Some Patients Walk Out Wowed. Others Walk Away for Good. What’s the Difference?
You’ve invested in your training, upgraded your technology, and hired a friendly staff. But patients still hesitate. They ghost after consultations. They say, “I’ll think about it.” They leave without committing.
What gives?
According to Shareef Mahdavi—founder of PX Movement, creator of PX Ninety, and author of Beyond Bedside Manner—it’s not your pricing. It’s not your skills. It’s not even your outcomes.
It’s your patient experience.
In a must-watch episode of the Power Hour podcast, Mahdavi sits down with Eugene Shatsman to explain how your practice can stop losing patients and start converting them—not by selling harder, but by creating experiences that make patients feel confident and cared for.
🎥 Watch the full interview on YouTube
The Problem: Good Service Isn’t Good Enough Anymore
Let’s be honest—being friendly and professional is expected. Today’s patients judge you not just on what you do, but how you make them feel. And that feeling starts long before they’re in your chair.
“Some patients walk out feeling wowed. Others walk away — and never come back. What’s the difference? It’s not your prices. It’s not your credentials. It’s the experience.” — Shareef Mahdavi
Your office design. Your check-in process. The conversation with your technician. The tone of your follow-up. It all adds up. And if the experience is inconsistent, clinical, or forgettable, the patient walks—even if you’re offering a life-changing solution.
The 7 Deadly Sins of Patient Experience
In the episode, Shareef Mahdavi highlights the “Seven Deadly Sins” of patient experience—small but damaging issues like poor acoustics, confusing check-ins, cold lighting, impersonal interactions, front desk friction, outdated spaces, and emotional disconnects. These factors silently erode trust and reduce acceptance rates.
“Patients don’t say yes because of facts and figures. They say yes because of how you made them feel.” — Shareef Mahdavi
The Solution: Create Signature Moments
To counter these pitfalls, Shareef recommends designing “signature moments.” These are small, intentional actions that leave a lasting impression:
- Greeting the patient by name before they introduce themselves
- Celebrating a post-op result with a selfie or keepsake
- Sending a thank-you note that feels genuinely personal
- Offering a thoughtful, small gesture that says “we care”
These aren’t sales tricks—they’re trust signals. And they help patients feel something they rarely feel in healthcare: seen, safe, and supported.
“Signature moments are those little touches that surprise, delight, and stick with the patient long after the visit ends.” — Shareef Mahdavi
Why Patients Say “No” — And How Storytelling Changes Everything
A common myth in healthcare is that patients walk away because of price. But as Shareef Mahdavi explains, the real reason is perception. When the patient experience feels rushed, generic, or emotionally disconnected, even a reasonable fee can feel unjustified. On the other hand, when the entire journey—from check-in to consultation—feels thoughtful, premium, and personal, patients are far more likely to say yes, even to higher-priced treatments.
This is where the StoryBrand mindset becomes powerful: your patient is the hero of the story, not you. Your role is to guide, not sell. That means less explaining and more listening. Instead of bombarding them with facts and figures, show them what’s possible and how you’ll support them along the way. When you shift from pitching to empowering—when patients feel heard, understood, and emotionally safe—they’re far more likely to move forward with confidence.
Audit Your Patient Experience
You don’t need a 12-month transformation plan to start. You just need to start with one step:
👉 Take the Patient Experience Quiz
It’s fast, free, and it will show you exactly where your practice is strong—and where it may be quietly losing patients.
TL;DR – What You Need to Know
- Patient experience is your biggest growth lever
- Friendly staff is no longer enough—patients expect more
- Trust and emotion drive decisions—not just logic or pricing
- You’re the guide, not the hero—make the patient feel seen
- Start with small signature moments to create lasting impact
Watch the Full Conversation
🎥 Click here to watch the full interview with Shareef Mahdavi on YouTube.
Join the Movement
If you’re ready to stand out—not for your prices or your tech, but for how you make patients feel—PX Movement is your next step.
➡️ Learn more about PX Ninety and start transforming your practice today.