September 4, 2025 • 18 mins
Patients remember how they felt when they walked out of your practice, and that memory shapes whether they return or refer. In this episode, Jen and Savanah share practical strategies to transform the end of an appointment into a moment that builds loyalty.
From smooth handoffs to thoughtful follow up, and even controversial takes on who should schedule and collect, this conversation offers ideas you can implement immediately to improve the patient experience.
Special thanks to Chris "The Wizard" Stone of Rock Solid Media, our recording partner!
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Transcript
Episode Transcript
Available transcripts are automatically generated. Complete accuracy is not guaranteed.
Chris Stone (00:00):
All right, here we go.
Here we go.
The queens of the walkoutand the music in 3, 2, 1.
Jen Steadman (00:09):
Back in 10 is a podcast for dental leaders who do it all
and need 10 minutes to themselves.
Savanah Carlson (00:14):
It's about real conversations, not curated ones, the
kind that happen off the clock behindclosed doors, and between the chaos of
running a practice and running life,
Jen Steadman (00:24):
hosted by Savannah Carlson and Jen Steadman, two women who've led.
Learned and laughed through it all.
Savanah Carlson (00:31):
This show brings honest stories, leadership truths, and
the occasional sassy take on what itreally means to lead in dentistry today.
Jen Steadman (00:38):
Because sometimes the best leadership happens when
you step away for 10 minutes.
Savanah Carlson (00:44):
This is back in 10.
Hello everyone.
Welcome to back in 10.
I am Savannah.
Jen Steadman (00:56):
And I'm Jen.
Savanah Carlson (00:58):
And if you tuned into last week's episode, we talked about
first impressions and how to reallywow those patients, especially new
patients when they walk through the door.
This week we'd like to talk about leavinga lasting impression and how your walkout
(01:18):
is just as important as walking in.
Queen.
Yes, queen.
I just pulled that out of my ass.
That sounded real fun and fancy.
That was so good.
That was so good.
Who could have thought wecould actually be podcasters?
Jen Steadman (01:36):
We started this episode really good, so it
was a good first impression.
We need to make sure we endit good on that note too.
Yes.
So, okay.
Agreed.
Okay, here we go.
Okay,
Savanah Carlson (01:45):
so yes, lasting impressions.
Let's talk about the handoff from.
The clinical team to the admin team,and I don't wanna say from the front
to the back because there's always awar war between the front and the back.
That.
It's so unnecessary and doesn'tneed to be there because Why?
(02:07):
Because you all
need to keep on focusing on themission of the practice and that
it is about the patient experience.
Yes.
Jen Steadman (02:16):
And it's always about the thermostat, so we
don't need to worry about that.
Make sure that thepatients are comfortable.
If you need to have the thermostat lower.
For your clinical team,have blankets, right?
That's another thingthat you could do too.
Have something to keep your patientswarm, especially if they're in
your office for a longer procedure.
That's gonna make themfeel comfortable, right?
(02:37):
So once you, get it, get them alltogether, get them cleaned up,
please make sure that patient walksout with no bib, no impression
material, no prophy paste any signsof any material on their persons.
And whatever
Savanah Carlson (02:54):
appliances they might have walked in with and you put in to
be cleaned, that they've been takenout and canid back to the patient.
Yes, please.
I've seen so many patients running back inbeing like, I didn't get my retainer back.
Jen Steadman (03:08):
Yeah.
Yeah.
We'll take care of that, but.
It's even nice if you givethem a new case for it too.
That's a good lasting impression.
If you give them a new caseevery time they come in, it's
really not that expensive.
They come in, what, twoto four times a year?
Give them a new case that'snot grungy and gross.
Just add it in.
So I think that's definitelysomething that you could do as well.
(03:30):
But that handoff, your team member,your clinical team member needs to
physically walk with that patient.
To the checkout area, whereverthat may be in your practice.
They don't need to like link arm in arms,although that could be fun sometimes too.
But physically walk out thereand get the attention of one of
(03:53):
your admin team members that isresponsible for doing the checkout.
Sometimes they're busy.
I've seen offices before thatwould use like a sticky note
and we'll put down things.
