Words are very powerful.

You might even say words are powerful weapons that can be used for good as well as evil.

When you are speaking on and off the phone to your patients, your goal is to help them.

How you verbally communicate with your patients has a direct influence on how they react and respond.

The words you choose are very important.

What you say to your patients is not always what they hear!


Here are a few words to avoid and what to replace them with:

1. “I will call you if we get a cancellation.”

When you say these words to your patients you send the message that your patients cancel appointments and your patient will start to believe that cancellations are okay.

Replace these words with:

“An appointment has become available.


2.”I am calling to confirm your appointment and check everything is still okay.”

The patient hears that their appointment is not confirmed yet and now is the time to change or cancel their appointment if they choose.

Replace these words with:

“It’s just a courtesy call to let you know Dr Brown is looking forward to meeting you on….at….”


3. “Would you like to make an appointment?”

The patient now makes a choice of yes or no. Seems like a silly question to ask. What if your patient says no?

Replace theses words with:

“Let’s make an appointment for you. Would you prefer morning or afternoon?”


4. A patient calls to cancel an appointment and you say, “that’s okay.”

Is it okay? No it’s not okay.

Replace these words with:

“I am so sorry to hear this. Is everything alright?”

You are now trying to find out the reason for the cancellation with an opportunity to provide a solution for your patient to keep their appointment for treatment.


5. “Have you been here before?”

I often get asked why these are the wrong words to use? The answer is, you should always presume everyone is an existing patient until they tell you differently. This creates familiarity with everyone who calls your office.

Replace these words with:

“When was you last appointment with Dr……?”

So have a good listen to what your team are saying and asking your patients. They may be giving the wrong message to your patients unknowingly. The good news is that there are some excellent alternatives to what we are currently saying to patients.

Why not start with the few I have shared with you?

Let me know how you go!

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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 my 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! http://www.calltrackingexcellence.com/


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