“At my dental practice, we found there was an order of events at the end of the appointment that worked best for our practice, and for our patients, that allowed the practice to achieve its best results.”

“Just because the caller has not phoned for a dental appointment this time, doesn’t mean that they will never ever need a dental appointment or want to refer someone to that dental practice for treatment.”

“Clarity comes from having somebody else to look at your problems with you and help you solve those problems. But advice without action is pointless.”

“In business, your customers really want to know how much you care, before they even want to think about handing over their hard-earned to you.”

“When you build a practice based on providing great service you can charge more and patients will still beat a path to your door”

“Some front office team members are never trained regarding the vital importance of their role in keeping the patient on track with completing all of their diagnosed dental treatment….”

“No review is better than a bad review. It should always be the goal of your practice to eliminate any potential for bad reviews.”

“What the patient wants is predictability and longevity.
What the patient does not need is a repair of limited prognosis that is expected to fail in the short term.”

The providing of information to patients without securing them their next appointment is actually a disservice to the patient and a COP-OUT

“If there is no purpose to our communication, then that communication is purely and simply just noise.”

“The dental receptionist did not know how to ask the best questions to find out the real reason and purpose of the phone call.”

“If you cannot communicate well with your customers, on a regular basis, your customers will leave you and soon you will have very few people that you will need to communicate with.”

“The reason most people don’t change is that they don’t want to.”

“When the dentist performs the handover at the front office, this is also a very poor use of the dentist’s time.”

“All this receptionist did was to push a prospective appointment of unknown value away to another dental practice.”