Some patients walk out feeling wowed. Others walk away — and never come back. What’s the difference? It’s not your prices. It’s not your credentials and the experience. 

In this eye-opening episode of Power Hour, Eugene Shatsman sits down with Shareef Mahdavi — industry consultant, speaker, and author of Beyond Bedside Manner — to expose one of the most overlooked (yet most profitable) parts of practice growth: the patient experience. 

Together, Eugene and Shareef walk through the biggest blind spots in most practices, and how subtle shifts in environment, communication, and mindset can radically transform patient behavior. 

They explore why “good service” isn’t enough, and why practices that rely on being polite and professional are actually falling behind. Shareef reveals his Seven Deadly Sins of Patient Experience — common missteps like bad acoustics, misaligned lighting, and front desk friction that silently erode patient trust and undermine conversion rates. 

And then comes the mindset shift: patients don’t say yes to procedures because of facts and figures, they say yes because of how they feel. Shareef explains how practices can create signature moments that are emotionally resonant, memorable, and confidence-inspiring — without selling or sounding pushy. 

If you’re frustrated by low conversion rates, price-shoppers, or patients who “need to think about it,” the problem isn’t your offering — it’s the experience surrounding it. This episode will help you shift the way you see your practice, and how your patients see you.

• Why Patients Say No: Price (usually) isn’t the reason — it’s the emotional gap between what patients expect and what they experience. 

• The Seven Deadly Sins: Learn the most common experience killers in practices today — and how to avoid them. 

• Service vs. Experience: Friendly staff isn’t a differentiator anymore. Learn what really sets your practice apart. 

• Signature Moments: How to create emotionally resonant patient interactions that lead to stronger loyalty and higher conversions. 

• A Mindset Shift for Sales: Move from “explaining” to “elevating” — and watch acceptance rates climb. 

• 00:03:42 – Why “friendly service” isn’t enough anymore 

• 00:10:18 – Shareef’s 7 Deadly Sins of Patient Experience 

• 00:21:10 – The sensory signals that quietly kill trust 

• 00:32:22 – Signature moments: what they are and how to design them 

• 00:39:45 – Price vs. perception: why patients don’t buy on logic 

• 00:47:03 – Real-world examples of premium treatment conversions 

• 00:53:29 – What every staff member should know about the patient journey 

• 00:58:40 – Final thoughts on culture, leadership, and emotional engagement 

Connect with Shareef Mahdavi

Shareef Mahdavi is a leading authority on patient experience in healthcare, with over 30 years of expertise in helping medical practices elevate how they engage with and retain patients. 
 
He is the founder of SM2 Strategic, a firm focused on optimizing patient interactions and driving practice growth through better experience design. Widely known for his role in the U.S. launch of LASIK, Mahdavi has worked across the medical device, consulting, and practice development spaces. 
 
He is also the author of Beyond Bedside Manner, a highly regarded book that outlines the gap between what patients expect and what they actually experience — and how practices can close that gap to improve loyalty, reputation, and profitability. 

LinkedIn: https://www.linkedin.com/in/shareefmahdavi/  

Website: https://www.2020eyesite.com/

Connect with Eugene Shatsman

Website – https://www.eugeneshatsman.com/

LinkedIn – https://www.linkedin.com/in/eugeneshatsman