899: 3 Steps to Build a Trust Culture – Heather Crockett

The Best Practices Show with Kirk Behrendt

To have a thriving dental practice, you need trust. To build trust, there are three key pillars you need. In this episode of Practical Solutions Day, Kirk Behrendt brings back Heather Crockett, one of ACT’s amazing coaches, to share how to cultivate trust with your team and patients through empathy, transparency, and consistency. Trust is the currency of the future! To learn the three steps to create the ultimate dental practice, listen to Episode 899 of The Best Practices Show!

Learn More About Heather:

• Send Heather an email: [email protected]
• Join Heather on Facebook: https://www.facebook.com/heather.r.crockett
• Follow Heather on ACT’s Instagram: https://www.instagram.com/actdental
• Send Courtney an email to learn more about ACT: [email protected]

More Helpful Links for a Better Practice & a Better Life:

• Subscribe to The Best Practices Show: https://the-best-practices-show.captivate.fm/listen
• Join The Best Practices Association: https://www.actdental.com/bpa
• Download ACT’s BPA app on the Apple App Store: https://apps.apple.com/us/app/best-practices-association/id6738960360
• Download ACT’s BPA app on the Google Play Store: https://play.google.com/store/apps/details?id=com.actdental.join&hl=en_US
• Join ACT’s To The Top Study Club: https://www.actdental.com/ttt
• Get The Best Practices Magazine for free: https://www.actdental.com/magazine
• Please leave us a review on the podcast: https://podcasts.apple.com/us/podcast/the-best-practices-show-with-kirk-behrendt/id1223838218

Episode Resources:

• Watch the video version of Episode 899: https://www.youtube.com/@actdental/videos
• Register for ACT’s To The Top Study Club (July 18th, 2025): https://www.eventbrite.com/e/climb-with-us-register-for-july-18-2025-ttt-study-club-tickets-1205460116659
• Register for ACT’s To The Top Study Club (July 25, 2025): https://www.eventbrite.com/e/climb-with-us-register-for-july-25-2025-ttt-study-club-tickets-1205497959849
• Join ACT’s BPA for the Communication Rhythms Guide: https://join.actdental.com/users/sign_in?post_login_redirect=https%3A%2F%2Fjoin.actdental.com%2Fc%2Fpractice-coaching-tools%2Fthe-act-dental-meeting-rhythm#email
• Join ACT’s BPA for the Building an Appreciative Workplace resource: https://join.actdental.com/users/sign_in?post_login_redirect=https%3A%2F%2Fjoin.actdental.com%2Fc%2Fpractice-coaching-tools%2Fbuilding-an-appreciative-workplace#email
• Join ACT’s BPA for the Chief Reminding Officer tool: https://join.actdental.com/users/sign_in?post_login_redirect=https%3A%2F%2Fjoin.actdental.com%2Fc%2Fpractice-coaching-tools%2Fcro-chief-reminding-officer#email

Main Takeaways:

• Learn to show gratitude and learn to apologize when you make mistakes.
• Trust takes a lifetime of hard work to build, and only a second to lose.
• Keep communication open. Transparency fosters connection.
• Show empathy. Listening strengthens relationships.
• Be consistent. Predictability builds trust.

Snippets:

0:00 Introduction.

2:38 Why this is an important topic.

4:12 The three main components of trust.

6:41 Step 1) Transparency.

14:24 Step 2) Empathy.

20:30 Step 3) Consistency.

26:53 Which of the three do you need to work on?

29:30 We’re all human.

31:38 Final thoughts.

Heather Crockett Bio:

Heather Crockett is a Lead Practice Coach who finds joy in not only improving practices but improving the lives of those she coaches as well. With over 20 years of combined experience in assisting, office management, and clinical dental hygiene, her awareness supports many aspects of the practice setting.

Heather received her dental hygiene degree from the Utah College of Dental Hygiene in 2008. Networking in the dental community comes easy to her, and she loves to connect with like-minded colleagues on social media. Heather enjoys both attending and presenting continuing education to expand her knowledge and learn from her friends and colleagues.

She enjoys hanging out with her husband, three sons, and their dog, Moki, scrolling through social media, watching football, and traveling.