What Your Waiting Room Is Communicating
If your patient experience starts when they sit in the chair, you are starting too late. Long before you diagnose treatment or ask a patient to move forward, the waiting room experience is shaping trust in ways most offices do not even notice.
In the latest episode, I break down three simple waiting room touchpoints that can quietly impact trust, referrals, reviews, and case acceptance more tha...
The Leadership Shift Your Front Desk Needs
A chaotic front desk does not stay at the front desk. It spills into your schedule, your collections, your case acceptance, and your stress level as the owner.
In this episode, Kiera Dent and I break down a common mistake owners make: rewarding activity instead of outcomes. A team can be busy all day and still leave you with holes in the schedule, messy AR, and too many missed opportunities.
A ...
The Conversation That Actually Reduces Cancellations
You ever walk in on a Monday, feeling good, coffee in hand, and then the front desk starts listening to weekend voicemails? A few cancellations later, your schedule looks like Swiss cheese and your mood is gone. If this keeps happening in hygiene, it’s not just annoying, it's expensive.
Here’s the reality: most cancellation problems are not policy problems, they’re conversation problems. I know...
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