Implementation of front-desk standards

Implementation of front-desk standards costs €900: I write scripts for your front desk, set up enquiry tracking and call recording, and train your administrators. About 3 weeks later I run a repeat check to see what has stuck and compare the funnel with the starting figures.

Price

€900

Format

On site + online

Free express check

Timur Sirghi · Updated 30 September 2026

Who it’s for

For private dental clinics that already know where they lose patients, from an audit, an express check or their own review of calls. For owners who want the front desk to work to one set of rules rather than the senior administrator’s memory. And for clinics where calls aren’t recorded and nobody can say exactly how many enquiries came in last month.

The problem it solves

Front-desk losses rarely sit in one place. An administrator stumbles over a price question, and the patient leaves ‘to think it over’. Nobody returns missed calls, nobody looks into no-shows, and a patient with an undecided treatment plan never hears from the clinic again. Fix one thing on its own and the rest pulls it back: a script can’t be checked without tracking and call recordings, tracking is dropped without trained people, and training fades if nobody checks a few weeks later what is still being done.

What’s included

Standards and scripts: price questions, booking a specific time, appointment confirmation

Rules for no-shows and rescheduling

Follow-up with patients who left with a treatment plan but no decision

Enquiry tracking in a CRM or spreadsheet: source, status, missed calls

IP telephony with call recording, if the clinic has none

Administrator training: a session and role-play built on your clinic’s situations

A written front-desk SOP and checklists

A repeat check after about 3 weeks and a call to go through the results

Result

Your front desk has written rules: how to answer a price question, how to book a specific time, what to do about a no-show and when to get back to a patient after a consultation. Every enquiry is logged, calls are recorded, and you see the enquiry → booking → visit → payment funnel in numbers. The repeat check shows what has stuck and what needs fixing, and compares the funnel with the figures from before we started.

What implementation includes

Implementation brings together three parts that don’t work without each other: front-desk standards, enquiry tracking and front-desk training. A script can’t be checked without tracking, tracking is dropped without trained people, and training fades without a check. So I do them together and check the result at the end.

How the work runs

Since 2022 I have personally taken patients from enquiry to payment — more than 100 of them. I write front-desk scripts from that practice: the way I answer a price question or ‘I’ll think about it’ myself.

Starting point. I begin with the audit findings: at which steps patients drop off, and with which administrators. No audit, but you have call recordings, enquiry tracking or a recent review? Then I start from those. If there is nothing yet, I’ll suggest the express check and the audit first: standards are written for the points where the clinic really loses patients.
Baseline figures. We record the funnel: enquiries, bookings, visits, payments. The repeat check is compared against them.
Standards and scripts. I write the rules for calls and messages: price questions, booking a specific time, confirming the appointment, no-shows and rescheduling, follow-up after the consultation. We go through the document together: wording, prices, what the administrator can promise and what goes to the doctor.
Tracking and telephony. I set up enquiry tracking in your CRM or a spreadsheet: source, status, a missed-calls list. If calls aren’t recorded, I connect IP telephony with recording and a notice to callers at the start of the call.
Training. I take the administrators through the standards and we rehearse difficult conversations in role-play. Then I listen to their first calls under the new rules and give each person specific corrections.
Repeat check. About 3 weeks later I contact the clinic again as a mystery patient, listen to a sample of calls and look at the tracking. I compare the funnel with the baseline, and we go through the results on a call.

What I need from the clinic

One person responsible on your side: the owner, practice manager or senior administrator.
Access to your telephony, CRM or the spreadsheets where enquiries are logged now.
Your current price list, services and booking rules.
Time for administrator training, built into the rota.

Pilot: implementation for €450

The first three clinics go through a pilot on special terms: the audit for €0 instead of €300, implementation for €450 instead of €900. The express check is free for everyone. In return the clinic lets me publish before-and-after figures (the name can stay out), the owner gives a testimonial, written or on video, and agrees that my next client may call them for a reference. The pilot block on the home page shows whether any places are left.

What happens next

The SOP and checklists stay with you, and new staff learn from them. If you want someone to check regularly that the rules are followed, the next step is the front-desk control retainer, from €500/month. All steps and prices are on the services page.

Questions and answers

What is the pilot, and what does implementation cost in it?

The pilot is three clinics on special terms. For them implementation costs €450 instead of €900, and the audit €0 instead of €300. In return you allow before-and-after figures to be published (the clinic’s name can stay out), give a testimonial and agree that my next client may call you for a reference. You can see how many places are left in the pilot block on the home page.

Can we go straight to implementation without an audit?

Yes, if you already know where patients drop off: you have call recordings, enquiry tracking or a recent review. If not, I’ll suggest the €300 audit first, with the free express check before it. Without them, standards are written blind.

We have no call recording and no CRM. Is that a problem?

No. If you have no IP telephony with recording, I set it up as part of implementation. Tracking can live in a spreadsheet: what matters is that every enquiry is in one place, with a source and a status. We organise call recording in line with your personal data rules, with a notice to callers at the start of the call.

How do you check that the rules have stuck?

About 3 weeks after the training I contact the clinic again as a mystery patient, listen to a sample of calls and look at the tracking. I compare the funnel with the baseline and show you what has stuck and what needs fixing.

Won’t the administrators sound like they are reading from a sheet?

No. The script sets the steps that must happen and the wording for difficult moments: price, ‘I’ll think about it’, a no-show. Within them, administrators speak in their own words. In training we practise natural conversation, not reading aloud.

What language is the training in?

Romanian, Russian or English, whichever suits your team.