Dental Coach | Why You Should Be Recording Your Office Calls

Are you recording your offices incoming and outgoing calls? No? Look, I get it – the front office team has a gazillion reasons why you shouldn’t be recording calls.

“Why, do you think we don’t know how to answer the phone?”
“That is such an invasion – I just won’t answer the phone”
“Our doctor would never – it is like spying on us when we are on the phone”

I have heard all of these and countless other reasons why you should NOT be recording your calls – so let’s talk about why you SHOULD be recording.

  1. To let your patients know that you care about the conversations that are taking place

    When you record your calls, a ‘whisper’ at the beginning lets the caller know that the call is being recorded for training purposes. To some patients, this is a sign that you care about Customer Service and you train your team – Way to go! To other patients, it lets them know that if they decide to be rude, it is going to be captured and not just be a he said / she said scenario. Keeps them acting like decent human beings.
  2. To let your team know that you care about the conversations that are taking place

    When a team knows the recording is happening, it shows them that Customer Service is important and should not be taken lightly. That you – the leader – DO care about patients getting the best service around.
  3. To help your team with Customer Service training

    What gets measured gets improved. How can you teach and work on Customer Service without tracking the success of the training? We all know that the first phone call is the only first impression your office has and if you are consistently training with the team on Phone Skills and Customer Service and NOT recording, you are missing out on one of the most important tools you can give your team.

There are many companies that offer this service – and please remember, this is not so you can point out what someone did ‘wrong’, but rather use recording as a tool to improve and grow!

If your office needs help with Call Scoring and / or Phone Skills and Customer Service training, Dental Concierge Coach can help. Contact us for more information on coaching and innovative team training.

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Here's What You Can Expect:

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Complimentary Strategy Session

You will have a 60 minute call with Dana to dig down and determine what your ultimate goals are and a clear picture as to next steps to get you started on achieving your success.

two

In-Office Evaluation

Coming into the practice allows us to see the office in action - what works well and what can be improved - firsthand. This allows us to best determine the actions needed to effect change in your practice. Our goal is your office running smoothly!

three

Create an Action Plan

After meeting with Dana, a collaborative customized plan based on your needs is created with you, your team and your budget in mind.

Schedule Your Complimentary Strategy Session

Build the Front Office of Your Dreams

At the Dental Concierge Institute, your front office associates will learn powerful tactics to improve their productivity and their customer service. Our empowered coaching can boost your patient retention and allow your front office to fill your schedule easily and effectively.

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Working with Dana was the best decision I  made for my office.  She listened to my frustrations and helped to get my team, not just the front office, on a plan for improvement that is creating a more productive and efficient workplace.  The team is happier and the systems implemented make the day easier to work and schedule changes don't interrupt the entire day any more.  I highly recommend working with Dana! 

 -Dr. Christie S.

Attention dental practice owners who want to do better: this review is for you!  Dental coach Dana Russell has helped take my practice to the next level through accountability, setting proper expectations, systems, and extraordinary customer service.  Dana has helped me achieve my goals of creating an exceptional patient experience, practice growth, and better work/life balance.  I am grateful to be working with a coach that is relatable for my team while having a patient-centered approach.  I highly recommend Dana Russell for your practice, team, and patients!

-Dr. Ryan

Read More Reviews

Education At Your Fingertips

Dental Coach | Why You Should Be Recording Your Office Calls

October 28, 2022

Are you recording your offices incoming and outgoing calls? No? Look, I get it – the front office team has a gazillion reasons why you shouldn’t be recording calls. “Why, do you think we don’t know how to answer the […]

Read More ››

Dental Coach | The Front Office Working Interview

October 7, 2022

You are hiring! You found the perfect front office candidate! Next up – the working interview of course. ‘How do I have this person do a working interview’ you ask yourself. You don’t. It is that simple. What are they […]

Read More ››
Dlogo

We're Here to Help.

Contact our office today to schedule your complimentary 60 minute consultation. Not sure what problems in your practice are a priority? No worries! We can prioritize your needs and put together a customized action plan that works for you AND with you!

Schedule Your Complimentary Strategy Session

Your Patients Deserve a Concierge Experience.

Your dental team will quickly develop the skills they need to improve your profitability, develop powerful communication, and boost your patient retention. By implementing systems and protocols through training that is personalized for your unique goals, you can push toward practice growth together as a team.

Develop Clear Systems, Protocols and Solutions

Enhance the everyday efforts of your team by incorporating proven systems, flawless customer service, and ethical practice values.

Become a Problem Solver

You will learn to spot leaks in your overhead, negotiate insurance fees with confidence, and fill your schedule with ideal, loyal patients.

Here's What You Can Expect:

one

Complimentary Strategy Session

You will have a 60 minute call with Dana to dig down and determine what your ultimate goals are and a clear picture as to next steps to get you started on achieving your success.

two

In-Office Evaluation

Coming into the practice allows us to see the office in action - what works well and what can be improved - firsthand. This allows us to best determine the actions needed to effect change in your practice. Our goal is your office running smoothly!

three

Create an Action Plan

After meeting with Dana, a collaborative customized plan based on your needs is created with you, your team and your budget in mind.

Schedule Your Complimentary Strategy Session

Build the Front Office of Your Dreams

At the Dental Concierge Institute, your front office associates will learn powerful tactics to improve their productivity and their customer service. Our empowered coaching can boost your patient retention and allow your front office to fill your schedule easily and effectively.

Learn More About Our Workshop
bodylogo
quote

See What Clients Just Like You Are Saying

Working with Dana was the best decision I  made for my office.  She listened to my frustrations and helped to get my team, not just the front office, on a plan for improvement that is creating a more productive and efficient workplace.  The team is happier and the systems implemented make the day easier to work and schedule changes don't interrupt the entire day any more.  I highly recommend working with Dana! 

 -Dr. Christie S.

Attention dental practice owners who want to do better: this review is for you!  Dental coach Dana Russell has helped take my practice to the next level through accountability, setting proper expectations, systems, and extraordinary customer service.  Dana has helped me achieve my goals of creating an exceptional patient experience, practice growth, and better work/life balance.  I am grateful to be working with a coach that is relatable for my team while having a patient-centered approach.  I highly recommend Dana Russell for your practice, team, and patients!

-Dr. Ryan

Read More Reviews

Education At Your Fingertips

Dental Coach | Why You Should Be Recording Your Office Calls

October 28, 2022

Are you recording your offices incoming and outgoing calls? No? Look, I get it – the front office team has a gazillion reasons why you shouldn’t be recording calls. “Why, do you think we don’t know how to answer the […]

Read More ››

Dental Coach | The Front Office Working Interview

October 7, 2022

You are hiring! You found the perfect front office candidate! Next up – the working interview of course. ‘How do I have this person do a working interview’ you ask yourself. You don’t. It is that simple. What are they […]

Read More ››