Most of your patients make an appointment with you over the phone.

A person chooses to call your practice and then it all starts.

The patient relationship begins on that very first phone call.

So, it makes sense to have your very best communicator answering your phones.

That very first phone call is where the caller decides whether they like you or not often based on what the person sounds like on the end of the phone.

It sounds crazy but this is how it works.

People judge your business by the person who you choose to answer your phones.

Ensure the person answering your phones is:







These are just a few of many great qualities the person answering your phones should have.

At the moment I know many dental practices have had a few changes in their team.

Some team members have suddenly left their positions for a number of reasons and this has now put even more strain on practices to recruit and find the right people.

If this sounds like you and your situation right now, don’t give up hope as there are some amazing people just waiting for you to find them and start at your practice.

But don’t settle for less and avoid hiring too quickly.

No one ever wants to hire someone quickly, only to realise they are wrong for the practice.

The person you choose to answer your phones is responsible for building that very first relationship with your patients and scheduling appointments for you. You can’t afford to get this wrong.

I would even look for people outside of the dental profession with exceptional customer service and people skills, after all this is what they need the most when communicating with your patients on the phone.

When you are interviewing people for any position at your practice, have key questions to ask.

You want to know what they can do and does it match who you need right now.

A good start is to have a look at your job description for the role you are looking to fill and ask questions based on that role.

Create different scenarios such as:

“If a patient calls to cancel their appointment how do you handle the call?”

“What type of questions do you need to ask all New Patients?”

This does put the person you are interviewing “on the spot”, but this is what happens on the phone when people call your practice.

You want to hire people who think and think outside the box. Why not test their ability to think!

Remember to hire for ATTITUDE first.

Training someone with a great attitude to develop the skills you need is EASY!


What exactly is going on, on your Dental Practice Phones?

Call Tracking Excellence is a RESULT, not a product.

Call Tracking Excellence is More Patients MAKING appointments.

Call Tracking Excellence is More Patients KEEPING appointments.

If you are interested in my Call Tracking Service or have any questions please call 1300 378 044 or email Stop missing out on making appointments.


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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