Why Strong Dental Leaders Don’t Avoid Mistakes (They Use Them to Build Better Practices)

Sarah Beth Herman
Apr 9
6 min read

By Sarah Herman, CEO of Dentistry Support® | No Silver Spoons Podcast

Let’s talk about something most dental leaders don’t say out loud. If you’ve been in business long enough — even if you run a great practice — you’ve had at least one moment where something didn’t go the way you wanted.

A patient left unhappy.

A review came through that didn’t feel fair.

A team member dropped the ball. Or a situation unfolded where, looking back, you would have handled it differently. and when those moments happen, most people go into one of two modes: They either shut down and take it personally…or they brush it off and try to move on as quickly as possible. But neither of those actually helps you grow.

The Reality of Leading a Dental Practice

Dentistry is one of the most human businesses you can be in.

You are not just managing systems — you are managing:

People
Emotions
Expectations
Health
Finances
Communication

And all of those things are constantly shifting.

Which means this:

Even if you are doing a lot right… things will still go wrong sometimes.

Not because your practice is broken. But because you’re working with real people in real situations.

The Misconception That Holds Leaders Back

There’s this quiet belief in dentistry that good practices don’t make mistakes.

That strong leaders don’t have unhappy patients.

That successful businesses don’t get negative feedback.

That if you’re doing things “right,” everything should run smoothly.

But that’s not reality. And honestly — when people claim that, it should raise a red flag.

Because one of two things is happening:

Either they’re not paying attention…or they’re not being fully honest.

Why Mistakes Are Actually Data

One of the biggest shifts you can make as a leader is this:

Stop seeing mistakes as proof that something is wrong with your business —and start seeing them as information about where your business can improve.

For example:

A billing issue isn’t just a mistake — it’s a signal that something in your process needs tightening.

A patient complaint isn’t just frustration — it’s insight into how your communication is being received.

A bad review isn’t just criticism — it’s a data point about expectations, experience, or consistency.

That doesn’t mean every piece of feedback is correct.

But it does mean:

👉 There is always something you can learn from it.

What Strong Dental Leaders Do Differently

The difference between practices that grow and practices that stay stuck is not perfection. It’s how they respond when something doesn’t go as planned.

Strong leaders:

Don’t panic when something goes wrong
Don’t ignore issues hoping they disappear
Don’t make everything personal

Instead, they slow things down and ask better questions.

They Ask: “What Actually Happened?”

Before reacting emotionally, they get clear on the situation.

Not assumptions. Not opinions. Facts.

Because you can’t improve something you don’t understand.

They Ask: “Where Did the Process Break?”

Instead of jumping straight to blaming a person, they look at the system.

Was there a gap in communication? Was something unclear? Was there a missed step?

Because most problems don’t start with people — they start with processes.

They Ask: “What Needs to Change Going Forward?”

This is where growth actually happens.

Not in the moment of frustration — but in the adjustment that follows. Do we need clearer expectations? Better training? Stronger follow-up? More consistency? That’s where improvement lives.

The Role of Reviews in Dental Practice Growth

Let’s talk specifically about reviews for a minute. Because this is one of the most emotionally charged areas for practice owners. A single negative review can feel louder than dozens of positive ones. And there’s actually a reason for that.

Psychological research shows that humans naturally focus more on negative information than positive — it’s called negativity bias.

Which means one bad experience can feel bigger than it actually is.

But here’s the leadership shift:

Instead of asking, “Why did this happen to us?”

Ask, “What can this teach us?”

Because reviews — even difficult ones — help you see your practice from the outside.

And that perspective is valuable.

Why Avoiding Mistakes Actually Slows Growth

This might sound counterintuitive, but it’s important:

If your goal is to avoid mistakes entirely, you will limit your growth.

Because:

You’ll hesitate to make decisions
You’ll avoid necessary changes
You’ll delay improvement

And in dentistry, where things are constantly evolving — that creates more problems over time.

The Leadership Standard: Go First

This is where leadership becomes very real. Because your team is watching how you respond. If you get defensive — they get quiet. If you avoid issues — they avoid accountability. If you overreact — they start hiding mistakes.

But if you stay steady, honest, and focused on solutions…

They learn to do the same.

And this is what it means to go first.

Not to be perfect. Not to always get it right.

But to model what it looks like to:

Take ownership
Stay grounded
Learn quickly
And move forward

How This Applies to Your Dental Practice Right Now

If you’re reading this and thinking:

“We’ve had a few situations like this lately…”

That’s not a sign that your practice is failing. It’s a sign that your practice is growing.

Because growth exposes gaps and gaps give you direction.

So instead of trying to avoid those moments, ask:

What is this showing me about my systems?
Where do we need more clarity?
What would make this easier next time?

That’s how strong practices evolve.

Where Support Becomes Necessary

At a certain point, you can’t fix everything internally.

Not because you’re not capable — but because you’re already carrying a lot.

And in dental practices, the pressure points are usually the same:

When those areas are inconsistent, everything feels heavier and when they’re strong, everything feels more manageable.

That’s where structured support can make a real difference — not by replacing your team, but by reinforcing the systems your team depends on.

Continue This Conversation

This blog is meant to give you a framework — something to think through and apply.

But in Episode 118 of No Silver Spoons, I go deeper into this idea of: What it actually means for leaders to go first.

Not just in business — but in mindset, communication, and growth.

We talk about:

Why sharing hard experiences matters
How to handle criticism without shutting down
What strong leadership looks like in real life
And how to build a team that operates the same way

👉 The episode releases Monday.

If this topic resonated with you, that conversation will take it further.

Final Thought

You don’t need to run a perfect dental practice to be a strong leader. You need to be aware, you need to be honest. and you need to be willing to improve. Because the practices that grow the most aren’t the ones that avoid mistakes.

They’re the ones that learn from them.

Reference

Baumeister, R. F., Bratslavsky, E., Finkenauer, C., & Vohs, K. D. (2001).Bad is stronger than good. Review of General Psychology, 5(4), 323–370. https://doi.org/10.1037/1089-2680.5.4.323

Edmondson, A. C. (2018).The fearless organization: Creating psychological safety in the workplace for learning, innovation, and growth. John Wiley & Sons.

Goleman, D. (1995).Emotional intelligence: Why it can matter more than IQ. Bantam Books.

Kohn, L. T., Corrigan, J. M., & Donaldson, M. S. (Eds.). (2000).To err is human: Building a safer health system. National Academies Press. https://doi.org/10.17226/9728

Senge, P. M. (2006).The fifth discipline: The art and practice of the learning organization (Rev. ed.). Doubleday.

Levinson, W., Roter, D. L., Mullooly, J. P., Dull, V. T., & Frankel, R. M. (1997).Physician–patient communication: The relationship with malpractice claims among primary care physicians and surgeons. JAMA, 277(7), 553–559. https://doi.org/10.1001/jama.1997.03540310051034

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