Welcome back to Practice Talk! with your host, Lacie Ellis. Today, we’re thrilled to be joined by Pheebe Lafreniere, a seasoned professional in the orthodontic field. In this episode, Pheebe shares how her journey began in orthodontics and discusses the rewarding aspects of her job, like building lasting relationships with patients. Together, we tackle vital concerns, from motivating clinical staff to help with marketing efforts to managing the dynamics between front and back office teams. Plus, you'll hear practical tips on scheduling, patient care, and creating a positive workplace culture. Let’s dive in!

IN THIS EPISODE:

• [0:34] Lacie introduces Pheebe, and she explains how she began her journey in the orthodontic space
• [4:06] Pheebe describes what her favorite part of the job is
• [7:25] A listener asks a question and has a concern about the clinical team not being enthusiastic about helping with marketing efforts
• [12:12] Pheebe discusses some of the hangups staff have regarding social media
• [13:47] A listener poses a question about the conflict between the front and back office teams
• [18:54] Pheebe describes why lack of hygiene creates her biggest frustration, and Lacie spoke about struggling with doctor time management
• [25:21] Discussion of working in columns, having morning huddles and other scheduling issues, and Lacie explains Patient Queue Technology, designed to coordinate with any website
• [30:55] Pheebe explains how her office works hard at valuing the staff/patient relationship and knowing something about each patient

KEY TAKEAWAYS:

• Looking at your staff’s and clients' families might be an excellent place to look for assistants. You should also keep your eyes open to friendly people who are interested in the orthodontic field.
• A great employee enjoys building relationships with patients.
• Working in the orthodontic field is rewarding because you change someone’s smile, which they will have for life.

RESOURCE LINKS

People + Practice - Website

Practice Talk Podcast - Free Downloads

Bloom Consulting - Email

Bloom Consulting - Website

QUOTES:

“Having a prize or any kind of competition always makes marketing fun. Staff always needs to know what is happening. Everyone should know why they do it and what they do on the marketing side. We had one competition where the patient wore a wristband that said the name of our ortho practice. They wore it for a week and would come back and we would remove it and their name would be put into a drawing for a $100 prize and nine-year olds would say, yes, I’m doing that.” Pheebe Lafreniere

“Cross-training can help when there is a conflict between the front and back offices. Everyone thinks they have the most challenging job, so if we get a little bit of experience in each other's areas, we can understand each other's struggles and give each other a little bit more cushion.” - Pheebe Lafreniere

Welcome back to Practice Talk! Today, we're turning the hiring process on its head and exploring how to view it as a positive opportunity to build your dream team. Haley Stumbo, from Greg Orthodontics and Bloom Consulting, is joining me. Haley shares her insights on embracing the positive opportunity of hiring new team members and how cultivating a culture of clear communication, honesty, and kindness can empower orthodontic practices to thrive clinically and operationally. Haley will also share information about Bloom Consulting, a doctor-led consulting and coaching group dedicated to helping orthodontists navigate the complexities of running a successful practice. Tune in to learn Haley's strategies for building solid teams and overcoming common business hurdles in orthodontics.

IN THIS EPISODE:

• [2:03] Haley shares how she finds the right team members who exemplify the values of the practice
• [7:00] Haley outlines the qualities that build positivity within a practice
• [10:15] Haley answers a listener's question about her advice for establishing a positive team and culture for a new practice
• [14:40] Haley answers a listener’s question about how a leader can instill a better caring environment in the staff
• [22:42] Haley shares her motto, “It’s a vibe,” and what it means and the importance of reviews or feedback
• [31:12] Haley reflects on her two most significant challenges
• [36:22] Haley discusses Bloom Consulting for orthodontists

KEY TAKEAWAYS:

• You must have a positive outlook on the hiring experience to find the right team member. Who can I find that will bring value to our team, or whose life can I change by giving them this opportunity?
• To create a positive office culture, the employees you hire must have good communication skills and be honest and trustworthy.
• The difficult thing for a manager is firing staff. It’s essential to give them a chance, show them areas they need to improve and then, if improvement is not attained, let them go.

RESOURCE LINKS

People + Practice - Website

Practice Talk Podcast - Free Downloads

Bloom Consulting - Email

Bloom Consulting - Website

QUOTES:

“To find the right team member, you have to flip the perspective and look at it as an opportunity. So the first thing is training your mindset. When you're in the mode to hire, it's exciting. It's a good thing. Who can I find to add to this team that will bring value or bring a sense of something that we don't even have here yet, or whose life can I change by giving them this job or this opportunity?” Haley Stumbo

“Think about the five senses of your practice. What do people hear? What do they smell? You know, what is going on? What do they see? If they're hearing great music through the speakers and love it, show them how to link to your Spotify so they can access your playlist anytime. If they're smelling cookies, make sure everyone who leaves gets a cookie. Those are all ways to get people to engage and keep that engagement alive every time they come in.” Haley Stumbo

In this episode of Practice Talk, Lacie Ellis welcomes Cathy, a Lead Treatment Coordinator. Cathy will share her experiences guiding patients from consultation to commitment, advocating for the practice and her patients. Lacie and Cathy discuss strategies for winning over patients without pressure, making treatments more affordable through lower down payments or flexible payment schedules, and starting treatment plans on the initial contact to save patients an extra trip. Cathy offers valuable insights throughout the conversation. Customer service is vital in making your practice a success.

IN THIS EPISODE:

• [01:45] Cathy outlines her proctice’s strategies in place, beginning with the introductory phone call
• [3:56] Cathy gives an example of a conversation with a patient and how to build relationships
• [6:01] A listener has a question about lowering the minimum down payment and a discussion about monthly payments
• [9:27] A listener has a question about offering same-day starts during the exam. She doesn’t want to appear to be pushy
• [13:06] Discussion involving a child in making a decision of what orthodontic office to choose and the benefits of showing a patient that you are available that day to begin their treatment
• [18:40] Discussion of finances and making a family decision
• [20:54] Listeners are encouraged to send in their questions to be featured on a future episode

KEY TAKEAWAYS:

• Taking your time with patients and listening to their concerns is paramount to making them feel comfortable proceeding with treatment and the financial arrangements
• Making down payments affordable and flexible is key to encouraging patients to begin treatment
• The way collecting a first payment is framed is essential to allowing a patient to feel they are in control of their finances and are not being pushed

RESOURCE LINKS

People + Practice - Website

Practice Talk Podcast - Free Downloads

QUOTES:

“Great customer service is tough to come across now. So we ensure we allow plenty of time for that new patient call. Granted, some people are in a hurry, and we have to adapt to that, but for the most part, it's all about taking your time and listening.” Cathy

“A while back, we went to $500 down as the minimum payment. That has seemed to be the sweet spot. It's affordable for them and we can actually extend the payments out 6 months. We do a soft credit check. We look at their employment and if they had other children treated, and how the payments were at that point in time. If there are multiple kids, sometimes we'll even go lower than $500 because putting two kids through braces is a lot, and we don’t want them to have to choose which one gets them first. It has not really caused any issues.” Cathy