--- title: In New Dental Patient Conversion, the Last Impression Counts description: Patient Prism’s dental software has monitored over 6 million new patient phone calls and has taught us that the LAST impression is as important as the first impression. image: https://blog.patientprism.com/hubfs/WOW.png --- - [Contact](https://patientprism.com/contact/) - [Patient PrismLOGIN](https://web.patientprism.com/) [![Patient Prism | Healthcare Lead Tracking Software](https://blog.patientprism.com/hs-fs/hubfs/2024_Patient-Prism_Logo_Blue.png?width=800&height=247&name=2024_Patient-Prism_Logo_Blue.png "Patient Prism | Healthcare Lead Tracking Software")](https://blog.patientprism.com/hubfs/PP-Logo-2024.png) - Product - ![](https://patientprism.com/wp-content/uploads/2018/10/Patient-Prism-Product-Overview-@2x.png) ### [Product Overview Learn more about Patient Prism's key features and benefits](https://patientprism.com/product-overview/) - ![](https://patientprism.com/wp-content/uploads/2020/09/Patient-Prism-Case-Studies@2x.png) ### [Case Studies Learn how Patient Prism transforms dental practices](https://patientprism.com/case-studies/) - ![](https://patientprism.com/wp-content/uploads/2018/10/Patient-Prism-Dental-Practice-Customers@2x.png) ### [Customers Discover the amazing dental practices that utilize Patient Prism](https://patientprism.com/customer/) - Solutions - ### [Private Dental Practice Our software is perfect for single dental practices. See for yourself.](https://patientprism.com/private-dental-practice-solutions/) - ### [Multi Location Groups Do you run more than one dental practice? Patient Prism can help.](https://patientprism.com/multi-group-solutions/) - ![](https://patientprism.com/wp-content/uploads/2020/09/2019-BOC-Award-Logo.png) - ### [Office Manager/Front Desk Troubles with patient-scheduling? Take advantage of our personalized team coaching.](https://patientprism.com/front-desk-solutions/) - ### [Marketing Manager Start reporting on marketing ROI and learn how Patient Prism can help elevate your marketing initiatives.](https://patientprism.com/marketing-manager-solutions/) - ### [Schedule a Demo No risk, no obligations. Schedule a demo today and see the difference Patient Prism can make for your dental office.](https://patientprism.com/affiliates-program/) - Resources - ![](https://patientprism.com/wp-content/uploads/2020/09/Patient-Prism-ebooks-guides-and-charts@2x.png) ### [eBooks, guides & charts We offer complimentary resources all about dentistry](https://patientprism.com/guides-ebooks-and-charts/) - ![](https://patientprism.com/wp-content/uploads/2020/09/Patient-Prism-Dental-Blog@2x.png) ### [Blog We cover dental industry trends and dental best practices on our blog](https://blog.patientprism.com) - ![](https://patientprism.com/wp-content/uploads/2020/09/Patient-Prism-Expert-Interviews@2x.png) ### [Expert Interviews Leading dental industry experts share their ideas and advice](https://patientprism.com/expert-interviews/) - ![](https://patientprism.com/wp-content/uploads/2020/09/Patient-Prism-Help-Center@2x.png) ### [Help Center Unanswered questions? Visit our help center for quick answers and tutorials.](https://support.patientprism.com/hc/en-us) - ![](https://patientprism.com/wp-content/uploads/2020/09/Affiliate-Program@2x.png) ### [Affiliate Program Be a part of Patient Prism's growing network of affiliates.](https://patientprism.com/affiliates-program/) - [Schedule Demo](https://patientprism.com/schedule-demo/) - Product - ![](https://patientprism.com/wp-content/uploads/2018/10/Patient-Prism-Product-Overview-@2x.png) ### [Product Overview Learn more about Patient Prism's key features and benefits](https://patientprism.com/product-overview/) - ![](https://patientprism.com/wp-content/uploads/2020/09/Patient-Prism-Case-Studies@2x.png) ### [Case Studies Learn how Patient Prism transforms dental practices](https://patientprism.com/case-studies/) - ![](https://patientprism.com/wp-content/uploads/2018/10/Patient-Prism-Dental-Practice-Customers@2x.png) ### [Customers Discover the amazing dental practices that utilize Patient Prism](https://patientprism.com/customer/) - Solutions - [Pricing](https://patientprism.com/pricing/) - Resources - ![](https://patientprism.com/wp-content/uploads/2020/09/Patient-Prism-ebooks-guides-and-charts@2x.png) ### [eBooks, guides & charts We offer complimentary resources all about