CATEGORY AUSTRALASIAN DENTIST33 “ is is crucial for patients who can get their teeth replaced within one to three days. Not all implant systems support this function, so it’s a signi cant advantage for both clinicians and patients.” e implant’s stability in the bone also reduces micro-motion, which Reuben considers a signi cant factor in implant failure. So, while the procedure duration may not be shorter, the implant’s design promotes better stability and integration with the bone. Foundational years e journey of Reuben and May, from their humble beginnings in Balwyn, Melbourne, in 2013, is marked by resilience and resourcefulness. With no budget for extravagant marketing endeavours, the young couple pounded the pavement to distribute photocopied yers themselves. Intriguingly, their very rst patient, lured by those yers, remains a devoted patron to this very day. “I’d refer to the rst six years of running Dental Boutique as our foundational years, similar to the incubation period for a baby in the womb before birth,” May reveals. “ ese years taught us valuable lessons about patient care, running a practice focused on clinical excellence, and treating our sta like family and internal clients.” is nurturing approach bore fruit in the form of sta referrals, fostering their gradual expansion. ey added one more chair by 2015, and yet another in 2016. en came 2018, a watershed year that would irrevocably transform their practice. e trajectory of their growth since 2018 de ed the bounds of linearity. By the year 2020, their empire boasted an impressive 22 dental chairs in a singular location. In the interim, the COVID-19 pandemic arrived in Victoria fraught with challenges for the young couple – their overriding goal at this point was to retain their sta and sustain the practice. Remarkably, it was the pandemic that prompted the Sims to rethink their expansion approach. Outward expansion Rather than expecting patients to journey to their practice from interstate locations, which many were doing during the boom years, they envisioned a model where they could expand outward. eir rst interstate venture in Sydney with Dr Hargreave and Dr Kipel started with 9 chairs and quickly burgeoned to 18 within the rst 12 months. Today, Dental Boutique has six interstate locations that employs more than 200 dentists and sta . e success is attributed to smart talent acquisition, word-of-mouth referrals, and the brand’s intangible appeal. “I would say that Dental Boutique is an aspirational brand. Patients come to us knowing that regardless of which clinician they see, their experience will be amazing. We designed the work ow and system with that vision in mind from the beginning,” Reuben says. “We’ve treated approximately 45,000 patients. e brand itself attracts patients because we have a reputation for consistently delivering an outstanding experience. at’s how we’ve built our practice.” Twin celebration To commemorate its 10th anniversary, Dental Boutique held a black-tie celebration, coinciding with the launch of the region’s rst NeoArch Centre of Excellence. Reuben and May announced plans for more interstate practices, a testament to their continuous growth and commitment to providing exceptional patient experiences. As they re ect on their journey, Reuben and May take pride in the warm response to their work and exceptional customer service. “I’m constantly humbled by the warm response to the quality of our work and our customer service, which I must say is truly exceptional. at is why before anyone joins our team, we encourage them to rst visit and observe our work ow,” Reuben enthuses. “ is provides valuable insights into how our practice philosophy and patient treatment approaches di er from their previous experiences. It’s not just about clinical expertise; it’s about understanding the underlying philosophy and work ow.” is onboarding approach for new clinicians and sta has paid dividends, with approximately 70% of their recruits coming from word-of-mouth referrals. “To learn that what we’re doing for patients is actually impacting their lives to the point where they take their personal time to write these reviews is something that we do not take for granted,” May reiterates their gratefulness for the overwhelmingly positive reviews they have garnered over the last decade. “With all our Google reviews being genuine and unsolicited, it makes our success even sweeter. e beauty of it is that our entire team takes immense pride in their work, going above and beyond with passion and care, whether it’s the dentists, front o ce sta , or nurses. at’s why you see the results you’re witnessing.” u Dental Boutique employs more than 200 dentists and staff across six interstate locations PROFILE
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