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I heard this line recently while watching the Footy Show on Channel Nine…

“You Have To Get The Front Office Right Before The Players Start Playing!!!”

And I thought….

This is so true for the Dental Office.

Your Front Office is vital to the success of the Dentists down the back of the surgery.

The appointments made are the patients they see.

No appointments made. No patients to see.


What expectations do you have of the people in your business who are making appointments? Do they know what those expectations are?

Everyone working in the Dental Office should be expected to do certain things each day, each week and each month.

The people working in the Dental Office should also know and be clear about what these expectations are and what they need to do to meet them.

I believe the serious players in your Dental Office want to know what you expect and what they are accountable for.

Always ensure the expectations are achievable and people have the skills to achieve what is expected of them.

If expectations are not being met it can be a true indication that more skills are needed. Proper training and skills are always needed to be able to achieve.

Meeting expectations creates accountability.

Accountability means results will be achieved.

One expectation we have of the Front Office people is that appointments are made when calls come into the office.

It is always fascinating how many calls are received in a Dental Office and are not converted to appointments. Even more fascinating is that the number of non-converted calls to appointments is not recorded or measured, so no one knows the amount of business that is actually being lost.

The best way to make sure your expectations are being met is by measuring. The numbers never lie and will be an indicator if something is not being done or not being done correctly.

It is always worth stopping and evaluating the people at the front of your office. See how they are performing. See if they are meeting your expectations. Make sure they know what you expect and make sure they have the skills and knowledge to meet those expectations, and exceed your expectations.

You always want to be playing the best game you can play!


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 three 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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