2616: Economics of a Lifetime Patient

On today's episode, Dr. Mark Costes breaks down how every patient interaction can influence trust, retention, and referrals. Using a conservative example, he illustrates how a patient's lifetime value could reach $45,000 when referrals are included. He introduces the three E's of energy, empathy, and edification, and explains how teams can apply them from the first phone call through post-op follow-up.

Through practical examples of greetings, confirmation texts, and personal conversations, he shows how thoughtful handoffs help patients feel comfortable with each person they meet. He also shares why involving your team in creating and practicing these systems is essential to delivering a consistently welcoming experience.

Be sure to check out the full episode from the Dentalpreneur Podcast!

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