Lights On, Truths Out: Five Silent Killers Sabotaging your New Customer or New Patient Marketing Strategies w/ Dr. Robert Barton

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Lights, studio, truth. Brian Wright and returning co-host Dr. Robert Barton open this episode like a frank conversation between business partners who refuse polite platitudes. What begins as a backyard reunion — complete with whitewater rafting and a busted plantar fascia — quickly becomes a case study in missed opportunity: Dr. Barton’s urgent call to a nearby clinic goes unanswered, and what follows is a forensic tour of why that single moment represents a universal epidemic in customer acquisition.

Through anecdote and data, Brian and Robert unpack five stealthy ways practices and small businesses quietly lose new patients and customers: inconsistent Google hours that push prospects away before they even dial, voicemails and web leads that die in a queue, missed calls that never get returned, undertrained front-desk staff who can’t sell value over price, and the mindset that confuses cheaper with smarter. They don’t sugarcoat the truth — this episode will make you uncomfortable if you’re not ready to act.

Every story is a lesson. Dr. Barton’s snapped plantar fascia and the failed local clinic become the entry point into startling statistics — nearly half of inbound medical/dental calls go unanswered — and a vivid metaphor: your practice is a leaky boat, and plugging those holes is far more effective than bailing water with more advertising. Brian and Robert show how tiny operational shifts (adjusting your Google hours, answering web leads in under 10 minutes, owning the voicemail follow-up) convert casual searchers into loyal fans — the people who drive referral streams and exponential growth.

But this episode is not just technical advice; it’s a leadership story. They challenge owners to stop asking staff if calls are being answered (staff rarely tell the boss when things fail) and instead take ownership: observe, mystery-call, measure, and train. Real-world vignettes — from Whole Foods baggers to treatment coordinators and back-office chaos — illustrate how experience and hospitality can command higher prices and deeper loyalty, while penny-pinching on operations leaks annual revenue that never shows up on the balance sheet.

Listen for practical takeaways you can act on immediately: how to rethink your Google profile, why rapid lead response matters, the scripts and mindset that make front-desk conversations convert, and why outsourcing or backup answering services can be a surgical fix the moment you implement them. If you want blunt, evidence-backed advice delivered with humor, urgency, and a co-host who’s been in the trenches, press play — and bring a notepad.

 

"Brian Wright is a combination of Marcus Lemonis from the Profit and the entire Shark Tank Team." Dr. Staci Frankowitz 

Welcome to The Brian Wright Show. A podcast dedicated to entrepreneurs, their team members and their families but for anyone wanting to transform their life, career and/or business in the new economy. After eight seasons as the host of The New Patient Group Podcast, the show has been rebranded to The Brian Wright Show. The Brian Wright Show Audio Experience is hosted by globally renown motivational speaker, business consultant and life coach, Brian Wright. He is a trusted consultant and speaker for some of the biggest name entrepreneurs and corporations in the world, including AlignTechnology, the makers of Invisalign. He has been featured in Forbes, CNBC and The National Journal. He is currently the Founder & CEO of New Patient Group and also WrightChat. He is married and has two children.

"Brian Wright is the Tony Robbins of the new economy." Stephanie Solomon - Author

Learn invaluable life and leadership lessons to build a better culture. Learn advanced  strategies and techniques around sales, hospitality, customer service, psychology, verbiage, presentation, communication and more to grow your business. Learn essential  online marketing  strategies and techniques to attract new customers, new patients, etc.. Entrepreneurs that learn and implement the above will see an increase in new customers, new patients, sales, revenue, referrals, efficiency and profit, while reducing stress, chaos and ad costs. 

For many years this podcast was known as the New Patient Group Podcast. It was dedicated to orthodontists, dentists and other doctors that owned their own business. This is still our niche and we want you to know this podcast is still for you.

A podcast dedicated to improving the lives, careers and businesses of Orthodontists, Dentists and other doctors that own their own practice. Learn fresh new ways to improve your leadership skills to create a unique culture. Learn innovative ways to create an online marketing presence to increase new patients.  Learn forward thinking ways to increase production, collections, treatment conversion, profit and more. Learn how to lessen advertising and marketing costs to increase profit. Learn inspiring ways to improve your life and career. Learn mind blowing ways to improve customer service, hospitality, presentation skills, verbiage and much more.  New patient phone call skills, patient experience, treatment coordinator presentation topics and so much more. This podcast is listened to by orthodontists, dentists, plastic surgeons, reps, executives and anyone else wanting the most out of their life, career and business. Topics that dive deep into business, marketing, advertising, culture, leadership, and hundreds of other topics. This podcast is also for Treatment Coordinators, Receptionists and other employees wanting to advance their career and help the practice they work for thrive.