Win the Start
Empowering your sales team
to excel
give them the training to embrace the role fully
Win the Start
Empowering your sales team to excel
give them the training to embrace the role fully
Treatment Coordinator Training
Sales training for on-site and virtual consults, follow up and more
Meeting and greeting the patient is easy, the painful piece is often the "money" conversation - let's help your team gain that inner confidence to "win the start".
I'm Amy and my training program helps your Treatment Coordinators improve their sales conversion rates. I provide sales coaching to ease the path of signing up new patient starts in your Orthodontic practice which directly impacts your bottom line.
Be the practice that encourages generational and community relationships with its patients - as each generation grows, they continue to bring their kids, and when they grow up they bring their kids and regularly refer you to their friends! Long-term loyalty is built with great customer service and my training will give you reassurance that your team is delivering time and again.
Specific Training for your Treatment Coordinator Sales team
A Treatment Coordinator is more than a sales role. They are the mentors empowering a new patient to achieve a dream of attainable orthodontic care.
Empower them! Sign up for coaching!
A Treatment Coordinator is more than a sales role. They are the mentors empowering a new patient to achieve a dream of attainable orthodontic care.
Empower them! Sign up for coaching!
TC Sales Training
Learn to close the sale and increase conversion rates
Master how to respond to different personalities
Become comfortable and fluid with rebuttals
Get the patient's buy-in at every step of the process to reduce the number of failed conversions
Learn to be their mentor and guide them with confidence
All Packages Include:
Coaching & accountability - Online Library Portal - Standardized training - Options for remote & on-site initial training
Ensure your customer service matches your quality patient care. Combine customer service training with award-winning coaching.
Join Amy's mailing list today and receive her WIN the START training as a thank you!
Sometimes we are so focused on getting a new patient to sign the contract that we can forget and bypass the natural milestones that need to occur during the exam process.
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.
Cause and Effect – Getting Where We Want To Go
How is your business doing? Are you making money? How are profits? Where do you stand on reaching your goals?
We answer such questions by stating facts such as revenue, collections, and conversion rates. We want these to be outstanding. Such facts are known as lagging metrics, or measurements. They are the result – the output of our efforts. They record what has happened. But…there is an inherent challenge to lagging indicators; by the time we know what it is, it is an event in the past.
So how can we have influence on these outcomes, indicators and metrics? We must consider the components that impact them. Said in a different way, what are the INPUTS impacting the OUTPUTS? What is the Cause and Effect?
The measuring of the INPUTS factors is a leading indicator. A leading indicator, or measurement, can influence change. If we put appropriate emphasis on the leading indicators, we can have an influence on the results. The inherent challenge with this type of indicator is that they are harder to measure.
I believe it was well said like this:
“The solution turns out to be: taking control of your leading indicators so that your lagging indicators can be improved.”
Lionel Valdellon
If this, then that…Cause and Effect
Think of your team members. We set a goal using a lagging metric such as revenue or production. To a Scheduling Coordinator, it can seem they have minimal influence on that value. They may feel others make or break that value and they are simply bystanders.
Nothing could be farther from the truth!
A Scheduling Coordinator begins the whole customer journey, works closely with the decision-makers and influencers throughout the customer journey, and finally provides the last contact at the end of the customer journey. Consider what they do:
First communication(s) with a lead via voice, text, email, and/or written
First live contact as they enter your business
Continued contact when scheduling and rescheduling visits
Last contact as customer life cycle ends via in-person and other communications
Scheduling Coordinator Leading Metrics
Let’s look at one form of communication – the phone call. How do we set up measurements here that a Scheduling Coordinator can impact?
Consider a list of the following leading indicators:
First and last responses on calls
Asking for and obtaining insurance information on inquiry calls
Providing details of what to expect at a consultation
Informing lead of ability to start the same day
Guiding callers to appointments
Watch the video below to see how a Fishbone Diagram shows cause and effect. The desired effect is revenue. And it is influenced by:
First Call
Arrival experience
Consultation
Remember…
“the most important figures that one needs for management are unknown or unknowable, but successful management must nevertheless take account of them.”
-- W. Edwards Deming
From this example we showed the importance of recording those all-important phone conversations, setting expectations, and coaching to desired results. Do so and your bank account will thank you.
What Our Clients are Saying
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."
Amy believes in giving back and paying it forward by donating 10% of ALL proceeds to organizations that help others.
Click on any logo to learn more about the organization.
As a survivor of a rare cancer I love riding each year and raising funds for the research to beat rare cancers. 100% of all raised funds go to research.
I have enjoyed building boxes for children around the world. And having lived in Charlotte I even was able to pack crates of boxes.
I am a PEO Sister. This organization has helped women "reach for the stars" by providing $400 million in educational assistance. They even have their own college.
As a parent with two children have been treated by Shriner's Hospital, I love to give back. They provide free care for those in need.
