From First Call to Final Smile - The True Impact of Orthodontics

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Lacie Ellis: [00:00:00] Welcome to Practice. Talk a deep dive into the world of healthcare practices where we invite team members to share strategies to make your work life easier. Now, your host, Lacey Ellis.

Welcome to Practice Talk, brought to you by people in practice, where we specialize in digital marketing, website development, SEO, and so much more. I'm excited for today's conversation where we will be highlighting the journey from First Call to Final Smile, the true impact of orthodontic team members with my guest, Alita.

Alida has a background in psychology and experience managing luxury brands such as Michael Kors and Gucci. She transitioned into orthodontics about 10 years ago, joining Christian Manly Orthodontics to find a better balance in her work and family life. And trust me when I tell you her family is.

g. Alita is passionate about [: 00:01:00

Thank you for being here. So as a quick reminder to our listeners, don't worry about taking any notes today. We will put together a printable that you'll be able to download for free from our website filled with the details of today's discussion. So Alita, I am extra excited for our chat today. Um. And for you to share your thoughts with us because I was personally able to visit your practice and was able to see your skills in action.

And I know how wonderful you are and I know how much insight you can bring to this conversation. I.

Alida Brydson: Thank you. I'm, I'm really excited to be talking with you again, seeing you. Um, I've learned a lot from you also personally, so I'm excited to share that with others as well. Thank you.

really love that you have a [: 00:02:00

Alida Brydson: Definitely. Um, I mean. It starts with the new patient phone call. Um, you, you take that call and you wanna make a genuine connection with them and really listen to what they're having to say and getting as much detail as you can to share with the tc, um, when you make that connection with them and. And listen to where they move from or acknowledge some of the information they're sharing with you.

Uh, it really sets you up for success and sets the TC up for success. Um, and I think it makes it a, a huge difference in, in getting that start. For sure.

arn every role in the office [: 00:03:00

Right. So when I did my rotation at the front desk, I had Tced a little bit, and I realized, mm-hmm. First of all, I realize how long that new patient phone call can take. Like that is, we've clocked 'em. They're like on average like seven minutes to get all the information you need, which when you're the person on the other end and you're just busy and a mom trying to make that appointment, it can feel like a lot.

But from the person getting that information, like I went from just getting the basics and trying to like rush through it to really going. Above and beyond. And like my favorite, uh, phone slips as a TC was like the ones that had writing up the side and in all the margins and just everywhere, because I genuinely couldn't understand a little bit more about the patient.

And, you know, we heard a baby crying in the background and you know, these, all these things are helpful as the TC to have.

nd uh, I don't know if other [: 00:04:00

Essentially lose money because of that. But I feel like it's because there's no connection there. They don't feel bad if they miss the appointment because they haven't really connected with anyone in the office. So I think even though you take those five minutes, um, I. If you have the time, or obviously you read the phone call and, and see if they have time, but you take those five minutes and investing those five minutes is such a big, big deal for the practice in, in making that sale.

So,

me through and I always tell [: 00:05:00

I don't know that we're really making a connection. And I'm like, you've got to make sure, even if it's an online form that comes in, that at some point you have either you or the TC have picked up that phone and made the connection, or you have chatted if. Oftentimes if people fill out a form, that's the way they want to speak with you.

So if they exactly did this from their computer or their phone, there's a reason they didn't pick up the phone and call you, right? So, um, I always say, at least start chatting back with them. Um, try to make a personal connection. There is a. Whole world of online dating that will tell you that you can make a connection through, uh, texting and through emailing somebody.

Right? So I believe you can. I just think it takes somebody going that extra mile to make that connection. And I really think that's a valuable point that you just made because I think a lot of people, uh, struggle with making that connection whether right they're on the phone or not.

Alida Brydson: I agree. I agree. And even if it's not.

[: 00:06:00

Absolutely.

Lacie Ellis: So my next question is this. What is your policy for scheduling afterschool appointments?

Alida Brydson: Yes. Oh my gosh. Everybody wants before and afterschool appointments. Um, even as a mom, I want my kids to have before and afterschool appointments. Um, but it can be difficult to juggle because there's. Only so many appointments.

at you get a spot that works [: 00:07:00

Um. There are some families that we know can be a little more challenging to schedule. So if we know that there's a holiday coming up before their next appointment or close to that time, then we'll say, Hey, school's closed this week. Do you want to just put something on the schedule? Are you gonna be in town?

