Apex e-zine

Welcome to our next #theapexshow http://tiny.cc/welcome509 brought to you by Interactive Dental Media http://tiny.cc/5YCoO

Our guest today is @SylvieSturrock who is a prac manager AND coach with Samera

@sylviesturrock What do you do as a dental coach with Samera? #theapexshow

@mkritzinger The Samera role is for me to help clients with any aspect of help they may need with their dental practice #theapexshow

Sylvie has prepared a detailed answer about this over here: http://tiny.cc/sylvie1

#theapexhow

@sylviesturrock Who needs a coach and why? #theapexshow

@mkritzinger I think everyone needs outside influences to help them see different perspectives of their business #theapexshow

Sylvie has written a longer answer about this over here: http://tiny.cc/sylvie2

#theapexhow

@sylviesturrock What does the diary of a practice management wizard look like? #theapexshow

@mkritzinger full of a variety of training, coaching, writing, creating and then looking after the 3 Neem Tree dental clinics #thapexshow

Read Sylvie’s detailed answer about this over here http://tiny.cc/sylvie3

#theapexhow

@sylviesturrock You are ALSO a practice manager at the Neem Tree – how does this help your coaching? #theapexshow

Here is a link to read Sylvie’s more detailed answer to this question http://tiny.cc/sylvie4 #theapexhow

@sylviesturrock What inspires you about working in dentistry? #theapexshow

@mkritzinger I just work hard. I’ve reaped the rewards and I’ve had such fun! #theapexshow

@sylviesturrock What do you love most about your job? #theapexshow

@mkritzinger I love being part of a great team – seeing development of my team members through my help #theapexshow

@sylviesturrock What are the 5 most important things you teach on your course? #theapexshow

@mkritzinger Need for systems, Leadership, Appt book management, Marketing and Customer service! #theapexshow

Our guest today is @DentalManagers Amelia Bray who is a prac manager and BDPMA chairman

@BDPMA also has a very special offer tonight for the Apex REWARD – stay tuned

@BDPMA Amelia, for how long have you been involved in the BDPMA? #theapexshow

@mkritzinger for about 10 years #theapexshow

Amelia has prepared a detailed answer about this over here: http://www.apexezine.com/?p=1144 #theapexhow

@DentalManagers You are a practice manager & BDPMA chairman – how do you find time to do both? #theapexshow

@mkritzinger The internet, email and telephone! #theapexshow

Amelia has written a longer answer about this over here: http://www.apexezine.com/?p=1148 #theapexhow

@DentalManagers How does the BDPMA advance/promote the role of the practice manager? #theapexshow

@mkritzinger Job descriptions, competences, pay scales, advice sheets, seminars #theapexshow

Read Amelia’s detailed answer about this over here http://www.apexezine.com/?p=1150 #theapexhow

@DentalManagers What do members gain from joining the BDMPA? #theapexshow

@mkritzinger Help, support, advice and tangible benefits. #theapexshow

Here is a link to read Amelia’s more detailed answer to this question http://www.apexezine.com/?p=1152 #theapexhow

@DentalManagers What are the most rewarding aspects of practice management? #theapexshow

@mkritzinger When you get through a week with no crises, because you’ve planned and anticipated. #theapexshow

For more about this, Amelia has a longer answer here: http://www.apexezine.com/?p=1154 #theapexshow

@DentalManagers What are 3 things principals can misunderstand about the PM role? #theapexshow

@mkritzinger That responsibility needs recompense, that we are professional, and we’re not power-crazed. #theapexshow

For more about this, Amelia has a longer answer here: http://www.apexezine.com/?p=1156 #theapexshow

@DentalManagers Any career advice for anyone thinking of becoming a PM? #theapexshow

@mkritzinger Be prepared for anything and have a very broad back. #theapexshow

For more about this, Amelia has a longer answer here: http://www.apexezine.com/?p=1158 #theapexshow

@DentalManagers what are some of the upcoming BDPMA activities? #theapexshow

@mkritzinger Our seminar on people management & buying/selling practices in London this month. #theapexshow

For more about this, Amelia has a longer answer here: http://www.apexezine.com/?p=1160 #theapexshow

