It’s that time of the year and as it draws to a close, you think about the year gone by.

What you achieved and what you did not achieve.

Did you stick to your goals?

Maybe you did not set goals and now wish you had.

You think about the good and bad and how your business has grown or declined.

Did you get it right or did you get it wrong?

Every year is a test with something to create friction in your business. This year was all about the economy and interest rates, which was having an impact on whether patients went ahead with their dental treatment and care.

You have had to work harder to convince patients that going ahead with treatment is important and worthwhile.

With everything going on around you and the influence it has on your patients, there is one thing that is your saving grace……….

The way you make your patients feel.

No matter what, if you can continue making your patients feel good every time they see you, then you will always have a level of success no matter what!

Your business is ALL about YOUR patients and the patient experience they have on the phone and at your practice.

How you make a patient feel is what keeps your patients loyal and returning to you, even when times are hard for them.

So, ask yourself these questions:

  • Did you listen and ask questions on the phone calls?
  • Were you polite, professional, helpful and in control on the phone call?
  • Did you wait and not interrupt the caller?
  • Were you agreeable even when you did not agree with a patient?
  • Did you answer the phone the correct way?
  • Did you let the caller take their time and not rush them on the call?
  • Did you look for a solution when you were scheduling appointments?
  • Did you offer your patients some choice with appointment times and days?
  • Did you try your best to find appointments for patients when they were scarce?
  • Did you always stand up to greet your patient when they arrived at your practice?
  • Did you offer anything to your patients when they arrived at the practice?
  • Did your patient leave with a clear next step and a confirmed appointment?
  • Did you try your best to keep patients in their appointments for treatment and care?
  • Did you help make your patients feel welcome and acknowledged?
  • Did you keep in touch with your patients?
  • Did you prioritise what was most important and spend the most amount of time on that?
  • Did you offer a solution to every problem?
  • Were you calm during difficult conversations?


If you answered no to any of these questions, you now have an opportunity to make changes.

2024 is going to be the year of fixing what is broken, continue doing what is working, take more action with what counts and be consistent.

Stay safe over the Christmas break and New Year. And remember as important as your business growth is, you and your family come first.

Merry Christmas 2023 from my family to yours. xxx



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 over 60 Worksheets, 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

Click this link to find out how to get started. It’s that easy!


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