Why does my receptionist sound robotic when answering new patient calls? Because she is internally focused. She is thinking about the practice, the intake, the questions she has to get answered, next, next, next. That is exactly what makes her sound like a cop saying license and registration. The fix is to flip her attention outward. Externally focused means the person comes first and the business comes second. Relationships first, paperwork second. So when the caller blurts out a question, she answers with the same warm voice and says, that is a great question, may I have your name. That single [...]