armour_tooth_icon braces_icon crown_icon dentures_icon gum_tooth_icon happy_tooth_icon high_tech_icon implant_icon implants_icon mouth_icon oral_exam_icon oral_surgery_icon root_canal_icon sad_tooth_icon snore_bed_icon teeth_icon tmd_face_icon tooth_icon tooth_question_icon toothbrush_icon toothbrush_toothpaste_icon toothpaste_icon
The ONE Secret Statistic that is Costing You Money

The secret statistic that is costing you money is the number of potential new patients who call each month but do not appoint. They call, they have a conversation, but they do not appoint.

You need to track these calls. I have developed the L.E.A.D. system to help convert more calls to patients. L.E.A.D. stands for Listen, Empathize, Assure, and Direct. The person who takes the call from the potential new patient should follow this protocol:


  • I am here to listen and help.
  • In case we get disconnected, may I please have your name and call back number?
  • [Patient says they have been missing teeth for years.] What prompted your call today?
  • Echo technique: repeat patient’s key points to show that you are listening. Example, you said that you need to do something. I understand. Let’s get you scheduled.


  • [When patient reports problem or discomfort]:
  • I am sorry to hear that.
  • You did the right thing by calling.
  • The doctor will do a thorough exam and advise you of your options.


  • The doctor always provides a personal touch.
  • He/she is gentle and understanding.
  • We have a state-of-the-art facility, and we offer the latest treatment options.
  • The doctor will answer all your questions.


  • We want to get you in as soon as possible.
  • Offer first available appointment.
  • Control conversation. If someone starts to ramble, gently guide the conversation back to scheduling. Example: Be sure to bring up those concerns with the doctor. Now, let’s take a look at the schedule and find a time that convenient for you.
  • Remember: Your goal is to end the call with an appointment made.

It’s not possible to schedule 100% of first-time callers, but if you track the number of patients who call and do not appointment and use the L.E.A.D. system, you will appoint more patients. Appointing just one or two more patients per month will make a significant difference in the practice’s bottom line.

For a free coaching/consulting session or questions about speaking availability, get in touch.