Make parents and patients feel like they are part of your oral healthcare team. Use “we” instead of “I” during parent and patient interactions. Treat parents and patients as the center of everyone’s …
Advice for the Orthodontist – Give credit where it’s due.
Advice for the Orthodontist – Give credit where it’s due. Everyone on the team should acknowledge who has come up with a good idea… but it’s especially important for you to do so. As practice leader, …
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Advice for the Treatment Coordinator – Have an effective follow-up system in place.
Advice for the Treatment Coordinator – Have an effective follow-up system in place. Many ortho practices focus so much on “closing” the prospect during the consult that they forget about the potential …
Eliminate inefficiencies.
Eliminate inefficiencies. Eventually, even the best practice systems develop bottlenecks that reduce efficiency and increase stress. That’s why all systems should be replaced—not merely tweaked—every …
Strive for “WOW” customer service.
Strive for “WOW” customer service. Parents and patients will recommend your practice only when you provide them a great experience. If the customer service is mediocre at best, parents and patients …
Reduce no-shows and last-minute cancellations.
Reduce no-shows and last-minute cancellations. They can wreak havoc on the practice’s schedule and bottom line, especially in a slow economy. Training and scripting can greatly reduce missed …
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Advice for the Orthodontist – Behave like a CEO every day.
Advice for the Orthodontist – Behave like a CEO every day. As the practice leader, you can have a profound, positive effect on team members if you: Come to the office energized Greet team members …
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Advice for the Orthodontist – Make business education a priority.
Advice for the Orthodontist – Make business education a priority. The Great Recession and its aftermath have ushered in a host of permanent changes that have forever altered the dental profession. In …
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Reduce no-shows and cancellations.
Reduce no-shows and cancellations. Truly satisfied parents and patients have a high level of trust in the practice and are more likely to not only keep their appointments but also be on time. Examine …
Look at the practice from the parent and patient viewpoint.
Look at the practice from the parent and patient viewpoint. Team members should both read over scripts and “act them out” or role-play. This training process reinforces important practice information. …
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Avoid negativity.
Avoid negativity. Positive people inspire others to act in a positive manner. If the doctor or team members have a tendency to be negative, then others may follow that example, which usually leads to …
Advice for the Orthodontist – Thank parents and patients who make referrals.
Advice for the Orthodontist – Thank parents and patients who make referrals. Anyone who refers should receive a personal thank-you call from the orthodontist. The practice should also send an email to …
