In this episode of the Dental Practice Launch Podcast, host Shane Simmons interviews Susan Leckowicz, owner of Dental Coaches, about the critical role of front desk training in dental practices. They discuss the importance of first impressions on the phone, the impact of patient conversion rates, and effective strategies for handling insurance inquiries. Susan shares insights on building relationships with patients, discussing treatment costs, and the value of ongoing training for front desk teams. The conversation emphasizes the need for dental practices to understand their patient value and improve their phone conversion processes to enhance overall practice success.

Takeaways:

• Dental practices should focus on building freedom through effective marketing.
• First impressions on the phone are crucial for patient conversion.
• Patients often call multiple offices before making a decision.
• Understanding annual patient value can help practices gauge their success.
• Each lost call can cost a practice significant revenue.
• Training front desk staff is essential for improving patient interactions.
• Insurance questions should be handled with care and empathy.
• Building relationships with patients can lead to better retention and referrals.
• Ongoing training and monitoring of calls can enhance team performance.
• Creating a positive patient experience is key to practice growth.

Chapters:
00:00 Introduction to Dental Practice Launch Podcast

01:23 Susan Leckowicz's Journey in Dentistry

04:02 The Importance of First Impressions on the Phone

09:29 Understanding Patient Value and Conversion Rates

13:12 Handling Insurance Questions Effectively

18:28 Building Relationships with Patients

28:09 The Bootcamp Training for Front Desk Teams

34:35 Actionable Advice for Improving Phone Conversions