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We say so many words when we are on the phone. Sometimes we focus on what we are saying and asking and unfortunately there are times when we just don’t think before we speak.

The biggest advice I can give you about what to say to your caller every single time you speak with them is just to say one word every single time.

This one word is the caller’s name.

When your Front Office team answer the phone and a potential patient is on the other end we either find out their name and never say it back to them during the call, or we find out their name and say it back to them during the call.

Which one do you think has the biggest impact?

Yes of course saying the caller’s name back during the conversation.

The one thing your caller will love to hear is their own name.

It also shows you are paying attention and the best way to capture and maintain someone’s attention during a conversation is to say their name.

How easy is that?

This one word makes a huge difference on the call.


Saying someone’s name is personal and starts the rapport you want to build with your caller.

I get asked how to start connecting with callers and build rapport on the first call. Well, this is the very best way to begin. Not every caller will open up immediately to you on the phone but saying their name will really help them feel more at ease.

Knowing, remembering and saying a caller’s name is powerful. You now have control of the call and can more easily help the caller and make an appointment for them.

Try it while you are out and about.

Watch. People love hearing their name. They feel special and acknowledged.

Brian Tracy once shared a story about what a difference it made when he found out the waiters name in a restaurant. The service he received increased straight away and nothing was a problem.

When we say the caller’s name back we immediately get their attention. When we ask the caller a question with their name we also get their attention.

Saying a caller’s name back also creates a feeling that you know the caller and they are important, even though they just told you their name.

Make saying the caller’s name one of the first and last things you say on a call.

Oh and by the way you should be saying your patient’s name when they arrive at their appointment, during their appointment, and when they leave.

A word of warning! Make sure you don’t say the caller/patient’s name too often. You want it to be natural and thoughtful, not robotic and insincere.


If your new patient numbers are down, or if you’ve “sensed” for a while that something’s just not working as well as it should be, as it relates to the phones… then Click here for a  copy of my Free Report, right now:
Download  your copy of my Free Report


At present I have availability for four 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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