Align My Practice
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07/13/2026
✨ Let's Close the Gaps Together! ✨
I'm so excited to be speaking at WOCON this October in beautiful Monterey, California! 🌊
One of the biggest opportunities I see in practices isn't always getting more new patient calls—it's what happens after the phone rings.
The new patient experience begins with the very first phone call and continues through every touchpoint—from patient intake and scheduling to the consultation, treatment presentation, financial discussion, and ultimately a confident "YES!" Every interaction either builds trust or creates friction.
In my session, Closing the Gaps: Streamlining Call-to-Consult and Consult-to-Contract Workflows, I'll share practical systems and communication strategies to help your team create a seamless patient experience, strengthen handoffs between departments, improve case acceptance, and eliminate the small workflow gaps that quietly cost practices new starts.
This session is for everyone involved in the new patient experience—Scheduling Coordinators, Treatment Coordinators, Clinical Team Members, Practice Managers, and Doctors. If you're passionate about creating an exceptional patient experience while building stronger systems and practice growth, I'd love to see you there!
A huge thank you to my amazing sponsor, , for your partnership and support! 🧡
I can't wait to see everyone in beautiful Monterey, California! October 2-4. Come say hello at my booth —I would love to meet you! - Shelley 🙂
☀️ Happy Wisdom Wednesday!
Today’s message is for all of my amazing Treatment Coordinators!
Quick question...
How do you end a new patient consultation if they don’t commit that day?
Do they leave saying...
“I need to think it over.”
“I’ll call you next week.”
“I need to talk to my husband.”
If that’s how the conversation ends...the ball is now in their court.
As Treatment Coordinators, it’s our job to confidently guide the next step.
Every patient should leave your consultation in one of three statuses:
🧡 Same-day commitment
🧡 Scheduled starting records
🧡 Scheduled follow-up phone call
Notice I didn’t say...
“I’ll follow up with you next week.”
I mean an actual phone appointment on the calendar.
“Would Thursday at 4:00 or Friday at 10:00 work better for our follow-up call?”
That one small change creates accountability, keeps the relationship moving forward, and dramatically reduces the chances of getting ghosted.
And let’s be honest...
👻 No TC likes getting ghosted!
Don’t leave the next step to chance.
Own the call to action.
Guide the process.
Lead with confidence.
This is just one of the many practical pearls we cover in our TC Excellence Masterclass, where we teach systems and communication strategies that consistently improve case acceptance and create an exceptional patient experience.
Want more info? Let’s chat! 🙂
DentalLeadership CaseAcceptance NewPatientExperience DentalPracticeManagement OrthodonticConsulting Leadership PracticeGrowth
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