Why do prospective patients hang up even when my front desk says all the right things?
Because the words are not the thing they are judging. The caller is reading mood and feeling, and they decide in seconds whether the person on the other end actually wants them. If your front office expert sounds like they are processing a form, the patient feels it instantly, and no perfect script saves you. They need to sense that this person would reach through the phone and grab them by the shoulder to keep them from making a worse choice elsewhere. That feeling has nothing to do with your clinical reputation. It lives entirely in the voice taking that first call. So stop fixating on the lines and start coaching tone, warmth, and genuine wanting. The patient is not buying your dentistry yet. They are buying whether you care.
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.