This month we’re focusing on two powerful growth drivers—soft skills and internal referrals. When your team communicates with empathy and clarity, it builds trust that keeps patients coming back—and bringing others with them.
I’m thrilled to introduce you to Donna Cutting, founder of Red Carpet Learning and a true expert in customer experience. I met Donna through a coaching group, and she’ll be joining our July Power Call for a live Q&A!
We’re also offering access to her fantastic video series on service skills—reach out if you’d like details. Let’s use June to elevate our communication and show appreciation in ways that strengthen your team and grow your practice.
Insight of the Month: Value of a Referred Patient
When a patient walks through your doors because a friend or family member referred them, they’re already halfway to yes.
Referred patients tend to come in with a higher level of trust. They’ve heard firsthand that your office is a great place to be—so they’re more comfortable, more receptive to treatment recommendations, and far less likely to delay care or seek a second opinion.
This trust translates into long-term value. When a referred patient has a positive experience, they’re more likely to say yes to treatment, book their next visit, and stay loyal to your practice. That’s not just good service—it’s smart business.
Soft skills like listening, empathy, and clear communication are what turn a first-time visit into a lasting relationship. And when your team consistently creates that kind of experience, your practice becomes the kind of place people can’t wait to tell others about.
Success Story - Transforming Practices
This month, we’re celebrating Dr. Rana and the team at Comprehensive Dental for taking action on a powerful internal referral strategy.
With our support, Dr. Rana is launching a “thank you” program to recognize patients who refer friends and family—transforming gratitude into momentum. What makes this even more impactful is how the entire team is involved: Dr. Rana introduced a team incentive to reward staff for asking for referrals and engaging patients in the process.
They’re tracking results and discussing them during morning huddles, making referrals a part of the daily conversation and culture. This kind of consistent focus not only boosts referrals—it builds a sense of ownership and motivation across the team.
We’re excited to see where this goes and will be sharing more updates soon. Way to go, Dr. Rana and team!
Tip of the Month
Want more internal referrals? It starts at the top.
As the doctor, your leadership sets the tone. When you confidently ask patients to share their experience and refer others, your team sees what’s possible—and they’re more likely to follow your lead. It’s not about asking every patient—it’s about asking the right ones.
Use the 80/20 rule to your advantage. About 20% of your patients are responsible for 80% of your referrals. These are your "bell ringers"—the ones who love your care, trust your team, and rave about you to their friends. Be intentional about asking them to spread the word.
When you model the behavior, encourage your team, and make space for these moments, you turn referrals into a natural part of your culture.
Resources - Team Meeting Exercise
Looking for a fun, impactful way to strengthen your team’s customer service mindset? Try this simple team meeting exercise to spark creativity and connection.
Here's how it works:
- Break into small groups and ask each group to brainstorm creative ways to improve the patient experience.
- Encourage teams to think about wow moments—what would make a patient feel truly seen, heard, and appreciated?
- Each group presents their top ideas, and the team with the most original or actionable ideas wins a small prize (gift card, coffee, lunch, etc.).
- To keep it focused and doable, pick two specific areas to work on—like how you greet patients or how you follow up after treatment. Build from there as the team gains momentum.
This kind of exercise not only encourages fresh ideas, it builds team ownership and reinforces the soft skills that keep patients coming back—and telling others.
Did You Know?
Soft skills aren’t just nice to have—they’re essential to long-term success.
A joint study by Harvard University, the Carnegie Foundation, and the Stanford Research Center found that 85% of career success comes from well-developed soft skills and people skills, while only 15% comes from technical knowledge. (2022)
And the impact goes beyond personal success. According to Gallup’s 2025 State of the Global Workforce Report, employees with strong soft skills show 23% higher engagement, leading to 41% less absenteeism and 59% lower turnover.
When your team strengthens communication, empathy, and connection, everyone wins—from your practice culture to your bottom line.
This month, we’ve focused on the power of soft skills and the ripple effect of a strong internal referral program. These aren't just strategies—they’re culture builders that lead to long-term success.
We’d love to invite you to take the next step: Join us for our July Power Call Tuesday, July 1 at 7:00pm EST, where we’ll welcome special guest Donna Cutting, founder of Red Carpet Learning.
As a national expert in customer service and employee engagement Donna will be sharing insights you can bring straight back to your team—plus a live Q&A to get your questions answered.
If you'd like to attend, you can email me back to RSVP and we'll send you the call invite and zoom link.
You won’t want to miss it! Here’s to connection, trust, and growing your practice with intention.
All my best,
Susan
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