You can have the best marketing strategy in the world, but if your phone skills are lacking, patients will walk. In this episode, Dana and Sandy get real about what happens when dental teams unknowingly drive callers away with poor phone habits, disconnection, or defaulting to “no.”

They walk through mystery shopper call examples, red-flag language to avoid, and the mindset shift every front desk team member needs to convert, not repel, new patients.

This one’s packed with real talk, laugh-out-loud stories, and practical ways to be the cheerleader your practice needs.

You’ll learn how to:

✅ Build rapport in the first 7 seconds of a call ✅ Ask the right questions during discovery ✅ Avoid “no” language and still set boundaries ✅ Take control of the appointment conversation ✅ End calls in a way that reduces broken appointments

📓 Listener challenge: Call your own office or listen to a recorded call (if legal in your state). Would you schedule an appointment based on how it sounds?

Key takeaways:

• Your marketing dollars are wasted if your phone skills don’t back it up.

• “Unfortunately” and “Sorry” are red flags—replace them with warmth and guidance.

• Patients don’t want homework. Take the lead, get their name and number first.

• Schedule with confidence. Too many options = confusion.

• A cheerful, confident voice beats fancy scripts every time.

🔊 Special thanks to our sponsors: 🦷 Plan Forward – Simplify and grow your dental membership plans with ease. Learn more at planforward.io 📣 Identity Dental Marketing – The industry’s go-to for branding, SEO, and growth. Discover how they can elevate your practice at identitydental.com

📲 Join the conversation! Drop your favorite phone call tip or share a “worst call ever” moment in the Dental Drill Bits Facebook Group—your post could inspire our next episode!

Let me know if you’d like a shortened version for social, or if this episode will also be linked to a specific event or download!