“How much do you charge for a cleaning?” How should your front desk handle questions like that? By applying the Golden Rule! The FD should just answer the caller's question as best as he or she can and then proceed with two questions: Ask the caller's name and the last time the person were in. (This will tell you if they are a NP or not.) If the caller is a NP, the FD should have an NP form with whatever other questions you want answered. The FD needs to be polite and professional and be able to easily and comfortably answer typical NP questions accurately, especially in regards to insurance. If a caller wants to bail they will, but the FD needs to be able to direct and control the call without being obnoxious.