S5 EP3 Beyond the Script - Supporting TCs in Meaningful Conversations | Brooke Oliphant

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:   / orthodonticcoaching   Instagram:   / orthodonticcoaching   LinkedIn:   / brooke-oliphant   ------------------------------------------------------------------------------------ Take Your Practice to the Next Level: Not sure where your practice stands financially? Take our FREE 5-Minute Practice Profitability Audit and uncover hidden profit leaks! Get your Profitability Score – Low, Medium, or High Identify inefficiencies that may be costing you money BONUS: Free copy of The Ultimate Guide to Practice Management https://tinyurl.com/alignedbc-freeaudit Need expert advice? Book a FREE 30-minute virtual coffee chat: https://tinyurl.com/alignedbcvirtualc... Connect with me: https://linktr.ee/alignedbusinesscons... Email: [email protected] Enjoying the Podcast? Subscribe for More! Subscribe to my YouTube Channel for expert dental business insights!    / @michellepritchard-alignedb9302   #MichellesView #AlignedBCPodcast #OrthodonticPractice #TreatmentCoordinator #PatientCommunication #CaseAcceptance #PatientExperience #PracticeManagement #RiseUpCoaching #BrookeOliphant #AlignedBusinessConsulting