Episodes

  • Good Service is More Important than Marketing

    Good Service is More Important than Marketing
    Jan 25 2025
    https://www.youtube.com/watch?v=_yVtk0LxYwI&t=1s&ab_channel=KidsDentalMarketing-PediatricDentistOutreach In this episode of Kids Dental Marketing, we explore why exceptional service is the cornerstone of building a loyal patient base. Marketing may bring patients through the door, but only great service keeps them coming back. Here’s why service matters more than marketing: The Role of Marketing Marketing is like a promise. It’s the “hook” that attracts patients by saying: "We’ll treat you well." "Our service is excellent." "Your problems will be solved here." Marketing sets the expectation, but delivering on that promise is what matters most. Without great service, marketing loses its impact. Service Is the True Gift Good service turns one-time visitors into loyal patients. Consider this: If your clinic treats 1,000 patients a month but none return, it’s not a marketing issue—it’s a service problem. Repeat patients are the foundation of a successful practice. They return not because of marketing but because of the quality of their experience. What Defines Great Service? Here are the key elements of outstanding service: Cleanliness: Parents notice every detail, especially in pediatric dentistry. Clean floors, restrooms, and waiting areas are essential. Amenities: Provide Wi-Fi, charging stations, and a comfortable environment to make patients feel valued. Personal Attention: Patients need to feel cared for, not just treated. A warm, empathetic approach makes all the difference. Why Service Outranks Marketing Here’s why service is more critical than marketing: Negative Impact of Bad Service: If patients have a poor experience, they won’t return and will likely share their negative experience with others. Repeat Business: Good service eliminates the constant need for new marketing campaigns by retaining existing patients. Word-of-Mouth: Satisfied patients naturally recommend your clinic, creating free, organic growth. Practical Examples Learn from other industries: Disneyland: Visitors return because of the clean parks, friendly staff, and memorable experiences—not just the attractions. Starbucks: Clean restrooms and free Wi-Fi drive customer loyalty more than the coffee itself. Apply these principles to your dental clinic by prioritizing service and creating a welcoming environment. Final Thoughts Service isn’t just about treating patients; it’s about creating an experience that leaves a lasting impression. Remember: Bad service repels patients, regardless of how good your marketing is. Great service keeps patients coming back and turns them into loyal advocates for your practice. Takeaway: Marketing gets them in the door, but service keeps them coming back. Without exceptional service, marketing is just a waste of money. Watch the full episode: Good Service is More Important than Marketing.
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    9 mins
  • Dealing with Upset Dental Patients & Protecting Brand Reputation

    Dealing with Upset Dental Patients & Protecting Brand Reputation
    Jan 25 2025
    https://www.youtube.com/watch?v=d46EoXsGsNM In this episode of Kids Dental Marketing Strategies, we dive into practical advice for handling upset patients or customers while safeguarding your brand's reputation. Here's how to turn challenging situations into opportunities for stronger relationships and positive outcomes: Key Insight: Listen to Feelings, Not Facts When a patient approaches you upset, they are acting on feelings, not facts. For example: A patient might claim they've been waiting for three hours when the reality is closer to one hour. Arguing about the facts won’t help; their feelings are the root cause of the issue. Pro Tip: Always address the emotions behind their concerns rather than correcting their statements with facts. Empathy Is Your Most Powerful Tool Empathy means stepping into the patient's shoes and understanding their perspective. Here’s how to practice it effectively: Acknowledge Their Feelings: Validate their emotions by saying, "I understand how you feel." Take Action Quickly: Show that you care by responding immediately, even if the resolution doesn’t happen instantly. Think Like the Patient: Ask yourself, "If I were in their position, what would I need to feel better?" Avoid These Mistakes When dealing with upset patients, avoid the following: Arguing with Facts: Debating timelines or other specifics only fuels the conflict. Making It About You: Saying things like, "We’re busy," or "It’s normal for everyone to wait," shifts the focus away from the patient’s experience. Ignoring Their Feelings: Neglecting to acknowledge their emotions can lead to negative reviews or escalations. Steps to Resolve the Situation Follow this step-by-step process to address patient concerns effectively: Listen: Focus on the feelings they’re expressing, not the facts. Acknowledge: Validate their emotions with statements like, "I can see why this would be frustrating." Act: Take immediate action, such as checking their status or finding a resolution. Communicate: Keep them informed about what you’re doing to address the issue. Follow Up: Ensure they leave with a positive impression, knowing you cared about their concerns. Why Empathy Protects Your Brand Addressing feelings builds trust and prevents negative reviews. Patients who feel heard and valued are less likely to leave a bad review and more likely to recommend your services. Takeaway: Emotions drive customer behavior. By resolving feelings, you protect your brand’s reputation and foster loyalty. Final Thoughts Never fight emotions with facts. Whether in professional or personal settings, acknowledging feelings and responding with empathy will always lead to better outcomes. Remember, life is subjective, and addressing emotions can turn potential conflicts into lasting relationships. Watch the full episode: Dealing with Upset Dental Patients & Protecting Brand Reputation.
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    7 mins
  • Grassroots Community Outreach & Event Marketing with Dionisio Palencia