dentistry](https://patientprism.com/guides-ebooks-and-charts/) - ![](https://patientprism.com/wp-content/uploads/2020/09/Patient-Prism-Dental-Blog@2x.png) ### [Blog We cover dental industry trends and dental best practices on our blog](https://blog.patientprism.com/) - ![](https://patientprism.com/wp-content/uploads/2020/09/Patient-Prism-Expert-Interviews@2x.png) ### [Expert Interviews Leading dental industry experts share their ideas and advice](https://patientprism.com/expert-interviews/) - ![](https://patientprism.com/wp-content/uploads/2020/09/Patient-Prism-Help-Center@2x.png) ### [Help Center Unanswered questions? Visit our help center for quick answers and tutorials.](https://support.patientprism.com/hc/en-us) - ![](https://patientprism.com/wp-content/uploads/2020/09/Affiliate-Program@2x.png) ### [Affiliate Program Be a part of Patient Prism's growing network of affiliates.](https://patientprism.com/affiliates-program/) - [Contact](https://patientprism.com/contact/) - [Patient Prism LOGIN](https://web.patientprism.com/) - [Schedule Demo](https://patientprism.com/schedule-demo/) Patient Prism's Dental Industry Blog Here you'll find hundreds of articles and video interviews with dental industry experts on the topics of DSO and practice growth, dental software, call-tracking technology, patient experience and artificial intelligence fueling the dental industries ability to treat more patients and change lives. - by: Almarie Burch - 10 min read # [In New Dental Patient Conversion, the Last Impression Counts](https://blog.patientprism.com/in-new-dental-patient-conversion-the-last-impression-counts) - [Dental Practice Leadership](https://blog.patientprism.com/topic/dental-practice-leadership) - [AI Call Intelligence (1)](https://blog.patientprism.com/topic/ai-call-intelligence) - [Dental Call Tracking (23)](https://blog.patientprism.com/topic/dental-call-tracking) - [Dental Marketing (33)](https://blog.patientprism.com/topic/dental-marketing) - [Dental Practice Leadership (192)](https://blog.patientprism.com/topic/dental-practice-leadership) - [Dental Technology (71)](https://blog.patientprism.com/topic/dental-technology) - [DSO (42)](https://blog.patientprism.com/topic/dso) - [Multi-Practice Growth (95)](https://blog.patientprism.com/topic/multi-practice-growth) - [![](https://cdn2.hubspot.net/hubfs/6464971/blog_9_wow_design/facebook-logo%20(2).svg)Share](https://www.facebook.com/sharer/sharer.php?u=https%3A%2F%2Fblog.patientprism.com%2Fin-new-dental-patient-conversion-the-last-impression-counts) - [![](https://cdn2.hubspot.net/hubfs/6464971/blog_9_wow_design/twitter%20(5).svg)Tweet](https://www.twitter.com/share?url=https%3A%2F%2Fblog.patientprism.com%2Fin-new-dental-patient-conversion-the-last-impression-counts) - [![](https://cdn2.hubspot.net/hubfs/6464971/blog_9_wow_design/linkedin-logo%20(2).svg)Post](http://www.linkedin.com/shareArticle?mini=true&url=https://blog.patientprism.com/in-new-dental-patient-conversion-the-last-impression-counts) - [![](https://cdn2.hubspot.net/hubfs/6464971/blog_9_wow_design/envelope%20(1).svg)Mail](http://www.linkedin.com/shareArticle?mini=true&url=https://blog.patientprism.com/in-new-dental-patient-conversion-the-last-impression-counts) #### [*Note: This article describes a previous version of Patient Prism. You can read about the latest version of Patient Prism, V3, here*](https://blog.patientprism.com/v3)*.* June 2021--When coaching front desk receptionists, we pay attention to making a great first impression to convert prospective dental patients into scheduled patients. But Patient Prism’s monitoring of over 5 million new patient calls has taught us that the LAST impression is as important as the first impression…if not more.  [![A free infographic for your dental practice team to learn WOW customer service](https://no-cache.hubspot.com/cta/default/3321879/430f8ffb-b475-42de-b4ae-2fa93c4de790.png)](https://cta-redirect.hubspot.com/cta/redirect/3321879/430f8ffb-b475-42de-b4ae-2fa93c4de790) Making a final great impression, even after a non-stellar first impression, will often win over the patient to choose your dental practice. We’ve tracked many thousands of calls where the receptionist has turned a new patient’s inquiry-level interest into an eagerness to book the appointment mid-way through the call, late in the call, or during a callback call. The success of new dental patient conversion pivots around: 1. The receptionist’s genuine desire to provide the best customer service. 