Make every patient and parent feel special. Superior customer service is about treating each orthodontic patient and parent like a VIP. Imagine your favorite public figure as your patient. How would …

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Advice for the Marketing Coordinator – Customize your marketing strategies. Target marketing strategies based on the level of referrals you receive from each practice. Top referring doctors and their …

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TC Tip: There’s a better way to say, “Do you have any questions?” This may sound like a great question, but it can actually signal to parents and patients that the conversation is over and that you …

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Keep your performance targets in mind. All staff members can contribute to the success of the practice by knowing and tracking targets that relate to their jobs. From front desk personnel keeping 98% …

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Advice for the Orthodontist – Motivate staff every day. Whether you realize it or not, staff members take their cues from you. You owe it to them and the practice to motivate the team to do …

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Participate in meetings. Your opinion matters. Some people have a tendency to sit back in group settings and let others do the talking. Remember, you’re part of the practice too, and you can bring a …

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Advice for the Front Desk Team – Don’t procrastinate on overdue accounts. The longer you wait for overdue payments, the less likely you are to collect. Contact parents who owe money to the practice …

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Always look for ways to build the relationship. Every time patients and parents come to the practice, try to learn at least one new thing about them. When you ask, “What’s new in your life?” it often …

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Implement the seven-day rule for new patients. New patients should be seen for consultation within seven days after contacting the office. Once treatment is accepted, patients should be scheduled …

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Advice for the Orthodontist – Consistently share information. Some orthodontists fail to communicate regularly with their team about the practice’s vision, daily targets and yearly goals. Keeping team …

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Do the little extras. For example, if you see a piece of trash on the floor in the reception area, don’t ignore it. Pick it up and throw it away. While that specific activity may not be in your job …

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Advice for the Marketing Coordinator – Use targets to improve marketing performance. Rather than saying you want to get more parent referrals, use a specific target such as generating referrals from …

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