803: Inside the Minds of Dentistry’s Rising Stars: What Really Matters to Patients! – Dr. Christopher Mazzola & Dr. Charlie Ward

You're a dentist — not a hammer! Stop forcing treatment on patients and start guiding them toward it instead. To help you make that happen, Kirk Behrendt brings back Dr. Christopher Mazzola and Dr. Charlie Ward, visiting faculty from the Pankey Institute, to share what they’ve uncovered about the new patient process and how to find the things that matter to them most. To start decoding your patients’ minds to establish trust and improve retention, listen to Episode 803 of The Best Practices Show!

Learn More About Dr. Mazzola & Dr. Ward:

• Join Dr. Mazzola on Facebook: https://www.facebook.com/christopher.d.mazzola
• Follow Dr. Mazzola on Instagram: https://www.instagram.com/christopherdmazzoladds
• Send Dr. Ward an email: charlie@bmoredentalarts.com 
• Follow Dr. Ward on Instagram: https://www.instagram.com/drcwarddds
• Register for Dr. Mazzola & Dr. Ward’s Mastering Treatment Planning course (October 2-4, 2025): https://pankey.org/registration/?courseId=17004&tuition=0&lodging=true
• Register for Dr. Mazzola & Dr. Ward’s Mastering Dental Photography course (October 29-31, 2026): https://pankey.org/registration/?courseId=17781&tuition=0&lodging=true
• Register for Dr. Ward’s Mastering Aesthetic Restorative Dentistry course (SOLD OUT): https://pankey.org/course-category/mard

More Helpful Links for a Better Practice & a Better Life:

• Subscribe to The Best Practices Show: https://the-best-practices-show.captivate.fm/listen
• Join The Best Practices Association: https://www.actdental.com/bpa
• Join ACT’s To The Top Study Club: https://www.actdental.com/ttt
• See the ACT Dental/BPA Live Event Schedule: https://www.actdental.com/event
• Get The Best Practices Magazine for free: https://www.actdental.com/magazine
• Please leave us a review on the podcast: https://podcasts.apple.com/us/podcast/the-best-practices-show-with-kirk-behrendt/id1223838218

Episode Resources:

• Watch the video version of Episode 803: https://www.youtube.com/@actdental/videos
• Register for the Essentials courses at Pankey: https://pankey.org/?s=essentials
• Try Weave’s phone system: https://www.getweave.com
• Read books by Adam Grant: https://adamgrant.net/books

Main Takeaways:

• Establish your core purpose, mission, and vision.
• Ensure that your admin team understands your mission and vision.
• Stop being a hammer. Your job is to facilitate treatment, not to force it.
• Ask patients for feedback and insights so you can improve your practice.
• Don't make your treatment conversation about everything you see wrong.
• Be mindful of the words you use with your patients. Don't overwhelm them.
• Small gestures can go a long way in earning your patients’ trust and respect.
• It starts with the phone call. Ensure patients have a great phone call experience.

Snippets:

0:00 Introduction.

1:40 Dr. Ward and Dr. Mazzola’s backgrounds.

3:56 Why this is an important topic.

5:42 Help new team members understand why this is important.

9:11 Show patients you truly care.

13:44 It all starts on the phone.

19:10 Critical patient information to collect in the pre-clinical interview.

22:59 The most memorable feedback from patients.

29:12 Challenge dogma.

44:42 Don't be a hammer.

50:07 Philosophies on connecting with patients.

1:06:31 Final thoughts.

1:09:55 More about Dr. Mazzola & Dr. Ward’s future courses.

Dr. Christopher Mazzola Bio:

Dr. Christopher Mazzola was born and raised in Ann Arbor, Michigan. He attended the University of Michigan for his undergraduate studies where he graduated with honors with a Chemical Engineering Degree. During his undergraduate studies, he conducted research with dental school faculty on materials to aid in patients’ healing after dental surgery. He then continued his education at Michigan where he completed his Doctor of Dental Surgery Degree. While in dental school, he was awarded the University of Michigan American Academy of Cosmetic Dentistry Award for his research in the clinical application of CAD/CAM technology in dentistry. 

Prior to joining Traverse Dental Associates, Dr. Mazzola owned a practice in Colorado Springs, Colorado, where he was named one of the area’s 2013 TopDentists™. He continued with education focusing on communication and technology in private practice. He has also served as an instructor and mentor for new graduates focusing on patient interactions and CEREC CAD/CAM Technology. 

In his spare time, Dr. Mazzola enjoys spending time with his wife, Christina, his children, Baylor and Eliana, and his three dogs, Isabelle, Lola, and Aspen. He tries to stay active through competitive CrossFit, golfing, running, and skiing. He is looking forward to watching his family grow in the amazing community that is Traverse City! 

Dr. Charlie Ward Bio:

After graduating from the University of Maryland with a Bachelor of Science degree in 2004, he went straight into the University of Maryland School of Dentistry. He earned his DDS degree in 2008, and since then he has completed the Essentials courses and many others at the esteemed Pankey Institute, where he now serves as visiting faculty. He is currently a member of the Maryland State Dental Association and the Academy of General Dentistry.