If you’re a dentist or run a private dental practice, you already know how hard it is to get the phone to ring with new patients. You invest in marketing, you work on your online reputation, and you fight tooth and nail to compete in a saturated local market. So why are some practices still losing new patients before they ever set foot in the office?
It comes down to what happens on the phone.
In this third episode of the New Patients Now podcast, Flint Geier shares the 7 most common mistakes dental teams make during new patient phone calls — and how those errors silently sabotage your practice’s growth. If you want to maximize every new patient opportunity and stop losing revenue due to avoidable missteps, this is the guide you’ve been waiting for.
Why the New Patient Phone Call Is Everything
Before we dive in, it’s worth revisiting a fundamental truth: the first call is often your only shot.
For most dental practices, the phone is still the primary way new patients schedule their first appointment. These callers have already made multiple micro-decisions — they’ve chosen to address a health need, found your practice online, browsed your reviews, and picked up the phone.
They’re ready to be led. But if your team makes one wrong move, they’re gone.
That’s why optimizing the new patient phone call is one of the highest ROI activities a dental practice can invest in.
Mistake #1: Lack of Focus
Imagine it’s Monday morning. The phone rings. Is your front desk team mentally prepared?
Far too often, team members are distracted — thinking about lunch, conversations in the hallway, or their weekend. That lack of focus is instantly noticeable to the caller. Remember: you only have seven seconds to make a first impression (Wikipedia).
Flint recommends creating a culture where answering new patient calls is treated like sacred ground. No interruptions. No multitasking. When the phone rings, your only job is to be fully present and ready to help that caller take the next step.
Mistake #2: Bad Tone (You’re Not Smiling Through the Phone)
You can say all the right words and still lose the patient if your tone doesn’t reflect warmth, enthusiasm, and care.
The solution? Smile through the phone.
Research shows that smiling affects the tone of your voice — and listeners can actually hear the difference (ScienceDaily). Studies also note that smiling voices are perceived as warmer and more trustworthy, even when callers can’t see you (Customer That Stick).
Some offices even install small mirrors near the phones so team members can check themselves before greeting callers. It may sound silly, but it works.
Compare:
- “Dr. Smith’s office, this is Cindy. How can I help you?” (flat tone)
- “Dr. Smith’s office, this is Cindy! How can I help you?” (smiling tone)
One invites trust. The other doesn’t.
Mistake #3: Not Knowing When the Next New Patient Opening Is
Nothing kills momentum like this exchange:
“Are you accepting new patients?”
“Let me put you on hold to check…”
Every team member answering calls should know exactly when the next few new patient openings are — or have the authority to schedule them. If they don’t, it introduces friction and causes the caller to second-guess continuing the call.
Flint emphasizes that patients expect the person answering the phone to help them. If your team isn’t empowered to schedule, you’re creating barriers to growth.
Mistake #4: Not Controlling the Call
Here’s what often happens: The patient drives the entire conversation, asking question after question, and your team just reacts. Before you know it, 10 minutes have passed, and no appointment has been scheduled.
That’s a failure of leadership on the call.
Your team must be trained to gently guide the conversation, answer essential questions, and lead the caller toward scheduling. This doesn’t mean being pushy — it means being helpful, clear, and proactive. People want to be led. Make it easy for them to say yes.
Mistake #5: Saying “No” (Or Giving One-Word Answers)
One of the fastest ways to lose a patient is by saying the word “no” — especially without offering an alternative.
Example:
Patient: “Do you offer Invisalign?”
Team: “No.”
That “no” is often the last word in the conversation.
Instead, train your team to pivot and educate:
“Actually, we use a different clear aligner that our doctor prefers because it delivers faster results for most patients. Let’s get you in for a consult so we can see what works best.”
See the difference?
Even worse is when the team member starts recommending other providers. You’re not just losing a patient — you’re sending them to your competition.
Mistake #6: Team Isn’t Aware of Marketing Promotions
If you’re running a special or mailing a postcard and your team doesn’t know about it, you’re not just wasting money — you’re actively confusing and repelling new patients.
Flint warns that when a new patient calls about a promo and the team says, “I don’t know what you’re talking about,” the patient assumes they’ve called the wrong office. That’s an instant credibility loss — and it’s one that’s entirely avoidable.
Ensure your front desk is always looped in on:
- What promotions are active
- When they launch
- What offer details are being advertised
- How to respond to inquiries
Communication between your marketing and front desk team is not optional. It’s the key to conversion.
Mistake #7: Not Collecting Contact Info Unless They Book
This one’s a silent killer.
Most practices fail to gather basic information — name, phone, or email — if the caller doesn’t schedule. That means there’s no way to follow up.
Think about that: Someone interested enough to call your office… disappears forever because no one asked for their info.
At a minimum, every call should include a moment where the team says:
“In case we get disconnected, can I get your full name and best number?”
Or, better:
“If it’s okay, I’d love to follow up with you to make sure your needs are met. What’s the best number and email to reach you?”
It’s a small ask that makes a big difference. Even if they don’t book that day, you now have the chance to follow up — and many will appreciate the proactive care.
What Happens When You Fix These?
Practices that eliminate these seven mistakes see more scheduled appointments, fewer cancellations, and higher new patient conversion rates. Even better — they deliver a more professional, patient-centered experience that sets the tone for long-term loyalty.
And here’s the best part: None of these fixes cost you anything. They don’t require new equipment, big ad budgets, or technology overhauls. What they require is attention, training, and commitment.
Take the Challenge: Measure Your Calls
If you’re not sure how well your team is doing, Flint suggests taking the 5 Star Challenge — a free assessment that evaluates your current new patient phone call process.
You can also reach out to the Scheduling Institute for help implementing proven systems that transform how your front desk handles calls — and unlock serious revenue growth in the process.
Final Thoughts: The Phone Is Still Your #1 Marketing Asset
At the end of the day, all your efforts to attract new patients — your Google Ads, SEO, reviews, direct mail, community events — they all funnel down to one thing: a phone call.
And that phone call is either won or lost in the first 7 seconds (SkopeMag).
Train your team. Script your calls. Practice your tone. Prepare for objections. And above all, remember: every caller is a human being who wants help. Treat them like the VIP they are.
References:
- University of Portsmouth Study on Smiling and Tone: ScienceDaily
- Psychology of First Impressions: Wikipedia
- Tone of Voice & Smiling Effect: Customer That Stick
- The Psychology of First Impressions in Voice-Based Communication: SkopeMag
- 85% of callers won’t call back if not answered: Elaunchers
- Tone affects call outcomes: Anserve
- Phone etiquette and business success: Indiana Equity Brokers
