Buying a Dental Practice – Is Staff Retention Important?

Mid-America’s most trusted dental practice valuation and sales

Short answer? Absolutely.

When you buy a dental practice, you’re not just buying equipment, charts, and office space—you’re investing in goodwill. And one of the best ways to preserve and transfer that goodwill from the seller to you is through the practice’s staff.

Why? Because for most patients, the staff is the practice.

Staff = Trust

Here’s what we often see in practice sales, particularly in the St. Louis area:
A letter goes out to patients announcing the seller’s retirement. Almost immediately, patients call the person they’re most familiar with—often the receptionist or hygienist—and ask:

“What’s the new dentist like?”

That moment is gold.

You want the staff member to say something like:

“Oh, Mrs. Smith, Dr. New is really nice. I think you’ll really like them.”

This kind of endorsement is powerful. The seller’s written recommendation is one thing—but a personal, genuine staff validation carries enormous weight. It helps patients feel confident staying with the practice.

Staff Retention = Patient Retention

If Dr. Seller is stepping away, their patients need a new provider. Most would prefer to stay at the same location, with the same familiar faces.

The continuity of staff provides a sense of comfort and stability. When patients see the same hygienist, assistant, or receptionist, the transition feels natural.

Of course, it’s up to you—Dr. New—to live up to those recommendations. Patients may not comment on your margin integrity or composite layering technique, but they will notice:

“My dentist is kind and doesn’t hurt me.”

That’s how trust starts. And over time, that comfort grows into loyalty.

Why Would Staff Want to Stay?

Simple. Most of them want what patients want—stability.

If you maintain their current:

  • Salaries
  • Benefits
  • Seniority
  • Work culture

…they have every reason to stay. They already know the systems, equipment, office flow, and most importantly—each other.

That said, a few may choose to leave:

  • Some may retire alongside the doctor.
  • Others may leave for personal reasons (commute, family needs, etc.).
  • The seller can usually give you a heads-up on these situations.

Handle Change with Care

As the new owner, you’ll eventually want to make some changes—and that’s normal. But early on, it’s critical to:

  • Avoid big changes too quickly.
  • Communicate clearly and openly.
  • Get staff “buy-in” before implementing new policies.

For example, altering office hours can affect child care for staff. Expanding clinical days or changing workflows might seem like improvements, but even positive changes can cause disruption if introduced too abruptly.

Tip: In many cases, staff have been wanting change—they just didn’t feel empowered under the previous owner. Give them a voice, and they may become your biggest allies in evolving the practice.

What About Problem Employees?

Not every staff member will be a perfect fit. Occasionally, you’ll inherit a “toxic” employee—a subject we’ll cover in a future blog. But the takeaway here is: Don’t overhaul the team based on assumptions.

Focus on building relationships first. Identify your top performers. Build trust with the team just as you would with patients.

Final Thoughts

If you’re buying a dental practice, staff retention isn’t optional—it’s essential. The goodwill you’re purchasing hinges on keeping patients comfortable and confident in their care. And no one can help you do that better than the existing team.

Treat them well, involve them in your vision, and transition thoughtfully. In return, they’ll help you preserve the heart of the practice—and grow it into something even stronger.

– Bill Otten & Kim Rey

Confident female dentist in white coat and blue gloves representing dental professionals supported by Otten-Rey Dental Sales.
What Clients Say

Dentist Testimonials

Kim with Otten-Rey Dental Sales truly made what I thought would be a stressful process extremely easy and painless. From our first meeting all the way until closing, Kim was always reliably there for me through out the process. I trusted her system and it was simple and seamless. I would definitely choose Kim again for my transition if l had to do it all over again.

review from happy client on homepage
Glenn R. Edwards DMD

When I decided to buy a dental practice, I quickly learned that practice brokers represent the seller. As a buyer, that posed some challenges. Of all the brokers I worked with in St. Louis, Kim was the only one who managed to make me feel that she was actively trying to find a practice for me to buy. Not only did she help me find a practice I loved, but she still represented her seller well and was fair throughout the entire process. Because of her, I am now the owner of a great dental practice that I love and I truly believe she made that happen for me. Thanks Kim.

Dr. Daugherty - happy client
Dr. Victoria Daugherty

Thank you both, Kim & Bill. This has been a great adventure. All is going great with the merger of Dr. Berger’s practice. Overall, I would say it is a great success. And I couldn’t have done it without both of you.

review from happy client
Dr. Christy Hager

I felt my practice purchase went smoothly and efficiently with the help of Otten-Rey Dental Sales. As a buyer, I felt comfortable with the fair appraisal that Otten-Rey put on the practice and both Kim and Bill were very accommodating getting any requested info to help me do my due diligence…Otten-Rey is known in the St. Louis Dental community for being easy to work with and I strongly recommend either buyers or sellers use them in the process of your dental transition. Having their expertise, experience and organization really made things a lot less stressful.

review from happy client Dr Jen Wheeler
Dr. Jennifer Wheeler Chesterfield, MO practice

Kim’s understanding of all aspects of a transition was invaluable. She has comprehensive knowledge of both the financial and clinical aspects of a dental office. She also provided the guidance and understanding of the legal aspects necessary to close the transaction. Thanks Kim!

review from happy client Dan Twillman
Dan Twillman DMD

Kim Rey was my broker in representing me when I sold my pediatric dentistry practice. From my standpoint, Kim brought a great amount of stability to the whole process. I appreciate her insight and her levelheaded guidance on what my expectations should be, what the normal accepted practice and standards are when dealing with a buyer. The process was longer than I anticipated, but Kim kept me focused and on the right track until the transaction was completed. Throughout the process, she always made me feel like I could rely on her and that in turn gave me a great deal of comfort. I would highly recommend Kim Rey to anyone looking to buy or sell a dental practice.

review from happy client Andrew Kim DMD, MS
Andrew M. Kim DMD

Several of my friends used Kim and Bill to sell their practices and had highly recommended them. I was pleased with the thorough process of valuation and the explanation of the report. They provided frequent updates and the guide for printing the necessary reports for the valuation. They found a buyer that fit our needs. I would recommend them to the other dental offices needing the same services.

Illustrated tooth graphic used in Otten-Rey Dental Sales branding
Gerald Dragich DMD