Blog - Page 18 of 310 - The McAnally Selling System

Why Your Team Won’t Follow a New Phone Script

james2026-06-18T00:00:00-04:00

Why won't my team use a new phone script even after I send them to training? Because training was never the thing that makes it stick. You are. I have watched plenty of practices spend money on classes and then watch the new system die within two weeks, and the reason is always the same. The doctor went quiet. If your team does not hear from your mouth, on a regular basis, that this matters to you, they will quietly drift back to freestyling. A class is an event. Accountability is a habit. Every single day you have to ask how [...]

Why Your Team Won’t Follow a New Phone Scriptjames2026-06-18T00:00:00-04:00

Build a Caring Dental Practice Culture

james2026-06-18T00:00:00-04:00

How do I build a practice culture where my team genuinely cares about nervous callers? Start by teaching your team what a caller actually went through to dial your number. Most people do not like going to the dentist. By the time someone calls about missing teeth, they have probably been putting it off for years and something finally broke them. When your team understands that calling was the single hardest step, they treat the call differently. I teach them what I call love language, the genuine concern and reassurance that goes beyond any phone slip. You made the right decision [...]

Build a Caring Dental Practice Culturejames2026-06-18T00:00:00-04:00

Stop Your Front Desk From Flat Calls

james2026-06-18T00:00:00-04:00

How do I keep my front desk from sliding back into flat question and answer calls? By accepting that one training session will never hold and building in constant reinforcement. The pull toward question, answer, question, answer, schedule, hang up is powerful because it is fast and it feels efficient. But that flat call strips out every bit of emotion, intimacy, concern, urgency, and encouragement, and the caller hangs up feeling like her problem was no big deal. Then she does not show. Your team is not lazy when they revert. They are human, and the old pattern is the path [...]

Stop Your Front Desk From Flat Callsjames2026-06-18T00:00:00-04:00

Doctor Leadership and Team Accountability

james2026-06-18T00:00:00-04:00

Why does the doctor need to be the one holding the team accountable for new systems? Because a system without an owner dies the week the coach leaves. I can teach your team every step and every word, but I am not there at four o'clock on a busy Thursday when it would be easier to skip the hard question. You are. As the leader, holding your team accountable is not optional and it is not something you delegate to whoever happens to be at the desk. Change is hard. People revert to old habits the moment the pressure is off. [...]

Doctor Leadership and Team Accountabilityjames2026-06-18T00:00:00-04:00

Train Your Team in Problem Agitate Solution

james2026-06-18T00:00:00-04:00

What is the problem agitate solution method and how do I train my team to use it? It is a sales structure that has been around forever, and it only comes out when a patient pushes back on scheduling. The problem is not I need implants. The problem is the story she told you, the emotional pain, the grandson, the moment she said enough. So you repeat that problem back. Then you agitate it, gently, with concern and a little urgency, reminding her this is a big deal and she said so herself. Then you offer the one solution, which is [...]

Train Your Team in Problem Agitate Solutionjames2026-06-18T00:00:00-04:00

Collect Every Patient Contact Information Detail

james2026-06-18T00:00:00-04:00

Should I always ask new dental patients for multiple phone numbers and contact methods? Yes, and train your team to ask for all of them every time. The work number, the cell, the home line, the email. Do not assume everyone lives on a single cell phone, because plenty of people still carry more than one way to be reached. The reason is follow up. Even when your team runs the call perfectly and the patient still does not schedule, you need every possible channel to stay in touch and try again later. A caller who would not book today is [...]

Collect Every Patient Contact Information Detailjames2026-06-18T00:00:00-04:00

Handling the Implant Price Question on Calls

james2026-06-18T00:00:00-04:00

How does my front desk handle a caller who only wants to know the price of implants? First, change the word. When a caller asks the price of implants, teach your team to answer with the word investment, not price. Mary, tell me what got you to call us today about implants and the investment. Notice we do not dive in and start firing back clinical questions about pain or whether she wants an appointment. We control the call and build the relationship first, because that is what raises the odds she actually shows up. Price framing makes treatment a commodity [...]

Handling the Implant Price Question on Callsjames2026-06-18T00:00:00-04:00

The Most Important Phone Question Your Team Asks

james2026-06-18T00:00:00-04:00

What is the most important question on a new patient phone call and why should my team master it? The single most important question is the one that uncovers why this person is calling right now, today. Not what procedure they think they need. The real answer is the emotional decision-making factor, the last event that pushed them over the edge. It is also the hardest question for a team member to ask, which is exactly why it gets the most coaching. They ask it once, get a half answer, and immediately slide back to scheduling logistics. So I teach them [...]

The Most Important Phone Question Your Team Asksjames2026-06-18T00:00:00-04:00

Train Your Team to Repeat the Patient Story Back

james2026-06-18T00:00:00-04:00

Why should my team repeat a caller's story back to them? Because if you do not, the caller will talk herself out of the appointment before she hangs up. After a patient tells your team member the real reason she called, the next move is to repeat it back to her with genuine concern. So you told me your grandson made fun of your missing teeth again last week and you cannot take it anymore, is that right. This does two things. It proves you listened, which matters enormously to someone who took years to work up the nerve to call. [...]

Train Your Team to Repeat the Patient Story Backjames2026-06-18T00:00:00-04:00

Leading Your Dental Team Through a Change

james2026-06-18T00:00:00-04:00

My team resists a new patient communication system. How do I lead them through the change? Expect the resistance and name it before they do. When I teach a team the emotional pain step, they look at me and say that is really different. They are right. It is very different from the question and answer reflex they learned everywhere else. But here is what I tell the doctor. This is no different from the day you brought a new piece of technology into the office. Everybody had to stop, learn it, and change a habit they had run on autopilot [...]

Leading Your Dental Team Through a Changejames2026-06-18T00:00:00-04:00

Previous 171819 Next

Big Case Marketing Blog