Uh, and that way we can just kind of help, uh, minimize any discrepancies there.

Lacie Ellis: I love that. So again, the office I worked in the longest, I've worked in a few, but the one I was with the longest, it was like, if you miss school this time, you don't have to miss school next time. Um, if it was like a retie or you know, something pretty standard now, if we've gotta do a bracket, you know, re bracket or you know, more bandings or a D bond or something, that's gonna be a totally different story.

s gonna be that one kid that [: 00:08:00

'cause it'll mess everything up.

Alida Brydson: Oh yes, I know. And you know, we, we want to take that into consideration too. We understand education is so important, uh, for everybody and. The, the patient's time is important. Mom's time is important. Dad's time is important. Um. We try to disclose as much as we can when we're signing paperwork, that there are some appointments you do have to miss school, just because we don't want them to, we don't want it to come as a surprise and we don't want to upset anybody.

further and, and reduce that [: 00:09:00

Lacie Ellis: Yeah. Um, I'm con constantly jealous of I haven't worked in office since some of these technologies have come out that have made life just so much easier for team members especially. Yes.

Alida Brydson: It's, it's amazing. I mean, I feel like new technology's coming out ev every day. Uh, and I'm just fortunate enough that Dr.

Manley's willing to try anything to make sure that the patient is comfortable and that it's convenient. So I. Um, really lucky in that sense. He is, he's a wonderful doctor. Um, yeah, I agree.

Lacie Ellis: So we do like to get questions, um, or comments from our listeners and our people and practice clients about our topic.

So let's listen to our first question.

s process more smooth? Oh, I [: 00:10:00

Alida Brydson: get that. Uh, I mean, I think that's every office, but, uh, to be honest, I think communication is key.

Um, if it's going to be a really busy day, if you do a morning meeting, um, before you see patients, maybe just discuss your expectations that day. Um. As a clinic. So, hey, if there's an emergency loose bracket, um, can you please put them in between these times if you can? And just make sure that you're always communicating, um, with your clinical team because, you know, we're all trying to do our best and at the end of the day, we're there to take care of our patients.

, they don't need to come in [: 00:11:00

Lacie Ellis: No, I think that makes a lot of sense. Um, and I feel like. This is where, uh, like cross training that I was talking about earlier I think can really help. Because if you've never worked at the front desk and been under the pressure of a mom calling you freaking out, right? That their braces are broken all to find out that this was the colored ottie, that really is not gonna affect treatment.

You know what I mean? Like yes. But when you're in that pressure cooker and you've got a mad patient or parent, you're just trying to. Right. Simmer everybody down, make everybody comfortable and happy. Again, you don't want anybody to be hurting, but you also, like you said, you kind of have to triage then, right?

You have to be like, okay, what's the real problem here? Um, let's get to the root of it. Uh, technologies like dental monitoring probably help with this as well. Um, I know we have a platform where they could even take a picture and just send that picture over if you've got Yes, I think. Maybe weave in some of these other things.

[: 00:12:00

But then when you work in the back, it's a totally different pressure, right? Like you're Yes. Trying to keep your column running on time and sterilize and keep your station stock, right, to make sure the doctor time is, there's just so many moving parts that I think understanding both roles. Is like where I would start and then I would just make sure, like you said, that really good communication of like, let's start the day off saying where could we plug in emergencies, uh, if and when they happen?

Um, and then let's all just smile and jump on board when that emergency does happen. 'cause this is called the real world people, right? This is life.

n: Right? It's so true. And. [: 00:13:00

Um, so just that communication and just understanding where each other's coming from is a big, big deal also. Agreed. I totally agree. Mm-hmm.

Lacie Ellis: So let's listen to our next question.

Listener Question 2: I feel like a lot of people are really on edge right now. Especially the parents of our patients. What's your number one tip for dealing with difficult patients?

lot of other things, so just.[: 00:14:00

Be as reasonable as possible. If there is something that you can do to help them or help make their experience a little bit smoother, just do it. Your doctor's not gonna be mad at you. Your team's not gonna be mad at you. Um, offering kindness and understanding I think can go a long way to diffuse any type of tension, and it just shows.

