When patients call your dental office, the first point of contact they have is with the person who answers the phone, which is why dental front office training is so important. The dental phone greeting sets the tone for the call and will help make your company look organized, upscale, and well-put-together.

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Although a potential patient may discover your practice through the internet or personal contact, most prospective patients will get in touch with your dental office on the phone. Your receptionist will have to manage the appointments of existing patients through the phone as well. This means the way your front desk receptionist communicates on the phone will profoundly impact your practice’s success, so you can understand how important dental office phone training.

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To provide some context, Alex Nottingham is my husband and founder and CEO of All-Star. I am the co-founder and VP of Training for All-Star and developed the Phone Success Course for All-Star’s online training program. Alex’s father is a dentist and had his own practice for nearly five decades. A few years after Alex and I met, his dad asked Alex for his help with the business side of the practice.

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Every role in the office is important in a dental practice, but success starts and ends with the dental front office training. The front office represents the practice to potential patients who call in. It’s where your existing patients schedule appointments, and the source of those pesky cancellations, late appointments, and no-shows.

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Get the best of both worlds! Train your dental team to deliver the highest level of customer service. Be The Ritz-Carlton and Bloomingdale’s of dentistry. Give your patients the All-Star patient experience and get results Guaranteed. More money and less stress. It’s that simple.

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Speak slowly and clearly. It sounds obvious, but it’s easy to allow your pace and tone of voice get out of control if you are feeling rushed, nervous, or generally in a bad mood. Just keep this in mind when speaking with a patient, especially a new patient. Tip: take a deep breath before answering the phone. Be happy, upbeat, and smile! Believe it or not, a caller can sense your physical “mood” over the phone. A smile helps you sound interested and genuine.

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I don’t mean to portray the practice as dysfunctional.  In reality, the practice was very much reflective of how most dental practices operate. The lack of attention on service, combined with negative attitudes toward change and a shortsighted vision from the dentist inevitably results in a stagnant environment. Patients can feel that when they visit, and typically find it underwhelming.

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I know getting reviews like this is frustrating and it’s all a part of marketing in today’s world. If you respond calmly and professionally, you’ll get more positive reviews in the future, and it’ll make the one negative review seem unimportant.

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Dental coaching should pay for itself! Rather than waiting years for a return on your coaching investment, our coaching process is designed to more than pay for itself within 90 days, so your focus can shift to long-term growth strategies.

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The front office represents the practice to potential patients who call in. It’s where your existing patients schedule appointments, and the source of those pesky cancellations, late appointments, and no-shows (who likes those, right!? It’s also where (typically) money flows in – a critical part of the business. But it’s interesting that we are likely to find the lowest paid and least trained employees in the practice running the front desk.

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