dental team training

The Call That Went Badly

A bad phone call is the one failure in a practice that the patient reports to somebody else's front desk. If you do hear about it, the usual fix is a conversation in the hallway, which reaches one person and nobody else. This post is about taking the call to the written page: whether the page was right, silent or wrong, and what it should say afterward.

October 5, 2026 · 7 min read

When a Patient Asks the Assistant

The doctor steps out and the patient asks the assistant what she would do. The ADA has drawn her line in a different place from the front desk's, and the state practice act draws it again by how close the dentist has to be. Neither is where most practices assume.

September 21, 2026 · 7 min read

The Handoff Nobody Documents: From the Chair to the Front Desk

Every practice runs the same twenty feet dozens of times a week. The doctor finishes, the patient walks up front, and a different person takes over the conversation. Almost nobody has written down what is supposed to cross with them. The ADA has, and the word it uses for the person at that desk is worth reading twice.

August 31, 2026 · 7 min read

Cross-Training Without Burning Out Your Office Manager

Cross-training is the most-talked-about operational fix in dentistry — and the most quietly failed one. Here's how to roll it out without burning out the office manager you're trying to protect.

June 22, 2026 · 6 min read

Why Dental Front Desk Training Keeps Breaking Down (and How to Fix It)

"Sit with Kathy for two weeks" isn't a training plan — it's a bottleneck. Why front desk training falls apart in dental offices, and four habits that make onboarding repeatable even through turnover.

June 10, 2026 · 6 min read