Exceeding patient expectations is a surefire way to develop loyal clientele and boost the acceptance of optimum care and your profitability. With fundamental components in place and a team confident in their roles, your patients will naturally say, “Yes” to their proposed treatment

Loyal patients are the foundation of your professional success. Defining and meeting patient expectations is paramount for cultivating rewarding, long lasting relationships

Compass helps you nurture patient loyalty by refining your ability to identify and meet their needs. When patients feel valued, they accept more services, visit more frequently and refer others

Ultimately, you and your patients feel great when your customer service hits the mark

This Compass series will:

• Demonstrate how to build rapport that instills trust and encourages ongoing confidence in your practice
• Assist you in adapting your communication style so you can positively connect with each patient
• Illustrate how to attend to the different informational and emotional needs of the new patient as the communication process evolves from their initial phone call to the time they go out the door
• Help ensure each team member is prepared to reflect the positive qualities of your practice with engaging customer service skills

Grasp every opportunity to impress!

Contact us for upcoming dates in your area

Why Our Methods Work...

What do YOU trust in more – What you hear or what you experience?

Compass’ participant based training methods lead to the discovery, rather than the delivery, of information and ideas. Our interactive discussions uncover the capabilities of dental teams to maximize their potential
“What we learn with pleasure we never forget.” Louis Mercier
Compass creates workshops with action and fun to enhance learning
“What I hear – I forget; what I see - I remember; what I do - I understand.” Confucius
Compass’ dynamic activities develop insight and techniques that naturally train teams for independence

What is Compass’ Secret for Your Success?

Compass offers you the most convenient, economical and effective way to educate your team

• Training adults via interactive workshops is our specialty
• Small group setting allows us to personalize our content
• Presentation info is designed to develop a systematic guide to help you achieve productive results
• Collaborative activities set in a comfortable, supportive atmosphere inspire confidence
• Practical, easy to use support materials assist you in the implementation of your ideas back at the office

Workshop Testimonials

Our dynamic workshops are the catalyst for discovering creative ideas and motivating teams

“Small groups work. Thanks to the discussions with other teams, there were lots of great ideas exchanged.”

“The handouts are awesome and will make it easier to put the concepts we learned into practice.”

“What I enjoyed most was the opportunity to practice. I feel more confident using new ways of communicating with patients.”

“This workshop was actually fun.”

Please scroll down for Predictable Case Acceptance - The Series course outlines

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Case Acceptance - Unveiled and Demystified

Exceeding patients’ expectations assures practice growth and profitability

These Compass workshops not only give you the practice building tools to deliver excellence in the total patient experience but, confidence that will lead to an increased demand for comprehensive dentistry and internal referrals

This Compass series will:

• Demonstrate how to attend to the different informational and emotional needs of the new patient as the communication process evolves from their initial phone call to the time they go out the door
• Train your team to talk dentistry. Build rapport and educate patients through skillful communication
• Develop communication capabilities that inspire trust and patient confidence in your practice
• Present a step-by-step procedure that facilitates the case presentation process. Financial arrangements and follow up will be highlighted
• Outline the many roles of Treatment Coordinator and help you identify which ones need further development in your practice
• Offer specifically designed opportunities to practice the varied situations and issues presented in the workshops. The use of scripts and realistic scenarios is one step towards the implementation of the skills learned. These collaborative activities are set in a comfortable, supportive atmosphere that instills confidence , for even the most timid
• Take home easy to understand course materials that are designed to support you back at the office

Support materials include:

• Presentation overviews
• Step by step method outlines
• Task checklists
• Follow up monitors
• Situational scripts

Without Implementation – Why Bother?

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Patient Experiences - New and Existing

Grasp every opportunity to impress!

The saying, “You only have one chance to make a first impression.” is true but you should really think and act as if all your patients are walking through the door for the first time!

Patients are a valuable resource that shouldn’t be taken for granted. Make a favourable impression with each patient contact whether it is in person, on the phone or, through the written word.

Because most patients do not have the clinical expertise that allows them to appreciate high quality dentistry, they usually judge your practice on its surroundings and customer service. As a result, enthusiasm and excellent patient relations must be stressed and consistently achieved.

Building rapport and trust are essential for building your practice. Taking the time to identify and understand your patient’s values, wants and needs leads you on the path to increased case acceptance.

Compass’ new patient protocols refine your ability to identify and to meet patient expectations, paramount for cultivating rewarding, lasting productive relationships.

Incorporating Compass’ procedures and skills helps to guarantee a positive impression of your practice from the patient’s initial phone call, to the end of their first visit and beyond. Having well thought out policies and procedures, communicated in a comprehensive manner, ensure a smooth transition from new patient to loyal client.