Just to make sure that what was inthe computer system was what was done.
Or they would use a routingslip or something like that.
The biggest thing for me is I want thepatient to hear again what the doctor
(04:16):
or the hygienist just said in the back.
So if I'm the assistant, I'mgonna come up and say, Dr.
Carlson, you've been promoted Savannah.
Dr. Carlson today said that.
Chris needs to come in and havethis done and explain everything
to them, but it shouldn't be thefirst time that they're hearing it.
So when they're hearing it multiple times,it's showing them the urgency, the care,
(04:39):
the need to have that treatment done.
It's not just go ahead, the nextpatient's coming, just go to the front.
Right.
And if you know you're
Savanah Carlson (04:50):
gonna be in a, a walkout blitz is what I like to call
it, just make sure that your admin teamknows at, five minutes of the hour.
We're gonna have four toeight patients approaching the
desk with the clinical team.
Everyone needs to be all hands on deckand ready to accept those patients.
(05:11):
Not everyone will be, you know, youdon't have eight admin team members
to go with all those patients.
So we had a couple of comfychairs next to the wall directly
across from the checkout.
And it was open space too.
We could see who was waiting.
We, and you don't like to make themwait, but when it comes to checkout,
there are a lot of appointmentsthat could need to be made.
(05:32):
But just acknowledge those patients.
So if your hygienist walksout, Sally says, oh, Savannah's
with a patient right now.
I'm gonna let her knowthat you'll be right here.
And when she is ready, shewill call you right up.
It won't be more than a minute.
Mm-hmm.
Your hygienist will go to Savannahand say, I have Sally right here.
When you're ready and go on your way.
(05:52):
'cause you also don't wanna tie up your.
Hygienist from going back and cleaningup for the next patient either.
So there has to be somegive and take for that too.
I'm gonna say
Jen Steadman (06:01):
something semi controversial.
Savanah Carlson (06:04):
Oh girl, I'm ready.
Let's do this.
Jen Steadman (06:07):
Hygienists I'm gonna say should be scheduling their next
recare appointment in the back,in their operatory, number one.
Number two, hygienistscan also do the walkout.
It is not difficult.
If there is no operative appointmentthat needs to be made, then you can,
(06:32):
as a hygienist, schedule their recareappointment, give them everything that
they need, and you could be the one togive them the lasting impression and
let them leave if everything is done.
I love that.
I don't, I don't thinkthat's controversial at all.
I absolutely agree with that.
Savanah Carlson (06:48):
There is
Jen Steadman (06:49):
a lot of hygienists out there that do not want
anything else added to their plate.
I will say that that is a, it'sa big thing 'cause you're adding
it to their appointment time.
It is important in my mind thatthat patient is taken care of and
there's no need for them to stop atthe admin, at, at the checkout area.
Right.
(07:09):
And just have them stand thereand wait if they're fine.
You could also collect payment upfront.
Instead of it checkout, you should
Savanah Carlson (07:17):
collect payment upfront.
Mm-hmm.
Unless they're getting a product that theyfound out about in the hygiene room, but
Jen Steadman (07:22):
mm-hmm.
Your treatment shouldbe collected upfront.
I'll be controversial again.
Hygienists collect pay.
They can collect paymentfrom their operatory too.
Savanah Carlson (07:31):
Okay, well I haven't explored that.
Jen Steadman (07:34):
There's so many different things.
So like if there is a toothpasteor something like that, it's
very simple for them to do it.
And this is when it's importantthat everything that's in your.
Your system that you're proposing fortoday, that it's as correct as possible
because your admin team can, shouldcollect it at the beginning of the
(07:57):
appointment before they even go intothe back, go into the clinical area.
And that also helps with bottleneckstoo, if you have eight patients
that walk out, so that way you can.
Make sure that all of that doneis done prior to, and you're not
finding out at the end that thepatient's not paying today after you
just did this big procedure, thatit can be collected in the front.
(08:19):
It is a big switch.
It's a different mindset ifyou're, if you are collecting at
the end of the appointment versusthe beginning of the appointment.
But it also leaves a really good lastingimpression if everything is done.
