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31 Mar 2017 | Auxiliary

news > News and Events > Page 8

What’s being said on the phone?

By Anita Roubicek

Practice Management

Being the person at the dental front desk is a huge challenge. You are balancing the patients in front of you, the daily schedule, the needs of the hygienist and dentist and also talking to people on the phone.


Often it is the phone calls that get the least focus and attention. This is because they are unscheduled, happen often and can be seen as an unwelcome interruption to an otherwise busy day. Without training, it's easy to forget the potential value each of these calls represents.

Phone conversion is key

A key role of the front desk person is to convert callers into new patients.

For this to happen, new callers need to be gently guided and have their expectations met along the way. Working with hundreds of dental practices each year, we have a specific formula that has been proven to work to grow the volume of patients coming into the practice.

Stop wasting marketing $$

Practices spend large amounts of money getting the phone to ring with fancy websites, Google Adwords, SEO, etc. However, often we find that the front office team are untrained to convert these calls into patients. If this is the case, you are wasting your money. Knowing how to deal with phone shoppers is one set of skills; knowing how to have prepared patients coming into your practice every day is another. Valuing and spending the time needed for each call is a crucial core skill.

Getting these skills is easy at Prime Practice's 1-day, CPD approved, Best Practice Phone Skills course. Travelling Australia and New Zealand in 2017, get your practice trained up to treat every phone call with the value it represents.


Anita Roubicek, one of the partners and Joint CEO at Prime Practice, has been with the company over 15 years. In this time, she has written the workshops and curriculum for Prime's programs and delivered training to thousands of dentists and their teams, across every state of Australia, as well as New Zealand, Singapore, Vietnam and the USA. She has fast become the leading expert on teaching dentists the leadership and management skills to run a successful practice.

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