There is so much talk lately about the importance of building rapport with patients, developing a relationship with your patient and making a connection with your patient.

This is fabulous but when and how do you do this?

If you believe that the time to build a lasting relationship with your patient is at their first appointment while they are lying back in the dental chair, then you may want to reconsider this.

You all know a lasting relationship takes time and energy to make it work.

This can be difficult when a New Patient arrives for their appointment, needs a whole lot of dental treatment and you are trying hard to build a lasting relationship with them while you are explaining a whole lot of treatment to them!

The best time to start building a relationship with a New Patient is when they are on the phone, on the first phone call.

Your team who answer the phones, are the ones who start the New Patient relationship.

The first phone call is the first point of contact so it just makes sense that this is when the New Patient relationship begins.

Ensure you include pictures of your team all over your marketing so the New Patient caller has already visually met the person they are speaking with on the first phone call.

The first phone call is “the make or break” of the relationship with the new patient.

On the first phone call you want to avoid just being the provider of information and an appointment maker. You want to be a real person who interacts, responds and asks questions about the caller and not just about their teeth.

The first phone call is the opportunity to get to know the potential new patient and build rapport and likeability.

Who is answering the calls in your practice?

Do you have someone who is able to start the relationship building with the caller or do you have the wrong person answering the calls?

You want your very best patient communicator answering the phone.

I recently worked with a dental office and the front office coordinator was amazing. She was a natural at connecting with the New Patient on the phone. She listened and connected with the patient on the phone in such a way that the conversation was continued when the patient arrived for their appointment.

You want the person answering calls in your dental office to make the difference and begin the relationship with your patients on the phone.

When the person answering the phone in your dental office gets it right, it is so easy to continue building rapport with the patient when they arrive for their first appointment.


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.



I have the honour of speaking at ACAS2020 in Sydney February 21-22.

Find out how your team can convert more Phone Enquiries into kept Appointments.

If your team don’t know what to say on the phone and are not ready to book in appointments for Clear Aligners, then you will be missing out on a lot of patients.

I will be giving you tips and ideas on how to convert calls to kept appointments.

Get your tickets now. Don’t miss out!


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


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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