I heard this line recently while watching the Footy Show……

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

And I thought….

This is so true for the Dental Office. This is true for every business.

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

The appointments made are the patients you see.

No appointments made MEANS no patients sitting in the dental chair which means no treatment for the patient and no production for the business.


It makes sense to make sure your front office is buzzing and everything is running well.

A good question to ask yourself right now is…..

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 these expectations.

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

Always ensure your 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.

I often see Dental Practices with under skilled teams who are trying their best yet never quite achieve the results their employees would like.

When your team have the necessary skill and education and are fully aware of what you expect, then they can be accountable for their results.

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

Yet, how how many calls does your office receive every day, that are not converted to appointments.

Even worse, do you even know the number of calls not converted to appointments?

The best way to ensure 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 on your front 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!


What exactly is going on, on your Dental Practice Phones?

Call Tracking Excellence is a RESULT, not a product.

Call Tracking Excellence is More Patients MAKING appointments.

Call Tracking Excellence is More Patients KEEPING appointments.

If you are interested in my Call Tracking Service or have any questions please call 1300 378 044 or email jayne@thedpe.com. Stop missing out on making appointments.



Dental Phone Excellence is a simple to implement, complete Phone Answering System I developed that helped me to build an extraordinary dental practice in the heart of working class Western Sydney.

If you’d like to know more, download my sixteen page FREE special report “How I Quickly and Easily Went From 35% to 77% New Patient Telephone Conversions, and Doubled The Size of my Dental Practice Along the Way” and discover some of the many costly mistakes being made on your phone…..



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