To successfully run your business, you need to set the expectation of how your customers are to be treated.

Gone are the days of just making it up as you go.

Making anything up as you go is never the best strategy. You might as well cross your fingers and hope for the best.

You have invested time, energy, money, and your heart into your business so you always need to be clear and set your expectations.

Your customers are your business. Everything revolves around your customers and in a Dental Practice your customers are your patients.

Your patients should expect they will be treated well every single time they enter your practice.

What sort of patient experience do your patients receive in your dental practice?

Do you have a system to follow?

Does your team know what you expect from them and do your patients have an expectation for you to live up to?

The answer should be yes, yes, and yes they do!

A great start when looking at your patient’s experience is to decide as a team what your NEVER and ALWAYS Customer Standards are.

Many successful businesses all over the world use the NEVER and ALWAYS Customer Standards with their teams, to enable them to consistently deliver an amazing customer experience

Let’s look at some of your NEVER and ALWAYS Standards, at that first point of patient contact, on the phone call.

NEVER ask a caller’s name at the end of the call. ALWAYS ask the caller’s name at the start of the call and say it back.

NEVER do all the talking and ask no questions. ALWAYS ask questions and listen to the caller.

NEVER interrupt the caller. ALWAYS wait and actively listen to the caller.

NEVER look for an appointment time before you know what the caller’s dental problem and concern is. ALWAYS ask questions to find the right appointment time.

NEVER say “Not a problem.” ALWAYS say “You are welcome.”

This is very worthwhile to create your own NEVER and ALWAYS Patient Standards together as a team.

Your team will be part of the creation and own their NEVER and ALWAYS Standards and ALWAYS action them!



Call Tracking Excellence

With Call Tracking Excellence your team will learn the SAME exact processes Jayne used to:  

1. Dramatically improve new patient call-in conversions to booked appointments..

2. Retain existing patient appointments and

3. Prevent ongoing losses from appointment cancellations.


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


FREE Webinar this Wednesday 3rd Feb at 8pm.
Click the link below to register.
On this webinar, I will share with you how to increase your new patient telephone conversions by up to 79%.
This is a simple, systematic, and proven way any dental practice can easily double, triple, or even quadruple the number of new patient telephone conversions you are currently getting in your practice.
And just so you know, it doesn’t matter whether you just started your dental practice, or even if you’re a seasoned pro. On top of this, you will be able to get all these new patients:
Without spending anything extra on marketing…
Without joining any kind of networking groups…
And without you or your front office team doing anything more than what you’re already doing, right now…
The strategies on this webinar are extremely practical. They have been field-tested in all kinds of dental practices and have proven to work for average dental practices, practices located in smaller towns, and even in rural areas…
So make sure you register for this webinar, on Wednesday February 3rd at 8pm.
Click the link below to register. Its that easy!


If you want to know about the Dental Phone Excellence System I developed over many years working in my own Dental Practice and the same System I now share with many Dental Teams, then give me a call or send me a quick email.

The teams I have worked with all say how much easier it is using the Dental Phone Excellence System, when they answer calls and how many more kept appointments they make and confirm for their patients.

1300 378 044 or


Dental Phone Excellence is a simple to implement complete Phone Answering system I developed that helped me to build an extraordinary dental practice in the heart of working class western Sydney.

If you’d like to know more, download my sixteen page FREE special report “How I Quickly and Easily Went From 35% to 77% New Patient Telephone Conversions, and Doubled The Size of my Dental Practice Along the Way” and discover some of the many costly mistakes being made on your phone…..


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