It's, you know, I'm so glad that you have,did you have a great appointment today?
We would love a review from you.
Ask them, how was your visit today?
(08:40):
Just ask them how it was.
I see that you have anappointment scheduled.
Okay.
You're good to go.
Savanah Carlson (08:45):
Yeah.
Rather than, I'm gladyou had that appointment.
I hope you feel better.
$5,000 please.
Exactly.
It's a tough pill to swallow.
It's a tough pill to swallow.
I am intrigued by having hygienistscollect payment in the back only because I
prefer to separate clinical from business.
(09:08):
Mm-hmm.
Uh, in terms of money.
Um.
And leave that, those kind ofconversations up to the admin team.
But I mean, that's a preference thing.
I, if you have a cross-trained mm-hmm.
Admin, that's fine.
I, if that's the case, I would ratherhave an extra available computer at
(09:28):
the front where that admin team membercan collect that payment at mm-hmm.
The front rather thanin the clinical area.
Yeah.
Jen Steadman (09:36):
And to clarify too, I'm not talking about like.
Treatment.
I'm not talking about like, oh God feelingand root planning, anything like that.
I'm talking like if they wantedto buy an electric toothbrush
today, or if they wanted a tube, atoothpaste or something like that.
Anything that they need, atreatment plan for a thousand
percent is never being done.
You're never collecting anythingthat you're doing the back.
(09:59):
It's really for like a product off ofyour shelf versus a. Treatment plan.
And you can, it's not like someoffices do it, some offices don't.
It's just an option, right?
We're here to, to share,so that is an option, but,
Savanah Carlson (10:14):
and utilize your practice management software.
Ping.
Have your hygiene team,ping your front desk team.
If rather than, you know, I'm bringingSally directly into the conference room.
We have a large treatment planthat needs to, to go over.
They're not coming to check out.
Okay, cool.
I won't have to expect that patient.
I will ping my office manager, letthem know that there is a patient
(10:36):
waiting in the consultation roomto go over the treatment plan.
So utilize your PMS whenit comes to those things.
Mm-hmm.
Jen Steadman (10:44):
It's there to help you.
Exactly.
And I think a lot of timespeople forget about it.
They forget or they don't know allof the advantages that they have,
but that's also part of it, right?
So we're talking aboutlasting impressions.
How about you send an email after thepatient leaves, send 'em a text message.
Thank you so much for coming in today.
If you have any questions aboutthe treatment that you had, or if
(11:05):
anything comes up, please reach out.
Right?
You could also send them a link toa Google, you know, to, to write a
review, and it goes right to Google.
There's so many different things thatyou can do, but use your practice
management software or differentsoftwares that you have to also help
with that lasting impression too.
Savanah Carlson (11:22):
And I, I can't believe there are hygienists that fight scheduling
the next recall care appointment.
If that is, if that's something thatthe practice feels strongly about and
is implemented and you're allowingyour hygiene team to walk over that
you, there's some bigger conversationsthat need to happen with your hygiene
(11:43):
team, uh, regarding your mission andyour goals for the, for the practice.
What's better than having the patientliterally in your chair after having
their appointment with you andsaying, Hey, how about we reserve
your next appointment for six months?
Savannah at the front will haveyour card ready, or Savannah at the
(12:04):
front will make sure to push thatthrough in a text message for you.
Done and done.
I know the hygienists have alot going on during a hygiene
appointment, but the front desk alsohas a lot going on on the checkout.
So
it's, it's a give and take.
Y'all,
Jen Steadman (12:20):
everyone has to help them help each other.
Mm-hmm.
We, I could go on for days about hygiene,scheduling and what that looks like.
'cause they're.
A lot of hygienists give treatmentaway, and it's really not what's
best for the patient either, right?
So they'll go in there and they'llscale their teeth for like 40 minutes.
I'm like, that's not aprophy appointment then.
(12:42):
So there's so much that goes into that.
You know, I think, look, it is reallyimportant that you set yourself
and you set your team up and youset your patients up for success.
And when you're talking about hygienespecifically, you just need to.
Get a better understanding of yourworkflow and figure out a system
that works well for you so you cangive the patient the best care, not
(13:04):
just clinical care, their overallcare and experience in the practice.
