Should I show my big-case sales training to my front desk and key staff? Yes, if you run a transparent practice. There is nothing wrong with sitting your key staff down and walking them through the same thinking you went through as the owner. The people answering your phone and greeting patients are the ones executing most of this, so hiding the strategy from them makes no sense. When they understand why the process exists, not just that you told them to do it, they buy in differently. They stop treating the phone script as busywork and start seeing how their [...]