Phone Skills Archives | All-Star Dental Academy

Case Acceptance Black Hole: Where Your Dental Dollars Disappear

by Alex Nottingham, JD, MBA | Sep 4, 2019 | Case Acceptance, Leadership, Management, Patient Experience, Phone Skills, Scheduling, Training

Many dentists believe that all their revenue problems lie with case acceptance. But there is an interesting financial reality that parallels the patient journey from first contact through case presentation, case acceptance, treatment and follow-up. Essentially, there...

All-Star Quick Tip – Avoiding the “S” Words

by Alex Nottingham, JD, MBA | Aug 5, 2019 | Management, Phone Skills

Training mistakes to avoid include a reliance on the two “S Words.” The first word is “selling.” Selling mean to impose on someone to have them to do something you want. Good at business? A focus on manipulating a patient is a losing proposition. Yes, as a...

Banish Broken Appointments!

by Alex Nottingham, JD, MBA | Jul 24, 2019 | Leadership, Management, Patient Experience, Phone Skills, Training

A critically important challenge for a dental practice is banishing broken appointments. There is nothing more insidious than a patient failing to show up. When you combine the time and energy spent preparing for the appointment with the inability to recover the lost...

Dental Telephone Scripts: Stop Using Phone Call Scripts!

by Heather Nottingham | Jul 17, 2019 | Leadership, Management, Phone Skills

I think that it is safe to say that most people – especially dental patients and team members – have a less-than-ideal relationship with dental telephone scripts. How many times have you called a company and the agent who answers sounds a bit off –...

5 Common Mistakes with Dental Front Office Training (and how to fix them fast) -Virtual Dental Front Office Training

by Heather Nottingham | Jul 3, 2019 | Phone Skills, Scheduling, Training

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...

Dental Receptionist Training – Trial by Fire?

by Heather Nottingham | Jun 19, 2019 | Management, Patient Experience, Phone Skills, Training

I finally got around to writing a blog post that reflects my experience with dental receptionist training – the good and the bad. Setting the Stage So, to provide some context, Alex Nottingham is my husband and founder and CEO of All-Star. I am the co-founder and VP...