Dental Success: Beyond Chairside
Welcome to Dental Success: Beyond Chairside – the podcast for dental professionals looking to strengthen their practice. Join us as we talk with industry experts and share practical insights on HR, marketing, business strategies, and emerging tools like AI. Whether you run a general or specialist practice, this podcast offers real-world advice to help you run a more efficient, patient-focused, and profitable business.
Dental Success: Beyond Chairside
S5 EP3 Beyond the Script - Supporting TCs in Meaningful Conversations | Brooke Oliphant
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In this episode, Michelle Pritchard speaks with Brooke Oliphant, founder of Rise Up Coaching, about the pivotal role of treatment coordinators in orthodontic practices. Brooke emphasises the need for these coordinators to communicate with clarity and confidence, moving away from scripted dialogues to more authentic conversations that resonate with patients. She discusses how the orthodontic industry has been slow to modernise, and how practices can better support their coordinators to foster genuine connections with potential patients, ultimately leading to higher treatment acceptance rates.
Brooke shares insights on the importance of understanding the new patient journey, highlighting that today's consumers are well-informed and often come with preconceived notions about their treatment options. She advocates for a more personalised approach, where treatment coordinators act as guides, asking open-ended questions to uncover patients' needs and concerns. By doing so, they can create a more comfortable environment that encourages patients to accept treatment, thereby enhancing the overall patient experience and practice success.
Timestamps:
00:00 Introduction to Treatment Coordinators' Role
01:20 The Shift from Scripts to Authentic Communication
03:12 Understanding the New Patient Journey
05:34 Empowering Treatment Coordinators
07:44 The Importance of Listening
10:48 Connecting with Patients' Emotional Needs
14:15 Same-Day Acceptance Strategies
17:29 The Impact of Treatment Coordinators on Practice Success
Takeaways
- "The treatment coordinator is the CEO of conversion."
- "Listening is so important; we can't just ask questions to fill in the blank."
- "Today's consumer is a lot more savvy, researched, educated than years ago."
- "There are so many micro yeses, buying yeses or small commitments that happen before they even walk through the door."
For more information about Brooke Oliphant and Rise Up Coaching, see their social media links below:
Website: https://www.riseuporthocoaching.com/
Facebook: https://www.facebook.com/orthodonticcoaching
Instagram: https://www.instagram.com/orthodonticcoaching
LinkedIn: https://www.linkedin.com/in/brooke-oliphant/
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