    Grassroots Community Outreach & Event Marketing with Dionisio Palencia
    Jan 25 2025
    In this insightful episode of the Spreadability Podcast, I had the privilege of speaking with Dionisio Palencia, an expert in grassroots community outreach and event marketing. Dionisio shared invaluable tips, personal success stories, and actionable strategies for businesses to stand out in their local markets. Here are the highlights: What Is Grassroots Marketing? Grassroots marketing focuses on face-to-face interactions, targeting specific local areas to create brand awareness and loyalty. Unlike digital marketing, grassroots marketing involves physical events, such as: Health fairs Resource festivals Community presentations (e.g., PTAs, student unions) Info tables at libraries, malls, or grocery stores Key Insight: While digital marketing targets broader audiences, grassroots marketing saturates a local market, creating stronger connections and lasting impressions. Why Grassroots Marketing Matters According to Dionisio, grassroots marketing is often overlooked because it requires more effort than digital campaigns. However, this approach offers unique advantages: In-person connections foster trust and loyalty. It complements digital marketing for a well-rounded strategy. It's cost-effective when planned strategically. Pro Tip: Companies that combine grassroots efforts with digital platforms can maximize their reach and effectiveness. Getting Started with Grassroots Marketing For businesses looking to dive into grassroots marketing, Dionisio suggests: Identify Your Audience: Know who your customers are and where they spend time. Plan Around Events: Focus on high-traffic dates like Mother’s Day, Cinco de Mayo, or weekends at local markets. Build Relationships: Partner with community organizations, local nonprofits, or grocery stores to host events or info tables. Adapt to the Market: Understand cultural preferences to make your approach more effective. Success Stories Dionisio shared inspiring examples of how grassroots marketing transformed businesses: A small cell phone shop in Mexico grew to 11 locations by combining street-level advertising with info tables at churches and markets. A dental clinic network expanded from one to over 100 clinics through consistent grassroots efforts. A supermarket retained loyal customers by hosting health-focused mini-events, creating a culturally appropriate shopping experience. Key Takeaway: Grassroots marketing builds brand recognition and customer loyalty over time, often outperforming traditional advertising in local markets. Budgeting for Grassroots Marketing Grassroots marketing can be tailored to any budget. Dionisio offered these guidelines: Small Businesses: $5,000–$20,000 annually for materials and event participation. Large Campaigns: $250,000+ for comprehensive efforts, such as public health initiatives. Pro Tip: Grassroots marketing requires long-term commitment—expect to invest at least a year to see significant results. The Importance of Community Relationships Dionisio emphasized the need to build strong relationships within the community: Attend collaborative meetings to network with local leaders. Offer value to partners, such as free health screenings or educational workshops. Support other organizations’ events to foster goodwill and reciprocal support. Insight: Investing time in community partnerships pays off by opening doors to new opportunities and reducing costs for future events. Final Thoughts Grassroots marketing may require more effort than digital campaigns, but the rewards are unmatched. By building trust, saturating local markets, and creating meaningful connections, businesses can achieve long-term success and community loyalty. Dionisio’s Closing Quote: "Marketing starts with your staff and their ability to provide great service. Good service is the first line of grassroots marketing." Contact Dionisio Palencia
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    37 mins
  • The Queen of Outreach Shares Her Secrets

