Extraordinary customer service is just as much what you don't do for your
patients and parents as it is what you do for them. Learn "8" tips to help you
do things right throughout your patient's passage through orthodontics. By the
end of this session, you'll be brainstorming ideas and solutions to turn the
previously perceived negative customer service practices into positives.
You will learn the importance of working your recall system to maximize
practice profitability, including the use of a patient rating system,
customization of postcards and letters, and proper follow up. Role-playing will
be utilized to display ideal scripting and necessary communication materials,
which should be provided at the conclusion of the new patient exam. You'll also
learn unique ways to continue the relationship building process with patients.
This presentation will allow all participants to share their ideas on what has
made their recall system successful and how they encourage patients to seek
treatment when they are ready for braces.
This session will discuss how to make patients love you, keep them coming back
and tell everyone they know. Review of the principles used to develop patient
loyalty including; how to say everything in terms of the patient, how to say
"yes" and be friendly in every situation, how to have fun on the job and how to
get patients to tell good stories about you and your practice. Included will be
a self-evaluating questionnaire with tips and examples to improve patient
service success. Discussion on the secret words to use when a patient
complains, along with the forbidden phrases we should never say when talking
with a patient/parent.
Effective teams consist of players with different skill sets and personalities.
The goal of this session is to highlight the importance of teamwork and
demonstrate how each team member should fulfill his or her role in the
practice. Cathy will utilize role-playing to demonstrate how one weak link in
the flow can decrease your overall office productivity and patient
satisfaction. Positive examples of effective teamwork will also be
This interactive presentation will focus on the "Story Board" problem solving
technique: teaching you how to identify and solve problems, and prioritize the
needs of the practice in order to maximize the efficiency of operations.
Practical strategies on team problem solving, holding effective staff meetings
and utilizing the critical thinking process will be depicted with suggestions
and comments from the audience.
This program will review and instill the importance of the role of chairside
assistants in the overall success of a patient's orthodontic treatment and
experience. Participants will gain a full understanding of the steps they can
take to improve their skills and knowledge, and learn how to increase their
efficiency in the operatory. The habits learned will escalate the participants'
desire to be the best at their jobs.
This program will review and instill the importance of the role of the Office
Manager in the overall success of the practice. Participants will gain a full
understanding of the steps they can take to improve the teams morale,
motivation, skills, and overall efficiency in the practice. This 3 hour session
will include discussions on office policy, statistical analysis, marketing
plans and story boarding.
This program will walk you through the steps to begin building your treatment
protocols. This process begins with the evaluation of your finished cases and
analysis of a successful treatment plan. The participants will gain a full
understanding of the key elements needed to build the protocols and how the
clinical staff can be utilized during the developmental and implementation
phase. Successful treatment plans are the roadmaps to increased efficiency in
the operatory for the clinical team.
Many Doctors and teams are challenged with the every day demands of a busy
practice and their personal life circumstances. By focusing on achieving
balance in your life you will notice your practice life improving. You'll be
more relaxed and better able to serve your patients and produce great
orthodontics. Learn effective steps to assist you in maintaining balance in the
unequal, ever changing environment of the orthodontic practice and your
- Learn when to and how to effectively delegate
- Learn how to manage work overload
- Learn how to manage multiple demands
- Learn habits to maintain balance when time is limited
- Learn how to be flexible
Many teams are challenged with the every day demands of working in a busy
practice and taking care of their personal lives and individual needs. When you
focus on achieving balance in your life you will notice your practice life
improving. You'll be more relaxed and better able to serve your patients, be a
more effective team member, and assist in producing great orthodontics. Learn
steps to assist you in maintaining balance in the unequal, ever changing
environment of the orthodontic practice and your life.
- Learn how to prioritize your work day
- Learn how to increase your confidence in your ability to make a
meaningful contribution to the practice
- Learn tips to manage work, home and play
- Tips to help you gain control over your life
Most orthodontic practices today utilize their clinical staff, who are trained
to assist and perform highly technical skills in the mouth, for additional
tasks outside the realm of working with patients. Clinical team members
sometimes struggle with finding the time to balance patients and their side
jobs. Learn effective steps to assist in organizing your day, prioritizing
based on the practice needs, and delegation to other team members.
Understanding the importance of how well you balance your responsibilities
affects the practices harmony and the patient's experience is crucial to your