Many of you know by now that I am very passionate about helping teams be the best they can be when they answer phones and speak to their patients.

I love helping team members grow and make improvements in how they communicate with patients and get better results for them.

I love watching team members listen and learn and slowly but surely put everything into action and see what a positive difference it makes to their day and the day of others.

It sure is rewarding.

I suppose it goes back to my own experience of not being so good on the phone when I was speaking to patients. I then started learning, getting better and making a big difference in the lives of many patients over the years. Now I help team members do exactly what I did.


One challenge, I myself had, when speaking to patients, was not asking enough questions and not asking questions for a purpose.

BTW in case you didn’t know, I help teams make improvements with their phone communication skills by listening to their call recordings. This is the VERY BEST WAY to help your team get better on these phone calls. Most team members are very relaxed with this, and it holds them accountable for what they say and ask your patients and prospective patients, on the phone calls.

This is a GOOD thing.

Being accountable for what you say and the results you achieve, is how we all grow and get better.

Something I have noticed happening lately on phone calls with patients is the lack of triage. Not enough questions are being asked on the calls.

So what should you be asking your patients on these calls? And what is the purpose of these questions?

Well the reason you ask patients questions right at the start of the call is so you can find out more.

Why do you need to find out more?

Well the more is what you need to correctly schedule an appointment. When a person calls a dental office you need to know what their dental problem and concern is, so you can:

  • Pass on information that will help the dentist more easily determine the type of treatment and care the person needs.
  • Help the person on the phone know what they will expect at their dental appointment.
  • Help your team set up trays and materials and instruments that may be needed to match what the patient has told you.
  • schedule the correct duration for the appointment given.
  • know the level of urgency and immediacy needed when scheduling a sooner or later appointment.
  • avoid scheduling in the emergency time block when the appointment is not an emergency.
  • give the person on the phone a great first impression of your practice.
  • stay in control and know what you are doing.


What happens if you skip this part and dive straight to scheduling?

  • Incorrect appointment time is scheduled
  • Not enough time is allocated to do particular treatment.
  • The Dentist has NO information to start the conversation with the patient.
  • The Dental Assistants are not prepared for particular treatment and care.
  • You now have no emergency times to give existing patients because non emergency patients are given the emergency time in the schedule.
  • You start to sound like every other dental office where they also do not ask the right questions to help the caller.


As you ask the caller questions regarding their dental problem and concern, you also want to start building rapport and make a connection with the caller. After all the caller is often a bit anxious about coming to the dentist so you can break the ice a bit and find out more about them. Again asking questions and determining the level of urgency.

Remember before you ask any questions you MUST ALWAYS ask PERMISSION to ask questions.

“John, so I can help you, would you mind if I ask you a few questions first?”

This is always the very first question to ask! It’s polite and gives the caller a good reason why they should listen to your questions and answer them.

Because you are about to HELP THEM.


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T H E  D E N T A L  P H O N E  E X C E L L E N C E  O N L I N E  M A S T E R  C L A S S  I S  H E R E !

I LISTENED TO YOU and finally my Master Class is here 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

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!


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