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 [...]