I created this page to introduce you to my way of working, to my style and energy, and to my concepts.
I'm a boutique consultant, who maybe does things a little bit differently from what you're used to, so it's important to share how I work with you before we get started. I've brought together some key videos for you to watch before you jump on a call with me to talk about your training needs.
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.
Recently I came across a social media post with a great image having the months of the year written in a block font and broken into how many days in each month (see photo above). Immediately I knew I wanted to pull that into my personal resources to help master my habits. I am fully aware each day is an opportunity to build a habit upon habit.
As I began to fill in the days I began to call it my “patchwork of progress”. It hits so well upon the science of habit loops.
James Clear, in Atomic Habits, and Charles Duhigg, in The Power of Habit, speak of habit loops. They describe a 3-part cycle of a habit loop. The cycle is started with a trigger or cue, which then causes a response or habit, resulting in a reward. The item I appreciate James Clear speaking more of is how craving is a part of the loop. The craving for the reward is what puts us in action and solidifies the loop into a habit. I like to think of craving as a catalyst fanning the flame of action.
Allow me to tell you how I took the coloring page into my own habit loop.
The cue for me are seeing the calendar sheet. It reminds me of my “why” of the desired habit and the end state I desire, but it also triggers a craving for me. I LOVE “done” and want to continue the streak of coloring in each day. So getting to color in a shape or checking off a block motivates me. But I know in order to be able to get the reward I must take action (response/habit). And then once I do, I get the reward of coloring in the daily block.
This cycle works well for me because I love to color but rarely take the time to do so. This means my reward is very desirable for me. And since I have this reward so closely coupled with a cue/craving it is very effective.
This year I picked three core habits I wanted to work on. I picked one for my heart, one for my mind, and one for my spirit.
I also give myself “partial credit”…just like I encourage my students to do. Allow me to explain.
One of my three is to step on my scale. I have a long hard history and battle with my scale. The numbers it displays sometimes seem to taunt me or yell at me causing me to want to avoid it and give up on my ultimate goal of good health.
I am working on changing its meaning as I work on my health. So every day I set my intention and awareness of a health-focused day by stepping on. Yes, I want a downward trend and am working on that, but more importantly, I step on…notate it…and color in a block. But on days I travel, I have no scale to stand on so I mentally set my intention. If I do that, upon my return I don’t fully color in the block for that day but I hashmark it. Grace…grace…grace.
Awareness is the first step to change.
I teach this to my students from their very first coaching session by providing a sheet of blocks to chart their wins. And I encourage them to give themselves credit in multiple ways. If they fully execute the habit we are working on, they are to “x” the block, like a “strike” in bowling. If they don’t execute on the habit but immediately think of it afterward…you know that “D’oh” moment…then I instruct them to give themselves a “/” in the block, like a “spare” in bowling. Awareness is the first step to change.
Bit by bit I see my habits changing and I like it. Little by little I see incredible changes as I work with teams!
So what two to three things will you and your team choose to work on? Dont’ even stress about two or three…pick ONE. Master that one habit/process and move to another.
Remember…habit upon habit…process upon process.
Contact Communicate Excellence for a systemized habit-upon-habit approach to the success of your team.