What is the right order of steps when handling a new patient phone call? Front load the relationship, not the paperwork. The first four steps are the ones that close the appointment. Greeting that shocks them with warmth. Then, that is a great question, may I have your name, and write it down. Then ask what got them to call today and dig for the emotional pain. Then repeat that pain back and confirm it before you move to scheduling. Get those four right and the appointment is essentially booked. Everything after is the assumptive mindset of scheduling and, if they [...]