nurturing.

• CoTreat AI
• Morgan Housel website - The Psychology of Money & Same As Ever books

• Join the free Savvy Dentist Facebook Group
• Follow Dr Jesse Green on LinkedIn
• Visit Savvy Dentist website

Mentioned in this episode:

Savvy Dentist Team Training Bundle

If your practice can’t run without you, it’s time for systems - not more theory.

Team Training Bundle 2025