Don’t try to be the winner all the time. When the team’s brainstorming to solve a problem, by all means put your best thinking forward… but don’t become overly protective of your own ideas. Be …

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Request testimonials. Satisfied patients and parents will gladly give a testimonial, if you ask them. Nothing inspires greater confidence than what other parents and patients say about an ortho …

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Script every parent and patient interaction. Scripting helps orthodontists and team members communicate more effectively with parents and patients. As in sports, working from the same “playbook” …

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Keep your social media posts short. More and more people are using smartphones for everything… including connections to their favorite social media sites. Even if there’s no character limit at the …

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Advice for the Orthodontist – Ask the team for suggestions. Team members have an excellent understanding of the practice. They are “in the trenches” every day, know the issues, and have insight into …

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If a team member makes a mistake, talk to that person about it first. We all make errors from time to time. If you think you spot one, speak to the person to find out what happened. You’ll be showing …

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Understand that small things count. Whether it’s minimizing waiting time, offering bottled water or providing Wi-Fi, go out of your way to make parents and patients feel welcome and comfortable at …

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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 When the systems in your ortho practice are outdated, inefficiency rules the day.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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