When you upgrade systems, update training, too. Most ortho systems need to be replaced every three to five years. Think of team training as an essential part of the process. Develop new scripting to …

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Advice for the Orthodontist – Provide continual and relevant training. In today’s ever-changing field of orthodontics, team members need to update their skills annually. Just as orthodontists are …

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Conduct surveys once or twice a year. Surveys of parents and adult patients should include 5–10 questions and take only a few minutes to complete either in the office or online. By listening to …

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Make use of role-playing. Team members should read over customer service scripts and “act them out” or role-play. This training process reinforces the right messages and helps staff members see the …

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Further the relationship. When patients and parents come in for appointments, always try to learn a few more things going on in their lives since the last appointment. Most patients and parents …

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Principles of Practice Leadership: Bring out your inner “coach.” Understand that the relationship between a leader and a follower works best when it’s like that of a teacher and a student. Rather than …

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Advice for the Orthodontist – Set clear expectations. To perform well, team members need to know what they are supposed to accomplish. Providing staff accurate job descriptions helps them fully …

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Advice for the Treatment Coordinator (TC) – Develop greater synergy with the doctor during the consult. By carefully scripting the consult, the TC and doctor can complement each other without being …

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Improve communication with scripting. Look at any successful ortho practice and you will see an office that communicates extremely well. Communication affects every aspect of the patient and parent …

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Answer calls by the third ring. Whenever the phone rings, it may be a parent of a prospective new patient. Regardless of how busy the practice may be, pick up the call quickly and be prepared… with …

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Use multiple resources to promote your practice in the community. Your ortho practice should utilize various marketing outlets, including your website and social media, to create greater awareness …

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Leave personal problems at home. Patients and their parents should never be able to tell that your day didn’t start off so well because you got caught in traffic. Nothing in your behavior should …

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