How involved should the dentist actually be in phone training? More involved than you think, and probably more than you want to be. The single biggest predictor I have seen over many years is the doctor staying in the process. Not buying the marketing and disappearing. Actually embracing the call steps, keeping the slip on your desk, and talking about it. When you sit and listen to a recorded call alongside the person who took it, something shifts in the room. The team thinks, the doctor really wants me to do this, the doctor is actually here listening with me. That [...]