Top 3 Things Your Phone Team MUST Be Effective At with Laura Hatch

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Bulletproof Dental Practice Podcast Episode 157

Hosts: Dr. Craig Spodak & Dr. Peter Boulden

Guest: Laura Hatch 

Key Takeaways  

  • Introduction
  • Front Office Rocks
  • Importance of Front Office Team
  • “Walk a Mile in My Shoes” Challenge
  • We’ve Always Done it That Way 
  • Ideal Time for New Patient Call
  • Questions from a Patient’s Perspective
  • Delivering Happiness
  • Potential New Patient Calls
  • Respect the Phone, A Butt in a Chair
  • The Dual Close
  • Training, Guidelines, Scripting 
  • Systems & Speaking from your Heart
  • Dentists: Being Vulnerable, Being Leaders, Growing and Teaching
  • The “Why”
  • Importance of Training

References

Front Office Rocks 

Delivering Happiness book by Tony Hsieh 

Tweetable

If you don’t have bats, you can’t hit a homerun. -Dr. Boulden

In the absence of a system, people will create their own. -Dr. Boulden

The experience starts before the first phone call. -Laura Hatch

Give your team a reason to love you first. -Dr. Spodak

We don’t have to have it all figured out, we just have to learn and grow together. -Laura Hatch

Contact Peter & Craig

* No interviewee solicitations