Because if they don't have a goodexperience with you, they're gonna go
right down the street to another dentist.
Before we sign
Savanah Carlson (13:16):
off on this, can we just quickly clee chat about lasting
impression with practice swag?
This goes hot and cold, whetheror not we should just hand out
toothbrushes, toothpaste, floss,and a travel bag or offer it and
let the patient make that decision.
So cost effectness.
(13:38):
Yeah.
Where
Jen Steadman (13:39):
do you sit, Jen?
Okay.
This is what I'll say.
I am not a fan of theprep and ready-made bags.
Yes, it might take a little bit more time.
I also want to showcase the organizationin our office and have a patient
giveaway, patient swag closet, and itmight not be an entire closet, but a
(14:04):
portion of a closet that you can likeopen the doors and say, Hey, Mrs.
Jones, today I saw this.
This is, these are the.
Um, different care items thatI would recommend for you.
So here's a, you know, whetherit's a mouthwash or coupons, you
don't have to give them everything.
Supply them with coupons, right?
(14:26):
There's so many different onesout there that you can even
check off which product it is.
Mm-hmm.
You can do that for them.
Give them the toothbrush if they needa travel toothbrush or the specific
toothpaste floss picks, especiallyif you have like children with ortho.
Like, give them the things that they need.
Those are things that youshould have gone over with them
during their recare appointment.
(14:47):
So essentially, like you've usedsome already and here's your bag of
the things that are specific to you.
Another thing that I love on that note.
Is having like a menu thatyou can share with them.
So it is all, I love a good better menu.
Yeah.
Like I love it.
All of these different productswith check marks next to them and
(15:08):
their hygienist or their clinicalteam member, assistant doctor.
Can check off which ones thatthey would recommend for them.
So it doesn't mean that you needto have it in your office to supply
them with, but it's a little menu.
It's a little checklist, andit's specific to that patient.
So you can even put their nameup at the top and put their
hygienist name up at the top.
(15:29):
Right.
These are the recommendations thatJen gave you today, and you can
check off which ones you could even.
Have a little QR code and it goes toyour office's, Amazon storefront, that
key, all those products that are inthere, and they can just click it.
Very simple.
While they're in your office.
They'll probably get it tomorrow or thenext day if they did it from Amazon.
(15:51):
So there's so many differentthings that you can do, but.
Please make it specific to that patient.
It's also gonna give them that lastingimpression that you care, and that even
when you're not physically with them,when they're at home, there are things
that you have supplied them or, um,recommended that they use to try to
help them until they see you next time.
Savanah Carlson (16:14):
And we used to give out hygiene report cards so each we'd
have a, you know, a standard reportcard and the hygienist would check off
what was going well, what they neededto work on, products they should invest
in, if they needed treatment, um,which was a good reminder to them when
they were taken to the admin team of,here's your report card from today.
(16:36):
This is what we talked about.
If you have any questions, Iknow we talked about a lot.
Gimme a holler.
You did mention somethingabout uh, uh, like a, a menu,
like a checkout menu, a list.
Something to think about is alsoto have a comfort menu for those
restorative appointments that arelong and in super invasive and.
(16:59):
People just need an extra dose of TLC.
Create a comfort menu anddon't make it extravagant.
We don't need paraffin wax unless you'relike some bougie boutique practice.
In that case, shoot me an email'cause I wanna see what you're about.
We'd love to come do that.
Yeah.
But a, a couple of things on acomfort menu goal, a real long way,
(17:20):
and leave a great lasting impression.
Jen Steadman (17:24):
A thousand percent.
Have a wonderful day everyone, and pleasemake sure that if you do nothing else
but this today, make sure that yourpatients have an amazing experience
and a great lasting impression.
So they come back and they tell theirfamily and friends and everybody wins.
Savanah Carlson (17:44):
Ah,
later y'all.
Bye.
Thanks for spending a fewminutes with us on back in 10.
If something made you laugh, nod or feel alittle more human, share it with a friend
and make sure that you're subscribed.
