Arden Dental Specialists
A specialist with 210 five-star reviews, losing patients to clinics that answered first.
- location
- Mont Kiara, KL
- service
- Full System for clinics
- result
- 3× attended new patients
Dr Lionel Tan is an oral surgery specialist with 18 years in practice. He trained in Dublin and London and has a 4.7 rating from 210 Google reviews. Patients wrote about him by name, and about “the dentist who didn’t make me nervous”. None of that was anywhere a new patient could find it:
- Instagram: the last six posts were holiday greetings.
- Website: it hadn’t been updated since 2021.
- Contact: three phone numbers listed across Google, Instagram and the website.
- Search: four general clinics nearby were paying to appear for “wisdom tooth surgery KL”. Arden wasn’t on page one.
- Enquiries: every WhatsApp was answered by the front desk between patients. Messages that came in at 11pm got a reply the next afternoon, by which time the patient had booked elsewhere.
Dr Tan had planned to hire a marketing executive and a second front-desk person. He’d interviewed twice and hired no one.
“My dentist said my wisdom tooth is sitting on the nerve.”
Patients who need a specialist don’t search for one. They search for the problem, then book whoever explains it first and answers fastest. Arden didn’t need to be louder or cheaper. It needed to be the clinic that explained and answered.
11:42pm, a Thursday
A 26-year-old tapped Dr Tan’s video “What happens when a wisdom tooth sits near the nerve”. She got a message within a minute, confirming she had an X-ray and explaining that her first visit would be a consultation with a specialist, with two evening slots to choose from. By 11:49pm she was booked for Tuesday at 5:30pm. When she asked whether she would lose feeling in her lip, the question went to the clinic team. Dr Tan knew why she was coming before she walked in.
The system, month by month
The team it replaced
- 14 → 41
- attended new patients a month
- RM142
- per attended new patient
- 3 hrs → 40 sec
- first reply to an enquiry
90 days later
- Attended new patients went from 14 to 41 a month.
- 46% of bookings were made outside clinic hours.
- Cost per attended new patient settled at RM142.
- Implant consultations doubled after the Mandarin campaign went live.
- Dr Tan still hasn’t hired anyone.
“I was about to hire two people and manage them myself. Now I film one morning a month, and new patients arrive already knowing who I am.”