Season 5: Episode 112: Your Revenue Starts at the phones

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Host Sarah Beth Herman discusses why phone skills and customer service are critical in dentistry, calling the phones the “front door” to revenue, culture, and patient experience. Drawing on her 2017 role as chief of training and talent development for a 1,500-employee dental group across 45 locations, she explains that trust is built in the first minutes of a call and that customer service is a trained skill, not a personality trait. She debunks common beliefs that phones are “fine,” patients will call back, and customer service comes naturally, emphasizing systems and practice-specific SOPs. Practical tools include warm call openings, confident information gathering, reflective listening, and clear next steps. She outlines the “tell, show, do, review” training method and frames phone performance as a leadership responsibility, then closes with Dentistry Support resources and services.

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