That’s the end of this #theapexshow I hope you enjoyed it

mkritzinger Hi everyone, http://tiny.cc/welcome509 the next #theapexshow will start in 10 mins, pls join and introduce yourselves! 

mkritzinger Share your LIGHTBULB moments about today’s #theapexshow on www.theapextribe.com

mkritzinger Welcome to #theapexshow http://tiny.cc/welcome509 powered by Apex http://tiny.cc/5YCoO

mkritzinger Our featured guest on #theapexshow is Tracy Stuart (@ftassociates) watch this intro about her http://tiny.cc/tracy78

mkritzinger Hi @ftassociates thanks for your time we are thrilled to interview you on #theapexshow tonight!

ftassociates @mkritzinger it’s a pleasure #theapexshow

mkritzinger Let’s begin round one of the questions #theapexshow

mkritzinger @ftassociates How should a practice telephone always be answered? #theapexshow

ftassociates @mkritzinger Thank the caller, give your name, tell them you can help them and listen to what they want. Smile. #theapexshow

mkritzinger Tracy has prepared a detailed answer about this over here: http://tinyurl.com/detailed1 #theapexshow

mkritzinger Does anyone have a question for @ftassociates on this topic? #theapexshow

ChrisCorona @mkritzinger What kind of dental knowledge should the person answering ideally have? #theapexshow

ftassociates @ChrisCorona Basic knowledge of services, location and fees, job is to get patient through the door not diagnose dentistry #theapexshow

mkritzinger @ftassociates How do you define good telephone skills? #theapexshow

ftassociates @mkritzinger Excellent listening skills, smile, ability to build a relationship + understand what patient is looking for #theapexshow

eyeswideshut29 @ftassociates I think it is fantastic with your phone skills, so many people forget that this is important #theapexshow

mkritzinger Ding Ding end of round ONE #theapexshow all unanswered questions will be answered at the end 

mkritzinger Round 2 @ftassociates What are the first things you train staff to do when teaching good telephone skills? #theapexshow

ftassociates @mkritzinger Smile, pick the telephone up, listen, relationship building and find out what the patient wants and why #theapexshow

mkritzinger To read Tracy’s detailed answer to this question 2 go here: http://tinyurl.com/detailed2 #theapexshow

mkritzinger Does anyone have a question for @ftassociates on this topic? #theapexshow

mkritzinger Ding Ding end of round TWO #theapexshow all unanswered questions will be answered at the end

mkritzinger Round 3 @ftassociates How do you convert enquiries about the dental practice? Any golden rules? #theapexshow

ftassociates @mkritzinger Ask open ended questions and find out why they want this treatment. Listing systems means nothing to a patient #theapexshow

mkritzinger For a longer answer about this by Tracy, visit this link http://tinyurl.com/detailed3 #theapexshow

mkritzinger Any questions to @ftassociates? #theapexshow

eyeswideshut29 @ftassociates Aren’t you the original person who started the Treatment plan/Treatment care coordinator course? #theapexshow



eyeswideshut29 @ftassociates Do you feel it benefits to do both courses together go obtain maximum team performance? #theapexshow

ftassociates @eyeswideshut29 all my pcc’s would have this training in my pcc training programme which is delivered over 4 months #theapexshow

ftassociates #theapexshow pcc = patient care co-ordinator, should be about patient care not just collecting money

eyeswideshut29 @ftassociates wow 4 months, I hear some go over a few days #theapexshow

sylviesturrock @mkritzinger #theapexshow – how do you remuneration for front of house team members as there are no offical qualifications and guidelines

mkritzinger @sylviesturrock Tracy @ftassociates says pay basic salary + performance bonus relating to accepted treatment plan #theapexshow

mkritzinger Ding Ding end of round THREE #theapexshow all unanswered questions will be answered at the end

mkritzinger Round 4 @ftassociates How important are tracking systems in the practice? What value can you get from them? #theapexshow

ftassociates @mkritzinger No computer system tracks enquiries that turn into business.Disaster not to monitor marketing activities #theapexshow

mkritzinger Tracy has written a detailed answer about this http://tinyurl.com/detailed4 #theapexshow



mkritzinger Ding Ding end of round FOUR #theapexshow all unanswered questions will be answered at the end

