Meet Patients They Are BY DR. ANDREW TROSIEN I Check out one of the author's video messages on Orthotown! Dr. Andrew Trosien sends a quick video message to patients who are about to be fitted with a palatal expander, explaining what the device is and how it works. To watch the video, head to orthotown.com/magazine and click the link inside this article. f there's one word that most accurately describes customer service, it's communication. In orthodontics, we're in the business of first-time experiences, and heading off questions and criticisms before they occur can turn a regular patient experience into a fantastic one. Patient and referral communication is the best way to build goodwill and is key to gaining future dental and word-of-mouth referrals. OCTOBER 2024 | 38 | ORTHOTOWN.COM Where Using communication software to increase goodwill and generate more starts Make it accessible online Communication comes in many forms, and " meeting patients where they are " means using their preferred method of getting information. * Having the doctor explain everything to patients and parents would certainly make them feel the most informed, but as the cool kids say, " Ain't nobody got time for that. " * Having an assistant or front desk person act as a proxy has worked for orthodontists for decades, but the information is fleeting and most people forget.http://www.orthotown.com/magazine http://www.ORTHOTOWN.COM