One of the main concepts in All-Star Dental Academy's Dental Phone Training is to take a bit of time to try to understand the entire scope of a potential patient's healthcare issue, and not to make assumptions about their needs. To illustrate how this can affect...
Begin rant about enthusiasm and passion on the phones... Today, I set out to find a new primary care physician. I found an office in our area that had relatively good reviews and had nice photos of their office and services on their website. Excellent! Not so...
Phone scripts are killing your customer service The customer interaction has never been more important than in today’s independent dental practice. Where corporate practices are able to cut prices and invest heavily in marketing, the...
Recently, our All-Star Dental Academy team had the pleasure of visiting Orlando, Florida for a dental marketing conference. Alex and I stayed near the convention center at a hotel that was reasonably priced, very nicely appointed, and threw in a free breakfast. Upon...
Dentaltown's Howard Farran hosted Alex recently on his podcast. They chatted about how independent practices can compete in the new dental economy by highlighting the value that the independent dentist can provide. Providing value through service is the critical...
Nearly every day, I hear dentists gushing about the latest and greatest cool gadgets and office equipment that they have recently purchased… everything from Cerec to special lasers and yet another camera. We get it, dentists are techies to the core and they like their...
Recently, I was thinking of dental office phone skills while my husband and I took up dance lessons. We have always been good in the basics of what is called “prom dancing,” and “winging it” on the dance floor. Unless you requested the Electric Slide or the Chicken...
Watch Xaña Winans' short clip where she discusses how to improve phone skills. Click here to watch the entire interview on DentalTown. Xaña Winans is a dental marketing strategist, international speaker, and author. She...
Dentist’s question: Usually, my front desk dental reception position will try to engage a new patient on the phone, but the other phone lines will ring, constantly interrupting her. We have a small office so multiple front desk personnel are not feasible and the...
This question (Do you take my insurance) is known to strike fear in the heart of even the most experienced front office team members. Why? Because so many of them believe that if the answer is anything less than a resounding YES, the patient will choose to...
We had an exciting study club. During this action-packed study club, we have examined how to answer the most difficult questions that arise on the phone and how to work with the most challenging patient personality types....
Many times we get questions of front desk etiquette in the dental office with respect to patient “order of importance.” This question came in during one of our recent Dental Practice Excellence webinars. The dentist asked, “Is the person on the phone more important...
"The five-star reviews are rolling in and the phones are ringing off the hook!" - Dr. Jennifer Wayer
1. Get QUALITY patients without selling
2. Banish broken appointments
3. Reduce turnover by 25%
