Should I make the front desk handle phone calls their own way?
No, and letting them is one of the most expensive habits in dentistry. When ownership stays hands-off, the team makes up its own rules of engagement on the phone, and those improvised rules rarely convert implant patients. Everyone has a slightly different greeting, a different way of answering the price question, a different idea of follow-up. The result is chaos dressed up as personality. The phone is the front door of your practice, and a front door should not open differently depending on who is standing near it. I teach a fixed ten-point sequence for a reason. It controls the conversation from the first second and gathers the marketing and sales information you need. Discipline here is not about robbing your team of warmth. It is about giving every caller the same excellent experience instead of a coin flip.
If the answers you are finding here resonate with you, my team and I work with a small group of clients each year. The next step is a complimentary Discovery Consultation and Practice Review with Dr. McAnally.