Why they invested care with us, why they wanted to be here. So

Lacie Ellis: I agree. So I've worked with, not in this specific practice, but I worked with a practice once where like every time there was a complaint or you know, an unhappy patient, it was just like, you're in the wrong, we're in the right. We don't have to make you happy.

Like they were just basically like. You're not my problem today. Yeah. And I was just like, I get that we don't have to bend over backwards for everybody and get walked all over. Like there's a difference between letting a patient walk all over you and your practice and then standing your ground when needed.

But I just think if you [: 00:15:00

Because I had, I did have this happen when I worked in practice and, you know, this mom was just mad and making a scene and disrupting everything and it was just. So, so stressful. And after guiding her into another room and having a private conversation, I found out that her dad had been placed in hospice that morning.

Mm-hmm. And she was just going through a lot. And this was like right. She was taking it out on me, unfortunately. But once I really got to listening to her, like by the end we were like both crying, we were both giving each other a hug. We were both like, yes, there was some true understanding. And we got to the point where I was like, so what do we need to do here today?

oing on outside of this. And [: 00:16:00

Yes. You know, and about people's time. We're talking about pulling kids outta school and mom has to leave work, right? Like you've gotta really think through all of the pieces to this when you're dealing with these people.

Alida Brydson: Completely. I, I agree. And, um, you know, I, I think that's so sweet that you and your patient shared a moment because I feel like those bonds too, their bonds like forever.

You, you remember that forever. And if you remember that, she remembers that like. This was one of the worst days of my life, but I went to go see, you know, Lacey, and she really helped me get through that. And that's, that's the most rewarding part and that's so important to me.

the most rewarding point to [: 00:17:00

Yes. Connections with the team members that I've gotten to work with and been blessed to work with, the connections with the patients, the kids. We, I worked in one practice where we saw kids that were like in, um. Like where they send kids away 'cause they're really struggling. Yeah. You know, like, yes, I wanna call it sleep away camp.

That's not the right word. But you know, they send them to a treatment center or something. Right. And we saw the kids from there and they would come in just so hard and you know, angry and mad. And by the end we were like not allowed to like communicate with them outside of the practice, but we were like friends with them and like, we just wanted to be a good part, you know, the best part of their day.

that you do in the exam, in [: 00:18:00

Alida Brydson: You know, I think obviously every exam is different, but I always ask. The question after I'm done explaining appliances and treatments, um, I always ask, are there any questions about what we are doing and why. Mm-hmm. And I ask that to the parent and I'll ask that to the patient as well. Um, once I know that they understand the why behind it and, and what each appliance is used for, what we're doing this for, um, what Dr.

Manley's recommending, I know that I can. Move on because the treatment part makes, the treatment part, makes sense to them. And that is not going to be an obstacle, um, when I try to get that sack.

Lacie Ellis: I think that's smart. I think it's really smart to, let's talk about treatment and everything here, because the financial beast, that's a whole.

ent conversation. But if you [: 00:19:00

Um. I've worked in practices where we did not have that flexibility and it was a real struggle man. Uh, and I understood, I mean, I think Zuki is a super smart system, but there, you know, there was a time economy wise where that just didn't make sense to the geographically where we were seeing patients at the time.

This is like, yeah, a super [: 00:20:00

But let's talk about it. Like, let's talk about is that down payment? Truly, like don't be embarrassed, like let's just talk. Is is a thousand dollars a. Gonna put a strain on your family to start treatment. If it is your monthly payment can be a little higher. We can make that down payment lower. And just that flexibility of being able to really work with, I know a lot of offices say we work with your budget, but like when you really can.

I think that's like, for me, it was like the number one thing that switched in patients' heads to be like, yeah, okay, this works for me. So

Alida Brydson: for sure, I, I agree. And, and you know, luckily Dr. Manley's the same way where he does not want finances to get in the way of getting the best orthodontic care. Yes. So he's like, trust your instincts.

fortable with something, um. [: 00:21:00

Because we can adjust this however you want. We can even change it throughout treatment if you want. If you're not sure about how your finances are gonna be in six months, there's no penalty to lower your payments or, or make them higher. Um, so I think that's, it is so important to be able to be. Actually be flexible and mean it.

