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Host Sarah Beth Herman discusses why phone skills and customer service are critical in dentistry, calling the phones the “front door” to revenue, culture, and patient experience. Drawing on her 2017 role as chief of training and talent development for a 1,500-employee dental group across 45 locations, she explains that trust is built in the first minutes of a call and that customer service is a trained skill, not a personality trait. She debunks common beliefs that phones are “fine,” patients will call back, and customer service comes naturally, emphasizing systems and practice-specific SOPs. Practical tools include warm call openings, confident information gathering, reflective listening, and clear next steps. She outlines the “tell, show, do, review” training method and frames phone performance as a leadership responsibility, then closes with Dentistry Support resources and services.

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Free Training for Dental Offices

DISCLAIMER:
The content provided in this podcast, including by Sarah Beth Herman and any affiliated guests, is for informational purposes only and does not constitute professional advice, including but not limited to medical, legal, or business consulting services. Listeners engage with the content at their own risk and are responsible for any actions taken based on the information presented. No guarantees are made regarding the accuracy or completeness of the content. For any questions, clarifications, or crediting of sources, please contact us directly, and we will make necessary adjustments.

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Sarah Beth Herman shares a pop-up podcast episode announcing the Dentistry Support White Coat of Honor, a free award created to celebrate dentists who exemplify integrity, leadership, exceptional patient care, and strong team culture. She explains that unlike many paid recognition programs, there is no cost to be nominated, and nominees do not need to be clients. Anyone—patients, team members, or peers—can nominate a dentist by commenting on a linked social post and completing a nomination form on dentistrysupport.com, including five questions about what makes the dentist stand out. Nominations are open now and close March 30, with the 2026 recipient announced March 31. The winner receives a framed award, a featured 30-minute podcast episode, a press release shared with the dental community, $150 for their team to celebrate, and a $500 credit toward Dentistry Support virtual services.

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SOCIALS:
No Silver Spoons®: Instagram
Dentistry Support: Instagram | Facebook | Linkedin
The Dental Collaborative: Facebook
Sarah Beth Herman: LinkedIn | Personal Bio | Links
Free Training for Dental Offices

DISCLAIMER:
The content provided in this podcast, including by Sarah Beth Herman and any affiliated guests, is for informational purposes only and does not constitute professional advice, including but not limited to medical, legal, or business consulting services. Listeners engage with the content at their own risk and are responsible for any actions taken based on the information presented. No guarantees are made regarding the accuracy or completeness of the content. For any questions, clarifications, or crediting of sources, please contact us directly, and we will make necessary adjustments.

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Host Sarah Beth Herman explains that many exhausted business owners and leaders aren’t truly stuck—they’ve rehearsed the same patterns until they feel permanent. Drawing on neuroscience, she describes how real change comes from repeated experience and neural rewiring, not insight alone, because the brain prefers familiar pathways that require less energy. She connects this to entrepreneurship and scaling, arguing that business growth demands personal and identity growth, and that stability can feel unsafe to a nervous system trained in survival mode—sometimes leading entrepreneurs to unconsciously create chaos. She emphasizes that leadership maturity is shown by staying regulated while growing, since teams mirror a leader’s nervous system and culture becomes reactive or hesitant based on leadership patterns. Change requires alignment of behavior, environment, and repetition, plus willingness to be a beginner and practice consistent new responses. She shares an analogy about training her French bulldog, Cash, to address food aggression without changing his core personality—expanding capacity rather than becoming someone else. The episode’s takeaway: you are adaptable, growth is gradual, leadership requires identity evolution, and businesses scale only as far as the leader is willing to grow, encouraging listeners to study and repeat what successful people do, then share, rate, review, and reach out via show notes for guest suggestions.

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SOCIALS:
No Silver Spoons®: Instagram
Dentistry Support: Instagram | Facebook | Linkedin
The Dental Collaborative: Facebook
Sarah Beth Herman: LinkedIn | Personal Bio | Links
Free Training for Dental Offices

DISCLAIMER:
The content provided in this podcast, including by Sarah Beth Herman and any affiliated guests, is for informational purposes only and does not constitute professional advice, including but not limited to medical, legal, or business consulting services. Listeners engage with the content at their own risk and are responsible for any actions taken based on the information presented. No guarantees are made regarding the accuracy or completeness of the content. For any questions, clarifications, or crediting of sources, please contact us directly, and we will make necessary adjustments.

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Host Sarah Beth Herman discusses how repeated self-talk shapes mindset, nervous system regulation, and leadership, explaining neuroplasticity and how the brain reinforces the thoughts it repeats. She shares her own shift from self-criticism to the mantra “I’m on a winning streak,” describing how changing internal language helped her lead with more patience, trust, and consistency across her businesses. The episode reframes “winning” as alignment, peace, and steady progress, noting that visible achievements (including upcoming features on the front page of two magazines) are built through quiet, consistent discipline. She offers practical steps: choose a believable mantra, notice when inner dialogue tightens and pause, lead yourself with clarity and accountability rather than shame, and prioritize consistency over intensity. She highlights free leadership and communication trainings available at sarahbethherman.com and dentistrysupport.com/freetraining, and closes with key takeaways about repetition, leadership beginning internally, and energy shifting before outcomes, alongside a sponsorship message for Dentistry Support.

Support the show

SOCIALS:
No Silver Spoons®: Instagram
Dentistry Support: Instagram | Facebook | Linkedin
The Dental Collaborative: Facebook
Sarah Beth Herman: LinkedIn | Personal Bio | Links
Free Training for Dental Offices

DISCLAIMER:
The content provided in this podcast, including by Sarah Beth Herman and any affiliated guests, is for informational purposes only and does not constitute professional advice, including but not limited to medical, legal, or business consulting services. Listeners engage with the content at their own risk and are responsible for any actions taken based on the information presented. No guarantees are made regarding the accuracy or completeness of the content. For any questions, clarifications, or crediting of sources, please contact us directly, and we will make necessary adjustments.