2. Making phone conversations a comfortable process for callers. 3. Making personal connections that elevate the mood of the caller.  4. Finding solutions to meet the caller’s perceived needs. 5. Going the extra mile to call back and reconnect with potential new patients who were hesitant to make an appointment on the first call.  ## [![Effective call-coaching with Patient Prism. Schedule a demo ›](https://no-cache.hubspot.com/cta/default/3321879/761c93fb-fc64-40bc-97f9-6442aedd67c8.png)](https://cta-redirect.hubspot.com/cta/redirect/3321879/761c93fb-fc64-40bc-97f9-6442aedd67c8) ## WOW Customer Conversion Results from Customer Obsession Judy Kay Mausolf is a well-known author, speaker, and consultant who focuses on creating an amazing dental practice culture. Two of her strategies for delivering [W.O.W. service](https://blog.patientprism.com/judy-kay-mausolf-delivering-wow-service) for dental patients are to consistently provide excellent customer service and to stay patient-focused. The concept of WOW service is a mindset, a choice to be obsessed about providing the best possible experience for those you serve or would like to serve.  In every dental office across this continent, live interaction with a potential new patient typically begins over the phone. To consistently build rapport, set the stage for trust, and book appointments that will help callers receive the oral health care they desire, we must become obsessed with providing an amazing experience – a WOW experience over the phone.  If our intentional, internal passion is to have a positive impact on every human being who calls – to put a smile of satisfaction or joy on their face, then we’re going to succeed. We’re also going to grow in competence that continues to fuel our love for what we do. So, step #1 is to envision what it means to be customer-obsessed and to believe what you do matters not only to the dental practice but to yourself…because you are mission-critical for improving lives. ## 10 Tips to “Get Your Customer Obsession on” 1. Answer each call with a smile on your face and energy in your voice so the caller feels their call is welcome.   2. Use the caller’s name at least three times, so the caller feels recognized as an individual of worth.   3. Treat the caller with kindness and respect throughout the call, so the caller knows you care. Just as you would listen to a VIP, stay in the moment, listening with a focus on the other person. Giving your time and focused attention will validate the caller’s sense of her or his importance to you.   4. Use open-ended questions and listen more than you speak while you learn the caller’s needs and concerns. Respond appropriately to keep the conversation flowing comfortably until you identify how to best meet their needs. Keep in mind not everyone knows oral health care as well as you do, so be careful to not correct the words they use or overwhelm them with technical information. Keep information light unless they ask for more.  [![Effective call-coaching with Patient Prism. Schedule a demo ›](https://no-cache.hubspot.com/cta/default/3321879/761c93fb-fc64-40bc-97f9-6442aedd67c8.png)](https://cta-redirect.hubspot.com/cta/redirect/3321879/761c93fb-fc64-40bc-97f9-6442aedd67c8) 5. Take every opportunity to lift a caller’s spirits. Throughout the call, you will have opportunities to make the caller smile or feel calmer and more assured they are on the right path. Even if they are just beginning their search for a high-value treatment and don’t feel ready to make an appointment, you’ve given them information and insights that will help them along. They will feel comfortable calling you again or when you make a return call.   6. Seek to create moments of connection. Psychologists tell us a positive bond occurs when two or more people, even strangers, connect over a shared positive emotion, be it mild or strong. It might be a shared laugh or your true compassion for a caller’s expressed concern. The most successful receptionists become adept at creating opportunities to make those positive, emotional connections.    7. Intentionally set the stage for a wonderful patient experience. Be enthusiastic about your dentist and the entire dental team. Tell the caller everyone there will compassionately care for their needs and address their concerns.    