Lacie Ellis: Yes. I couldn't agree more. Um, so something that comes up often when I'm speaking with practices is the age old dilemma of how to handle the comment. I need to go home and talk to my husband or spouse about, oh yeah, uh, you know, about this. So how do you guys, uh,

Alida Brydson: mitigate that and deal with that? Always, I mean, we get that so much.

might have while we're here. [: 00:22:00

Um, I let them know that they, their spouse can reach out to me as soon as possible. I can follow up with them in writing about what treatment might look like. Um. And I'll also ask if there's anything about the treatment plan or the finances that is stopping you personally from starting today or wanting to start today, or what do you anticipate your spouse is going to want to know?

And then I can help answer those for them before they leave.

Lacie Ellis: Yeah. I. A hundred percent agree with everything you just said. Um, and I would back it up actually a little bit even further and go to, if you set it up in that new patient phone call to be like, Hey, we're gonna be talking about so many important things.

So any of [: 00:23:00

Um, but I also feel like, I think there's this, uh, conception out there, maybe misconception out there that, uh, every time we hear, I've gotta go talk to my husband that it's a cop out and I just don't think it. Is when we're talking about, I do there $7,000 or $5,000 of orthodontic treatment. I think sometimes you do need to go home and talk to your spouse.

But yes, I think this is a grapevine situation where when they get home and they're having the conversation, things could get. Lost in translation or, you know, misrepresented or, I don't remember what she said about that. So you're really doing everybody a favor when you do say, Hey, do you wanna call your husband, you know, while you're here.

So, and I'll [: 00:24:00

Alida Brydson: Exactly. And I, I do agree with you. I don't think that most of the time it's a cop out.

That's a big investment and especially when it comes to your children, you have to make those decisions together. Mm-hmm. Um, and I think. We have to be understanding of that, but like you said, planting the seed is a big, you know, that could make a big difference as well. Yeah.

Lacie Ellis: Absolutely. I think,

Alida Brydson: yeah,

Lacie Ellis: I think it, it can be a cop out.

per? If not. Right. Let them [: 00:25:00

I'm, can we schedule a time that I can call you and, you know, make sure that your questions are answered. Um, so there's lots of tools in that toolkit, but I just think I hear that all the time that like, especially now with the way that certain geographical areas are having, you know, a lot of federal employees and they're really experiencing some.

Discomfort in finances right now. Um, just being able to be like, I get that, you know what? You wanna go home and talk about it. Great. Let's have a plan to get back together about this. So, completely agree. So my last question is, uh, what systems do you have in place that make all of these roles that you get to have a little bit easier,

Alida Brydson: you know.

might need extra attention, [: 00:26:00

Um, everybody's roles and just making sure, sure, everyone's clear about their responsibilities for the day. Uh. Things change and just even saying yes to helping each other out. If you, if you need help, I notice it's busy at this time, I can help you here. Like just knowing the comfort that your team member is there to back you up is a huge like way to help make everybody's role easier.

s for the front and the back [: 00:27:00

Lacie Ellis: Yeah. I think it's, for me it was always clear protocols, like Right.

Everybody knows, I mean, and there's gotta be communication and flexibility and all of that with protocols, because I've definitely worked in some offices where I'm like, you're gonna have to bend just a little bit for me here. Like we're gonna, we're gonna have to agree to disagree and move forward. Yes.

But I just think when you have systems in place and protocols in place, it just helps everything run so much. More smoothly when you've got, you know, a template that you're following for scheduling as much as you can for sure, and where you've got doctor time mapped out in a really thoughtful way. Just all of these protocols just make everybody in the office, uh, their lives a little bit easier, especially when you're juggling many job titles like you are.

ings that you have from your [: 00:28:00

Alida Brydson: Yes, I agree. And again, just remembering. We're all on the same team. So yes, if you notice like someone's stressed out and you know their role is a little bit difficult right now, then what, what can you do to offer your help for them? And um, that is a huge, huge thing in our practice that I think helps make everybody's life easier.

Lacie Ellis: Yes, I agree. So, um, I really hope that you enjoyed our conversation today as much as I did. Thank you so much for your time and for sharing your valuable insights. Alita, you are a gem. I am. Thank you. So thrilled that I know you and can call you my friend as well. So thank you for being here. Thank you. I appreciate you.

s to give you truly tangible [: 00:29:00

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us your stories. Until next [: 00:30:00