Why should I record and listen to my practice's new patient calls? Because you cannot fix what you never hear, and right now you are guessing. Live call recording replaced the old mystery shopper for one reason. It shows you exactly what a stranger experiences when they reach your practice, with no one performing for the boss. I have listened to thousands of these calls, and the gap between what dentists assume happens and what actually happens is enormous. The rushed hold, the campaign nobody recognized, the warm caller who got handled like a chore. You will not believe it until [...]