How important is how a caller feels during the first phone call? It is the whole ballgame. The third slat of the call is mood and feeling, and it decides more than any script line ever will. A prospective patient calls three to five practices before they choose, so by the time they reach you they are comparing how each call made them feel. The one who wins is the practice whose team member sounds like they would reach through the phone, grab the caller by the shoulders, and pull them in to save them from the mistake of picking someone [...]