Dental Coaching: Master Patient Phone Calls & Boost Conversions with Susan Leckowicz

The "Crush the Call" program is a transformative 90-day training initiative designed to revolutionize how dental practices handle patient communications and boost new patient conversions. Through intensive weekly training sessions, teams learn to become true brand ambassadors who can effectively guide conversations, handle objections, and create lasting first impressions that translate into scheduled appointments.

At its core, the program focuses on developing essential communication skills through a proven four-step process that emphasizes patient care, connection, convincing, and collaboration. Teams learn to master strategic frameworks for handling insurance inquiries, payment discussions, and various patient scenarios. The comprehensive training includes real call analysis, custom workbooks, and practical scoring systems that help team members understand and implement best practices.

The results speak for themselves - practices typically experience dramatic improvements in their conversion rates. For example, a large multi-doctor practice increased their monthly new patients from 106 to 144, while their conversion rate jumped from 45% to 64%. Similarly, a solo practice saw their conversion rate soar from 32% to 67%. These improvements directly impact practice growth and revenue, with some locations seeing up to 10% increases in monthly collections.

To ensure lasting success, the program implements a robust accountability system with dedicated team leads monitoring progress through a five-point scorecard. Regular performance assessments, verification of implementation, and ongoing support for new team members help maintain consistent excellence in phone performance. The program's structured approach, combined with performance incentives and expert coaching, creates a sustainable system for converting more inquiries into scheduled appointments while building stronger patient relationships.

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