How do I get a talkative caller to follow my lead on the phone? You earn it by sounding like the captain. When a prospective patient finally calls, they spill the beans, a long emotional story with a lot to get off their chest. That is good, let them. But while they talk, your job is to make them feel like the person on the line is the conductor, the one who knows exactly what happens next. The simple move of saying that is a great question, may I have your name, after their opening question quietly takes the wheel. They [...]