Should Your Front Desk Use a Phone Script?

Should my front desk use a phone script for new patient calls?

Yes, and stop flinching at the word. Script is the S word dentists hate, right alongside sales, and that resistance is exactly why their phones underperform. A phone slip is not a robotic read. It is the proven path through the call so your team hits every slat instead of winging it and dropping the patient somewhere. The skill slat of the call is precisely this, whether the person answering is trained, coached, and monitored to follow a real intake flow, not just fill out a form and book a slot. A surgeon follows a checklist for a reason, and so does a pilot, and neither one sounds robotic doing it. Give your front office expert a written prospective patient phone slip, make sure they actually use it, and review the recordings. Improvisation feels authentic and converts terribly.

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.