In Setting the Table, Danny Meyer, one of America’s most successful restaurateurs, shares a truth that’s as relevant to dental care as it is to fine dining: People may forget what they ate, but they’ll never forget how you made them feel.

In dentistry? Replace “ate” with “had drilled” and you’re basically looking at the same equation.

Let’s be honest, no one drives home after a crown prep saying, “Wow, that occlusal reduction was exquisite!” But they will remember the warm smile from your front desk, the way your assistant put them at ease, and the fact that your numbing skills rival a Jedi mind trick.

That, my fellow tooth warriors, is the “people game” Meyer talks about, an area where dentistry and hospitality are long-lost siblings.

1. Hospitality Beats Service Every Time
Meyer says there’s a difference between service (delivering the technical thing you promised) and hospitality (making people feel better for having chosen you).

In dentistry:

Service = You place a perfect composite.

Hospitality = You place that composite and remember your patient’s dog’s name, ask about their daughter’s soccer game, and reassure them that they’re not the “worst flosser you’ve ever seen” (even though they are).

The technical stuff keeps you in business. The hospitality? That’s what makes them brag about you at book club.

2. 51% Technical Skills, 49% Emotional Skills
Meyer hires on the “51% rule” — 51% emotional skills (kindness, empathy, optimism), 49% technical skills. His logic? You can train the technical, you can’t train someone to genuinely care.

In dentistry, think about that the next time you hire:

Yes, your assistant should know how to suction without causing an accidental tonsillectomy.

But if they don’t have the “empathy gene,” patients will leave feeling like they just survived an emotional root canal.

The emotional connection is what turns an “in-network extraction” into a lifelong fan.

3. Every Team Member Owns the Experience
One of Meyer’s golden rules: Every employee is responsible for the guest’s experience.

In your practice, this means the sterilization tech can influence a Google review as much as you can. Why? Because hospitality is a chain reaction:

A friendly “Hey, welcome back!” from your front desk sets the tone.
A calm, confident assistant keeps the mood steady.
A caring hygienist earns trust.
You? You just land the final emotional punch with clinical excellence and warmth.

Break the chain anywhere, and suddenly your five-star Yelp review is a “meh, it was fine” post from Karen.

4. Write a Love Letter to First Impressions
Meyer is obsessed with first impressions because they set the mood for the entire visit.

In dentistry, the “first bite” happens the moment a patient calls or walks in. Do they hear a cheerful voice or a stressed-out sigh? Do they see a warm smile or someone hiding behind a monitor like they’re in witness protection?

Your patients don’t want to feel like next on the assembly line. They want to feel like the guest of honor at the tooth party.

5. Problems Are Opportunities in Disguise
In hospitality, mistakes happen — wrong order, overcooked steak. Meyer teaches that fixing a problem with warmth and generosity often leaves the guest happier than if nothing went wrong.

Dentistry translation:

Crown doesn’t fit? Apologize with genuine sincerity, own the fix, and maybe send them home with a Starbucks card for the inconvenience.

Insurance messed up the claim? Call on their behalf and fight like you’re auditioning for a legal drama.

Handled well, these moments can turn skeptics into superfans.

6. The Hospitality Hall of Fame Is Built on Feelings
Meyer’s restaurants thrive because they make customers feel known. In dentistry, feelings are currency.

They feel safe = They trust your recommendations.
They feel valued = They keep coming back.
They feel special = They tell their friends.

When patients walk out thinking, “That place gets me,” you’ve won. And here’s the kicker: they’ll happily go out-of-network for you, because you’re no longer just their dentist, you’re part of their life story.

Final Bite
If Danny Meyer can turn a plate of pasta into a life-changing experience, you can turn a dental visit into something patients actually look forward to (or at least don’t dread).

Technical perfection matters, but in the “people game” of dentistry, hospitality is your real competitive edge. Fill the cavities, sure. But fill the room with warmth, humor, and humanity, and your patients will never forget the way you made them feel, Novocain and all.

Benjamin Tuinei
Founder – Veritas Dental Resources, LLC
📞 888-808-4513
Services: PPO Fee Negotiators, PPO Fee Negotiating, Insurance Fee Negotiating, Insurance Credentialing, Insurance Verifications
Websites: www.VeritasDentalResources.com, www.VerusDental.com