The Michelin Star Moves You And Your Team Can Make To Transform Your New Patient Experience

How Dr. Ashley Joves turned Smile and Co. into the most reviewed practice in their area one new patient at a time.

Author

Ashley Joves
May 12, 2026

Hey friends!

There is a reason Michelin star restaurants have people coming back again and again. It is not just the food. It is the way they make you feel from the moment you walk in the door to the moment you leave.

I have spent years applying that same philosophy to dentistry at Smile and Co. And in this episode I break down exactly what I do so you and your team can start doing it too.

The best part? None of this requires a renovation, a bigger budget, or a complete rebrand. It just requires intention.

"The way you make people feel is what they will remember, long after they've forgotten what you did or what you said." — Will Guidara

Some of these small changes have made a big difference and helped my office become the highest rated dental practice in our area.

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What You Will Learn In This Episode:

Before The Patient Sits Down I share the exact greeting protocol I train my team on and why standing up to welcome a patient by name changes everything before a single word is spoken.

When The Doctor Walks In From ditching the white coat to the triangle of trust, I walk through the intentional choices I make the moment I enter a new patient room. These are small shifts with a big impact on case acceptance.

The Language That Changes Everything The words you and your team choose matter more than you think. I share the specific language swaps I have made at Smile and Co. that patients notice every single time.

How To Read Every Patient Differently Not every patient wants the same experience. I break down how I mirror my patients and why asking one simple question early on changes the entire dynamic of the appointment.

The Checkout Experience The appointment does not end when the exam does. I share the Nordstrom move my team makes at checkout and the one thing I do a few days after every new patient visit that leaves a lasting impression.

I do not just apply this philosophy at work. Ask anyone who has sat at my dinner table and they will tell you the same thing. I put love into everything I make. This week I am sharing one of my family's most loved recipes because the best experiences always start with intention.

The Making Of Moment

Ashley said something at the end of this episode that says it all:

"This AI will never be able to touch that one to one connection. These are not scripts. This is genuinely how we feel about our patients."

That is the whole thing right there. The tactics matter. But none of it works without the genuine desire to make someone feel cared for. And that is what turns a new patient into a lifelong raving fan.

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Until next week,

💛 Dr. Ashley Joves

P.S. Don’t forget to leave a review on Spotify or Apple Podcasts—it helps other dentists find us and fuels this mission we believe in so deeply.

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