The Raving Patients Podcast


, Episode 


Treating People Not Patients: The Importance of First-Class Customer Service in Dental Practices


, Episode 


March 15, 2024

Treating People Not Patients: The Importance of First-Class Customer Service in Dental Practices

Have you ever felt like your dental visit was more about the procedure than you? Well, the issue is that doctors are only trained to perform procedures and not on customer service. 

To shed more light on this issue is today’s guest, Dr. Michael Sonick, a respected periodontist whose mission is to treat people, not just patients, which is the title of his industry-changing book. Due to his reputation for excellent customer care, his fee-for-service practice is routinely booked 2-3 months in advance. 

Michael’s clinical excellence, hospitality, and genuine interaction with patients have set a new standard in healthcare, highlighting the importance of building trust and shared decision-making.

Michael goes further into how comprehensive patient care should be the cornerstone of dental and medical practices. Beyond just performing technical procedures, he discusses the art of patient communication, which has been key to his practice's success. With over 90% of his patients accepting comprehensive treatment, his approach has proven effective in fostering an environment where patients feel both valued and understood.

The episode also covers practical subjects like office design and team-building, which are crucial for creating a patient-centered atmosphere. These insights are not just for dental professionals but anyone interested in how empathy and care can transform the healthcare experience.

Tune in to learn how you can adopt these practices to improve patient care and satisfaction in your own field.

Key Takeaways:

Introduction (00:00)

Dr. Sonick’s Background and Inspiration for the Book (01:38)

The Impact of Customer Service in Healthcare (04:24)

Building a First-Class Office Environment (06:44)

The Role of Team and Culture in Patient Care (19:52)

Creating Wow Experiences for Patients (28:13)

Learn More from Dr. Michael Sonick (35:19)


Connect with Dr. Michael Sonick on social media: 






Learn proven dental marketing strategies and online reputation management techniques at:

This podcast is sponsored by Dental Intelligence. Learn more at:

This podcast is sponsored by The Doc Sites, the leading provider of websites and online marketing for dentists. Find out more at:

Raving Patients Podcast is your go-to place for the latest and best dental marketing strategies that will help you skyrocket your practice. Follow us for more!



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