839: Creating the Ultimate Patient Experience – Dr. Barrett Straub

Loyal patients are your greatest assets. Not only are they your best patients — they are your best ambassadors! To help you attract more of these people to your practice, Kirk Behrendt brings back Dr. Barrett Straub, ACT’s CEO, with clear, simple steps to provide the ultimate patient experience. To learn how to increase patient satisfaction, trust, and positive referrals, listen to Episode 839 of The Best Practices Show!

Learn More About Dr. Straub:

• Send Dr. Straub an email: barrett@actdental.com 
• Join Dr. Straub on Facebook: https://www.facebook.com/barrett.d.straub
• Register for ACT’s To The Top Study Club (January 24, 2025): https://www.eventbrite.com/e/climb-with-us-register-for-january-24-2025-ttt-study-club-tickets-1012960511157
• Email the ACT Team for their free resources: info@actdental.com 
• Send Gina an email: gina@actdental.com 

More Helpful Links for a Better Practice & a Better Life:

• Subscribe to The Best Practices Show: https://the-best-practices-show.captivate.fm/listen
• Join The Best Practices Association: https://www.actdental.com/bpa
• Join ACT’s To The Top Study Club: https://www.actdental.com/ttt
• See the ACT Dental/BPA Live Event Schedule: https://www.actdental.com/event
• Get The Best Practices Magazine for free: https://www.actdental.com/magazine
• Please leave us a review on the podcast: https://podcasts.apple.com/us/podcast/the-best-practices-show-with-kirk-behrendt/id1223838218

Episode Resources:

• Watch the video version of Episode 839: https://www.youtube.com/@actdental/videos
• Watch ACT’s webinars: https://www.actdental.com/125
• Read How to Know a Person by David Brooks: https://www.penguinrandomhouse.com/books/652822/how-to-know-a-person-by-david-brooks

Main Takeaways:

• Give each patient a personalized greeting.
• Assess your practice through the patients’ eyes.
• Avoid labeling your patients or making assumptions.
• Connect with patients by being comforting and attentive.
• Complete the patient experience with an elegant hand-off.
• Signal that you care through verbal and non-verbal behaviors.

Snippets:

0:00 ACT’s TTT, BPA, and Pro Coaching.

6:57 Why it’s important to create an intentional patient experience.

9:57 Word-of-mouth drives growth.

12:04 Trust and loyalty build long-term relationships.

13:13 How many patients do you actually need?

16:31 Assess your physical environment.

22:30 Be selective about what you put on your monitors.

24:28 Greet patients with warmth and positivity.

29:36 Avoid labels and assumptions.

35:42 Make patients feel special.

46:11 Practice active listening and rapport building.

48:22 Be attentive to patients’ needs and promote comfort.

51:51 Finish the patient experience with an elegant hand-off.

55:30 Final takeaways.

56:22 Conclusion.

Dr. Barrett Straub Bio:

Dr. Barrett Straub practices general and sedation dentistry in Port Washington, Wisconsin. He has worked hard to develop his practice into a top-performing, fee-for-service practice that focuses on improving the lives of patients through dentistry.

A graduate of Marquette Dental School, Dr. Straub’s advanced training and CE includes work at the Spear Institute, LVI, DOCS, and as a member of the Milwaukee Study Club. He is a past member of the Wisconsin Dental Association Board of Trustees and was awarded the Marquette Dental School 2017 Young Alumnus of the Year. As a former ACT coaching client that experienced first-hand the transformation that coaching can provide, he is passionate about helping other dentists create the practice they’ve always wanted.

Dr. Straub loves to hunt, golf, and spend winter on the ice, curling. He is married to Katie, with two daughters, Abby and Elizabeth.