Building Strong Lab-Clinic Partnerships

The relationship between a dental lab and its clinic partners is more than transactional. The best partnerships feel like extensions of each other’s teams—the lab understanding what each dentist needs, the clinic trusting the lab’s expertise. Building these relationships takes intention, communication, and consistent delivery.

Why Partnerships Matter

Dental labs with strong clinic partnerships enjoy significant advantages:

Predictable Revenue Loyal clinic relationships provide steady, predictable case flow. Rather than constantly hunting for new business, partnered labs can focus on serving their existing base well.

Reduced Friction When labs and clinics know each other well, communication becomes shorthand. The clinic knows what to include in prescriptions; the lab knows each dentist’s preferences. Cases flow smoothly with fewer clarification calls.

Premium Positioning Clinics pay more for labs they trust. When quality is consistent and service is excellent, price becomes less of a deciding factor. Strong partnerships support healthy margins.

Referral Network Satisfied dentists recommend labs to their colleagues. Word-of-mouth from trusted sources is the most valuable marketing a lab can have.

Communication Best Practices

Establish Clear Expectations

From the start of any lab-clinic relationship, align on:

• Turnaround times: Standard and rush options, with realistic commitments
• Communication preferences: How does this clinic want to be contacted? When?
• Quality standards: What does excellent work look like for this practice?
• Problem resolution: How will issues be handled when they arise?

Document these expectations and reference them when questions come up.

Be Proactive, Not Reactive

Don’t wait for clinics to chase you:

• Status updates: Provide visibility into case progress without being asked
• Early warnings: If a deadline is at risk, communicate before it’s missed
• Clinical observations: Share insights that might help the clinic, even if not asked
• Industry knowledge: Keep partners informed about relevant developments

Choose the Right Channel

Match communication method to message urgency and complexity:

Situation	Best Channel
Routine status updates	Automated notifications / portal
Case-specific questions	Case messaging system
Urgent issues	Phone call, followed by written summary
Relationship discussions	In-person or video meeting
Technical education	Scheduled lunch-and-learn or webinar

Listen More Than Talk

The best lab partners are excellent listeners:

• Ask about clinical challenges they’re facing
• Understand their patient demographics and needs
• Learn their preferences through observation, not just asking
• Track feedback patterns to identify systematic opportunities

Digital Collaboration Tools

Technology enables partnership at scale:

Clinic Portals

Give clinics self-service access to:

• Submit cases digitally with complete prescription information
• Track case status in real-time
• Access invoices and statements
• Review case history and reorder

Portals reduce phone calls and give clinics control over their experience.

Digital Prescription Forms

Well-designed digital prescriptions:

• Capture all required information before submission
• Include photo upload for shade and condition documentation
• Offer quick reorder from previous cases
• Reduce errors from illegible handwriting or missing details

Secure Messaging

Case-attached messaging keeps communication:

• Organized by case, not scattered across email threads
• Visible to all relevant team members
• Documented for future reference
• Efficient for quick questions and approvals

Digital Try-In and Approval

For cases requiring clinic approval:

• Share design screenshots or 3D previews
• Collect digital sign-off before production
• Document approval for reference if questions arise later
• Enable faster iteration on design changes

Handling Feedback and Remakes

How you handle problems defines partnerships more than how you handle successes.

Accept Responsibility Gracefully

When something goes wrong:

• Acknowledge the problem without defensiveness
• Apologize for the impact on their patient and schedule
• Focus on resolution, not blame
• Learn from every issue to prevent recurrence

Make It Right Quickly

Speed matters when clinics have patients waiting:

• Prioritize remake cases over standard work
• Absorb costs for legitimate quality issues
• Consider patient impact, not just lab economics
• Follow up to confirm resolution satisfied the clinic

Analyze Patterns

Individual issues become concerning when they form patterns:

• Track remakes by clinic, case type, and cause
• Identify systematic issues that need process improvement
• Share relevant findings with clinic partners
• Demonstrate continuous improvement over time

Know When to Push Back

Not every complaint is valid:

• Document cases thoroughly to have objective reference
• Educate clinics on realistic expectations when appropriate
• Set boundaries on unreasonable demands
• Part ways professionally with truly difficult relationships

Growing Together

The best partnerships evolve over time:

Expand Service Offerings

As trust builds, introduce new capabilities:

• Additional restoration types or materials
• Advanced cases like full-arch implants
• Same-day or expedited services
• Digital design and planning services

Joint Marketing

Partnered success benefits from shared visibility:

• Case studies featuring collaborative work
• Co-hosted patient education events
• Referral networks and introductions
• Testimonials for each other’s marketing

Continuing Education

Labs and clinics can learn together:

• Lunch-and-learn sessions at the clinic
• Lab tours for dental teams
• Material and technique updates
• Study club participation

Strategic Planning

Include key partners in your thinking:

• Share relevant business developments
• Seek input on new service offerings
• Discuss industry trends and implications
• Align on growth opportunities

Measuring Partnership Health

Track these indicators of relationship quality:

Quantitative Metrics:

• Case volume trend (growing, stable, declining)
• Average case complexity and value
• Remake rate compared to other clinics
• Payment timeliness

Qualitative Indicators:

• Communication tone and frequency
• Receptiveness to recommendations
• Referral activity
• Engagement with new offerings

Regular partnership reviews—annually for key accounts—provide structured opportunities to assess health and plan improvements.

Building Your Partnership Program

Segment Your Clinics

Not all relationships warrant equal investment:

• Strategic partners: High volume, high growth potential, or prestige value—invest heavily
• Growth accounts: Good relationships with room to expand—nurture actively
• Standard accounts: Steady business without special needs—serve efficiently
• At-risk accounts: Declining volume or relationship issues—address or transition

Assign Account Ownership

For important accounts:

• Designate a primary relationship owner
• Ensure backup coverage for continuity
• Document clinic preferences and history
• Regular check-in cadence appropriate to tier

Invest in Relationship Building

Budget time and resources:

• Clinic visits and in-person meetings
• Appreciation events and recognition
• Educational opportunities and resources
• Responsive problem resolution

The transactional view of lab-clinic relationships—we make what they order—leaves value on the table. Labs that build true partnerships create sustainable competitive advantages that are difficult for competitors to replicate. Invest in relationships, and they’ll invest in you.