Pacific Coast Society of Orthodontists Bulletin Spring 2021 - 51

Administrative

venient consultation, as opposed to a 60-minute
consultation. However, it is necessary to set parameters and only offer it to patients who would
best fit this alternative consultation. This may be
fitting for a patient who has a busy work schedule
and is willing to come in for a shorter consultation. Again, the practice concierge is needed for
the personal greeting and records to be taken.
The doctor can review the records and brief the
patient on treatment, and then the treatment
coordinator can present the financials and close
the case. When it comes down to it, the consumers really want to know how long treatment will
take and how much it will cost, and Conforti has
seen a more than 80% closing rate by meeting
patients' needs.
Catering to the demands of the consumer is absolutely necessary. View objections from patients
as opportunities to improve on and prepare the
team for next time. Have the orthodontic care
proposals be electronic and have some flexibility.
Keep the patient focused on what really matters
to them and ask what they found to be most important. This information can be discussed during
the monthly team meetings for role-playing and
understanding patient needs. After understanding the patient's preferences, prescribe treatment
options with clarity, and do not offer too many
options because they may confuse the patient. If
the patient feels that you are making an effort to
make them feel important, they will reciprocate.
During the consultation, propose in-office
programs as opportunities for the patients. It
will allow you to focus on the patient and the
internal system of the practice to encourage
current patients to refer others into the practice.
The sibling program could highlight discounts
and encourage siblings of current patients to

Spring 2021    PCSO Bulletin	

start treatment. Similarly, the parent program
could provide a reduced treatment fee to the
parent, especially in families who have an excellent payment history. In addition, the referral
program could encourage gratitude and social
media engagement to continue to grow your
practice to seek more opportunities to start and
see more patients.
Postexam
Conforti states, " you're only as good as your last
point of contact, " meaning it is important to
follow up with the patient after the new patient
exam. Within 30 minutes, send a " thank you " text
message to show appreciation. And within 24
hours, send an email with a video, initial photos,
and a smile simulation. This is a great conversation starter and a way to inform patients of all
aspects of the treatment. Then, for the uncommitted patients, have a follow-up call within 72
hours. If the decision-maker was not present
during the consultation, it will provide an opportunity to ask whether they have any questions
regarding treatment. Try to engage them into a
conversation; it is important not to use " yes " or
" no " questions.
In summary, Elizabeth Conforti discussed a
customized approach to elevate patient experience through your orthodontic practice. First, it
is important to know your industry and how your
practice compares with other practices. Second,
set clear practice goals, track progress, and measure for success. Third, track all new patient calls
and exam conversations. Fourth, shift your mindset to expand exam opportunities because one
size does not fit all. Fifth, maximize opportunities
to enroll parents and siblings of the patient. Sixth,
focus on the digital experience. Finally, follow up
on all consultation outcomes.

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Pacific Coast Society of Orthodontists Bulletin Spring 2021

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