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Taking control is often seen to be a negative, domineering and aggressive type of behaviour.

We hear people say:

“They are such a control freak” or

“Stop being so controlling”.

On the other hand, not taking control is seen as submissive, annoying, pathetic and outright unhelpful.

Then which one should you be in a Dental Office?

Taking control of any situation should mean that you are sure about the situation, confident, knowledgeable and wanting to help.

I would encourage people working on the Front Desk of a Dental Office to take CONTROL!

It doesn’t mean you need to be rude and aggressive, but you should be polite, and confident that you will find a solution.

This is really what a calller wants when they ring ALL businesses, especially a Dental Practice.


Guide the patient to making that appointment.

Always use definite and decisive language on the phone.

“Would you prefer morning or afternoon?” or

“It sounds like we should make a time for you to see the dentist.”

The number one reason why the Front Desk Team in a Dental Practice do not take control is because they lack the confidence and also don’t know what to say and how to take control.

I often hear Front Office teams say they are afraid they may come across pushy if they take control.

My advice is to turn the image of being pushy into pulling people towards you so you can help them.

Having the right language is very important and ensures you keep control of the calls.

I believe it is time for the Front Office Team to step up and really make a difference in the Dental Office. Taking control of the job you have been hired to do will make that difference.

It is a fact that the most overlooked and under estimated people in a Dental Office are the Front Office Team.

The Dentist, Hygienist and Dental Assistants are qualified and have been trained in their field of expertise yet the Front Office Team are usually hired without much training, if any.

Training your Front Office Team means you can now expect these people to not only confidently fulfil their job description but also go that next step……get results and start being accountable for how the Dental Practice is thriving.

Training the Front Office Team will enable them to take control and be more confident.

And make that difference.


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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