Two Fast Ways to Build Trust on Patient Phone Calls

Every phone call is a trust moment.

Whether the caller is brand new to your practice or someone you’ve cared for for years, the experience they have on the phone shapes how confident they feel about scheduling, returning, and moving forward with care. In this mini training, Susan Leckowicz (CEO of Dental Coaches) shares two simple habits your team can start using today to create connection and credibility—fast.

Why trust on the phone matters

On the phone, patients can’t see your body language. They can’t read facial expressions. All they have is your tone and your words.

That’s why small adjustments can make a major impact.

Tip #1: Use the patient’s first name (at least 3 times)

Susan’s fastest trust-builder is simple:

Get the patient’s first name and use it.

Why it works:

• People identify with their name.

• Hearing their name creates connection.

• It signals they’re valued, not processed.

How to apply it without sounding scripted

Use their name naturally throughout the call:

• Opening: “Hi, Sarah—how did you hear about our practice?”

• During the call: “Sarah, let’s find a time that works best for you.”

• Closing: “Perfect, Sarah. We look forward to seeing you.”

Team challenge: Ask each team member to use the patient’s first name three times per conversation—new or existing patients—while keeping it conversational.

Tip #2: Smile while you talk

This one feels almost too easy—until you try it consistently.

Smiling changes the tone of your voice. It helps you sound warmer, more confident, and more welcoming, even during busy moments.

Since tone carries so much weight on a phone call, this habit alone can shift the patient’s entire perception of your practice.

Quick team exercise

Before answering the phone, try:

• Sit up tall

• Take one breath

• Smile

• Then pick up

It takes seconds, and it changes everything about how you come across.

Make it a 7-day team drill

Here’s a simple way to turn these tips into a habit:

For the next 7 days:

1. Use the patient’s first name 3 times on every call.

2. Smile before you answer, and keep a “smile tone” during the conversation.

3. At the end of each day, have a 5-minute huddle:

   • What felt easy?

   • What felt awkward?

   • Where did you hear a difference in the patient’s response?

You’ll start noticing:

• Patients sounding more relaxed

• Fewer tense interactions

• Clearer conversations

• Stronger connection from the start

Want to strengthen your team’s phone experience?

If you’d like guidance on improving how your team handles patient phone experiences—so calls feel confident, clear, and connected—we invite you to reach out and start that conversation.