Stress happens when systems become obsolete. When the systems in your ortho practice are outdated, inefficiency rules the day. Appointments get delayed, parents complain, and staff members feel …

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Advice for the Marketing Coordinator – Repairing damaged referral relationships. When referrals drop off significantly, set up a meeting with the referring doctor as quickly as you can. In nearly all …

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Advice for the Orthodontist – Strive for consistency. Staff members are looking for stability in their daily routine. If office policies are constantly changing, they create uncertainty and stress in …

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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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