8. Under-promise and over-deliver. If you say you will do something, then you must follow through and communicate again with the caller. Continue delivering exceptional service every time you tell a caller you will: - Get more information and return their call, - Escalate a concern,  - Talk to the doctor about fitting in a same-day appointment,  - Call them when the next schedule opening occurs, or  - Be there to greet them personally when they arrive.   9. Facilitate keeping the line of communication open when the caller draws the conversation to a close. For example, you might say, - “I look forward to seeing you, and if you have any questions between now and then, please feel free to call me.” - “I’ve enjoyed talking with you. Please feel free to call me back, and if I think of something else that could be of help, I’ll give you a call.”   10. Remind yourself that the last impression you make is just as important – if not more important than the first impression! Like any competitive sport, you can turn things around. Because you are honestly helping the caller meet their needs, the caller and you both win. So, get out there and don’t be afraid to do callback calls that offer additional information and genuine concern for the patient. Potential patients view these as an act of kindness. Many people will book an appointment during that second call because you have made a WOW last and lasting impression. [![A free guide to better phone conversations with dental patients](https://no-cache.hubspot.com/cta/default/3321879/d26017bb-f23a-41c2-9ca9-778283a180a2.png)](https://cta-redirect.hubspot.com/cta/redirect/3321879/d26017bb-f23a-41c2-9ca9-778283a180a2) ### Share Post: - [![](https://cdn2.hubspot.net/hubfs/6464971/blog_9_wow_design/facebook-logo%20(2).svg)Share](https://www.facebook.com/sharer/sharer.php?u=https%3A%2F%2Fblog.patientprism.com%2Fin-new-dental-patient-conversion-the-last-impression-counts) - [![](https://cdn2.hubspot.net/hubfs/6464971/blog_9_wow_design/twitter%20(5).svg)Tweet](https://www.twitter.com/share?url=https%3A%2F%2Fblog.patientprism.com%2Fin-new-dental-patient-conversion-the-last-impression-counts) - [![](https://cdn2.hubspot.net/hubfs/6464971/blog_9_wow_design/linkedin-logo%20(2).svg)Post](http://www.linkedin.com/shareArticle?mini=true&url=https://blog.patientprism.com/in-new-dental-patient-conversion-the-last-impression-counts) - [![](https://cdn2.hubspot.net/hubfs/6464971/blog_9_wow_design/envelope%20(1).svg)Mail](http://www.linkedin.com/shareArticle?mini=true&url=https://blog.patientprism.com/in-new-dental-patient-conversion-the-last-impression-counts) ##### [Previous Article](https://blog.patientprism.com/the-best-dental-call-tracking-software-for-your-practice) ### [The Best Dental Call Tracking Software for Your Practice](https://blog.patientprism.com/the-best-dental-call-tracking-software-for-your-practice) ##### [Next Article](https://blog.patientprism.com/ai-technology-is-adding-to-actionable-insights-in-dentistry) ### [AI Technology Is Adding to Actionable Insights in Dentistry](https://blog.patientprism.com/ai-technology-is-adding-to-actionable-insights-in-dentistry) ![shape](https://cdn2.hubspot.net/hubfs/6464971/blog_9_wow_design/shape.svg "shape") #### Subscribe to our blog for the latest updates ![Sign Up For Patient Prism Dental Newsletter](https://blog.patientprism.com/hubfs/images/icons/Sign%20Up%20For%20Patient%20Prism%20Dental%20Newsletter.png "Sign Up For Patient Prism Dental Newsletter") By submitting this form you will be receiving our latest updates on post. We're committed to your privacy. Patient Prism uses the information you provide to us to contact you about our relevant content, products, and services.  You may unsubscribe from these communications at any time.  - Recent - Popular [Dental Practice Leadership](https://blog.patientprism.com/topic/dental-practice-leadership) ##### [Bulletproof: Patient Prism Equips Private Dentists to Compete with DSOs](https://blog.patientprism.com/bulletproof-patient-prism-equips-private-dentists-to-compete-with-dsos) [Dental Practice Leadership](https://blog.patientprism.com/topic/dental-practice-leadership) ##### [Bulletproof: Did a New Patient Call and Then Fail to Schedule? 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[![Download Now](https://no-cache.hubspot.com/cta/default/3321879/c4da101c-9fa1-4943-aa0e-205721d69f7f.png)](https://cta-redirect.hubspot.com/cta/redirect/3321879/c4da101c-9fa1-4943-aa0e-205721d69f7f) #### Ready for a quick demo? ### Patient Prism is A.I.