Why does my front desk team ignore the phone scripts I gave them? Because you handed them a script and then walked away. A system only sticks when the doctor owns it out loud. If you never say this is how we answer phones here, nobody adopts it, and within a month they drift back to freestyling every call. I can hear it instantly when I listen to recordings. The offices where the doctor is genuinely involved sound completely different from the ones where the team is roaming with no structure around them. So put the call steps on your own [...]