Welcome to Client Services!
Our role in the patient’s journey at Dental Boutique (DB) is one of the most important and potentially life changing in the whole journey.
We are the first point of contact when a patient reaches out to achieve their dream smile and our impact on that first call can determine whether or not they even step foot in the clinic.
In this opening lesson we will go over the following (click the title to jump ahead!)
What is Client Services?
Client Services (CS), often referred to as Enquiries, are responsible for making the initial contact with the prospective patient. We are the team that is the first person they talk to, regardless of how they reach us.
- Direct phone call
- Submitting an enquiry form
- Downloading a price list
- Sending us a DM/SMS/Email
Whether the patient reaches out via the website or social media, we get the enquiry form and give them a call to talk about their dental concerns.
Once we receive the enquiry, we aim to contact the patient with in five minutes to chat about what it is that got them to reach out.
- Cosmetic work
- Invisalign treatment
- Surgical options
- General dental concerns
We do it all at DB and its our job in CS to ensure we book the patient with the best clinician for their needs.
Being the first contact and almost the face of the business, at least until they come to the clinic and meet the team there, we need to maintain a friendly, professional and understanding tone. As we talk to a range of patients from people super excited to come in and get veneers to people terrified of the dentist and needing major surgery.
It’s important that we remember every patient is different and every journey is someone on their first steps of changing their life!
What is our role at DB?
Quite simply, our role is to book new patients in for a Smile Discovery Session.
There is, of course, more neuance than that. But that is the main goal for CS agents. Ensure that the experience they receive over the phone exceeds the expectation set by the patient and make them want to come see our fantastic clinicians.
As mentioned above, we are the first contact and voice of DB that the patient hears when we call them (or they call us).
Our role is to ensure we dig a little deeper into the patients needs and find the best clinician to book them in with on the journey to their new smile.
Our aim is to ensure all the sites have their books nice and full of new patients so the dentists can continue to create people’s dream smile’s!
Every morning, we work through the leads that have come in overnight, then get to work on our various pipelines of tasks.
- Enquiry nurtures
- These are people who didn’t answer our first call and generate some more attempts to call
- Price list downloads
- People who enquired via a price list download. These patients are often just looking for some answers about what options they have.
- Whilst we don’t have answers on prices, we can get them in the room with the peopel who do – the dentists!
- Direct calls in to DB
- Patients who have looked up or been given our number and called us directly
- DMs/SMS/Email
- Some leads come to us directly through Direct message or SMS/email
- We have a dedicated admin team on to manage these too!
Most agents make/receive over 100 calls per day!
Trust based selling
Core Idea
People don’t want to be “sold to.” They have a problem they want to solve and are seeking someone they can trust to help them make the right decision.
Mindset Shift
From: “How do I convince them to choose us?“
To: “How do I build enough trust that they feel safe choosing us?“
Key Principles
1. Start with their problem, not your solution
- Ask: “What’s been happening that led you to reach out?”
- Focus on understanding their pain, urgency, and what matters to them.
- People feel safer when they know you’re not here to push—you’re here to help.
2. Lead with curiosity, not control
- Ask open, honest, low-pressure questions
- Avoid “pitching” early. Instead: “Can you help me understand how this has been impacting you?”
3. Build trust through presence, not persuasion
- Stay fully present. Let silence do some of the work
- Reflect what you hear to show deep understanding
- Don’t rush to “solve” – stay in their world first
4. Detach from the outcome
- Don’t sell – diagnose.
- Be willing to say: “This may or may not be the right fit, and that’s okay”
5. Be the trusted advisor, not the salesperson
- Offer clear, honest guidance when they’re ready
- “Would it be helpful if I shared what I’ve seen work in situations like yours?”
Why this works
- Builds credibility and connection
- Reduces pressure and resistance
- Helps people feel safe and confident in choosing you
Conversation Tips
Instead of saying…
- “Let me tell you what we offer.”
- “Here’s what we can do for you.”
- “I think this is a great solution for you.”
- “Are you ready to book in?”
Try Saying
- “Can I ask what prompted you to reach out today?”
- “What would you like to see change?”
- “Would you like to explore some options together?”
- “What would feel like the right next step for you?”
The Bottom Line
Trust opens the door to action.
When people feel heard, safe, and understood, choosing you becomes the natural next step.
Lets get into it! The following courses will set you up for success and ensure you are ready to make your first call!
