In this episode, Laura and Leanna dive into the danger of pretending to be premium. They unpack what happens when practices or businesses talk a five-star game but fall short on substance — and how that erodes patient trust faster than you can say “paper cone cup”.
Leanna shares a deeply personal story about hair loss, emotional vulnerability and a clinic that tried to take advantage — emotionally and financially. It's a powerful reminder that the best service comes from empathy, not just a fancy reception.
There’s also a dental nurse prank in Confession Corner that could only have happened in the good old days, and a brilliant Hangout Question on managing persistently rude patients. Plus, this week’s banned word is short but deadly — and we’ve got a better one to use instead.
In this episode:🏨 Why businesses that look five-star often miss the mark behind the scenes
🛏️ Laura compares two treatment experiences: and one was very bouncy
🥤 Why a paper cup could ruin your entire brand (yes, really)
💇♀️ Leanna shares a personal experience of emotional manipulation at a high-end clinic — and how her husband’s common sense saved the day
💸 How looking premium doesn’t mean being premium – and what real value looks like in patient care
🩺 Hangout Question: “How do we deal with a patient who’s continually rude to staff and their dentist?”
🚫 Why zero-tolerance policies matter – and how to make sure your systems back your team, not the patient
😱 Confession Corner: a Dental nurse’s April Fool’s Day prank that nearly gave an associate a breakdown
🚫 Banned Word: “Free” – why we’re swapping it for “complimentary” and what language really says about your brand
Link to send in your confession
Link to send in your question for the Horton Hangout
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