The Secret to a High-Performing Dental Front Desk: Laura Hatch’s Proven Strategies

Author: Tooth and Coin
Published: Fri 08 Aug 2025
Episode Link: https://tooth-and-coin-podcast.simplecast.com/episodes/the-secret-to-a-high-performing-dental-front-desk-laura-hatchs-proven-strategies-HVmW5iMC

In this episode I am resharing an oldie but goodie [from Sep 16, 2016], where I’m joined by the one and only Laura Hatch, founder of Front Office Rocks, and we’re diving deep into how to turn your dental front office into a well-oiled, patient-loving machine. Laura shares how her training platform got started, who it’s for, and why hiring for personality and customer service is often way more impactful than dental experience. If you’ve ever struggled with communication breakdowns, inconsistent patient experiences, or team members who just don’t “get it,” this episode is for you.

We cover everything from how top dental practices use Front Office Rocks for full-team training, to bridging the frustrating gap between your expectations and your team’s performance. Laura dishes advice on how to approach staff about training (without making it awkward), how to make training actually fun, and why building a culture of constant improvement is the real secret to long-term success. Plus, we tackle the big issues hurting your practice—poor phone skills, weak customer service, and staff that doesn’t understand the “why” behind daily tasks.

Whether you’re a brand-new practice owner, a dental student dreaming big, or someone who just inherited a team with a lot of baggage, Laura gives you a game plan to reset your culture, train with purpose, and get your team working toward shared goals. We wrap with how to get started with Front Office Rocks, what’s included, and how to connect with Laura for more resources. If you want patients raving about your office—and sticking around for life—this is the episode you need in your ears.

What you'll hear in this episode:

[00:00] Introduction to Laura Hatch and Front Office Rocks

[01:05] The Origin Story of Front Office Rocks

[03:15] The Importance of Training in Dental Offices

[04:15] Success Stories and Implementation Strategies[

[05:55] Addressing Staff Resistance to Training

[09:15] Tailoring Training for New and Established Practices

[16:35] The Role of Customer Service in Dental Practices

[23:20] The Impact of Office Culture and Communication

[32:30] Conclusion and Contact Information

Learn more about Front Office Rocks: https:/www.frontofficerocks.com

Connect with Laura on LinkedIn: https://www.linkedin.com/in/laura-nelson-rocks