-driven software that helps dental practices grow new patient revenue by booking more first-time callers. Instantly increase new patient revenue by 30% on average. Patient Prism provides your front desk team or call center with the tools and coaching they need to book more new patients on the first phone call.  [![Schedule Demo](https://no-cache.hubspot.com/cta/default/3321879/0b902015-8fd3-4970-b9f9-fd203c36af1c.png)](https://cta-redirect.hubspot.com/cta/redirect/3321879/0b902015-8fd3-4970-b9f9-fd203c36af1c) ### Related Posts - [by Deborah Bush](https://blog.patientprism.com/author/deborah-bush) - 6 min read #### [Bulletproof: Patient Prism Equips Private Dentists to Compete with DSOs](https://blog.patientprism.com/bulletproof-patient-prism-equips-private-dentists-to-compete-with-dsos) August 2023 In Bulletproof Dental Practice Podcast Episode 302, hosts Dr. Peter Boulden and Dr. Craig Spodak ask Patient... - ##### [Dental Practice Leadership](https://blog.patientprism.com/topic/dental-practice-leadership) - [by Deborah Bush](https://blog.patientprism.com/author/deborah-bush) - 4 min read #### [Bulletproof: Did a New Patient Call and Then Fail to Schedule? Reach Out!](https://blog.patientprism.com/bulletproof-new-dental-patient-fail-to-schedule-reach-out) August 2023 "If there is anything resounding that we have learned at Patient Prism, it is that reaching back out to offe... - ##### [Dental Practice Leadership](https://blog.patientprism.com/topic/dental-practice-leadership) - [by Deborah Bush](https://blog.patientprism.com/author/deborah-bush) - 6 min read #### [Bulletproof: There Is Actionable Intelligence in Your Calls](https://blog.patientprism.com/there-is-actionable-intelligence-in-your-calls) August 2023 In Bulletproof Dental Practice Podcast Episode 302, hosted by Dr. Peter Boulden and Dr. Craig Spodak, Patien... - ##### [Dental Practice Leadership](https://blog.patientprism.com/topic/dental-practice-leadership) [![Patient Prism Logo](https://blog.patientprism.com/hs-fs/hubfs/images/logos/PPLogo_eHed.png?width=274&height=79&name=PPLogo_eHed.png "Patient Prism Logo")](https://www.patientprism.com/) 2803 W Busch Blvd, Suite 201, Tampa, FL 33618 1-800-381-3638 PRODUCT - [Product](https://www.patientprism.com/product-overview/) - [Pricing](https://www.patientprism.com/pricing/) - [Affiliate Program](https://www.patientprism.com/affiliates-program/) TEAM - [About Us](https://www.patientprism.com/about/) - [Contact Us](https://www.patientprism.com/contact-us/) - [Support](https://support.patientprism.com/hc/en-us) - [In the News](https://www.patientprism.com/in-the-news/) SOLUTIONS - [DSO](https://www.patientprism.com/multi-group-solutions/) - [Private Dental Practice](https://www.patientprism.com/private-dental-practice-solutions/) - [Office Manager](https://www.patientprism.com/front-desk-solutions/) - [Marketing Manager](https://www.patientprism.com/marketing-manager-solutions/) RESOURCES - [Help Center](https://support.patientprism.com/hc/en-us) - [eBooks, guides, and charts](https://www.patientprism.com/guides-ebooks-and-charts/) - [Case Studies](https://www.patientprism.com/case-studies/) - [Blog](https://blog.patientprism.com/) - [Academy](https://academy.patientprism.com/) - [Privacy Policy](https://www.iubenda.com/privacy-policy/84700694) - [Accessibility](https://patientprism.com/accessibility/) - [Terms & Conditions](https://patientprism.com/terms/) Third-party trademarks, logos, and trade names appearing on the site are the property of their respective owners. Copyright Patient Prism®. 2020 All rights reserved. ![](https://googleads.g.doubleclick.net/pagead/viewthroughconversion/834660133/?guid=ON&script=0) ![](https://dc.ads.linkedin.com/collect/?pid=150810&fmt=gif) ```json { "@context" : "https://schema.org", "@type" : "BlogPosting", "author" : { "@type" : "Person", "name" : "Almarie Burch", "url" : "https://blog.patientprism.com/author/almarie-burch" }, "dateModified" : "2023-07-15T13:04:03.501Z", "datePublished" : "2021-06-07T15:47:35.000Z", "headline" : "In New Dental Patient Conversion, the Last Impression Counts", "image" : [ "https://blog.patientprism.com/hubfs/WOW.png" ], "mainEntityOfPage" : { "@id" : "https://blog.patientprism.com/in-new-dental-patient-conversion-the-last-impression-counts", "@type" : "WebPage" }, "publisher" : { "@type" : "Organization", "logo" : { "@type" : "ImageObject", "url" : "https://blog.patientprism.com/hubfs/2024_Patient-Prism_Logo_Blue.png" }, "name" : "Patient Prism" } } ```