Mastering the First Phone Call

In a dental practice, the first phone call can make or break a patient’s decision to choose your office. It’s the first point of contact, and it needs to set a positive tone, build trust, and offer solutions to the patient’s concerns. But let’s face it—without proper training, even the best-intentioned phone calls can feel awkward or disjointed.

That’s why we developed the CHARM method. This simple, five-step system ensures your team handles each call with confidence and consistency, providing a seamless experience that encourages patients to schedule an appointment.

So, what exactly is the CHARM method, and how does it work?

The CHARM Method: Breaking Down the Perfect Patient Call

The CHARM method focuses on five essential elements of a patient phone call: Connect, Hear, Assist, Reserve, and Maintain. When used correctly, these steps help your team guide every conversation smoothly and naturally while delivering the information patients need.

C – Connect

The first step in any successful phone call is making a connection. This means offering a warm, friendly greeting and asking open-ended questions to guide the conversation. The goal here is to establish rapport while maintaining control of the call.

Example Greeting:
“Good morning/afternoon! Thank you for calling [Your Dental Practice]. My name is [Your Name]. How can I help you today?”

By connecting right away, you set the stage for a positive and productive conversation.

H – Hear

Hearing goes beyond just listening—it’s about truly understanding the patient’s concerns. Active listening shows patients you care about their needs and sets the groundwork for trust. Repeat their concerns back to them to confirm you’re on the same page.

Example:
“I hear that you’re concerned about [patient’s issue]. Just to confirm, you’re asking about [repeat their question]? Is that correct?”

This extra step makes patients feel understood and valued.

A – Assist

After you’ve connected and listened, it’s time to provide solutions. This is your chance to highlight what makes your practice unique and answer any questions the patient has. Having a clear, consistent message across your team is crucial during this phase.

Example:
“At [Your Practice], we specialize in [your specialty], which means you’re in great hands. Here’s how we can help you with [specific concern].”

Guiding patients through their questions shows your expertise and gives them confidence in choosing your practice.

R – Reserve

Once you’ve addressed their concerns, the next step is to secure the appointment. But reserving isn’t just about filling an empty slot—it’s about clearly outlining the next steps so the patient knows exactly what to expect.

Example:
“Let’s get you scheduled. We have [date/time] available. Does that work for you? We’ll send a confirmation email and a link for your new patient forms.”

Clear communication here ensures the patient feels prepared and confident about their upcoming visit.

M – Maintain

Finally, maintaining the relationship means keeping the conversation open and leaving room for any last-minute questions. This is your opportunity to reinforce the connection and show that your team cares about making the visit as smooth as possible.

Example:
“Before we finish, is there anything else we can do to make your visit more comfortable?”

By ending the call with an open-ended question, you’re giving the patient the chance to address any lingering concerns, making them feel valued and heard.

Why the CHARM Method Works

The CHARM method isn’t just about making phone calls—it’s about creating a system that fosters trust, builds patient relationships, and streamlines the new patient process. When your team is trained to handle calls with consistency, patients feel confident and cared for from the first moment they connect with your practice.

In our next blog post, we’ll dive deeper into how the CHARM method can be enhanced by having FAQs at the ready. We’ll explore how addressing common patient questions and concerns can make phone calls smoother and even more impactful.