    The Queen of Outreach Shares Her Secrets
    Jan 25 2025
    In this episode, I had the honor of speaking with Gloria, known as The Queen of Outreach, a true legend in the field. With 25 years of experience in community outreach strategies, Gloria shared her insights, anecdotes, and tips to make a positive impact on communities and organizations. Here are the key highlights from our conversation: Who Is Gloria and Why Is She the Queen of Outreach? Gloria began her outreach journey with Catholic Charities, serving over 50,000 clients annually. Her career led her to become a key figure at the Fresno Economic Opportunities Commission, one of the largest community agencies in the United States. https://www.youtube.com/watch?v=VkToPMdoF-o&ab_channel=KidsDentalMarketing-PediatricDentistOutreach Key Achievements: Breastfeeding Baby Showers: Gloria pioneered events promoting breastfeeding, significantly reducing the infant mortality rate among African Americans in Fresno. National Recognition: Her efforts were recognized by the WIC Association, putting Fresno on the map for health initiatives. The Power of Outreach: More Than Connecting People Gloria emphasized that outreach isn’t just about connecting with customers but also with organizations, businesses, and communities. Her ability to build meaningful relationships transformed small events into major successes, such as growing attendance from 150 to over 5,000 in just three years. Key Lessons: Believe in What You Offer: Authenticity is the foundation of effective outreach. Grassroots Approach: Face-to-face interactions build trust and leave a lasting impact. Empathy and Problem-Solving: Identifying people’s needs and providing immediate solutions sets outreach professionals apart. How Did Gloria Start in Outreach? Interestingly, Gloria didn’t plan to pursue outreach. Raised in a family of nine and serving as her mother’s interpreter, she learned to connect with people at a young age. As a teenage mom, she sought services for her family, which eventually led her to discover her passion for helping others. Inspirational Quote: "I don’t have a college degree, but I have a degree in helping people. And that’s worth more than any diploma." Gloria’s Tips for Effective Outreach Gloria shared practical advice for those looking to excel in outreach: Know Your Audience: For children, create engaging activities like bubble machines or prize wheels. Be Resourceful: Collaborate with mascots, police, and fire departments—they often participate for free and boost community trust. Work as a Team: Always have at least two people at events to interact with attendees and manage logistics. Focus on Small but Impactful Details: Cold water bottles, toothbrushes, and backpacks can be the perfect hooks to attract families to your table. Is Outreach for Everyone? While being extroverted helps, Gloria believes anyone can learn outreach if they have a passion for helping others. Even introverts can succeed by following a script and practicing. The Secret to Success: Caring about people and meeting their needs is the most important part. When you love what you do, people can feel it. The Future of Outreach Wrapping up the episode, Gloria discussed how outreach strategies can adapt to modern times. She ended with an invitation for organizations to invest in grassroots initiatives, as they yield tangible and lasting results. Contact: If you’d like to learn more from Gloria or need help organizing an outreach event, you can contact her at 559-536-0697. What do you think of these strategies? If you’d like to know more, leave a comment. This is just the beginning! Stay tuned for Part 2, where we’ll dive into even more practical tips to transform your community. 🎙️✨
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    15 mins
  • The Difference Between Adult Dental Marketing and Kids’ Dental Marketing

    The Difference Between Adult Dental Marketing and Kids’ Dental Marketing
    Jan 23 2025
    Why Pediatric Dental Marketing is Completely Different from Adult Dentistry When it comes to marketing for dental practices, understanding the difference between adult and pediatric dental marketing is essential. In the latest episode of our podcast, we dive into these key distinctions and explore strategies for connecting with parents and their children effectively. Why Pediatric Dental Marketing Requires a Unique Approach Unlike adult dental marketing, which often focuses on treatment quality and cosmetic results, pediatric dental marketing emphasizes trust, empathy, and the overall experience. Parents aren’t just looking for the best treatment—they’re searching for a practice that makes their children feel comfortable and safe. As explained in the episode, parents value stress-free visits where their children can leave happy and trauma-free. While adults may tolerate longer waits or less friendly service for excellent results, parents expect exceptional service for their kids. Clean environments, patient staff, and a child-friendly approach aren’t just bonuses—they’re dealbreakers. What Sets Pediatric Practices Apart? In today’s competitive pediatric dentistry market, most clinics already offer colorful walls, toys, and balloons. These elements, while important, no longer differentiate one practice from another. The real differentiator is service. Parents judge their experience based on how their child feels during and after the visit. If the dentist and staff connect well with the child and reduce the parent’s stress, they are far more likely to return and recommend the practice to others. The Double Patient Dynamic A unique challenge in pediatric dental marketing is the “double patient” dynamic—both the child and the parent must feel cared for. A child’s experience directly influences the parent’s perception of the practice. If the child has a negative experience, it’s unlikely the parent will bring them back, no matter how great the treatment quality is. Marketing Messaging That Resonates Effective pediatric dental marketing must speak to parents' concerns and priorities. Instead of focusing solely on treatment quality, successful messaging emphasizes stress-free visits, a welcoming environment, and a team that understands how to care for kids. Parents want to hear: "We’ll make your child feel safe and happy." "Your visits will be stress-free and enjoyable." "We know how to connect with kids and parents alike." This type of messaging builds trust and motivates parents to choose your practice over others. Key Takeaways from the Podcast Service First: Service quality is more important than treatment quality for parents. Connection Matters: Dentists who connect well with children and parents build lasting loyalty. Competitive Edge: Great service and communication set your practice apart in a crowded market. Marketing Language: Speak directly to parents’ priorities and frame your messaging around empathy and trust. Listen Now Ready to dive deeper into the strategies that can take your pediatric dental marketing to the next level? Tune into our podcast episode, “The Difference Between Adult Dental Marketing and Kids’ Dental Marketing,” and discover actionable insights to grow your practice. Stay ahead of the competition—because every smile starts with trust. Listen to the episode below.
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    12 mins
  • Revolutionizing Pediatric Dental Marketing with Dr. Jerry Lanier

    Revolutionizing Pediatric Dental Marketing with Dr. Jerry Lanier
    Jan 19 2025
    Want to learn how to take your pediatric dental practice to the next level? 🎙️ Check out this insightful podcast episode with Dr. Jerry Lanier, The Entrepreneur Dentist! From branding to AI in dentistry, this is a must-listen for growth-focused dentists.
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    43 mins