Hi! I'm Amy Demas
Let me show you how my past will empower the practice of your future.
Hi! I'm Amy Demas
Let me show you how my past will empower the practice of your future.
Why am I the best coach for your team?
Worked as a Vice President at Bank of America
Awarded over 56 U.S. Patents for statistical and process development work
Earned Green Belt Six Sigma certification
Inventor of the Year at Bank of America in 2008
Received Distinguished Toastmaster title and am an award-winning communication evaluator
One of the first 1000 women to ever attend the United States Military Academy
Received a BS in Mechanical Engineering from
Missouri University of Science & Technology
Earned an MBA
I am here to help you deliver superior customer service, streamline communication and save thousands of marketing dollars by establishing better relationships with patients.
I am so proud to be recommended by 100% of Doctors AND Staff
I believe in establishing trust among doctors, their staff and patients and instilling confidence in front desk employees. No more “gotcha” calls or walking on eggshells.
Accountability
Respect
Trust
Honesty
Expertise
I would highly recommend her coaching program to any practice looking to enhance their patient communication!
Dr. Lance Miller, Keene Orthodontic Specialists
Preferred Provider For:
As a bonus for being a member of these organizations you will receive a discount on my services.
Schulman Group leaders say
“The Schulman Group is pleased to call Amy Demas/Communicate Excellence one of our valued preferred consultants and a huge advocate for our educational programming efforts. Her "can do" attitude has served the group in many capacities over the years…..as a consultant, as a program speaker and most recently served as moderator for our Doctor and Team Meeting. As speaker and consultant, Amy offers invaluable insight on communication skills for all orthodontic team members and has helped a number of our members streamline and improve office interactions with patients.”
Emily, Mari's List says
"Amy Demas is a shining star when it comes to training front desk staff, scheduling coordinators and treatment coordinators. She truly communicates excellence. Mari's List feels confident endorsing Amy because of her long history of exceptional professionalism and glowing reviews from our members."
Hear from Amy
HOW TO WORK WITH ME
Phone Coaching
Telephone skills training for efficient and impactful first impressions with your receptionist and front office team.
Sales Coaching
Treatment Coordinator communication training for consultations to adapt, read the room, and win the start.
Workshops & Keynotes
Book me for your team or appreciation event you are running to provide customer experience training.
Join my mailing list for regular inspiration, tips and techniques to share with your team.
Watch my short video on the 5 Types of Questions as a welcome gift.
Did you know there are different types of questions? Annoyingly, we often default to the question type that doesn't actually help move us towards our goal.
Take a few moments to watch my short video and you'll learn a few of the different types so you can be more conscious of your speaking habits and bring the correct question type to the situation at hand.
Do share this video with the rest of your team to help them make the same change - it's my little thank you for having you join my mailing list.
How to Remove Hurdles and Avoid Leading "No's" to Tough Questions
I know sometimes our patients ask us tough questions where the most direct reply is, "No." I get it. It's effective, but many times it is not received well. And many times it feels like we put a hurdle in their path.
Let's talk about a few of the common tough questions and how to adapt our responses.
Business Hours
"Are you open on Fridays?" The most direct answer for many of us is, "No we're not…"
Let's flip it. Let's say what we can do.
Now we reply with, "We currently see patients Monday through Thursday." See...you've answered with what you can do.
Referral
Another common one is, "Do I need a referral?"
Again, the most direct answer is, "No you don't." But that is again harsh and it has that negative connotation.
So let's flip a response to a more positive reply. "Great news You don't need one!"
Insurance
Oh, this can be a doozy and we tend to keep those hurdles up instead of removing them. Here is how it usually begins, "Are you in network with my plan?"
Instead of saying, "No, we're not," change it to, "While we're not in network with them. We do accept all insurances, file for you, and work to maximize your benefits."
Or, for those instances of state-funded insurance you can proceed to an affordability solution and say, "While that insurance does not cover orthodontic benefits, we are very successful at setting up payment plans to fit monthly budgets."
Price
That leads me on into a cost question. We get asked, "Can you tell me how much that costs?"
Most replies are a tap-dance routine of how you don't quote fees on the phone...you don't know how much treatment costs...or worse yet have a CYA response of, "Well, it could be anywhere from $3000 to $10,000."
AHHHHH!!!!
I want you to break it down, remove the hurdle, and go to the affordability. And what you can say is, "Your investment is going to be unique to your solution, but what I CAN tell you is we're very successful at setting up payment plans to fit monthly budgets."
Now if they press you even more, feel free to use the "as low as" language. It looks like this, "We can get down payments as low as "$xxx and monthlies as low as $xxx."
Hurdle removed. Solution provided.
Watch and hear the difference
Summary
So in summary, remember to:
Remove hurdles
Avoid leading "no" responses
Say what you CAN do for them
We want to make sure that we are removing those hurdles because not many of us are high hurdle jumpers. And we want to avoid the leading nos. Flip it.
Give it a try and let me know how it goes for you.
Our Clients' Experiences
