What a crazy year it has been so far, with numerous lock downs and restrictions on what dental treatment you can and cannot do.

During this time there have been so many patients urgently wanting appointments, some you have been able to see and others you have not!

Over the last few months when patients haven’t been able to come to the dentist for certain treatment and care, all they wanted to do was make an appointment and come in!

Well watch out. It has already started. I call it the Cancellation Epidemic!

Yes, all of your very keen patients who were desperately trying to book appointments for their dental treatment and care, now have other things taking up their time and their dental treatment is taking a back seat!

Appointments that have been made are now being cancelled left, right and centre!

I am hearing an increase in cancellation calls coming into dental practices right now!

Now you have to make sure your team are well equipped to handle those Cancellation Call.

Of course the dentists, hygienists and oral health therapists must do their part and correctly treatment plan, communicate the urgency for treatment as well as the consequences of no treatment.

If your team answer the calls and easily let your patients cancel their appointments, your appointment schedule is going to crash and burn and your patients will delay the treatment and care they need.

So how does your team handle these cancellation calls if they come in?

Cancellation Calls must be handled carefully

Always start by asking if everything is OK.

You always want to show empathy on a cancellation call. This is also one of the best ways to find out the cancellation reasons.

If your patient does not tell you the reason for the cancellation, it is OK to ask for the reason.

Once you know the reason for the cancellation you have an opportunity to look for a solution to keep the patient in the appointment and not delay their treatment and care.

Having the skills needed on the cancellation call takes time and patients to get right.

Always remember that every time you have talked your patient out of cancelling their appointment or persuaded them to change their mind, you have done your patient a big favour and the appointment book looks a whole lot healthier.

Handling a cancellation call correctly is definitely a communication skill set that can easily be learned. The hardest part is using it over and over again and measuring your results.




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! http://www.calltrackingexcellence.com/





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