Rethinking Retention Before the Breakup Happens

By Sarah Beth Herman, CEO of Dentistry Support®

Linked to the episode from No Silver Spoons, read this, then go listen for even more.

When we talk about retention in the dental industry, it usually comes up after the damage is done after a patient leaves, after a review is posted, after we’ve lost revenue. But in this free training for dental offices, I want to flip the narrative.

This isn’t just another blog on “how to keep patients.” This is a free training for the dental community that helps you get ahead of the problem. Because by the time a patient walks away, you’ve already missed a series of signals. And if you’re only focusing on what they said when they left, you’re ignoring the story they were telling you all along.

This is not a recap of my podcast episode. That episode walks through leadership and post-loss strategy. This blog builds on it, offering entirely new insight, examples, and a fresh framework to spot and stop, retention breakdowns before they happen.

The Retention Warning Signs Most Dental Offices Miss

You don’t lose a patient the day they cancel. You lose them the day they feel like a number.

Before they ever leave your dental chair, they leave emotionally. Here are early signs you’re not seeing or not acting on:

• Fewer smiles or eye contact at check-in

• A subtle tone shift when they speak to your front desk

• Shorter answers in post-op follow-up calls

• Cancellation of hygiene appointments with no rebook

• A sudden lack of questions or engagement during consults

Those are the cues. But what do you do with them?

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FREE Training Takeaway #1: Build a Pre-Exit Engagement Map

This is a strategy I teach inside Dentistry Support® to our clients, and today, I’m sharing it here for free. A Pre-exit Engagement Map is a custom workflow your team uses to proactively monitor patient engagement and act on it.

Here’s how it works:

Step 1: Identify Your “Green Light” Engagement Behaviors

These are the healthy signs of a satisfied patient:

• Rebooking before they leave

• Responding to appointment reminders quickly

• Asking about additional services

• Referring friends/family

• Commenting or engaging on social media

Step 2: Create “Yellow Flag” Indicators

These are signs that something might be off:

• Late reschedules

• Disengaged during appointments

• Avoiding feedback surveys

• Pausing treatment plans mid-stream

Step 3: Assign Internal Action Triggers

Each yellow flag triggers a proactive response:

• A personalized phone call (not just a text)

• A hand-written note thanking them for being part of your dental family

• A short, empathetic check-in email asking how they’re feeling about their care

This isn’t about convincing someone to stay. It’s about showing up with care before they decide to go.

FREE Training Takeaway #2: Create a “Patient Retention Scorecard”

This tool is not just about your patients, it’s about your systems.

If you’ve ever wondered:

“How do I know if my practice is retaining people well?” You need a scorecard. Here's a simplified version you can create using Google Sheets or your PMS (Practice Management System).

Categories to Track Weekly:

• New patients seen

• Patients rebooked for 6-month hygiene

• Treatment plans accepted

• Reviews left

• Referrals made

• Cancellations not rescheduled

• Exit surveys collected

Then, give each category a score out of 10. Your team can review this every Monday morning in a quick 15-minute huddle. It turns emotions into actionable data.

If you’ve been searching for free training for dental offices or looking to join a free training for the dental community that actually speaks your language, you’re in the right place. This isn’t surface-level content or generic advice it’s rooted in real leadership and practical strategy. Whether you're working to boost dental office retention strategies, increase dental patient loyalty, or simply need leadership tools for your dental practice, this blog is designed to guide you. We cover how to build better patient engagement systems in dental offices, explore how virtual dental office support can make your workflows more efficient, and connect you with resources like Facebook groups for dental professionals who are just as dedicated to growth as you are. At Dentistry Support®, we specialize in helping practices build sustainable systems not just for today, but for the long haul. And if you haven’t already, come join us inside The Dental Collaborative your new go-to space for growth, support, and connection in this ever-changing industry.

What Most “Retention Experts” Won’t Tell You

There are hundreds of consultants and software providers out there promising dental offices things like “200 new patients in 30 days.” But here’s what they don’t say: if your systems don’t change, those new patients won’t stay.

This FREE training isn't just about tips. It's about rethinking retention as part of your culture, not just your calendar.

Here’s what you need to know:

• Retention begins before the first visit. The tone of your first phone call sets expectations.

• Retention isn’t a hygienist issue. It’s a full-team responsibility, from billing to back office.

• Retention reveals your culture. If patients feel coldness behind the scenes, no front-desk smile will fix it.

  
  

BONUS: The Facebook Group Every Dental Leader Should Join

We don’t grow in isolation. That’s why I created The Dental Collaborative, a private Facebook group built for real connection and resource-sharing in the dental world.

Join us here 👉 The Dental Collaborative Facebook Group

Inside, you’ll find:

• Weekly challenges to improve your systems

• Live Q&As on leadership, retention, and team management

• Other FREE training blogs like this one

• Conversations with dental pros who actually get it

This is where community meets clarity. And yes—it's free.

Final Thoughts From Sarah Beth

I’m not writing this to sell you something. I’m writing this because I’ve lived it. I’ve seen how the right systems, the right people, and the right mindset shift the trajectory of a business not overnight, but permanently. Retention isn’t about chasing people. It’s about designing a business that makes them want to stay. So if this free training helped you, share it with your team. Start your own Engagement Map™. Post your Retention Scorecard on your break room wall. And then, go listen to the companion podcast episode on No Silver Spoons—because together, they complete the training. When you're ready to make your practice not just profitable but unforgettable reach out. Dentistry Support® is here to help.

📩 Contact us at support@dentistrysupport.com 🎧 Listen to No Silver Spoons wherever you stream podcasts 📸 Follow on IG: @nosilverspoons_podcast + @mentorsbh + @dentistrysupport_

🙌 Get weekly resources, checklists, and downloads at dentistrysupport.com

Let’s make retention feel less like a scramble—and more like a strategy.

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Disclaimer:

To learn more about Sarah Beth Herman, the author of all free training content you can read her bio here. These materials are intended to provide helpful information to dentists and dental team members. They are in no way a substitute for actual professional advice based on your unique facts and circumstances. This content is not intended or offered, nor should it be taken, as legal or other professional advice. You should always consult with your own professional advisors (e.g. attorney, accountant, or insurance carrier). To the extent, Dentistry Support ®has included links to any third-party website (s), Dentistry Support ® intends no endorsement of their content and implies no affiliation with the organizations that provide their content. Further, Dentistry Support ® makes no representations or warranties about the information provided on those sites. You can view our privacy policy and terms and conditions by clicking those pages in the footer of our website.