Should I make the front desk handle phone calls their own way? No, and letting them is one of the most expensive habits in dentistry. When ownership stays hands-off, the team makes up its own rules of engagement on the phone, and those improvised rules rarely convert implant patients. Everyone has a slightly different greeting, a different way of answering the price question, a different idea of follow-up. The result is chaos dressed up as personality. The phone is the front door of your practice, and a front door should not open differently depending on who is standing near it. I [...]