Win by Design: How to Create Loyal Dental Patients and Reduce Redos – webinar by Dr. Scott Leune

The “Win by Design” webinar, hosted by Dr. Scott Leune and featuring Jared Perente, CEO of Dental Warranty, delivers a deep dive into what truly drives dental patient retention. The session challenges outdated assumptions about customer service in dentistry and provides a fresh, research-backed approach to improving the dental patient experience. The core message: patient loyalty isn’t earned through perks or extras, but through predictable, low-effort, friction-free care.

Shifting Patient Expectations: Why Convenience Beats Wow Moments

Jared Perente opens with a striking observation: the expectations patients bring into dental offices today are shaped by their experiences in retail, not healthcare. The “Amazon effect” has changed everything—patients expect convenience, transparency, and fast service. They’re not just looking for great clinical care, they want a streamlined experience from the moment they consider booking an appointment to the final follow-up.

The session explores:

• Why exceeding expectations doesn’t meaningfully increase loyalty.
• How minimizing patient effort is the most effective strategy for increasing retention.
• Real-world frameworks to identify and eliminate points of friction in the patient journey.
• How to use patient warranties as a proactive service tool to reinforce trust and loyalty.

The webinar equips practices with a roadmap to improve patient loyalty by rethinking operations, communication, and service delivery through the lens of consumer behavior.

About the Hosts

• Scott Leune is a renowned dental entrepreneur and founder of Dental CEO Podcast. He coaches dentists on how to operate efficient, scalable, and profitable practices. His leadership training programs focus on systems-driven growth and equip dentists to act like CEOs rather than chairside clinicians. In this webinar, Scott brings his operational mindset to the patient experience conversation, offering practical strategies grounded in performance data.

Check Out All of Dr. Scott Leune’s Webinars

• Jared Perente is the CEO of Dental Warranty and has spent two decades improving patient-provider relationships in healthcare. His experience across startups and growth-stage ventures brings a customer-first perspective to the dental industry. Jared champions the use of data and service frameworks to drive loyalty, simplify patient interactions, and build more resilient practices.

Key Highlights

Patients Now Think Like Consumers, Not Patients

Scott Leune emphasizes that dental patient experience today mirrors the expectations of retail customers. Patients expect speed, convenience, and empathy—and will leave practices that don’t provide them.

Small Inconveniences Drive Big Losses in Loyalty

Dr. Leune believes that practices lose patients not because of clinical outcomes, but because of small inefficiencies—long hold times, unclear instructions, or billing confusion. Fixing these daily pain points is how to improve the patient experience in a dental office.

Consistency Builds Loyalty More Than Surprise Perks

Scott teaches us that loyalty is fragile. According to the research cited by Jared, negative service interactions are four times more likely to cause a patient to leave than positive experiences are to make them stay. In Scott’s words: “Every service interaction is an opportunity to lose a patient—or keep one.”

Predictability Matters More Than Going Above and Beyond

He explains that the best-performing practices don’t try to impress patients—they deliver consistent, predictable experiences. The key isn’t razzle-dazzle, it’s reliability.

Audit Friction Points Regularly to Stay Ahead

Scott reinforces the importance of evaluating the practice from the patient’s point of view. He recommends a quarterly review process to identify moments of unnecessary effort, confusion, or delay—anything that adds “friction” to the patient journey.

Every Patient Needs a Guide Through Your Process

He encourages dental teams to be proactive guides. Every patient should feel like someone is walking them through each step, from intake to payment. Otherwise, patients feel abandoned, which leads to misunderstandings, poor reviews, and lost trust.

Untracked Redos Are a Hidden Drain on Profit

Scott calls attention to how practices often ignore the financial impact of “redos.” Without a system, fixing failed treatments for free becomes an invisible cost that erodes profit margins. He refers to this as a “silent cancer” in many dental offices.

Dental Warranty Turns Redo Losses Into Revenue Gains

Scott endorses Dental Warranty as a powerful solution. Instead of eating the cost of redos, practices can enroll patients in a six-year warranty that pays the full treatment fee again if a procedure fails—no matter who performs the rework or where the patient moves.

Loyalty Comes From Low-Effort, High-Trust Experiences

He highlights that warranty-backed dentistry not only protects revenue—it also reassures patients and enhances case acceptance. This is a prime example of how to improve patient loyalty while increasing profitability.

Operational Systems Are the Backbone of Patient Experience

On how to improve the dental patient experience, Scott advocates for better internal systems, team communication, and follow-up processes. He also emphasizes empathy and customization—adjusting messaging and interactions to match the patient’s personality and concerns.

Final Thoughts: Loyalty Is Built by Design, Not by Chance

The “Win by Design” webinar makes one thing clear: dental patient retention is no longer just about clinical outcomes—it’s about the total experience you deliver. Patients expect fast access, clear communication, and low-effort interactions at every stage. Meeting those expectations consistently isn’t optional; it’s what keeps them coming back.

Dr. Scott Leune and Jared Perente challenge dental leaders to stop guessing and start designing systems that deliver a friction-free, high-trust experience. From scheduling and billing to warranties and follow-ups, every detail matters.

If you want to know how to improve patient experience in a dental office, start by making it easier to be your patient.

If you’re serious about how to improve patient loyalty, stop focusing on “wow” moments—and start focusing on predictable, thoughtful, everyday care.

The practices that win aren’t lucky. They’re intentional. They win by design.