mkritzinger Round 5 @ftassociates How important are good telephone skills at a dental practice? #theapexshow

ftassociates @mkritzinger Vital. Without these, patients will not come through the door #theapexshow

ftassociates @mkritzinger Any marketing activity makes the telephone ring. What a waste of money without good telephone skills #theapexshow

mkritzinger Here is a link to read Tracy’s more detailed answer to this question here http://tinyurl.com/detailed5 #theapexshow

mkritzinger Ding Ding end of round FIVE #theapexshow all unanswered questions will be answered at the end

mkritzinger This ends our 5 rounds of #theapexshow now there is a general Q&A for 15 mins to ask @ftassociates re telephone skills

ChrisCorona @ftassociates How do you convince/change those members of staff in the training who are perhaps ‘difficult’! #theapexshow

ftassociates @ChrisCorona i find once they understand why and that they are not expected to push patients they are comfortable #theapexshow

mkritzinger @ftassociates How clued up about the practice should the telephone answerer be? And why? #theapexshow

ftassociates @mkritzinger Basic knowledge of services, location and fees, job is to get patient through the door not diagnose dentistry #theapexshow

eyeswideshut29 @ftassociates I’ve heard you are the Guru with both PCC/TPC and phone skills I think I will be in touch with you shortly! #theapexshow

ftassociates @eyeswideshut29 thanks i don’t like to boast and hope to be in your practice soon. Stay tuned for magic word #theapexshow

eyeswideshut29 @ftassociatesquite like ur attitude I will def be in touch. most people have their eyes open but they are shut, yours is not #theapexshow

mkritzinger @ftassociates Reception is very busy: patients in front of you and the telephone ringing – what is the best way to handle this? #theapexshow

ftassociates @mkritzinger The patient standing in front of you is most important & you should have a telephone system to help manage calls. #theapexshow

mkritzinger @ftassociates How do you deal with rude and difficult patients on the telephone? #theapexshow

ftassociates @mkritzinger Listen to them carefully establish why they are upset, tone & speed of voice is essential ask questions #theapexshow

mkritzinger Stay tuned the MAGIC WORD for #theapexshow REWARD given by @ftassociates very soon! http://tiny.cc/reward576

mkritzinger GONG! That’s the end of this week’s #theapexshow I hope you enjoyed it – please join us for the next one http://tiny.cc/schedule17

mkritzinger Hi everyone, the first ever #theapexshow will start in 10 mins, pls join and introduce yourselves! http://tiny.cc/welcome509

mkritzinger If you want to tweet a question to our guest, pls include #theapexshow More guides for following, click here http://tiny.cc/followertips

mkritzinger Share your LIGHTBULB moments about today’s #theapexshow on www.theapextribe.com

RichardCharon Logging in/on or whatever. Evening gang at #theapexshow.

mkritzinger Welcome to the very first #theapexshow http://tiny.cc/welcome509 brought to you by Interactive Dental Media http://tiny.cc/5YCoO

mkritzinger Our featured guest on #theapexshow is @LauraHorton1 on the Treatment Coordinator role watch this intro: http://tiny.cc/LauraHorton



mkritzinger Hi @LauraHorton1 thanks for your time we are thrilled to interview you on #theapexshow tonight!

LauraHorton1 @mkritzinger Good evening -It is an honour to be doing the first ever #theapexshow Thank you for asking me!!

sylviesturrock #theapexshow – here we go!! Best of luck Laura

LauraHorton1 @RichardCharon #theapexshow Thanks for joining in Richard

mkritzinger Let’s begin round one of the questions #theapexshow

mkritzinger @LauraHorton1 What is a Treatment Coordinator? #theapexshow

LauraHorton1 @mkritzinger A TCO = a team member who sees all new patients (NPs) for first appointments #theapexshow

LauraHorton1 @mkritzinger A TCO ‘sells’ the practice and its treatments to every NP #theapexshow

LauraHorton1 @mkritzinger A TCO pre-qualifies all NPs so if they cannot afford TMT they won’t be booked in to see the dentist #theapexshow

mkritzinger #theapexshow followers, to read Laura’s detailed answer about this visit http://tiny.cc/round1

mkritzinger Does anyone have a question for @LauraHorton1 on this topic? #theapexshow

RichardCharon #theapexshow. How RU finding patient acceptance of TCOs?

