Advice for the Treatment Coordinator (TC) – It’s all about selling. As a TC, you have a job description that encompasses many responsibilities. But if you had to sum them up in one word, that word …

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Performance Target: Create written scripts for all routine parent/patient conversations within six months. Parent/patient satisfaction requires that team members have strong communication skills. …

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You’re not perfect, so stop trying to prove you are. When you make a mistake, admit it. Making excuses or blaming others will be seen as weakness. By taking responsibility for your actions—including …

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Watch for parents’ “un-asked questions”… and answer them. Some parents are hesitant to show their lack of knowledge, their fears or other personal issues regarding their child’s treatment. Everyone on …

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Advice for the Orthodontist – Be the motivator-in-chief. Whether you realize it or not, staff members take their cue from you. Motivate the team to do exceptionally well every day. Verbal praise and …

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Find out how others on the team see you. To minimize stress and make the most of team dynamics, you need to know what others think of you as a teammate. Are you considered to be helpful? A good …

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Scripting Tip: Make it a point to say “yes” often. Parents and patients who hear “yes” frequently feel more positive about the practice and perceive that they are getting the very best care. …

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Go out of your way to impress patients and parents. Doctors and teams can only stand out by creating a positive patient experience and letting patients and parents know that they are the number-one …

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Advice for the Marketing Coordinator (MC) – Maintain enthusiasm. In your role as MC, you are often the public face of your practice. Making a good impression when you interact with referring offices …

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Advice for the Orthodontist – Review last year’s performance. Did you hit your targets for referrals, starts and production? If you did, how can you build on that success? If you didn’t, what changes …

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When things go wrong, maintain composure. There will be the occasional bad day, difficult parent or patient, wrecked schedule, sick staff member… all of which increase stress. In the face of …

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Turn compliments into referral opportunities. Parents and adult patients­­ who compliment the doctor or staff members are excellent candidates to ask for referrals. Everyone at the practice can be …

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