I have worked with many teams over the years and there are teams and individuals who really get what they learn and how to put it all into action at the practice and help with the growth of the practice.

These individuals and teams are clear about their responsibility and understand their accountability in doing what they do each day. They willingly follow the steps they are given and have amazing compliance within the practice.

Congratulations if this sounds like your team.

These people are definite keepers in your business.

Nurture them and celebrate what they contribute to your growth!

Then there are the teams and/or individuals, who seem lost and struggle to take action.

So why does this happen when you have easy to follow steps and procedures?

The answer is simple.

There will ALWAYS be team members who make a decision that they are not going to follow instructions, everything is just too hard, and they will only do what they have to do.

These are the team members who turn up for work each day, groan, and complain about something or everything then leave at the end of the day, achieving only what they have to, and they do not make much of a difference in the practice.

Somehow, they start to go unnoticed, you get used to them and fear having to replace them.

Sorry if you have team members with you right now who fit this description.

Now there are always a number of reasons why team members decide to be non-complaint or only do what they have to do.

Yes, I know, some team members are lazy, they have a bad attitude or they want to sabotage your business.

But the first thing you need to do is to determine what the reasons are.

Why are team members struggling to do what they need to do?

Once you get to the bottom of what is holding up your team members from taking action, you have an opportunity to look for a solution.

I have seen some team members needing more explanation and a few more steps to follow to help them on the road to success.

This is a very worthwhile exercise, as I have seen many great team members who were having trouble taking action and getting results and once, we found a way to help them, they blossomed.

We all have obstacles to overcome when we are learning and doing.

One of these obstacles is a LACK CONFIDENCE due to low self-esteem and having failed with something similar before. Our team members can suffer from negative self-talk! Have open discussions with your team and offer encouragement and support and give them some time to complete tasks.

Another obstacle that gets in the way of learning and doing is having a BAD ATTITUDE outside of work, that is brought into the workplace. This can be difficult to solve, and you have to make a decision early on, as to how much time and energy you will give to this individual. There is also the risk that a team member with a bad attitude will negatively influence the entire team, you have all heard the saying it only takes one bad apple!

Some team members have a FEAR OF FAILURE.

They will be embarrassed if they can’t do something, so they sidestep it rather than deal with feeling inadequate, sometimes they fear losing their job!

Always give your team permission to get it wrong and make errors.

Team Members can also feel UNDER VALUED AND, UNAPPRECIATED and it can cause them to under-perform and stop being their best. Continually monitor your team’s performance and reward them. Showing appreciation is so important. Everyone yearns for recognition and to feel important.

A big part of learning and doing is doing it wrong at the start and being ok and feeling safe on the journey of learning.

Always be clear about what you expect from your team and then help them be able to achieve what you want from them.

Give your team a chance to get past what is their way of learning and doing.

As I said before, many great team members will blossom with a bit of help and encouragement.


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 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

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! http://www.calltrackingexcellence.com/


If you want to know about the Dental Phone Excellence System I developed over many years working in my own Dental Practice and the same System I now share with many Dental Teams, then give me a call or send me a quick email.

The teams I have worked with all say how much easier it is using the Dental Phone Excellence System, when they answer calls and how many more kept appointments they make and confirm for their patients.

1300 378 044 or jayne@thedpe.com.





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