Sometimes when you answer the phone in your Dental Practice you lose sight of “WHY” the person calling has called you in the first place.

Remember, all you need to do is three things:

  1. Listen carefully
  2. Ask the right questions
  3. Make the Appointment

It is that simple.

Well, it should be.

But this is what happens:

Instead of asking questions and listening to the caller, you fire away with a whole lot of unrequested information which ends up confusing the patient and then NO appointment is made.

The caller is so overwhelmed trying to take in all the information that they just want to get off the phone call as soon as possible!

So, how do you avoid this?

How do you avoid turning into an information giver?

It’s easy.

When you ask a caller, “How may I help you?” two things happen.

The caller says they need an appointment or they have a juicy question about the price or something like that.

Your first response is to answer the caller’s question.

The conversation, or should I say, the monologue, goes something like this:

“The price of the clean is…….”

You then start to let them know other prices.

“If you need two xrays they will be $….. for each xray and the exam is $……..”

“If you need any treatment, it will then cost you more.”

The caller then says, “Wow, that much. I will think about it and call you back when I decide.”

This is a great way to end the call quickly and NOT make an appointment for the caller who was a potential long term, loyal, referring, high production patient.

Well, you will never know this.

So, what do you say instead, to a caller who asks you the price or any thing else?

Start by asking:

“So I can help you better do you mind if I ask you a few questions first?”

When you ask the caller this one question, you have now asked permission to ask them lots of questions.

You can now find out more so you can help them.

You are now able to begin a conversation, you are the active listener while the caller does most of the talking answering YOUR questions rather than you answering their questions.

The person doing the listening is in control of the call and this is what you want.

Remember, you want to use the first call as an opportunity to find out as much as you can about the caller; about their dental concerns as well as something personal about the caller themselves.

Once you start asking great questions, the caller will feel you have listened and helped them, and you have!

You are more likely now to build trust and rapport with the caller simply by asking questions and listening rather than throwing information at them.

So, start doing this and see what a difference it makes. You will make and confirm more appointments, find out what the caller needs and help them more as well as building rapport and getting to know the caller.


Dental Phone Excellence reserves all rights.© Dental Phone Excellence


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!

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