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On my latest family holiday it became obvious to me in the world of delivering excellent customer service that having procedures and steps is definitely the way to go.

Without clear steps in your business, chaos and disorder begins. When this happens, customer service cannot be achieved as efficiently as it should.

Having clearly defined steps when answering the phone in the Dental Office is so important in achieving Excellent Customer Service.


Without proper steps the phone call can become confused and appointments will not be made.

How many phone calls seem to go nowhere in your Dental Office?

When the call comes in your mission is to follow specific steps to make an appointment for the caller.

Does your Dental Office have these steps in place?

If you don’t then it is time to define the steps you need for your office to ensure more appointments are being made.

In my previous blogs I have covered a number of Phone Answering Skills that every Dental Office needs to be working on all the time if they want to run a successful Office.

The easiest and most effective way to start developing great Phone Answering is to evaluate the calls coming in right now and the number of appointments being made. You will be surprised how many callers do not make appointments.

The next step is to have clear simple questions ready to ask your caller. Be ready with the right questions that make the difference.

What a difference it will make if the whole team know the questions to ask.

More calls will be converted to appointments and to Long Term patients. This is what all Dental Offices need.

I always find it so sad to see the true potential of a Dental Office not being achieved. The Front Office Phone Answering can be a real failure in a lot of Dental Offices. I have seen Offices running around trying to fix things but overlooking the people answering the phone.

Have a good look at your front office and how calls are being handled. If you don’t already have steps in place when answering calls, start to develop them today.

It is not that hard!

The Front office will love having clear steps when taking calls. I know it works. I have been part of these steps myself!

When your Front Office have clear steps to follow you will quickly see an improvement in your Patient numbers and Patient retention.


This blog will feature simple practical ideas that are easy to implement tomorrow in your Dental Office, impacting immediately on your Patients’ Dental  Phone Experiences, and ultimately, improving your practice profitability.

At present I have availability for three new private clients. For more information on how I can improve your Dental Office’s Phone Numbers contact me, Jayne Bandy at  jayne@theDPE.com

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