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Saving orthodontists, like you, thousands of dollars in marketing costs every year because your team knows how to win over each patient by looking after them well -
we're here for all your
customer service training and growth needs.
Communication etiquette just isn't taught in schools, not even at home anymore - especially since the advent of caller id!
Our team members find themselves in "front of house" roles with little to no formal training. Let's make a change. Let's help our people feel confident and eloquent when handling telephone interactions.
because all your customer relationships are real connections, right from the start.
because you're no longer inadvertently upsetting your valued customers.
because you've built trust with your customers from the beginning, so your win ratio is much higher.
Telephone skills training for efficient and impactful first impressions with your receptionist and front office team.
Treatment Coordinator communication training for consultations to adapt, read the room, and win the start.
Book me for your team or appreciation event you are running to provide customer experience training.
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.
Don't you wish EVERY generated lead made a beeline to say YES to you and your services? We all do, but the reality is that few glide right through the traditional gateways and START right away.
These days it is not uncommon for an orthodontic office to experience a mere 36% traversing that desired beeline to a YES and starting treatment.
Yes, 36%! Don't be surprised if out of 100 leads/calls, you only have 36 individuals start without meandering through rescheduling, observation, or pending. Very few move "straight through" the process.
Now that does not mean they "never ever" start; it simply means they take detours or meander through the process. Then our job is to help get them back on the journey to the goal of a "YES."
So what ARE the three gateways?
Gateway #1 - Contact to Exam
Gateway #2 - Exam to Ready-to-Start
Gateway #3 - Ready-to-Start to YES!
Each gateway is an unfortunate opportunity for a lead to fall out of the process, meaning we either need to spend MORE marketing dollars to generate yet another lead OR ensure we have supporting processes to re-engage a lead to continue down the path to a YES and begin treatment.
Straight Through Processing (STP) is truly the "Happy Path" to production and income for your practice. And I want you to know more about it. Check out the video below and then download a comprehensive 12-page pdf about Straight Through Processing and how you can easily calculate it for YOUR practice.
Download my Straight Through Processing PDF