Turning the Dreaded “On-Hold” Moment into Something Patients Love
At Dental Marketing Lab, we like to skip the theory and focus on real, practical ideas — the kind anyone can execute to make their practice better. Sometimes that means big strategic shifts, and sometimes it’s small, clever touches that just make people smile.
Today’s idea falls into the “small but mighty” category.
Let’s talk about one of the most universally dreaded moments in any medical experience: being put on hold. You know the one — the elevator music, the dead silence, the uncertainty of whether someone will ever come back. It’s not exactly the “wow” moment you dream of creating in a five-star patient experience.
But when you’re serious about creating an exceptional experience, you have to walk through every single touchpoint — even the boring ones. And yes, that includes what happens when someone calls your office and gets put on hold.
So... how do you turn that dreaded pause into something people actually enjoy?
Drumroll, please. 🥁
We worked with one of our favorite pediatric clients did exactly that — and it was a hit.
We decided to make their on-hold message fun. Instead of stock music, we recorded a handful of their adorable patients telling the world’s most ridiculous dad jokes. We’re talking top-tier, eye-roll-worthy, laugh-out-loud funny. The kids absolutely loved being part of it, and it gave parents a reason to smile, too.
We had the audio edited professionally and used it as their on-hold recording. Within days, they were getting comments like,
“Can you put me back on hold real quick? I want to hear the end!”
It became a tradition — something patients looked forward to and a story the team was proud to share.
And here’s the thing: it was simple. No major budget. Just creativity and a desire to make every patient interaction a little more joyful.
Takeaway:
You don’t need a massive rebrand to improve your patient experience. Sometimes, it’s the smallest, quirkiest ideas that make the biggest impression.
So the next time you’re brainstorming ways to make your practice stand out, ask yourself: “Where in the patient journey could we add a moment of delight?”
It might just start with a dad joke. 😄
