Call First, Text Second: The Follow-Up Mistake Costing Dental Practices New Patients
Most dental practices invest time and money into getting website leads — but far too many lose those leads before they ever book an appointment.
Why?
Because of how they follow up.
In a recent Dental Growth Hack episode, Chris breaks down one of the most overlooked mistakes dental practices make when responding to new website inquiries: texting first instead of calling.
While texting may feel easier and less intrusive, it’s also far easier for potential patients to ignore — especially when they’re already anxious or hesitant about going to the dentist.
Let’s break down why this happens and what to do instead.
Website Leads Are in Research Mode — Not Decision Mode
When someone fills out a form on your website, they’re usually not fully committed yet.
They’re:
-
Comparing practices
-
Checking reviews
-
Looking at pricing
-
Trying to decide if they trust you
This is what we call research mode.
At this stage, texting feels low-pressure — but that’s exactly the problem. A text message is easy to skim, postpone, or ignore entirely.
A phone call, on the other hand, creates immediate momentum.
Why Texting First Underperforms
Texting has its place in dental communication — but it’s not ideal for first contact with a new lead.
Here’s why texting first often fails:
-
No tone or emotion is conveyed
-
It doesn’t build instant trust
-
It’s easy to ignore or forget
-
It doesn’t allow for real-time objections or questions
“Less intrusive” often ends up meaning less effective.
Why Calling First Works Better
A phone call does what a text can’t:
-
Builds human connection
-
Establishes trust and credibility
-
Allows your team to answer questions immediately
-
Shows the practice is responsive and professional
-
Increases the likelihood of booking on the spot
For higher-value cases and new patient inquiries, this matters — a lot.
The Call-First, Text-Second Strategy
The most effective approach isn’t choosing between calling or texting — it’s using both strategically.
Step 1: Call First
Call the lead promptly while interest is high.
Be friendly, helpful, and human — not salesy.
Your goal:
-
Introduce the practice
-
Answer questions
-
Build comfort
-
Move toward booking
Step 2: Text Second
If you don’t reach them:
-
Send a follow-up text referencing the call
-
Keep it personal and helpful
-
Invite them to respond or schedule
Texting should support the process — not replace it.
When Texting Does Make Sense
Texting works best for:
-
Appointment confirmations
-
Follow-ups after a call
-
Existing patients
-
Simple logistics and reminders
But for new website leads, especially high-value ones, texting alone leaves too much on the table.
Key Takeaway
Calling new website leads first isn’t about being pushy — it’s about being human.
A phone call signals that your practice is real, attentive, and actually cares.
Texting should enhance that experience, not replace it.
Who This Is For
This strategy is ideal for:
-
Dental practice owners
-
Office managers
-
Front desk and new patient coordinators
-
Practices struggling with website lead conversion
-
Teams looking to improve follow-up systems
Final Thought
If you’re generating website leads but not seeing them turn into booked appointments, the issue may not be your marketing — it may be your follow-up.
Small changes in process can create big gains in conversion.
And sometimes, it’s as simple as picking up the phone.
👉 Download your free calendar here
Ready to grow with a system that works? Schedule a Free Strategy Session
🛠️ Tools & Tips:
SmartFollow™ – Automated lead follow-up
CallGuard AI™ – Review & coach call performance
PatientLine™ – AI phone assistant for overflow and after-hours
💬 Let’s Talk Strategy:
👉 Book a free strategy session:
https://kickstartdental.com/get-in-touch/
_________________________________________________________________________
_________________________________________________________________________
Join Our Facebook Group!
https://www.facebook.com/groups/nobsdentalgrowth
Check us out! https://kickstartdental.com
Follow us for daily tips, tricks and growth hacks for YOUR practice!
https://www.instagram.com/kickstartdental/ https://www.linkedin.com/company/kicsktart-dental-marketing _________________________________________________________________________
Want to work with KickStart Dental to GROW your dental practice?
Contact mailto:chris@kickstartdental.com
Episode ideas? Guest Inquiries?
Contact mailto:jennifer@kickstartdental.com _________________________________________________________________________