You can also follow us onInstagram at Back in 10 Pod for
more behind the scenes updates and
Jen Steadman (18:06):
probably a little chaos.
We're not here to have it all figured out.
We are just here to tell you the thingsthat we wish someone had told us and
remind you that leadership doesn't
Savanah Carlson (18:17):
have to be perfect, just real.
We'll be back in 10, back
in 10.
All right, here we go.
Here we go.
The queens of the walkoutand the music in 3, 2, 1.
Jen Steadman (00:09):
Back in 10 is a podcast for dental leaders who do it all
and need 10 minutes to themselves.
Savanah Carlson (00:14):
It's about real conversations, not curated ones, the
kind that happen off the clock behindclosed doors, and between the chaos of
running a practice and running life,
Jen Steadman (00:24):
hosted by Savannah Carlson and Jen Steadman, two women who've led.
Learned and laughed through it all.
Savanah Carlson (00:31):
This show brings honest stories, leadership truths, and
the occasional sassy take on what itreally means to lead in dentistry today.
Jen Steadman (00:38):
Because sometimes the best leadership happens when
you step away for 10 minutes.
Savanah Carlson (00:44):
This is back in 10.
Hello everyone.
Welcome to back in 10.
I am Savannah.
Jen Steadman (00:56):
And I'm Jen.
Savanah Carlson (00:58):
And if you tuned into last week's episode, we talked about
first impressions and how to reallywow those patients, especially new
patients when they walk through the door.
This week we'd like to talk about leavinga lasting impression and how your walkout
(01:18):
is just as important as walking in.
Queen.
Yes, queen.
I just pulled that out of my ass.
That sounded real fun and fancy.
That was so good.
That was so good.
Who could have thought wecould actually be podcasters?
Jen Steadman (01:36):
We started this episode really good, so it
was a good first impression.
We need to make sure we endit good on that note too.
Yes.
So, okay.
Agreed.
Okay, here we go.
Okay,
Savanah Carlson (01:45):
so yes, lasting impressions.
Let's talk about the handoff from.
The clinical team to the admin team,and I don't wanna say from the front
to the back because there's always awar war between the front and the back.
That.
It's so unnecessary and doesn'tneed to be there because Why?
(02:07):
Because you all
need to keep on focusing on themission of the practice and that
it is about the patient experience.
Yes.
Jen Steadman (02:16):
And it's always about the thermostat, so we
don't need to worry about that.
Make sure that thepatients are comfortable.
If you need to have the thermostat lower.
For your clinical team,have blankets, right?
That's another thingthat you could do too.
Have something to keep your patientswarm, especially if they're in
your office for a longer procedure.
That's gonna make themfeel comfortable, right?
(02:37):
So once you, get it, get them alltogether, get them cleaned up,
please make sure that patient walksout with no bib, no impression
material, no prophy paste any signsof any material on their persons.
And whatever
Savanah Carlson (02:54):
appliances they might have walked in with and you put in to
be cleaned, that they've been takenout and canid back to the patient.
Yes, please.
I've seen so many patients running back inbeing like, I didn't get my retainer back.
Jen Steadman (03:08):
Yeah.
Yeah.
We'll take care of that, but.
It's even nice if you givethem a new case for it too.
That's a good lasting impression.
If you give them a new caseevery time they come in, it's
really not that expensive.
They come in, what, twoto four times a year?
Give them a new case that'snot grungy and gross.
Just add it in.
So I think that's definitelysomething that you could do as well.
(03:30):
But that handoff, your team member,your clinical team member needs to
physically walk with that patient.
To the checkout area, whereverthat may be in your practice.
They don't need to like link arm in arms,although that could be fun sometimes too.
But physically walk out thereand get the attention of one of
(03:53):
your admin team members that isresponsible for doing the checkout.
Sometimes they're busy.
I've seen offices before thatwould use like a sticky note
and we'll put down things.
Just to make sure that what was inthe computer system was what was done.
Or they would use a routingslip or something like that.
The biggest thing for me is I want thepatient to hear again what the doctor
(04:16):
or the hygienist just said in the back.
So if I'm the assistant, I'mgonna come up and say, Dr.
Carlson, you've been promoted Savannah.
