My Key Concept Videos
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.
Hear from Amy
The ONLY Communication Training Consultant Specializing In Orthondontic Front-Desk Employees
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.
I am Amy & I have worked in EVERY admin role in the practice
Every practice needs an Amy!
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.
My customer communication training will help you to 10X your patient experience to massively impact your Win ratio!
40%
Decrease in No Shows
because all your customer relationships are real connections, right from the start.
64%
Reduction in Longer, Problem Calls
because you're no longer inadvertently upsetting your valued customers.
20%
Increase in Production
because you've built trust with your customers from the beginning, so your win ratio is much higher.
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.
What is the Impact of Stress on Performance?
Is there an impact of stress on performance? Yes; of course. You may think it is always a negative impact but that is not always the case. We actually need some stress in order to reach our ideal performance.
The stress we are talking about today is when it is too high and for too long. In that scenario, performance falls off.
How do we minimize the impact of too much pressure? First, we need to understand the correlation of stress to performance.
Inverted-U Model or Yerkes-Dodson Law
The Yerkes-Dodson Law correlates the impact of stress on performance. It illustrates there is an ideal amount of stress where the best output is achieved.
Without enough stress, boredom sets in and output is low. Conversely, with too much stress, anxiety sets in, and performance again is low.
Here is a fascinating thing, the inverted u-curve is not static. It is dynamic. We can help shift the curve for our teams with continued practice and mastery of skills.
What this means for us and our teams is that we can handle more stress before performance degrades. That is great news!
Skill Mastery and Margin
Another benefit of skill mastery is it provides margin for any “shrinkage” of performance. Let’s face it, sometimes we are in survival mode and barely keeping our head above water.
If we have expanded our skills and habits then should we have a temporary slip, there is margin to absorb it without negative impact on the customer experience.
Survival Mode Warning Signs – Watch Your Metrics
So how do you know if your team has been in survival mode too long? Watch your metrics and perk up your observation skills for the following warning indicators:
Increase in longer calls
More calls beginning with an immediate hold
Customers expressing increased frustration
Politeness and courteous tone dropping off
Take Action
Finally, do something! Ignoring the issue doesn’t make it go away. Some action steps you may need to take include:
Hire additional help
Incorporate more practice to master skills
Teach stress management skills
Your team, customers, and your business will thank you!
Our Clients' Experiences
Amy believes in giving back and paying it forward by donating 10% of ALL proceeds to organizations that help others.
