How do I get my dental team to follow a phone script in the right order?
Stop calling it a script and start treating it as a sequence your team has to master, in order, every single time. The reason I drill the steps in sequence is simple. If your team jumps around, they get off track, they forget a question, and it is brutal to back paddle once a caller has wandered somewhere else. My job as your coach is to teach them connection, interrupt, and control so they can redirect a chatty caller back into the steps without sounding rude. Your job as the leader is accountability. You hold them to the order. Think of it like a surgical checklist. The pilot does not skip items because the flight feels routine, and your front desk does not skip steps because the call feels easy.
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.