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I was recently listening to a debate between a man and a woman and one of the participants said,

 “Everyone who knows me, knows those words don’t represent me.”

The truth is, our words do represent us.

Very much so!

What we say to people is who we are.


I know there are times when we get annoyed and mad with a situation but how we respond and what we say in the situation says a lot about who we are.

This is how it is in our personal life and our work life.

Most work places involve communicating with people.

Many people answer the phone in their jobs each day and their words have a big impact on the people listening.

Knowing what to say and how to say it are an important part of getting it right.

Working in a Dental Office is a work place where words are so important.

When we answer the phone our words need to be kind, friendly, assertive, supportive, understanding, compassionate and helpful.

Our words represent who we are in our Dental Office and they represent our business.

We need to choose them carefully and wisely.

Thinking our words don’t represent who we are, is just crazy.

People judge us on our words.

The people answering the phone in our Dental Office have a huge responsibility when they talk to people.

They have the potential for everything to go terribly wrong if they say the wrong words.

Answering the phone does still need to be a natural and spontaneous conversation but thoughtfulness is needed as well.

You want to connect and help the caller and then make them an appointment to see the Dentist.

So think carefully about who you are when you answer the phone and always keep in mind that every word you say represents who you are both personally and professionally.


This blog  features 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 only ONE new private client. 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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