LauraHorton1 @RichardCharon That is a good question and is answered in round three so stay tuned #theapexshow

mkritzinger Ding Ding end of round ONE #theapexshow all unanswered questions will be answered at the end

mkritzinger @LauraHorton1 Round two:  How can a TCO benefit a dental practice? #theapexshow
LauraHorton1 @mkritzinger TCO takes customer service to new level, takes non clinical time from dentists + increases revenue #theapexshow

mkritzinger #theapexshow followers, to read Laura’s detailed answer about this visit http://tiny.cc/round2494

mkritzinger Does anyone have a question for @LauraHorton1 on this topic? #theapexshow



Mouldjon #theapexshow do tco’s increase treatment uptake? Do pts prefer having treatment plans explained by tco and understand them better?

LauraHorton1 @Mouldjon #theapexshow Yes they do, but the dentist still has to legally explain the TMT plan and risks, the TCO role

LauraHorton1 @Mouldjon #theapexshow is more about the beginning and the relationship building aspect, plus selling the skills you own

RichardCharon #theapexshow OK. Are TCOs being paid a flat salary or on cmmison or flat rate + bouns per £ converted?

LauraHorton1 @RichardCharon #theapexshow it depends on where you are based regarding the salary, I always advise the entire team to be incentivised though
sylviesturrock #theapexshow – when I was a TCO it was salary plus % of revenue income

LauraHorton1 @sylviesturrock @RichardCharon #theapexshow however the TCO has a lot of responsibility and should be a top earner in your practice TCO’s should be incentivised for sure, but i never recommend a salary at is varies around the UK

RichardCharon #theapexshow ive hrd sme ideas abt meeting pts at costa coffee or whrver, purple cow & all that- this may well pose a risk tho. Do u agree?

LauraHorton1 @RichardCharon #theapexshow As long as you have a private area to see them it is fine, if you use somewhere daily they allow you that space
RichardCharon #theapexshow. I really meant tht a 1st meet out of the practice is not a good idea IMHO

sylviesturrock @RichardCharon #theapexshow yes i agree there Richard

LauraHorton1 @RichardCharon #theapexshow If you have a consultation room that should always be used, practices that use a coffee shop = their only option



mkritzinger Ding Ding end of round TWO #theapexshow all unanswered questions will be answered at the end

mkritzinger @LauraHorton1 Round 3:  How do patients typically respond to a TCO? #theapexshow

LauraHorton1 @mkritzinger Patients like TCOs because they = friendly, honest, informative and give them a ‘try before you buy’ appointment #theapexshow
LauraHorton1 @mkritzinger TCOs change the old stigma that dentistry is an uncaring profession – we do care and patients see that! #theapexshow

mkritzinger #theapexshow followers, to read Laura’s detailed answer about this visit http://tiny.cc/round3

mkritzinger Remember to share your LIGHTBULB moments (your insights, thoughts and opinions) about today’s #theapexshow on www.theapextribe.com



mkritzinger Does anyone have a question for @LauraHorton1 on this topic? #theapexshow

Mouldjon #theapexshow is it a usually adental nurse who takes on role of tco? Or can reception staff take on roll?
LauraHorton1 @Mouldjon #theapexshow Yes thats right it is important you understand the personlaity of your PT – your TCO can tell you all about the way..

LauraHorton1 @Mouldjon #theapexshow you should be communicating to them (when they have been trained by yours truly that is!)

markoborn @LauraHorton1 #theapexshow other than your training what knowledge or experience does a TCO need? 4 days ago from UberTwitter
mkritzinger @markoborn LauraHorton1 will cover this question in the next round thanks Mark #theapexshow



mkritzinger Ding Ding end of round THREE #theapexshow all unanswered questions will be answered at the end



mkritzinger @LauraHorton1 Round 4:  Do you already need to be a nurse/hygienist/practice manager to become a TCO? #theapexshow

