829: Why Dentists Need to Create an “Experience Economy” in Their Practice – Debra Engelhardt-Nash

The Best Practices Show with Kirk Behrendt

People spend thousands on cellphones and handbags. But the same amount for dentistry is “too much money”. How do we change that thinking and get more patients through the door? To help you answer these important questions, Kirk Behrendt brings back Debra Engelhardt-Nash, co-founder of The Nash Institute, to share her expert advice for cultivating trust and loyalty through exceptional, memorable experiences. To learn how to get patients to want to stay, listen to Episode 829 of The Best Practices Show!

Learn More About Debra:

• Give Debra a call: [phone]
• Send Debra an email: [e-mail]
• Follow Debra on Instagram: https://www.instagram.com/debraengnash
• Book Debra for speaking or consulting: https://debraengelhardtnash.com
• Register for Debra’s Dental Business School course: https://www.thenashinstitute.com/upcoming-events/dental-business-school
• Register for Debra’s Team Communication Skills course: https://www.thenashinstitute.com/upcoming-events/team-communication-skills
• Register for the Academy for Private Dental Practice meeting (March 6-8, 2025): https://apdp.regfox.com/apdp-2025

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 829: https://www.youtube.com/@actdental/videos
• Read Setting the Table by Danny Meyer: https://www.harpercollins.com/products/setting-the-table-danny-meyer?variant=32122420363298

Main Takeaways:

• Understand the “experience economy” so you can create it for your patients.
• Think of your dental practice as a restaurant. Is it fast-food, or fine dining?
• Take your team to a fine dining restaurant and learn from the experience.
• Focus on what you can do for your patients, not what you do to them.
• Be about relationships. Data shows that it increases patients’ loyalty.
• Get rid of self-limiting beliefs. Don't let negativity hold you back!
• Quality is subjective. Clearly define what quality means to you.
• Slow down and dial it down when you interact with patients.

Snippets:

0:00 Introduction.

0:46 Debra’s background.

2:40 Why this is an important topic.

7:46 The experience economy, explained.

11:41 What paying for an experience looks like.

20:50 Is your practice fast-food or fine dining?

23:52 Don't get blinded by the transactions.

27:09 Don't let negativity hold you back.

29:17 What is your level of attention to detail?

35:38 Dial it down in patient interactions.

39:43 Final thoughts.

42:40 Debra’s future courses and The Nash Institute.

Debra Engelhardt-Nash Bio:

Debra is a trainer, author, presenter, and consultant. Having been in dentistry for over 30 years, she engages organizations and study groups nationally and internationally. She is a continual presenter for the American Dental Association, the American Academy of Cosmetic Dentistry, and the Chicago Dental Society Midwinter Meeting. 

Debra is a founding member of The Nash Institute and past president of the National Academy of Dental Management Consultants. She is an active member of the American Dental Assistants Association, the American Academy of Dental Practice Administration, and the Speakers Consulting Network. She has been repeatedly recognized by Dentistry Today as a leader in continuing dental education and as a leader in dental consulting. She is also a member of the American Dental Association’s Dental Practice Management Advisory Board, and recently became the president of the Academy for Private Dental Practice.

Debra is married to cosmetic dentist and dental educator, Dr. Ross Nash, of The Nash Institute for Dental Learning. She continues to work in his busy practice, doing exactly what she preaches.