Heather Nottingham, co-founder and VP of training at All-Star Dental Academy, is interviewed by Alex Nottingham, JD, MBA on Dental All-Stars to discuss the topic of mystery calls in dentistry. Heather explains that mystery calls are an old school tactic where companies record phone conversations to catch employees doing things wrong. While the intention may have been to improve training, it often ends up embarrassing and demoralizing the team members. Mystery calls can be easily spotted and team members may become resistant, arguing that the calls are not representative of real patient interactions. This podcast explores the difference between sales training and service training, advocating for a patient-centered approach that focuses on building rapport and trust. Instead of mystery calls, the hosts suggest alternatives such as recording real calls with proper consent or using tracking numbers to assess marketing performance and quality assurance.
RESOURCES:
- Dental Practice Growth Webinar)
