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Consulting Services
Shelia’s areas of expertise are the new patient process, marketing, customer service and team building. Having strong systems in these areas along with creating beautiful results will make any practice a success!
A Message from Shelia:
Creating beautiful smiles makes for a great orthodontist, but not necessarily a productive orthodontic practice. Achieving success in your practice depends heavily on having a solid new patient process in place. A good marketing system will help you get the patients in the door, but your well-trained staff and well-organized new patient process plays a huge role in the contract being signed.
My evaluation process and training starts with the new patient telephone call and ends with the patient signing the contract to start treatment and your follow-up system for undecided potential patients. No stone is left unturned. My goal is for every staff member on your team to understand that they all play an important role in this process!
How My Consultation Process Works
Prior to my visit, I will make 2 secret shopper calls to your office at random times attempting to speak with a different person during each call. During the phone calls, I will set fictitious new patient appointments. I will call back within 24 hours to cancel the appointment. This allows me to evaluate your new patient telephone call process from the patient’s perspective and how your team responds to a cancellation. I will bring evaluations of those calls with me to the consultation to discuss with the doctor(s) and team.
Reviewing the written materials that your new patients see is essential to understanding the patient’s point of view in reference to your practice. I have your staff send me materials as if I were the new patient; everything from your welcome package to start package to review before I even come into your practice. I will not only make suggestions on how to enhance these packages but will actually create new materials for you.
I will come to your office to work with you and your staff for 2 1/2days. During days one and two I will focus my attention on every aspect of your new patient process, sit in on new patient appointments, observe records, start appointments, review your follow-up systems, etc.
A third ˝ day should be non-patient time. This is an opportunity for me to meet with the entire staff in a casual setting to discuss how every person on the team plays a role in the new patient process and what we need to do to make it excellent. If necessary, we will utilize this time for role play exercises as well. I wrap this meeting up with a 1-hour customer service presentation that I think your entire team will enjoy. My time with you and your team will end at noon on this final day.
What Happens After the Consultation?
· Within 10 business days you will receive a written plan of action based on the agreed upon changes and enhancements to put into action in your practice.
· Within one month you will receive any new forms that I need to create for you to enhance your new patient process.
· Two months, four months and then six months after the consultation, I will have a teleconference with the Doctor(s) and any designated team members to discuss progress with the action plan and any concerns.
I consider my visit to your office like spring training for a football team. It is a time to build on strengths and correct weaknesses. But my coaching services go far beyond my actual visit as I continue to provide my support to you and your team until you have completed a successful season!
If you have a serious interest in this service, please contact me for availability and pricing. |
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To Contact Shelia Parenton: |
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Phone: 904-372-0028 Fax: 904-372-0631 E-mail: parenton@aol.com |
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IMAGINATION @ WORK, LLC 116 19th Avenue North, #401 Jacksonville Beach, FL 32250
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