LauraHorton1 @mkritzinger You need be people-focused, have dental knowledge and thorough understanding of your practice to be a TCO #theapexshow
LauraHorton1 @mkritzinger TCOs do not recommend treatment – they listen to the patient and show what solutions the practice has to offer #theapexshow

mkritzinger #theapexshow followers, to read Laura’s detailed answer about this visit http://tiny.cc/round4

mkritzinger Does anyone have a question for @LauraHorton1 on this topic? #theapexshow



Crownspsd #theapexshow hi, is a TCO the sales person/marketer of the practice.
LauraHorton1 @Crownspsd #theapexshow they are a sales person but I have my own definition on sales for dentistry! If you want them to become involved
LauraHorton1 @Crownspsd #theapexshow in marketing they can be and this would be built into their role description, TCO’s are great at networking!!



mkritzinger Ding Ding end of round FOUR #theapexshow all unanswered questions will be answered at the end

mkritzinger @LauraHorton1 Round 5: What is a typical ROI a dental practice can expect when hiring a TCO? #theapexshow
LauraHorton1 @mkritzinger Practices that follow all my systems + use verbal skills, often have a 40% revenue inc in month 1 = instant ROI #theapexshow

mkritzinger #theapexshow followers, to read Laura’s detailed answer about this visit http://tiny.cc/round5


mkritzinger Please share your LIGHTBULB moments about today’s #theapexshow to inspire others on www.theapextribe.com

mkritzinger Does anyone have a question for @LauraHorton1 on this topic? #theapexshow

mkritzinger Ding Ding end of round FIVE #theapexshow all unanswered questions will be answered at the end



mkritzinger This ends our 5 rounds of #theapexshow now there is a general Q&A for 15 mins to ask @LauraHorton1 re TCO

mkritzinger @LauraHorton1 Describe the personality/qualities of a TCO? #theapexshow

LauraHorton1 @mkritzinger #theapexshow TCO must be a people person, work well on own and in team, MUST believe in the

LauraHorton1 @mkritzinger #theapexshow dentistry their practice provides to patients

DentalAngels @laurahorton1 @mkritzinger fewTCOs contacted us recently,but not practices 2put them, any ideas increasing awareness of th role?#theapexshow

LauraHorton1 @DentalAngels #theapexshow we need to educate dentists and TCO’s. Dentists like to recruit from within their team too

LauraHorton1 @DentalAngels #theapexshow I am gathering case studies and promoting the role as much as possible – its about the

LauraHorton1 @dentalangels #theapexshow practice having a shift in their direction too and being a forward thinker! Practices do like to recruit from within

LauraHorton1 @dentalangels #theapexshow as they know the TCO personally and feel OK about delegating this vital role to them – unless a TCO can say they

LauraHorton1 @dentalangels #theapexshow have had training who knows what their previous role entails and if it will fit in a new practice
DentalAngels @LauraHorton1 #theapexshow Fantastic – I was a TCO and loved it would love to raise awareness!

sylviesturrock #theapexshow the training for 2 days is that just the TCO or whole team?

LauraHorton1 @sylviesturrock #theapexshow It is great if the whole team can embrace the positive change in the practice
LauraHorton1 @sylviesturrock #theapexshow and be present for the implementation of this vital role

mkritzinger GONG! That’s the end of this week’s #theapexshow I hope you enjoyed it – please join us for the next one http://tiny.cc/schedule17

DentalAngels @laurahorton1 @mkritzinger That was great, thanks Laura and Marita #theapexshow

RichardCharon #theapexshow. jst a comment. v. smart use of web 2.0. Brilliant. Well done all !
sylviesturrock RT @RichardCharon: #theapexshow. jst a comment. v. smart use of web 2.0. Brilliant. Well done all !

Crownspsd That was good fun. #theapexshow. worked well.



RichardCharon #theapexshow. Excellent use o f web 2.0 everyone. Brilliant!!



LauraHorton1 #theapexshow Thank you everybody have a good evening



mkritzinger and thanks to @LauraHorton1 for being a brilliant guest on #theapexshow



mkritzinger #theapexshow thanks to everyone who followed and asked questions tonight!



mkritzinger I uploaded a YouTube video — One small tweet, one giant leap for #theApexShow! http://youtu.be/RVtTSr0A2L4?a