We listen to a lot of dental reception calls in our telephone skills training. The same five habits appear again and again, and each one costs the practice patients.
1. Answering with the price
"How much is a check-up?" "Sixty-five pounds." Silence. Click. The caller wanted to know whether you could help them; they got a number with nothing attached. Instead, acknowledge the question, ask what prompted the call, then give the fee alongside what it includes.
2. Saying "we're fully booked"
It may be true today, but it ends the conversation. Offer the next available appointment, the cancellation list, or a triage call from a nurse for anyone in pain.
3. Not asking for the booking
Many calls end with "OK, have a think and call us back." Almost nobody calls back. Ask a simple closing question: "Shall I hold Tuesday at ten for you?"
4. Rushing anxious callers
Nervous patients need thirty seconds of reassurance more than they need a fast call. Slow down, acknowledge the worry and explain what the first visit will be like.
5. No record of the enquiry
If the call isn't logged, it can't be followed up. A simple enquiry log — name, number, reason, outcome — turns lost calls into booked patients a week later.
Our two-hour Telephone Skills & Appointment Booking course turns these into a call structure the whole team can use.
