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Once a person has decided its time to visit the dentist, whether it’s because they have not been for many years or because they have just moved into the area, they then have to decide which Dentist to see.

Deciding which Dentist to see is very confusing for many people.

What should they be looking for in a great Dentist and Dental Office?

All Dental Offices need to think about this.

Why will someone choose your Dental Office?


I believe the two most compelling reasons why people choose a Dental Office is because firstly, when they first called the office they like the person they speak to on the phone and secondly, they trust the person they speak to on the phone.

Too easy…

Well is it that easy?

If it is that easy then why do most Dental Offices have so many people calling and no appointment is made and they never hear from the caller again. We don’t know why they have not made an appointment and never will.

Surely our team are friendly and polite on the phone. Then why don’t some callers make an appointment?

What more can you do?

Being polite and friendly is a very important part to being liked, but there is more.

Get to know the caller.

We will always like someone more when they spend the time to get to know us and really understand us.

The best way to do this is:

  • Acknowledge the concerns of the caller
  • Say the person’s name during the call
  • Listen to the caller
  • Stay positive and agreeable
  • Find something in common with the caller
  • Match how the caller is speaking
  • Ask the caller specific questions about themselves and their needs
  • Look for solutions
  • Help the caller make a decision

You want to move away from being too generic. By that, I mean asking the bland questions everyone else has asked them before when they have called other Dental Offices.

I know there are some standard questions you need to ask to determine what the callers’ concerns are but make your questions personal to each of those callers.

Once you get to know your caller you will soon know if they like you or not because they will then start to trust you.

Trusting you to make them their Appointment.

I know it is a lot to achieve with someone you have never spoken to, for less than 6 minutes on the Phone, but it can be done with the right efforts and the right skills.

And skills are learnable.



This blog will feature simple practical ideas that are easy to implement tomorrow in your Dental Office, impacting immediately on your Patients’ Dental  Phone Experiences, and ultimately, improving your practice profitability.

At present I have availability for two 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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