Growth sounds exciting until the phones melt, schedules slip, and your best people burn out. We sat down with Erica Benavente—the fractional COO many top dentists quietly rely on—to unpack how a practice moves from a handful of ops to a thriving super practice without losing its heart.
Erica’s journey from chairside assistant to operational leader gives her a rare, ground-level lens. She breaks down why relationships remain the engine of long-term growth and how systems keep that engine running at scale. We walk through the moves that actually shift outcomes: documenting clear SOPs, staffing phones before missed calls spike, designing schedules for flow, and setting expectations that your team can meet every day. You’ll hear where owners hit the wall trying to do it all, and what changes when you bring in leadership that builds capacity instead of patching fires.
We also explore the tougher leap—opening location two and beyond. Erica lays out a practical framework for multi-site expansion: selecting the right market, aligning your patient experience, budgeting for payroll and equipment, and deciding when to add regionals or supervisors. She explains which roles should be centralized, how to protect culture across sites, and the KPIs that keep growth healthy, from answer rates to treatment acceptance and hygiene reappointment. Most importantly, she shares why a three-day onsite discovery surfaces hidden bottlenecks and creates a tailored, sequenced plan your team can execute with confidence.
If you’re serious about scaling a dental practice, this conversation offers a clear path forward—lead with patient experience, fortify your systems, and build the right support so you can practice at the top of your license. Subscribe for more candid playbooks from operators in the trenches, and share this episode with a colleague who’s planning their next expansion. Your review helps fellow dentists find practical, no-fluff strategies that work.