Win the Call

Being the Practice Ambassador takes grit and determination

give them the training to fully embrace their role as the face of your practice

Win the Call

Being the Practice Ambassador takes grit and determination

give them the training to fully embrace their role as the face of your practice

Scheduling Coordinator Training

Empower the role that has the most frequent interactions with your patients and parents. They set the tone - let's make sure it's a great one.

Being on the front desk is more than reading scripts or hiding behind the "do not disturb" - let's help your team create that perfect first impression.

I am Amy, and my training program helps your Scheduling Coordinators improve their phone and in-person patient interactions. I provide coaching for efficient & impactful first impressions, teaching new strategies & habits to improve your scheduling skills!

Are you looking to train your team to build better relationships with patients? Our customer service training will give your team the tools they need to provide excellent customer experiences.

Specific Training for your Front Desk team

A scheduling coordinator is more than just an appointment setter - they truly are the face of the practice and help your patients to fulfill their orthodontic dreams.

Empower them - sign up for my coaching!

A scheduling coordinator is more than just an appointment setter - they truly are the face of the practice and help your patients to fulfill their orthodontic dreams.

Empower them - sign up for my coaching!

Phone Coaching

Phone skills training for efficient and impactful first impressions

  • Master the first and last impression

  • Learn how to offer appointments to your schedule

  • Know how to prevent escalations

  • Master the initial inquiry call to prevent no-shows

  • Mousy to marvelous or edgy to polished

All Packages Include:

Coaching & accountability - Online Library Portal - Standardized training - Options for remote & on-site initial training

Train your team to become effective scheduling coordinators and learn how to manage patient appointments efficiently.

Signing up with Amy will guarantee your front office team gains the skills needed!

Join Amy's mailing list today and receive her ALERT training as a thank you!

It happens. People get frustrated. Sometimes they vent at us simply because we're the ones on the other end of the phone, regardless of whether we have had a part to play in the situation.

I always remember "Event + Reaction = Outcome". You can control your reaction, not the event, and it still affects the Outcome.

What Our Clients Are Saying

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.

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How to Remove Hurdles and Avoid Leading "No's" to Tough Questions

August 21, 20232 min read

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. 


Amy Demas, MBA, DTM, DFSS works with clients around the world to improve communication skills, resulting in a better customer experience!
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Amy Demas

Communication trainer and coach for individuals and businesses.

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What Our Clients are Saying

Amy believes in giving back and paying it forward by donating 10% of ALL proceeds to organizations that help others.

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."

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