Where dental marketing dies: from enquiry to treatment

The stages after the click

Every enquiry for a private treatment goes through roughly the same stages. The names differ between practices; the sequence doesn't.

Enquiries enter these stages in different states. A caller who gets through has the first response straight away. An online booking skips straight to a consultation in the diary. A web form or a Meta instant form, a lead form filled in without leaving Facebook or Instagram, starts furthest back: nobody has spoken to the patient yet, and the form may have taken them seconds. Comparing channels only makes sense stage by stage, not on the raw count of enquiries.

A treatment coordinator, often called a TCO, is the team member who guides a patient through the plan, the costs and the decision after the clinical consultation. Not every practice has one; someone still does the job.

For high-value treatment, the "not ready yet" loop is large. Implant and full-arch patients can take months to decide, as set out in how full-arch patients decide.

Where enquiries leak

Each stage has its own typical leak. None of them shows up in an ad platform's report.

Losses compound. Illustrative figures, not benchmarks: the table below uses invented round numbers to show the arithmetic of several modest leaks in a row.

No single stage in that example looks disastrous. Together they turn 100 paid-for enquiries into 14 treatment starts. Improving any one stage lifts every stage after it, which is why the fix is rarely "more enquiries".

Staying with the same illustrative figures: raising the booking rate from 50 to 60 in every 100 responses gives about 17 starts instead of 14. Getting the same extra starts by buying more enquiries would mean roughly a fifth more enquiries, and a fifth more spend, poured into the same leaks. The booking-rate fix costs a process change, not a bigger budget.

How do you tell whether your problem is before the click or after it? These patterns point to the stages after it:

Meta lead forms have their own version of the first leak, covered in why Meta dental leads don't turn up.

Measuring each stage

Every stage can be measured from systems the practice already has. The condition is that the enquiry's source is recorded at the start, so each later stage can be tied back to the channel that produced it. That is the basis of dental marketing attribution.

Report these by source and by treatment line, monthly. Group patients by the month they first enquired, so treatment that starts later still counts against the right month's spend.

Agree the definitions once and write them down. "Booked" should mean a date and time in the diary, "attended" should mean the patient sat in the chair, and "accepted" should mean signed or a deposit paid. If reception, the treatment coordinator and the marketer each count differently, the same month will produce three different stories. And be careful with small numbers: in a practice that sees a handful of implant consultations a month, one cancellation can move a rate a long way. Look at three-month trends before changing anything.

Some of this can go back into the ad platforms. Booked and attended consultations and treatment starts can go back to Google Ads as offline conversions within its upload window, so bidding learns which clicks became patients. Google won't accept an upload more than 90 days after the last click, or 63 days for enhanced conversions for leads¹, so treatment completed later is measured in the practice's own report, which is one reason that report matters more than the platform's.

Who owns which stage

Most leakage happens at the handoffs, where one person assumes the next has it. Naming an owner for each stage removes that gap.

Ownership only works if the owners look at the same numbers. A short monthly review, with the practice manager, the treatment coordinator and whoever runs the marketing looking at one stage report together, stops each side explaining the problem away as the other's. Marketing brings the enquiry and source data; the practice brings what happened after.

What marketing can and cannot fix

This is the line I draw with every practice.

Marketing can make enquiries better and make the leaks visible. It can't answer the phone, run the consultation or follow up the patient. If the right-hand column is broken, more advertising only pours more enquiries into the same leaks. That is why I ask about intake before I ask about budget, and why the way an engagement runs, described in how I work, starts by measuring these stages.

To see where your own enquiries are leaking, email me at Fayez@imfayez.com with a rough picture of your practice. The first look is free: I follow the enquiry routes a patient would use on your site, ads and local listing, from the outside, and reply with what I find. What an engagement includes is on the services page, and the work I do for practices is summarised on the home page. Terms used here are defined in the dental marketing glossary.