RevUp Dental

Is your dental practice stuck growing? It's not your dental skills holding you back, it's what's happening under the hood. RevUp shows you where you're losing patients and fixes it with proven systems, training and marketing that makes you money.

Blog By:
Nick Fotache

Too many dentists are confident their staff is excellent, believing there’s no way they would book fewer than 8 out of 10 patients calling. It’s a comforting thought, but here’s the reality: Based on our data, we can assure you that this is often far from the truth.

In fact, we’ve received feedback from shocked dentists who were convinced their team was performing better, only to realize they were missing out on countless opportunities.

How do we know this?

We listen to more calls in one month than a dental receptionist will handle in a lifetime. That’s a lot of data, some of which comes from top dental practices across North America. Our software can pinpoint exactly what works for them, showing that top practices convert up to 80% of calls into booked appointments, while average practices only convert 33%.

To put it simply, if 10 new patients call, a top practice will book 8, while an average practice only books 3. 

 Imagine how much money an average practice is missing out on. Dentists often think that top practices are simply doing better marketing or have flashier websites. But in reality, they’re succeeding because they have higher booking rates. And how do they achieve that? By avoiding the common mistakes that hold back average practices.

1. Missed Calls = Missed Cash

Here’s the hard truth: when your receptionist misses a call from a potential new patient, you're losing money. In today’s fast-paced world, people expect quick responses. If your phone goes unanswered, they’ll simply move on to another practice that’s quicker to pick up the phone.

What your receptionist can do differently: Follow up with every missed call as soon as possible. Create a policy for your receptionist to call back every missed patient within the first 10 minutes.

A dental practice that responds within the first 10 minutes of a missed call has a higher chance of booking the patient, as the caller is still in their decision-making phase. Data from customer service research shows that after 30 minutes, the likelihood of booking the call drops significantly, and the patient may have already moved on to another practice.

Implement a system to ensure no missed calls fall through the cracks. This could be a call tracking system that alerts the team to follow up immediately.

2. Don’t Let Cancellations Hurt Your Schedule

Cancellations are inevitable, but how your receptionist handles them can make or break your practice’s appointment schedule. Too often, cancellations are treated as a simple inconvenience rather than an opportunity to engage with the patient and rebook them.

"Oh, you want to cancel the appointment on Wednesday? Ok, bye!"

What your receptionist can do differently: When a patient calls to cancel, instead of just confirming the cancellation, ask the patient why they’re canceling. Is it due to a schedule conflict, financial concerns, or dissatisfaction? Use this as a chance to either solve the issue or encourage them to reschedule.

Train your receptionist to always ask, "I understand you're looking to cancel. Can I ask if there's a specific reason? Maybe we can find a better time or resolve any concerns before we reschedule?"

Our data shows that many patients will leave a cancellation call without rescheduling. Not because they don’t want to return, but because no one asked them to. 

3. Stop Losing Big-Paying Patients

Cosmetic dental procedures, such as implants or veneers, are high-ticket services that require trust and reassurance. Yet, many receptionists rush through these calls with a quick price quote or push for an in-person consultation, which can turn off patients who are still in the research phase. 

Check out this call recording here: 

What your receptionist can do differently:

Instead of rushing to provide a price, take the time to learn more about the patient’s current situation. Educate the patient about the procedure, its benefits, and the value they’ll receive. Reassure them that they are making the right decision, and don’t hesitate to offer a consultation afterward to discuss the treatment in more detail.

Equip your receptionist with scripts to address common cosmetic inquiries. 

For example, if a patient asks about dental implant pricing, the receptionist could respond:

Receptionist: “Sure, I can definitely give you some information on what dental implants cost at our practice. Do you mind if I ask you a few questions so I can get a better understanding of your situation?”
Patient: “Ugh... sure.”
Receptionist: “Great. As you may already know, the cost really depends on your unique situation. If you’re looking for implants, I’m assuming you’re missing one or more teeth? Is it at the top or bottom? Left or right?” 

We've put together a free eBook, which includes all the scripts your receptionist can use for the most common cosmetic procedures. 

4. The Secret to Filling Your Schedule

It’s easy to assume that patients will return for their next appointment without any prompting. However, many patients forget to book their next visit or delay it indefinitely, which leads to empty appointment slots in your schedule.

What your receptionist can do differently:

Always ask the patient to schedule their next appointment before they leave the practice, whether it's for a follow-up cleaning or an additional procedure. It’s a small step that ensures they don’t slip through the cracks.

At the end of each appointment, have your receptionist say, “Let’s go ahead and schedule your next visit while you’re here.”

This proactive approach helps keep your schedule full and ensures patients remain engaged with your practice.

5. Reactivate Inactive Patients (They’re Not Lost Causes)

Many dental practices focus all their energy on attracting new patients, but often overlook the opportunity to re-engage inactive patients. These patients aren’t necessarily lost—they may have simply gotten busy or had life events get in the way.

What your receptionist can do differently:

Look into your PMS and identify patients who haven’t visited in six months or more. Reach out to them with a personalized message. Don’t send out generic emails or text notifications, they’re not personal. Instead, aim for a phone call asking about their well-being and reminding them of the importance of regular dental care. If you are sending out a text or email, make sure to personalize it.

Here's an example of what your receptionist could say on the phone:

Receptionist: "Hi, is this [Patient's Name]?"

Patient: "Yes, it is."

Receptionist: "Hi [Patient's Name], this is [Receptionist's Name] calling from [Practice Name]. I’m just reaching out to check in since we noticed it’s been a while since your last cleaning appointment. We wanted to get you scheduled for your next visit. Is now a good time to talk about booking?"

Patient: "Sure."

Receptionist: "Great! We recommend that patients have a cleaning every six months to keep their teeth and gums healthy. I see that you’re due for your next cleaning. We have a few openings this [week/month]. We have availability on [mention a couple of specific days and times]. What time works best for you?"

Create a list of inactive patients every month and have your receptionist reach out with a friendly, personalized message. By reaching out personally, you show patients you care about their health and are ready to welcome them back.

Conclusion

As you can see, there are several simple yet powerful changes your receptionist can make to boost patient bookings and grow your practice. It’s not about spending more money on marketing or having a fancier website—it’s about refining the way your team engages with potential and existing patients.

When your receptionist can respond quickly, turn cancellations into rebooking opportunities, handle cosmetic inquiries with care, encourage future appointments, and reactivate inactive patients, you’ll start to see a noticeable difference in your conversion rates and, ultimately, your bottom line. These small adjustments could add up to significant revenue—often in the tens of thousands of dollars each year.