How do I coach my front desk to ask a patient about emotional pain instead of physical pain? Train them to understand the question is not about a toothache. The most important question on a new patient call is not where it hurts. It is what happened. What was the last event, the trigger, the moment a person decided I am done, I cannot take this anymore and picked up the phone. People do not want to call the dentist. By the time they do, they are at the end of their rope. So I teach a team member to ask [...]