The New Patient Phone Greeting That Sets You Apart

If we want to stand out in a crowded market, we can’t leave the first impression to chance. Long before a new patient experiences our clinical skills, they experience our team’s voice.

In this mini training, we’re focusing on one simple moment that can change the entire tone of a new patient call:

The greeting.

Why the greeting matters more than we think

We had a client ask, “How important is the greeting that your team uses on the phone?” That question came back around in a powerful way when a doctor we coached shared a story from her practice.

A new patient arrived and the doctor asked the question many of us ask:
“How did you find us?”

He said he Googled veneers in his zip code. Then he explained that he visited multiple websites and called multiple dental offices.

Here’s the key: when he called their office, the team greeted him with:

“Who do I have the pleasure of speaking with?”

That one line made him feel seen. It communicated professionalism, warmth, and confidence. His reaction was immediate: he decided they were the best office in town based on how the call began.

That patient moved forward with a $30,000 veneer case and later referred his wife for Invisalign treatment. The doctor was thrilled—and so was the team—because they felt the connection they created from the start.

The real takeaway: connection converts

This isn’t about a “perfect script.” It’s about creating a phone experience that makes patients feel:

• Welcomed

• Known

• Confident in choosing us

When we guide the conversation with intention, we create trust faster—and trust is what leads to strong relationships and better case agreement.

Mini Training: Upgrade our new patient greeting

Try this approach on your next new patient call:

1. Open with warmth and confidence

   • “Thank you for choosing [Practice Name]!”

2. Ask a connection-building question

   • “Who do I have the pleasure of speaking with?”

3. Use their name early

   • “It’s nice to meet you, Sarah.”

4. Move into helpful guidance

   • “How can we help you today?”

That’s it. Simple, human, and effective.

Want to take this further?

If we want our phones to become a true differentiator—and help our team feel confident, consistent, and connected on every new patient call—our Crush the Call new patient phone training boot camp is designed for that.

If you’d like more information about how we can help you set your office apart and create a standout new patient phone experience, let’s schedule a call and talk through what support could look like.