Have you ever noticed people in customer service who appear rushed and distracted because they are busy?

The irony is that it’s great to be busy but never forget you are there to serve people and enhance their customer experience.

It can be very easy to lose sight of your purpose in customer service and that is to serve people and meet their needs.

If you want to deliver great customer service, you must always keep a check on having enough people to provide the customer service and customer experience.

When you are serving your customers and delivering a great customer experience you cannot afford to be distracted.

Now I know from time to time you can easily get caught up in the busyness of your business, but the true delivery of customer service is when you can swim gracefully like a duck on top of the water whilst your legs are paddling fiercely under the water.

What I mean is, your customers are left unaware that you are busy because you appear calm, in control and ready to serve your customer.

This takes practice to be able to switch off from being busy, set your priority and go into delivering customer service no matter what.

In a dental practice you want to avoid letting your patients know you are fully booked and appear stressed about where you are going to schedule them.

Try to stay calm and confident. Believe it’s ok to schedule an appointment in two weeks-time. You can then let your patient know you will do everything you can to move their appointment sooner.

Also avoid letting your patients know you are busy and the reason why, especially if you are short staffed. This does not help your patient and they usually don’t even care how short staffed you are!

All the patient wants to know and hear is how you are going to find them an appointment time.

I was at a restaurant recently and the waitress was clanging around, running around, trying not to make eye contact with me in case I called her over. This made me feel unimportant and stressed rather than important and relaxed. My experience was negatively affected because my waitress looked busy, rushed and was not there to serve me and give me the experience I was hoping for.

So, look at your team.

Are they giving off the “I’m too busy,” vibe?

This is not the impression you want to give your patients any time.

Teams must always keep in mind that their priority is the patient and how the patient is feeling.





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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