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

Send us Fan MailHost 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.Support the showSOCIALS:No Silver Spoons®: InstagramDentistry Support: Instagram | Facebook | LinkedinThe Dental Collaborative: FacebookSarah Beth Herman: LinkedIn | Personal Bio | LinksFree Training for Dental OfficesDISCLAIMER:The content provided in this podcast, including by Sarah Beth Herman and any affiliated guests, is for informational purposes only and does not constitute professional advice, including but not limited to medical, legal, or business consulting services. Listeners engage with the content at their own risk and are responsible for any actions taken based on the information presented. No guarantees are made regarding the accuracy or completeness of the content. For any questions, clarifications, or crediting of sources, please contact us directly, and we will make necessary adjustments.