How do you find the underlying motivator that brought a patient to the phone in the first place? By asking, listening, and following up. Nobody dials a dental office at random. Something happened. Physical pain in a tooth. Embarrassment about a smile at a recent event. A spouse's comment. A photograph that triggered the call. A milestone like a wedding, a graduation, or a job interview. The motivator is sitting underneath the surface inquiry, and finding it changes everything about how the rest of the conversation runs. The front office team member should be trained to ask open-ended questions that surface [...]

How do you find the underlying motivator that brought a patient to the phone in the first place? By asking, listening, and following up. Nobody dials a dental office at random. Something happened. Physical pain in a tooth. Embarrassment about a smile at a recent event. A spouse's comment. A photograph that triggered the call. A milestone like a wedding, a graduation, or a job interview. The motivator is sitting underneath the surface inquiry, and finding it changes everything about how the rest of the conversation runs. The front office team member should be trained to ask open-ended questions that surface [...]

How do you find the underlying motivator that brought a patient to the phone in the first place? By asking, listening, and following up. Nobody dials a dental office at random. Something happened. Physical pain in a tooth. Embarrassment about a smile at a recent event. A spouse's comment. A photograph that triggered the call. A milestone like a wedding, a graduation, or a job interview. The motivator is sitting underneath the surface inquiry, and finding it changes everything about how the rest of the conversation runs. The front office team member should be trained to ask open-ended questions that surface [...]