We’ve all been here. A patient is checking out, another is asking about insurance, the dentist needs a file, a child is crying, someone is waiting at the front desk, your computer just froze, and now the phone is ringing. You can feel the tension building, like one more thing is about to push everything over the edge.

You think you’re easing the tension, buying yourself a moment to catch up. But on the other end? Ten seconds feels like thirty. They start second guessing their decision to call. And just like that…they are calling your competitor down the street.

When your practice is busy, you can’t answer every call immediately, and that’s okay. But putting a caller on hold doesn’t have to mean lost opportunities. In fact, when done right, “on hold” time can actually increase your chances of booking an appointment.

We’ve tested and analyzed thousands of calls to understand what keeps callers engaged, and what drives them away. The goal is simple: keep callers engaged and make them feel like you’re going the extra mile… even when you’re busy.

Never start a call with:

This is where you start to lose the caller (yes, that quickly).. 80% won’t wait around, they’ll hang up & try the next clinic. If you can’t answer the call immediately, let it go to voicemail and respond when you can fully engage.

Ensure your voicemail is tailored to the time of day, with one message for when you’re open and another for after hours.

Aim to respond to voicemails every 30 minutes. Prompt follow-ups leaves a strong impression as most practices only return voicemails twice a day!

Prioritize after-hours voicemails first thing in the morning.

This is where you start to lose the caller (yes, that quickly).. 80% won’t wait around, they’ll hang up & try the next clinic. If you can’t answer the call immediately, let it go to voicemail and respond when you can fully engage.

In the right situation, placing a caller on hold can actually increase your chances of securing a booking, if it’s done intentionally.

When you need to double-check something, such as the schedule or with the dentist, placing the caller on hold signals that you’re making an extra effort on their behalf. This reinforces that you’re working to find the best option for them, not just moving on to the next call.

Instead of saying:

Use:

When a caller is on hold, they hear one of three things:

1. Silence – Almost always a negative experience. Patients often think they’ve been disconnected.
2. Non-stop promotional messaging – Can be overkill and frustrating if it doesn’t provide value.
3. Music – Neutral, signals they’re still connected, but doesn’t use the attention effectively.

The best approach: blend music with short promotional messages. Music relaxes the caller, giving them space to do something else, and periodic messaging snaps their attention back, delivering value without overwhelming them.

• Use calm, neutral music to relax callers, or familiar classics to keep it pleasant.
• Avoid grainy audio, test your system to ensure clarity.
• Local or recognizable music can make a subtle connection.

• Keep messages short and relevant — 20–30 seconds each.
• Rotate 3–5 messages for variety.
• Focus on education over sales — provide useful information, not hard pitches.
• Include soft calls-to-action, e.g., “Ask us about our new whitening options during your next visit!”

Remembering when you’re due for your next check up is annoying. Pre-book it so you can stay on track and avoid missed appointments! We always send a reminder so you never forget!

Do your crooked teeth bother you? Invisalign is an effective and affordable method which people barely notice and we’re a Diamond Invisalign Provider! Ask our team how we can help you achieve the smile you’ve always wanted!

Missing a tooth? Dental implants are a long-lasting solution that looks and feels natural. Our implants specialist can help determine if they’re the right choice for you, ask our team today!

Preventive care is one of the best investments in your smile. Patients who get regular cleanings experience fewer dental issues down the road. Protect your future and let us reserve a time for your next cleaning today!

Looking to brighten your smile? Professional whitening is one of the fastest ways to boost your confidence. Ask our team about our whitening options and receive free whitening strips on your next visit!

We’re proud to care for patients of all ages. Did you know your child should have their first dental visit as soon as they have teeth? With so much sugar in our food, cavities are on the rise, but early visits help prevent permanent damage. Our team is here to support your whole family’s dental health!

We offer a variety of payment options to make dental care accessible and stress-free. Ask our team about discounts and financing assistance, you may be eligible! We’re here to help with any questions about insurance or payments.

Our practice uses modern dental technology to improve comfort, precision, and efficiency. Ask our team about pain-free options, including sedation, and learn how we make your visits as smooth and comfortable as possible!

Being nervous about dental visits is completely normal. Let our team know if you’re feeling anxious, and we’ll make sure your visit is as comfortable and pleasant as possible!

Welcome to [Practice Name]! We’re always accepting new patients and would be happy to help you and your family achieve your best dental health. Ask our team how to get started today!