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In this episode of Inside Dentistry Support, Sarah Beth Herman dives into the heart of onboarding new clients and delivering top-tier phone support. She talks about how important it is to really understand the ins and outs of a dental practice—from the doctors’ names and office hours to the services they offer and the policies they follow. That kind of knowledge, she says, is key to providing accurate, confident, and professional support.

Sarah Beth also unpacks the importance of tone, clarity, and responsibility when speaking with patients over the phone. It's not just about reacting—it's about responding with intention. She shares how tools like the office Wiki and Microsoft Teams help the team stay aligned and keep communication strong.

At the core of it all is the goal to build trust, represent each dental practice with excellence, and help retain patients by making every phone interaction a positive one.