When to Invest in Phone Training for Your Team

Should I get phone training for my team beyond the basics?

If your numbers say the phone is leaking, then yes, without hesitation. There is the passive kind of training, the tenets you print out and have everyone read so the team is on the same page. That is the floor, not the ceiling. Make sure it happens first. But reading a few principles does not turn a front desk person into someone who can handle a nervous caller asking about a full-arch case worth tens of thousands of dollars. That takes real, active coaching. Here is how I decide: let the monitors tell me. If calls are coming in but consultations are not, and the slip shows the same questions getting skipped, that is the signal to invest in deeper training. Don’t buy it because it sounds nice. Buy it because the gauge is reading low and you know which conversation is costing you cases.

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.