The Compass Patient Experiences workshops will:

• Describe what is required to ensure a reassuring introduction to your practice
• Identify what is required to create an ongoing, positive impression of your practice, focusing on the new patient experience
• Outline protocols and systems that enable you to effectively achieve this
• Inform you about what it takes to “go the extra mile” and exceed patient expectations
• Teach how to help patients want what they need
• Cultivate master communication skills through discussion and practice
• Define the phases of the new patient experience
• Examine techniques that facilitate the definition of patient expectations and the building of rapport
• Teach how to positively build upon the previously established relationships of existing/ restorative patients
• Recognize how to cater to the special needs and expectations of cosmetic and comprehensive dentistry patients
• Develop methods that capitalize on emergencies
• Offer suggestions to help integrate the workshop information into the everyday operation of your practice
• Engage in activities and to offer support materials that will facilitate the implementation of the presented concepts into your practice

Topics covered include:

Communication – Send the Right Message

What you do and say affects those around you… for better, or for worse

• Commit to being an effective communicator with Compass’ help
• Being aware of the message you are sending, even subconsciously, is a vital component to delivering clear, positive communication to both team members and patients alike.
• By making them feel important you will achieve success
• Save time and increase productivity through quality clear communication alleviates misunderstandings
• It has the power to make or break the practice - when problems arise, communication can save the day.
• From the initial phone call, to the time they go out the door, the communication process evolves. During each phase of patient contact, different informational and emotional needs must be attended to.
• Consistently sending the message that you are glad to see them, appreciate their loyalty and that your goal is to provide them with outstanding care and service creates a positive, supportive, professional atmosphere that keeps them coming back and referring others
• Speaking at the patient’s level of understanding imparting info in a way that will genuinely help your listener understand your position is a skill that requires attention and focus
• Productivity naturally increases when information flows smoothly in all directions, guidelines are clear, and upsets from miscommunication are minimized

The Compass Communication workshops includes:

• The main types of communication strategies based on the receiver’s personality
• How to capitalize on non verbal communication skills
• How to promote your image through your surroundings and the team: Perception is everything.
• How to effectively communicate with the patient to make them feel comfortable, important, build rapport, develop trust and, boost case acceptance
• How to master a continually welcoming tone

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Treatment Coordinator - Can You Afford Not to Have One?

Upgrade your practice to a higher level of profitability and patient care

Most practices are not prepared to present ideal dentistry to every patient. Huge dividends result when the duties of a Treatment Coordinator are successfully handled by trained personnel; either through an individual position or distributed amongst your team.

While the dentist plays an integral role in case acceptance, it is most often the lack of patient involvement that is the cause of decreased case acceptance. Investing the time ensuring patients understand their treatment plan and its implications naturally sells them on its benefits.

Incorporating a TC allows more time for personalized service and explanations. Most patients feel more comfortable talking to staff about details of their treatment options, associated fees and financial arrangements. It is also in the doctor’s best interest to leave this in the hands of competent staff.

Building rapport takes time and pays off in patient confidence and loyalty

Capitalize on your investment of technology and visual aids with your TC fully incorporating their use into patient education and case presentation

Having the capability to fully explain practice policies and procedures reduces misunderstandings to ensure smooth dental visits and low receivables.

The consistent application of financial policies, tracking progress and timely follow up of incomplete treatment lead to higher productivity

Compass outlines what needs to be done and helps you define which aspects need to be further integrated into your practice systems

The Compass Treatment Coordinator workshops will:

• Introduce the concept of a Treatment Coordinator
• Outline the Treatment Coordinator’s job description and qualifications
• Define the TC roles of Educator, Marketer; Trouble Shooter; Scheduler; Treatment Tracker and Financial Coordinator
• Discuss the pros of initiating or building upon this position in your practice
• Clarify which aspects of the Treatment Coordinator position you may want to integrate into your office
• Show you how to easily incorporate this position into your practice and will supply you with support materials that will facilitate the implementation of the presented concepts into your practice

Topics covered include:

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 Case Presentation – What You Need to Know

Enrolling patients does not have to be a trial and error process

“You cannot sell what you do not introduce.”

Let your patients know what you have to offer. Most patients will view dentistry as a priority once they understand their proposed treatment and why it is needed. Compass will help you learn how to present the facts and state the benefits so your patients will make the best decisions and you predictably increase case acceptance

Patients are more apt to accept services from someone who is well spoken, friendly, compassionate and responsive. A combination of caring patient contact and solid, practical systems with follow up monitors is key to growing your practice.

With Compass’ complete step-by-step process, you will have the foundation required to consistently increase case acceptance of both need and wants dentistry.

We will also discuss ways in which you can provide the best possible care without being insurance driven.

The Case Presentation Compass workshops will:

• Teach you how to present treatment plans that result in greater practice profitability
• Examine the hinge factors that help open the door for increased case acceptance
• Define the 6 steps of case acceptance
• Introduce how to initiate a genuine patient relationship, establish rapport, instill trust and ensure patient satisfaction
• Introduce techniques to help you discover patient values, needs, wants and goals
• Develop methods for explaining treatment plan benefits while connecting it with what the patient wants
• Discuss how to address the implications of a patient who does not want to complete treatment while meeting your professional obligations
• Outline how to finalize the details and obtain signed financial agreements
• Establish methods for ensuring proper follow up

• Inform you how to overcome some of the psychological influences of why patients say, “No”
• Identify areas that may lead to missed opportunities
• Identify how to promote and capitalize on cosmetic opportunities
• Cultivate master communication skills through discussion and practice

• Offer suggestions how the case presentation process may be implemented into your practice
• Engage in activities to encourage self-assurance in presenting treatment plans
• offer support materials that will facilitate the implementation of the presented concepts into your practice

Topics covered include:

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