Dr. Carlson today said that.
Chris needs to come in and havethis done and explain everything
to them, but it shouldn't be thefirst time that they're hearing it.
So when they're hearing it multiple times,it's showing them the urgency, the care,
(04:39):
the need to have that treatment done.
It's not just go ahead, the nextpatient's coming, just go to the front.
Right.
And if you know you're
Savanah Carlson (04:50):
gonna be in a, a walkout blitz is what I like to call
it, just make sure that your admin teamknows at, five minutes of the hour.
We're gonna have four toeight patients approaching the
desk with the clinical team.
Everyone needs to be all hands on deckand ready to accept those patients.
(05:11):
Not everyone will be, you know, youdon't have eight admin team members
to go with all those patients.
So we had a couple of comfychairs next to the wall directly
across from the checkout.
And it was open space too.
We could see who was waiting.
We, and you don't like to make themwait, but when it comes to checkout,
there are a lot of appointmentsthat could need to be made.
(05:32):
But just acknowledge those patients.
So if your hygienist walksout, Sally says, oh, Savannah's
with a patient right now.
I'm gonna let her knowthat you'll be right here.
And when she is ready, shewill call you right up.
It won't be more than a minute.
Mm-hmm.
Your hygienist will go to Savannahand say, I have Sally right here.
When you're ready and go on your way.
(05:52):
'cause you also don't wanna tie up your.
Hygienist from going back and cleaningup for the next patient either.
So there has to be somegive and take for that too.
I'm gonna say
Jen Steadman (06:01):
something semi controversial.
Savanah Carlson (06:04):
Oh girl, I'm ready.
Let's do this.
Jen Steadman (06:07):
Hygienists I'm gonna say should be scheduling their next
recare appointment in the back,in their operatory, number one.
Number two, hygienistscan also do the walkout.
It is not difficult.
If there is no operative appointmentthat needs to be made, then you can,
(06:32):
as a hygienist, schedule their recareappointment, give them everything that
they need, and you could be the one togive them the lasting impression and
let them leave if everything is done.
I love that.
I don't, I don't thinkthat's controversial at all.
I absolutely agree with that.
Savanah Carlson (06:48):
There is
Jen Steadman (06:49):
a lot of hygienists out there that do not want
anything else added to their plate.
I will say that that is a, it'sa big thing 'cause you're adding
it to their appointment time.
It is important in my mind thatthat patient is taken care of and
there's no need for them to stop atthe admin, at, at the checkout area.
Right.
(07:09):
And just have them stand thereand wait if they're fine.
You could also collect payment upfront.
Instead of it checkout, you should
Savanah Carlson (07:17):
collect payment upfront.
Mm-hmm.
Unless they're getting a product that theyfound out about in the hygiene room, but
Jen Steadman (07:22):
mm-hmm.
Your treatment shouldbe collected upfront.
I'll be controversial again.
Hygienists collect pay.
They can collect paymentfrom their operatory too.
Savanah Carlson (07:31):
Okay, well I haven't explored that.
Jen Steadman (07:34):
There's so many different things.
So like if there is a toothpasteor something like that, it's
very simple for them to do it.
And this is when it's importantthat everything that's in your.
Your system that you're proposing fortoday, that it's as correct as possible
because your admin team can, shouldcollect it at the beginning of the
(07:57):
appointment before they even go intothe back, go into the clinical area.
And that also helps with bottleneckstoo, if you have eight patients
that walk out, so that way you can.
Make sure that all of that doneis done prior to, and you're not
finding out at the end that thepatient's not paying today after you
just did this big procedure, thatit can be collected in the front.
(08:19):
It is a big switch.
It's a different mindset ifyou're, if you are collecting at
the end of the appointment versusthe beginning of the appointment.
But it also leaves a really good lastingimpression if everything is done.
It's, you know, I'm so glad that you have,did you have a great appointment today?
We would love a review from you.
Ask them, how was your visit today?
(08:40):
Just ask them how it was.
I see that you have anappointment scheduled.
Okay.
You're good to go.
Savanah Carlson (08:45):
Yeah.
Rather than, I'm gladyou had that appointment.
