I recently heard a team member say, “but we can’t force the person on the phone to make an appointment.”

What I really heard the team member say was, “I am really struggling to know what to say on the phone, so I can make the caller an appointment.”

This is a very common struggle for many dental teams.

Your team could be trying to make appointments but start to think and believe they sound pushy.

I recently heard a dental team say this, “I can’t say that, it sounds so pushy and salesy.”

I too struggled with this when I was answering calls in my Dental Practice.


This is what I soon discovered:

The first step in overcoming the struggle of feeling too pushy, is to start believing you are not forcing the caller to do anything, you are helping them to choose what is best for them.

A big part of your job when you answer calls in a dental practice is to help the caller the best way you can.

This means you need to suggest what is best for your caller.

Use language, that will help persuade the caller to make that appointment.

Let your patient know what the next step is for them.

So what type of language do you use?

I mentioned persuasive language.

You start by listening to the caller, so they feel acknowledged, validated and important, then suggest the next step.

People that call a business of any sort, want to know what is next and more importantly they want you to tell them what is next.

“It sounds like we should make an appointment for you straight away. Would you prefer morning or afternoon?”

Letting go of the belief you are being pushy will give you so much more confidence on the call and you will start to focus on really helping your patients as best you can.

You can see now that you are never forcing a caller to make an appointment, you are suggesting the next step and making an appointment.

When your team believe they are helping your patients, you will make more kept appointments.


Dental Practice Management Extravaganza Raising Money For NSW Victims of Bushfires

This event is a special event organised to raise money for those in the NSW South Coast affected by bushfires.


We are working in close conjunction with local dentist and friend Dr Craig Newman to coordinate this event.

100% of the money raised from ticket sales will be donated to those who have been affected.

The purpose of this Dental Practice Management Extravaganza in Merimbula is to help bring economic stimulus back to the town that has suffered significant economic losses as a result of the fires.

All speakers have donated their time unconditionally.

Agenda: The event begins on Friday afternoon with tourism activities and then welcome drinks and dinner on Friday night.

Saturday is our day of education, with a Grande Finale dinner on the Saturday night.

Education and a tourism expedition is organised for the Sunday morning.

For best accommodation options please check Trip Advisor.


Speakers include

Jayne Bandy

Julie Parker-Kovess

Dr Toni Surace

Dr Harry Marget

Peter Merrett

Angus Pryor

Frankie J Holden (MC)

Dr Jason Pang

Dr Jesse Green

Dr Howard Farran

Chris Barrow

Dr Derek Mahony

Dr Kristina Cain

Dr David Moffet

*Ticket fee is for education only. Social functions to be charged separately.



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.

For those of you, who are ready to get started call me on 1300 378 044 or email jayne@thedpe.com


Thank you to all the fabulous dental teams who have attended my Master Classes over the last four years.

2020 will be the start of a brand new, NEVER done before 2 Day Event. As soon as I have all the information you will be the first to know!


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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