TC Empowerment Training

Bryan’s Guide to Mastering the Orthodontic ConsultRebuilding Confidence & Closing with Authority

Bryan, your role as a Treatment Coordinator is to lead the patient from "unsure" to "started." Use this guide to structure your day, handle tough moments, and leverage our new office protocols.

1. The 15-Minute "Pre-Flight" Prep

Confidence starts before you open the door. Never walk into a room without a plan.

• Review the "Morning Huddle" Notes: Check if the patient was a "Speed to Lead" win (called within 5 mins). This tells you their motivation is currently high.
  
  

• Front-Load Records: Ensure photos and X-rays are ready before you sit down. Our goal is a 30-40 minute efficient consult.
  
  

• The "Barrier Search": Look at their forms. Is it a Medicaid (Dentaquest) patient? An adult with dental anxiety? A transfer? Identify the likely barrier before you meet them so you aren't surprised.
  
  

• AI Summary Setup: Get your Plaid recorder ready. This tool is your backup—it captures the conversation so you can focus 100% on the patient’s eyes, not your notepad.
  
  

2. The Consultation: Be "The Guide," Not the "Closer"

Focus on the "Why," not the "How."

• The Trial Close: Don't wait until the very end. Use "Trial Closes" to gauge readiness.
  
  

• Example: "Based on what the doctor showed you, does this treatment plan feel like the right fit for your lifestyle?"
  
  

• Address Barriers, Not Brackets: Patients don't buy "braces"; they buy "confidence." If they have gum recession or anxiety, address it honestly but calmly.
  
  

• Plain Language: Avoid technical jargon. Explain "overjet" as "how far the teeth stick out." Make it easy for them to say yes.
  
  

3. Financial Strategy: The "Power of the $300"

We have the most flexible terms in town ($300 down / $200 month). Use them strategically.

• The Golden Rule: Do NOT offer to split the down payment or monthly payments too early.
  
  

• The Sequence: 1. Present the standard $300/$200 plan first.
  
  

2. Wait for their reaction.

3. Only if they state a financial objection, offer the split. Prematurely offering splits weakens their commitment.

• The Setup Fee ($159 - $199): If a patient needs clearance and can't start today, charge the setup fee.
  
  

• The Script: "To get your custom plan started while we wait for your dental clearance, we do a setup for $[159-199]. This amount goes directly toward your treatment total once you start." This creates immediate "buy-in."
  
  

4. What to Do When You Get "Stuck"

Losing momentum happens. Here is how you regain control.

• Identify Fact vs. Assumption: If a patient says "I need to think about it," don't assume it's money.
  
  

• Ask: "Usually when patients want to think it over, it's because they have a question about the clinical side or the financial side. Which one is it for you?"
  
  

• The "Expert Intervention": If you feel the rapport slipping, don't be afraid to ask for help.
  
  

• The Pivot: "I want to make sure we give you the best possible option for your specific insurance/case. Let me grab Elizabeth or the Doctor to see if we can find a creative solution for you."
  
  

• Handle "Shopping" with Value: If they are seeing other doctors, highlight our +500 5-star reviews and evening/weekend hours.
  
  

5. The Follow-Up Masterclass

90% of follow-ups go unanswered. Break through the noise.

• Schedule the Follow-Up During the Consult: Don't just say "I'll call you." Say, "I’m going to send you a digital calendar invite for a 5-minute check-in call tomorrow at 2:00 PM. Does that work?"
  
  

• The Multi-Touch Sequence: 1. Call & Voicemail (Keep it personal).
  
  

2. Text Message (Use a standardized template).

3. Email (Send the AI-generated summary from Plaid).

• Timing: Follow up within 1-2 days. Motivation decreases by the hour.
  
  

6. Educational & Motivation Tools

Use these to "show," not "tell."

• Dolphin Aquarium: Use these videos to explain the "Physics" of the move (e.g., how we close a gap).
  
  

• Before/After Malocclusion Folders: Show them a case that looks exactly like theirs. "Here is a patient who had the same crowding you have. Look at their result after 18 months."
  
  

• Plaid Patient Summaries: Send the patient-friendly summary immediately after the consult. It keeps the "Aha!" moment alive once they get home.