I hope you feel better.
$5,000 please.
Exactly.
It's a tough pill to swallow.
It's a tough pill to swallow.
I am intrigued by having hygienistscollect payment in the back only because I
prefer to separate clinical from business.
(09:08):
Mm-hmm.
Uh, in terms of money.
Um.
And leave that, those kind ofconversations up to the admin team.
But I mean, that's a preference thing.
I, if you have a cross-trained mm-hmm.
Admin, that's fine.
I, if that's the case, I would ratherhave an extra available computer at
(09:28):
the front where that admin team membercan collect that payment at mm-hmm.
The front rather thanin the clinical area.
Yeah.
Jen Steadman (09:36):
And to clarify too, I'm not talking about like.
Treatment.
I'm not talking about like, oh God feelingand root planning, anything like that.
I'm talking like if they wantedto buy an electric toothbrush
today, or if they wanted a tube, atoothpaste or something like that.
Anything that they need, atreatment plan for a thousand
percent is never being done.
You're never collecting anythingthat you're doing the back.
(09:59):
It's really for like a product off ofyour shelf versus a. Treatment plan.
And you can, it's not like someoffices do it, some offices don't.
It's just an option, right?
We're here to, to share,so that is an option, but,
Savanah Carlson (10:14):
and utilize your practice management software.
Ping.
Have your hygiene team,ping your front desk team.
If rather than, you know, I'm bringingSally directly into the conference room.
We have a large treatment planthat needs to, to go over.
They're not coming to check out.
Okay, cool.
I won't have to expect that patient.
I will ping my office manager, letthem know that there is a patient
(10:36):
waiting in the consultation roomto go over the treatment plan.
So utilize your PMS whenit comes to those things.
Mm-hmm.
Jen Steadman (10:44):
It's there to help you.
Exactly.
And I think a lot of timespeople forget about it.
They forget or they don't know allof the advantages that they have,
but that's also part of it, right?
So we're talking aboutlasting impressions.
How about you send an email after thepatient leaves, send 'em a text message.
Thank you so much for coming in today.
If you have any questions aboutthe treatment that you had, or if
(11:05):
anything comes up, please reach out.
Right?
You could also send them a link toa Google, you know, to, to write a
review, and it goes right to Google.
There's so many different things thatyou can do, but use your practice
management software or differentsoftwares that you have to also help
with that lasting impression too.
Savanah Carlson (11:22):
And I, I can't believe there are hygienists that fight scheduling
the next recall care appointment.
If that is, if that's something thatthe practice feels strongly about and
is implemented and you're allowingyour hygiene team to walk over that
you, there's some bigger conversationsthat need to happen with your hygiene
(11:43):
team, uh, regarding your mission andyour goals for the, for the practice.
What's better than having the patientliterally in your chair after having
their appointment with you andsaying, Hey, how about we reserve
your next appointment for six months?
Savannah at the front will haveyour card ready, or Savannah at the
(12:04):
front will make sure to push thatthrough in a text message for you.
Done and done.
I know the hygienists have alot going on during a hygiene
appointment, but the front desk alsohas a lot going on on the checkout.
So
it's, it's a give and take.
Y'all,
Jen Steadman (12:20):
everyone has to help them help each other.
Mm-hmm.
We, I could go on for days about hygiene,scheduling and what that looks like.
'cause they're.
A lot of hygienists give treatmentaway, and it's really not what's
best for the patient either, right?
So they'll go in there and they'llscale their teeth for like 40 minutes.
I'm like, that's not aprophy appointment then.
(12:42):
So there's so much that goes into that.
You know, I think, look, it is reallyimportant that you set yourself
and you set your team up and youset your patients up for success.
And when you're talking about hygienespecifically, you just need to.
Get a better understanding of yourworkflow and figure out a system
that works well for you so you cangive the patient the best care, not
(13:04):
just clinical care, their overallcare and experience in the practice.
Because if they don't have a goodexperience with you, they're gonna go
right down the street to another dentist.
Before we sign
Savanah Carlson (13:16):
off on this, can we just quickly clee chat about lasting
impression with practice swag?
