There are a number of questions not to ask your patient but my all time least favourite is…..

“Have you been here before?”

Why is this such a bad question to ask?

Because you might as well say…..

““Who are you?”

“I don’t remember who you are?”

And what your patient hears is……

“You are not important to me.”

“I have never seen you before.”

“You are not special.”

If you want to send your patient the message that you don’t really care and you don’t acknowledge them then keep asking your patients this question, “have you been here before?”

Look I do know why this question is asked and it does sort of make sense.

When a person calls your dental office you want to know if they are a New Patient or Existing Patient. This is great but have a good look at how you find this out.

So what do you say when a caller rings and you want to find out if they are an existing patient or a new patient without actually offending them?

I did work with a dental office where the front office coordinator appeared to know nearly every one of her existing patients when they called the office but let’s get real, most of us are not this gifted in identifying our patients by their voice.

You want to find out the name of the caller first.

“Hi Jenny when was your last appointment with Dr Brown/ at Brown Dental?”

This identifies the caller immediately as an Existing or New Patient.

If they are an Existing Patient, you want to look up their patient file.

You can now go to their appointment and will be able to see their first and last name.

You can also ask Jenny for her surname. If you feel the patient would expect you know who they are then always be polite and say, “ I thought it was you Jenny!”

No one is perfect, except the front office coordinator I spoke about previously but she was especially talented in the memory department!

Can you see how this is so much better than, “have you been here before”, especially if this patient has been coming to your practice for the last 10 years?

You want to speak to your patients at all times in a way that eliminates or reduces any awkwardness, embarrassment or perceived rudeness.

We all know that some of our patients are more memorable than others for a number of reasons, both positive and negative.

I know they are just words but they are words that can help you avoid a sticky situation where a patient is hurt that you don’t remember them.

Keep in mind we all love to be acknowledged and noticed. Don’t you?



Here is my Master Class, ONLINE just for YOU!

Your team do not need a day off work to attend this Master Class. YOUR TEAM can complete the Dental Phone Excellence Master Class right there in your practice at their own pace. The BEST part of my Master Class is that you have it FOREVER once you purchase the Master Class.

It’s time to say GOODBYE to New Patients calling your office and NO APPOINTMENT ever being made, people calling your office about the price and never making an appointment and your patients continually calling to cancel their appointment!

There are 7 Learning Modules in this Master Class

•         Module 1: How to Effectively Communicate with Your Patients

•         Module 2: The 8 Steps to the New Patient Call

•         Module 3: How to Answer the Questions Callers Ask

•         Module 4: Correct and Easy Appointment Scheduling

•         Module 5: How to Prevent and Handle Cancellations

•         Module 6: How to Follow Up Your Patients

•         Module 7: Giving the Very Best Patient Experience

There are a total of 42 Learning Videos and over 60 Worksheets, Checklists, Templates, Scripts and Flowcharts to help support your team’s learning.

This program has been designed to teach dental teams how to communicate more effectively with their patients and get better results.

This Master Class is easy to understand, easy to work through and you can go through the program at your own pace.

This is the Master Class that guarantees your success when you start using the strategies and skills we go through together.

To secure you LIFETIME access to my Master Class click the link below. It is that fast and easy to get!

I look forward to seeing you all get the RESULTS you deserve and MORE!


Call Tracking Excellence

Click this link to find out how to get started. It’s that easy!

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