The Experience that Keeps Them Coming Back

Why do some patients stay loyal to a dental practice for years, while others disappear after just one visit? In this episode of the Insurance Untangled Podcast, host Don Adeesha sits down with Kelly Fox-Galvagni, Owner of Smile Potential Dental Coaching, to explore how patient experience plays a powerful role in retention, referrals, and long-term practice growth. Kelly shares why creating a great clinical outcome is only one part of the equation. From the first phone call to the final follow-up, every interaction shapes how patients feel about the practice, the team, and the care they receive. The conversation dives into the habits, systems, and leadership decisions that help dental practices create a consistent experience patients remember, trust, and want to return to. Kelly also discusses how stronger communication, team alignment, and intentional patient touchpoints can improve retention without relying only on marketing or discounts. Whether you're a solo practice owner, leading a growing team, or working to improve patient loyalty, this episode offers practical insights into building an experience that keeps patients coming back. Topics discussed include: • Why patient experience directly impacts retention and growth • The moments that shape a patient's decision to return • How dental teams can create more consistent patient interactions • Why communication matters before, during, and after the appointment • Building trust through small details and intentional systems • How leadership influences the patient experience • Practical ways to improve loyalty, referrals, and long-term practice success Connect with Kelly Fox-Galvagni: Smile Potential Dental Coaching Insurance Untangled is dedicated to helping dental practice owners navigate growth, operations, leadership, marketing, patient experience, and profitability through conversations with industry experts and successful practice leaders.