This goes hot and cold, whetheror not we should just hand out
toothbrushes, toothpaste, floss,and a travel bag or offer it and
let the patient make that decision.
So cost effectness.
(13:38):
Yeah.
Where
Jen Steadman (13:39):
do you sit, Jen?
Okay.
This is what I'll say.
I am not a fan of theprep and ready-made bags.
Yes, it might take a little bit more time.
I also want to showcase the organizationin our office and have a patient
giveaway, patient swag closet, and itmight not be an entire closet, but a
(14:04):
portion of a closet that you can likeopen the doors and say, Hey, Mrs.
Jones, today I saw this.
This is, these are the.
Um, different care items thatI would recommend for you.
So here's a, you know, whetherit's a mouthwash or coupons, you
don't have to give them everything.
Supply them with coupons, right?
(14:26):
There's so many different onesout there that you can even
check off which product it is.
Mm-hmm.
You can do that for them.
Give them the toothbrush if they needa travel toothbrush or the specific
toothpaste floss picks, especiallyif you have like children with ortho.
Like, give them the things that they need.
Those are things that youshould have gone over with them
during their recare appointment.
(14:47):
So essentially, like you've usedsome already and here's your bag of
the things that are specific to you.
Another thing that I love on that note.
Is having like a menu thatyou can share with them.
So it is all, I love a good better menu.
Yeah.
Like I love it.
All of these different productswith check marks next to them and
(15:08):
their hygienist or their clinicalteam member, assistant doctor.
Can check off which ones thatthey would recommend for them.
So it doesn't mean that you needto have it in your office to supply
them with, but it's a little menu.
It's a little checklist, andit's specific to that patient.
So you can even put their nameup at the top and put their
hygienist name up at the top.
(15:29):
Right.
These are the recommendations thatJen gave you today, and you can
check off which ones you could even.
Have a little QR code and it goes toyour office's, Amazon storefront, that
key, all those products that are inthere, and they can just click it.
Very simple.
While they're in your office.
They'll probably get it tomorrow or thenext day if they did it from Amazon.
(15:51):
So there's so many differentthings that you can do, but.
Please make it specific to that patient.
It's also gonna give them that lastingimpression that you care, and that even
when you're not physically with them,when they're at home, there are things
that you have supplied them or, um,recommended that they use to try to
help them until they see you next time.
Savanah Carlson (16:14):
And we used to give out hygiene report cards so each we'd
have a, you know, a standard reportcard and the hygienist would check off
what was going well, what they neededto work on, products they should invest
in, if they needed treatment, um,which was a good reminder to them when
they were taken to the admin team of,here's your report card from today.
(16:36):
This is what we talked about.
If you have any questions, Iknow we talked about a lot.
Gimme a holler.
You did mention somethingabout uh, uh, like a, a menu,
like a checkout menu, a list.
Something to think about is alsoto have a comfort menu for those
restorative appointments that arelong and in super invasive and.
(16:59):
People just need an extra dose of TLC.
Create a comfort menu anddon't make it extravagant.
We don't need paraffin wax unless you'relike some bougie boutique practice.
In that case, shoot me an email'cause I wanna see what you're about.
We'd love to come do that.
Yeah.
But a, a couple of things on acomfort menu goal, a real long way,
(17:20):
and leave a great lasting impression.
Jen Steadman (17:24):
A thousand percent.
Have a wonderful day everyone, and pleasemake sure that if you do nothing else
but this today, make sure that yourpatients have an amazing experience
and a great lasting impression.
So they come back and they tell theirfamily and friends and everybody wins.
Savanah Carlson (17:44):
Ah,
later y'all.
Bye.
Thanks for spending a fewminutes with us on back in 10.
If something made you laugh, nod or feel alittle more human, share it with a friend
and make sure that you're subscribed.
You can also follow us onInstagram at Back in 10 Pod for
more behind the scenes updates and
Jen Steadman (18:06):
probably a little chaos.
We're not here to have it all figured out.
We are just here to tell you the thingsthat we wish someone had told us and
remind you that leadership doesn't
Savanah Carlson (18:17):
have to be perfect, just real.
We'll be back in 10, back
in 10.
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