I am fascinated and confused when I read dental articles and blogs, that list all the questions that patients ask when they call a dental practice.

I listen to calls coming into dental offices and these are not the questions that your patients or prospective patients are asking.

These are the questions your patients are asking:

“Are you open on the weekend?”

“Are you open?”

“Can I come to the dentist right now?”

“Can I get my teeth cleaned?”

“Can I get in today?”

“Is it safe to come to the dentist?”

“Do you have a payment plan?”

“How much will it cost me?”

“What will I get back from my health insurance?”

“Will it hurt?”

“Do you have afterpay?”

“Do you have parking?”

“Are you gentle because I am really afraid of dentists?”


I am not hearing these questions being asked by callers:

“Is it normal when my gums bleed?”

“How often should I go to the dentist?”

“What are the long term consequences of this?”

“Why should I choose your practice?”

“How do I know if my teeth and gums are healthy?”

“Do you think I should keep my tooth?”


I’m not too sure where these questions come from but they are questions we think our patients are asking but they are NOT!

When you know the real questions your patients are asking, you can start to be prepared for how you will answer these questions.

Every single time a caller calls you with a dental question you know one thing immediately.

That caller has a dental problem or concern they want help with.

When you really know what your patients are asking you can work on how best to answer them.

The best answer to an initial patient question, is to find out more by asking your own questions.

By doing this, you start to unravel the callers dental problems and concern.

When you know more, you can help more!

Think about it.

How can you properly answer an initial patient question on a phone call when you know nothing about the caller and specifics about their dental problem and concern.

I often hear dental teams concerned that it is rude not to answer the caller’s questions.

Of course you will always address every question a caller ask you but it is all about timing.

Avoid jumping in too soon to answer the question. Once you take the opportunity to ask your questions and find out more, your answer may be a lot different and you help them a whole lot more!

Once you know how to easily start asking questions you will stop being afraid of asking questions. It will be a normal part of your phone conversation.

Always start your conversation by framing it up, so you have permission to start asking questions.

“John, so I can help you, do you mind if I ask you a few questions first?”

Really, who is going to say no to this.





Here is my Master Class, 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! http://www.calltrackingexcellence.com/

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