Orthotown March 2014 - (Page 40)

practice management // feature continued from page 39 sitting in a chair. For the patient, it's the first time in a month. Teams often feel energetic and upbeat as the day begins and then with every patient their energy drains a little at a time. By the end of the day all energy is gone and it's painful to even smile. No matter the time, procedure or issue, engaging patients from start to finish is vital for the patient to walk away feeling as if it was a valued experience. * Fun: When anyone knows they need to do something on a regular basis, it makes it a lot easier knowing it's going to be fun. When laughter is involved stress is reduced, the "happy hormone" is released, which then in turn triggers a brain response to want more of the experience. Monthly visits are routine, not mundane. There is a significant difference. Clients * Open access: Clients don't want to have to feel as if they need to monitor the patient experience. They are looking for a team where the level of trust is such that they feel comfortable dropping the patient off or relaxing in the reception area. This does not negate their desire for open access to all areas of the office in which the patient will be taken. Be transparent and offer total access while being trusting enough that clients don't need it. * Open communication: Clients want to hear from the professionals how treatment is progressing and what issues need to be addressed. At no time does a client want the patient, especially if it's a dependent, to walk out from a monthly visit and get the proverbial, "It's fine." Even the minimalist amount of communication can satisfy the client's need. * Timely: Clients are the life managers and timekeepers. Some clients schedule their families to each minute. Sitting in a lobby one minute past an expected time can send a client into a spiral of frustration, panic, anger and resentment. Keep to the business adage, "Under promise, over deliver." If something unexpected comes up and time is running short, call the client and let them know in advance. Use technology to update clients on where their appointments are at in the daily schedule. When surprise fixes and appliance problems arise, communicate with the client so they can adjust their thinking and expectations. Nothing is worse to any orthodontic practice than not exceeding the expectations of the one person who rules, the client. ■ How do you go about enticing your patients? Visit Orthotown.com/magazine.aspx and share your marketing strategies. Author's Bio Jen Butler, M.Ed., CPC, BCC has been working in the area of stress management and resiliency coaching for over 20 years. She is available as a coach, consultant, speaker and trainer. To learn more about her services and sign up for her monthly StressLESS newsletter go to www.jenbutlercoaching.com. Take the Dental Stress Self-Assessment at www.jenbutlercoaching.com/quiz/ to find out your stress levels. Her partnership with The Business Backer removes any financial barriers so you get the support you deserve. Go to www.thebusinessbacker.com/JenButlerCoaching and contact Jen Butler directly at 623-776-6715. Ad Index Our advertisers make it possible for us to bring Orthotown to you free of charge. Almost all of the advertisers provide telephone numbers in their advertisements for your convenience and fast response. Our advertisers want to hear from you. PG# ADVERTISER 40 PG# ADVERTISER PG# ADVERTISER IBC 003 017 001 007 037 IFC 011 005 019 BC 033 027 029 3M Unitek American Orthodontics Dentaurum Dolphin Imaging and Mgmt. Solutions Great Lakes Ortho MARCH 2014 // orthotown.com MotionView Ormco Corporation Ortho2 OrthoAccel OrthoSynetics Planmeca Reliance Orthodontics Rocky Mountain Orthodontics Scheduling Institute http://www.Orthotown.com/magazine.aspx http://www.jenbutlercoaching.com http://www.jenbutlercoaching.com/quiz/ http://www.thebusinessbacker.com/JenButlerCoaching http://www.orthotown.com

Table of Contents for the Digital Edition of Orthotown March 2014

Orthotown.com Highlights
Wired for Success: A Case for CBCT Volumes and Intra-oral Scans to Replace Plaster and Digital Models
3D Printers
Assistants Scheduling Appointments
How to Turn Consultations into Bandings?
New Products
Best Direct Bonding Protocol
Integrating Technology into the New Patient Exam
You Should Know: Pacific Dental Services
Ad Index

Orthotown March 2014