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Show Notes
Every dental practice claims to put patients first, but what does it mean to build a business where every interaction truly feels like family?
In this episode, Michael sits down with Tom Gonzalez, Business Facilitator at Ohana Dental Implant Centers, to reveal how a behind-the-scenes leader can shape both daily operations and the very culture of patient care. Drawing on his unique role, Tom illuminates how his COO-style guidance aligns marketing, patient experience, and operational strategy to create seamless, standout care for every patient who walks through their doors.
Tom shares how Ohana’s mission goes far beyond technical excellence by weaving personalized attention into every step of the patient journey. Through heartfelt stories (like the patient who drove hours seeking an expert revision), Tom illustrates how empathy, curiosity, and team empowerment drive not only patient satisfaction but also long-term success. Tune in as the conversation uncovers the nuts and bolts behind Ohana’s methods, the technology and training that keep their standards high, and the leadership philosophies that truly make their practice feel like Ohana (Hawaiian for "family") in every sense.
What You'll Learn in This Episode:
- The real role of a business facilitator in a modern dental practice
- How Ohana Dental ensures consistently exceptional patient experiences across locations
- Why patient stories shape both practice reputation and internal culture
- Secrets to addressing failed implants with expertise and empathy
- Tools and metrics that drive operational excellence, including CallRail
- Balancing automation with a personal, human touch in patient interactions
- Strategies for training staff in empathy-driven care
- Lessons on empowering teams versus micro-managing
- The importance of curiosity in building personalized patient relationships
- The long-term vision of fostering a true family spirit within dentistry
Press play to discover how Ohana Dental turns everyday care into extraordinary patient experiences!
Sponsors:
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Guest: Tom Gonzalez
Practice Name: Ohana Dental Implant Centers
Check out Tom's Media:
Website: ohanadentalimplants.com
Host: Michael Arias
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