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

In this episode of Practice Talk, Laci Ellis, the host, warmly introduces Janella Perez, a seasoned orthodontic professional with 17 years of experience who brings a wealth of knowledge from her varied roles within the office. Janella shares her office’s successful strategies for welcoming new patients and fostering a positive environment for current patients, emphasizing the importance of feeling valued. From handling emergencies to ensuring stocked supplies and cross-training staff, Janella covers essential operational aspects to maintain smooth clinic functioning. The conversation culminates in a discussion on aligning staff with effective marketing strategies. Tune in to gain invaluable insights and actionable advice for enhancing your practice.

IN THIS EPISODE:

• [01:39] Janella discusses how she makes new patients feel welcome and how staff walk the patients to the checkout area
• [5:22] Staff always work emergencies into the schedule, and Janella shares that they have two overflow chairs
• [8:25] A listener asks how to stay on top of supplies and ordering
• [11:21] A listener asks how to keep the doctor on schedule
• [16:28] Janella discusses how she ensures quality control and consistency with a patient and how we cross-train staff in different procedures
• [26:32] Discussion of how we divide marketing efforts between staff members
• [33:17] Lacie invites listeners to send in anonymous questions and stories to pacticetalk.com

KEY TAKEAWAYS:

• At Webster Orthodontics in Las Vegas, patients are offered “Webster Wages,” which can be used for free gifts. Patients have their choice of gift cards and other valuable items.
• Webster Orthodontics stresses clear communication within their office staff and directly to the patient.
• Cross-training between the front office and clinical staff is critical to maintaining cohesive flow and camaraderie within the staff.

RESOURCE LINKS

People + Practice - Website

Practice Talk Podcast - Free Downloads

QUOTES:

“We introduce new patients to the back offices and show them where the magic happens. Dr. Webster and all the staff always welcome them. We want all our patients to feel welcome. The tour is my favorite part of welcoming patients.” Janella Perez

“When an assistant needs to be better at a particular procedure, they tell me, and I say, great, you're getting all of those patients until you love it. We will tell them how to do it, show them how to do it and then oversee them while they do it. I will not leave their side until they're comfortable doing it because I don't want my patient or the parent to think this assistant does not know what they're doing.” Janella Perez