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In this episode of 'No Silver Spoons,' host Sarah Beth Herman discusses the evolving landscape of dental leadership in 2026. She emphasizes the increased complexity, visibility, and emotional demands faced by dental leaders today. The shift from personality-based to systems-based leadership is explored, highlighting the necessity of comprehensive support structures for sustainable practices. Key challenges such as decision fatigue, emotional load, and identity shift are identified, along with strategies to adapt and thrive. The critical role of technology, including AI, is examined, stressing the importance of supporting rather than replacing human roles. Herman underscores that modern leadership requires design, documentation, delegation, and clarity to ensure the longevity and success of dental offices.

Support the show

SOCIALS:
No Silver Spoons®: Instagram
Dentistry Support: Instagram | Facebook | Linkedin
The Dental Collaborative: Facebook
Sarah Beth Herman: LinkedIn | Personal Bio | Links
Free Training for Dental Offices

DISCLAIMER:
The content provided in this podcast, including by Sarah Beth Herman and any affiliated guests, is for informational purposes only and does not constitute professional advice, including but not limited to medical, legal, or business consulting services. Listeners engage with the content at their own risk and are responsible for any actions taken based on the information presented. No guarantees are made regarding the accuracy or completeness of the content. For any questions, clarifications, or crediting of sources, please contact us directly, and we will make necessary adjustments.

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In this episode of 'No Silver Spoons,' hosted by Sarah Beth Herman, the focus is on the critical role of front desk operations in dental practices as we approach 2026. The episode discusses how the first 30 seconds of a phone call can significantly impact patient trust, and how poor phone management reflects deeper issues within leadership and systems. Herman emphasizes that handling phones effectively is not merely an entry-level task but a revenue-driving, trust-building position. She explains the importance of tone, confidence, and training in creating a positive patient experience. The episode also explores the interconnectedness of phone skills with billing accuracy and overall practice efficiency. Practical solutions for improving phone management, such as role-playing scenarios and supporting front desk teams, are provided. Listeners are encouraged to audit their phone calls and align phone protocols with billing expectations. The episode concludes with key takeaways, including the notion that billing starts from the first phone call and the importance of evolving phone handling practices to meet modern standards.

Support the show

SOCIALS:
No Silver Spoons®: Instagram
Dentistry Support: Instagram | Facebook | Linkedin
The Dental Collaborative: Facebook
Sarah Beth Herman: LinkedIn | Personal Bio | Links
Free Training for Dental Offices

DISCLAIMER:
The content provided in this podcast, including by Sarah Beth Herman and any affiliated guests, is for informational purposes only and does not constitute professional advice, including but not limited to medical, legal, or business consulting services. Listeners engage with the content at their own risk and are responsible for any actions taken based on the information presented. No guarantees are made regarding the accuracy or completeness of the content. For any questions, clarifications, or crediting of sources, please contact us directly, and we will make necessary adjustments.

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In this episode of No Silver Spoons, host Sarah Beth Herman addresses the pervasive issue of burnout in dental teams. She clarifies that burnout is not due to individual weaknesses but rather systemic issues in how modern dentistry is managed versus how it was led in the past. Sarah explores how the complexity of current dental operations, outdated leadership practices, and unrealistic role expectations contribute to burnout. She offers insight into how dental leaders can adapt, redefine roles, and implement supportive systems to mitigate burnout. Key takeaways include recognizing burnout as a leadership issue, the importance of structured clarity, and the need for leadership to evolve along with the dental industry.

Support the show

SOCIALS:
No Silver Spoons®: Instagram
Dentistry Support: Instagram | Facebook | Linkedin
The Dental Collaborative: Facebook
Sarah Beth Herman: LinkedIn | Personal Bio | Links
Free Training for Dental Offices

DISCLAIMER:
The content provided in this podcast, including by Sarah Beth Herman and any affiliated guests, is for informational purposes only and does not constitute professional advice, including but not limited to medical, legal, or business consulting services. Listeners engage with the content at their own risk and are responsible for any actions taken based on the information presented. No guarantees are made regarding the accuracy or completeness of the content. For any questions, clarifications, or crediting of sources, please contact us directly, and we will make necessary adjustments.

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In this episode of No Silver Spoons, Sarah Beth Herman discusses the importance of self-respect and intentionality in leadership roles. She shares personal stories from her own growth journey and emphasizes that how we show up externally often reflects our internal state. Sarah Beth explores the concept of 'enclothed cognition' and its impact on confidence and leadership authority. The episode underscores the need for preparation, self-respect, and maintaining high standards in the workplace, particularly in dental office environments. Sarah Beth concludes with actionable insights and offers mentorship for those looking to enhance their leadership skills and build intentional businesses.

Listen on: Apple Podcasts Spotify

Support the show

SOCIALS:
No Silver Spoons®: Instagram
Dentistry Support: Instagram | Facebook | Linkedin
The Dental Collaborative: Facebook
Sarah Beth Herman: LinkedIn | Personal Bio | Links
Free Training for Dental Offices

DISCLAIMER:
The content provided in this podcast, including by Sarah Beth Herman and any affiliated guests, is for informational purposes only and does not constitute professional advice, including but not limited to medical, legal, or business consulting services. Listeners engage with the content at their own risk and are responsible for any actions taken based on the information presented. No guarantees are made regarding the accuracy or completeness of the content. For any questions, clarifications, or crediting of sources, please contact us directly, and we will make necessary adjustments.