Silence is costing your practice more than you think. Every time you put a patient on hold and they hear nothing but dead air—or worse, that same generic tune on repeat—you’re missing out on a chance to build trust, educate, and even grow your practice. In this episode, we uncover why silence is expensive and how your on-hold message can become one of the most overlooked marketing tools in dentistry.

In this episode of the Raving Patients Podcast, I sit down with John Waller, “The On Hold Guy,” who has been serving the dental industry for over 30 years. Together, we explore how customized on-hold messaging can transform patient experience, strengthen your brand, and increase ROI—all for just a few dollars a day.

If you’ve ever wondered whether patients are tuning out during those long hold times, or how you can turn wasted moments into opportunities, this conversation will show you the way.

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What You’ll Learn in This Episode:

• The true cost of silence: Why patients hang up when they hear nothing (and how to prevent it).
  
  
• The anatomy of a great on-hold message: From doctor credentials to services, reviews, and even staff shout-outs.
  
  
• Technology made simple: Whether your office runs on VoIP or still uses landlines, implementation is easier than you think.
  
  
• Best practices you should be using: From alternating voice talents to updating scripts quarterly for fresh impact.
  
  
• How on-hold messages boost ROI: Simple tracking methods and patient feedback that prove the value.
  
  
• Creative content ideas: From dental trivia to highlighting employee-of-the-month, keeping patients engaged and connected.
  
  

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Key Takeaways

00:00 Introduction and Event Announcement

01:28 The Importance of On-Hold Messaging

02:41 Creating Effective On-Hold Messages

05:45 Implementation and Compatibility of On-Hold Systems

07:59 The Role of Patient Education

09:11 Voice Personalization in On-Hold Messages

10:48 Script Writing and Customization

12:44 Best Practices for On-Hold Messaging

16:12 Content Suggestions for On-Hold Messages

19:33 Measuring ROI from On-Hold Messaging

22:55 Trial Period and Getting Started

23:46 Referral Program and Networking

24:49 Lightning Round Q&A

29:38 Conclusion and Contact Information

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Connect with John

If you’d like to learn more about how The On Hold Experience can help your practice transform silence into a patient education and marketing tool, reach out to John directly:

• Call/Text: 208-546-8330
• Email: theonholdguy@gmail.com
• Try the 45-Day Free Test Drive — no long-term commitment, just $59/month after.

John is easy to reach, quick to respond, and passionate about helping dental practices make every patient interaction count—even the ones spent on hold.

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Learn proven dental marketing strategies and online reputation management techniques at: https://www.drlentau.com

This podcast is sponsored by Dental Intelligence. Learn more at: https://www.dentalintel.com/

This podcast is sponsored by CallRail, call tracking & lead conversion software for dentists. Find out more at: https://www.callrail.com/

Raving Patients Podcast is your go-to place for the latest and best dental marketing strategies that will help you skyrocket your practice. Follow us for more!

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