Don’t hesitate to ask for referrals. Appropriate scripts help team members motivate more adult patients and parents to refer family and friends. For example, at the end of the appointment, the front …

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Scripting Tip – If possible, avoid saying “no” to parents and patients. When you say “no,” the only thing parents and patients hear is that you aren’t going to help them. Instead of saying “No, we …

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Deliver “WOW” customer service. Patients who have a very positive experience at your practice will probably tell others about it. When they tell their friends about how well they were treated, you’ll …

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Advice for the Orthodontist – Replace outdated computers and software. Technological innovation moves at an increasingly accelerated pace. Trying to get by with 10-year-old computers or software is …

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Manage your online reputation. If you Google your practice, you may be surprised at what you see. Try to correct any negatives you find, because the internet is how most new patients will learn about …

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When conflict occurs, don’t escalate it. When you find yourself in disagreement with another team member, take a breath, step back and think through how you want to handle it. All too often, an …

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Use every opportunity to promote your brand. Every type of communication with parents and patients provides an opportunity to project the desired practice image, reinforce the relationship and …

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Advice for the Orthodontist – Offer an alternative to high down payments. Today, there are many people who reject ortho treatment simply because they can’t afford the down payment. Ortho practices …

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Telling leads to selling. For case presentation, try thinking more like a trusted advisor. Parents and patients are turned off by the hard sell but fully appreciate doctors telling them about their …

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Welcome a new associate doctor warmly. Some teams will treat an associate differently than the practice owner. Put yourself in the associate’s shoes. It’s always challenging when starting a new job, …

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Improve listening skills. Listening is a difficult skill to master, especially in a busy practice. Listening involves more than just hearing what patients or fellow team members are saying. You also …

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Protect the orthodontist’s valuable time. As the main producer in the practice, the doctor needs to remain focused on patient care. As a team member, you can help the orthodontist keep that focus by …

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