Do Your Patients Expect More From You? Highlights from Our Conversation with Dr. Eric Roman

Spoiler alert: Yes, they do. And it’s not entirely their fault.

Remember when your dentist was basically the Oracle of Oral Health? Those golden days when patients walked in, nodded sagely at everything you said, and never questioned whether that crown was really necessary? Well, grab a tissue because those days are gone—and they’re not coming back.

We recently sat down with Dr. Eric Roman, a dentist with 20 years of experience building and coaching dental practices worth billions (yes, billions with a B), for an eye-opening conversation about where dentistry stands today. Spoiler alert: it’s not exactly where we thought it was.

The Uncomfortable Truth About Patient Experience

Here’s the thing that might make you squirm a little: dentistry hasn’t really changed much since the good old days of drilling and filling. Dr. Roman doesn’t mince words about this:

“When I look at dentistry, it really looks pretty much the same as when old GB Black started, like, drilling and filling on teeth and writing the book. I mean, the flow of experience, the way we communicate, the stuff that we do, it really hasn’t changed.”

Ouch. But wait, it gets more specific (and more painful).

The Phone Call Reality Check

Let’s play a quick game. When was the last time you called an airline to book a flight? If you’re under 40, the answer is probably “never.” If you’re over 40, it was probably sometime during the Clinton administration. Yet Dr. Roman points out that most dental appointments are still booked via phone call.

“When was the last time you made a phone call to book a flight? I mean, honestly, most people that are listening to this have never made a phone call to book a flight. And yet in the eighties, one hundred percent of flights were booked with a phone call or going to a travel agent.”

Meanwhile, we’re still operating like it’s 1985, complete with hold music and “please wait while I check the schedule.”

The Form Fiasco

And don’t get us started on those intake forms. You know the ones—seven pages long, asking about your reproductive health even though you clearly checked “male” in the first box. Dr. Roman captures this beautifully:

“Why is it that I answer that I’m a male and now I answer a bunch of, like, questions about, like, my, like, ovaries and my reproductive health. Right? Like, it like, these things like, why are we like, this is wasted. I still have to check the box. No.”

Then, as if the form wasn’t punishment enough, everyone asks you the same questions all over again. It’s like a dental version of Groundhog Day, except Bill Murray isn’t there to make it entertaining.

Trust Issues (And We Don’t Mean the Taylor Swift Kind)

Here’s where things get really uncomfortable. Dentists used to be among the top three most trusted professionals. Now? Well, let’s just say we’re not exactly winning any popularity contests.

“Not only are dentists not in the top three anymore, it’s like, honestly, they’re they’re, like, they’re probably bottom three. Like, we have, over the course of a generation, destroyed the trust that exists between us and our patients.”

Harsh? Maybe. True? Unfortunately, yes.

The problem is that while every other industry is bending over backward to make spending money easier and more enjoyable, dentistry is still acting like patients should be grateful we’re even seeing them. Dr. Roman puts it this way:

“Society is training them on is, that everything else is getting easier, more efficient, more convenient, more customized to what they want. Society is telling them, oh, do you not like the way that we used to do things? We’re going to make it so much easier for you to spend money on our product.”

Meanwhile, we’re over here making patients jump through hoops just to get their teeth cleaned.

From Expert to Guide (And Why That’s Actually Good News)

Remember when you were the only source of dental wisdom in your patients’ lives? Those days are gone, thanks to Dr. Google, TikTok dental influencers, and that one friend who “knows everything about teeth.”

“How often are your patients coming in self diagnosed, asking you to corroborate knowledge or presenting you with information that they’ve garnered from somewhere else that wasn’t you? And, like, the hygienist laugh. They’re like, every day. Like, they saw it on TikTok.”

But here’s the plot twist: this isn’t necessarily a bad thing. Dr. Roman argues that instead of fighting this change, we should embrace our new role as guides:

“What a gift that they can start self diagnosing in a sense, what a gift that they have the ability to come in more informed. But what it means now is that instead of you being the first source for information, often the expert, you’re now the guide.”

The dentists who are thriving? They’re the ones who’ve figured out how to work with this new dynamic instead of against it.

The AI Solution (Finally, Some Good News!)

Before you start updating your resume to become a barista, there’s hope. Dr. Roman believes we’re on the cusp of a dental revolution, powered by AI:

“Can you imagine how great it would be? Like, when the patient comes in, I haven’t met them, but they feel like they already know me because the AI has already, like, created connection for us.”

Imagine: No more redundant questions. No more wasted time. No more making patients feel like they’re bothering you by existing.

The technology could handle all the tedious stuff that currently makes everyone miserable, freeing you up to do what you actually trained for—helping people and building relationships.

“Our technology, this technology, when done correctly, will free us to do what we were uniquely created to do, empowered to do, and trained to do. And it’ll also free us to be more human and to create great relationships and great outcomes.”

The Bottom Line

Your patients aren’t asking for the moon. They just want the same level of service they get from literally every other business they interact with. They want to feel heard, understood, and valued. They want convenience, efficiency, and transparency.

As Dr. Roman puts it: “I actually think we’re far from it, and I think it’s yet to come because of what’s gonna happen in this next generation. Thanks to AI.”

The golden age of dentistry isn’t behind us—it’s ahead of us. But only if we’re willing to evolve with our patients’ expectations.

Want to dive deeper into Dr. Roman’s insights? You can watch the complete course and earn CE credits here. Trust us, it’s worth your time—and your patients will thank you for it.

AI helped us write this post and AI is here to help your practice too. Find out how, here.