Exceptional oral surgery is about more than technical excellence; it is also about how patients feel throughout the experience. In this episode of Everyday Oral Surgery, Dr. Grant Stucki welcomes back Dr. Rick Akin to explore how the principles in the book Unreasonable Hospitality can reshape patient care. In their conversation, they reflect on leadership and culture, and the challenge of making care feel personal in an environment built around precision and pace. They distinguish service from hospitality, explain why anxious oral surgery patients are especially receptive to thoughtful care, and share practical ways to build trust through preparation, empathy, and personalized gestures. They also examine how apologies, empowered team members, intentional morning huddles, and connection-centered goals can strengthen practice culture without making financial returns the sole measure of success. Tune in to rethink the patient experience and discover how simple, deliberate acts can turn a stressful procedure into an experience of genuine care.
Key Points From This Episode:
- Dr. Akin explains what unreasonable hospitality means to him.
- Discover how service differs from hospitality in the patient experience.
- Consider whether oral surgery patients are ideal candidates for unreasonable hospitality.
- Understand why empathy and an apology don’t imply wrongdoing.
- Explore why anxious oral surgery patients are primed for thoughtful care.
- Hear how small personalized gestures can make patients feel truly seen.
- Uncover practical ways to empower team members to act on patient needs.
- The subtle details patients notice from reception to treatment.
- Learn how explaining comfort measures builds trust before a procedure.
- Rethink what success looks like in oral surgery and why smiles matter more.
- Examine how slowing down can deepen connection and improve practice life.
Links Mentioned in Today’s Episode:
Dr. Rick Akin — https://drakin.com/meet-dr-richard-akin
Dr. Richard Akin on LinkedIn — https://www.linkedin.com/in/rick-akin-644aa932/
Dr. Rick Akin Email — rick@drakin.com
Akin Oral Surgery — https://drakin.com
Unreasonable Hospitality — https://www.amazon.com/Unreasonable-Hospitality-Field-Will-Guidara/dp/1529147387
Four Thousand Weeks — https://www.amazon.com/Four-Thousand-Weeks-Management-Mortals/dp/0374159122
Everyday Oral Surgery Website — https://www.everydayoralsurgery.com/
Everyday Oral Surgery on Instagram — https://www.instagram.com/everydayoralsurgery/
Everyday Oral Surgery on Facebook — https://www.facebook.com/EverydayOralSurgery/
Dr. Grant Stucki Email — grantstucki@gmail.com
Dr. Grant Stucki Phone — 720-441-6059
