Many businesses focus on a single question: How do we get new clients?

However, a more critical question is how you keep them once you have them. This episode opens with a comical but eye-opening story about a truly terrible first-time experience at a dentist’s office. Despite spending a lot on advertising to attract new patients, this practice had a disorganized, impersonal process that left the patient confused, disrespected, and unsure about what procedures were even being performed.

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