An Invisalign Clear Aligner Appointment Gone Wrong - How Miscommunication and a Lack of a Customer Obsessed Culture Leads to Lost New Patients, Revenue and Referrals

Send us a textTransform your Practice in 2025 - Schedule a Consultation Today!Bring Brian Wright to your Practice and Get 2025 Kicked off with a Bang! What if transforming your healthcare practice into a hospitality-driven business could set you apart from your competitors? This episode of the New Patient Group Podcast delves into the heart of this question, sharing insights from a serendipitous conversation with a former Invisalign patient. Discover the power of hospitality, convenience, and affordability in revolutionizing your practice. By drawing parallels with industries renowned for exceptional customer experience, such as airlines and Amazon, we explore how practices can prioritize these factors to create an outstanding customer journey.The art of hospitality goes beyond being nice—it's about mastering advanced skills in communication, leadership, and culture to elevate the overall experience of your patients. We discuss how embracing convenience through innovations like virtual consultations can meet modern consumer expectations, while also emphasizing the importance of creating a welcoming ambiance to enhance perceived value. Shifting your focus from traditional healthcare practices to a more hospitality-centric approach could lead to increased patient satisfaction, referrals, and business growth.Financial flexibility can be a game-changer for both your practice and your patients. Explore strategies that make luxury services more accessible, such as offering extended payment plans to attract a broader customer base. Understand the balance of risk and reward in these decisions, as well as the impact an inviting environment can have on justifying premium pricing. As we conclude Season 7, we encourage self-reflection on your practice's strengths and areas for improvement. With gratitude for your support, we look forward to returning stronger in Season 8, ready to tackle the holiday season and beyond with renewed vigor and insights.New Patient Group - The Employee & Patient Experience Co.A company designed to help orthodontists, dentists and other types of Doctors create a practice that dominates the new economy. Learn Advanced and Cutting Edge Skill Sets Used by the Finest People Businesses in the World, such as the Ritz Carlton and other famous Companies:  - Leadership- Sales Fundamentals- Hospitality- Consumer Psychology- Verbiage- Presentation- Many More Learn How to Apply the Skill Sets Above to each of the following:- Existing Patient Experience- New Patient Experience- New Patient Phone Call- Existing Patient Phone Call- Digital Workflow- Treatment Coordinator Exam- Doctor Exam- Financial Presentation- Pending Treatment FollowUp- Handling and Overcoming Objections - Trust & Communication Transfers - Digital Marketing- Patient Compliance- Clinical Assistant Chair Side Conversations- Clinical Assistant Conversation with Parents - Remote Monitoring (If, applicable) - Clear Aligner Starts and Profitability (If, applicable)What to Expect from Implementing the Above Skill Sets:- Improve Leadership and Culture- Improve Mindset and Motivation- Improve Employee Experience- Improve Patient Experience- Improve Patient Compliance- Increase Treatment Conversion- Increase Production - Increase Cash Flow- Increase Patient Referrals- Increase New Patients- Improve Efficiency- Improve Time Management - Improved Digital Marketing Presence- Improved Brand Awareness - Reduce New Patient No Shows- Reduce Existing

Send us a textSchedule an Online Consultation Book Recommendation that Brian Mentions in this Episode - What to Say When You Talk to YourselfUnlock the secrets to transforming your medical practice with strategies that prioritize vision over mission and employee and customer experiences over mere services. Discover how forward-thinking doctors can elevate their practices by blending clinical excellence with superior non-clinical interactions, allowing growth without the heavy burden of advertising. From our recent New Patient Group iconic event, we've seen firsthand how treatment coordinators can evolve into exceptional leaders and professionals.Explore the profound impact of group accountability and mutuality in clinical practices, where communication, presentation, and hospitality take center stage. By fostering an environment of like-minded individuals who challenge the norm, we’re paving the way for both clinical and business success. Dive into the importance of personal well-being and cognitive training, drawing parallels to personal fitness, to enhance leadership and visionary roles within the healthcare industry.Venture into the strategic use of loans and cognitive training in business, where leveraging debt smartly can lead to wealth generation. This episode emphasizes the power of repetition and experiential learning to maintain and enhance organizational culture. Reflect on our successful treatment coordinator gathering and gear up for future opportunities like the Align Summit. As the year draws to a close, we extend heartfelt gratitude to our ever-growing community and wish everyone a joyous holiday season.New Patient Group - The Employee & Patient Experience Co.A company designed to help orthodontists, dentists and other types of Doctors create a practice that dominates the new economy. Learn Advanced and Cutting Edge Skill Sets Used by the Finest People Businesses in the World, such as the Ritz Carlton and other famous Companies:  - Leadership- Sales Fundamentals- Hospitality- Consumer Psychology- Verbiage- Presentation- Many More Learn How to Apply the Skill Sets Above to each of the following:- Existing Patient Experience- New Patient Experience- New Patient Phone Call- Existing Patient Phone Call- Digital Workflow- Treatment Coordinator Exam- Doctor Exam- Financial Presentation- Pending Treatment FollowUp- Handling and Overcoming Objections - Trust & Communication Transfers - Digital Marketing- Patient Compliance- Clinical Assistant Chair Side Conversations- Clinical Assistant Conversation with Parents - Remote Monitoring (If, applicable) - Clear Aligner Starts and Profitability (If, applicable)What to Expect from Implementing the Above Skill Sets:- Improve Leadership and Culture- Improve Mindset and Motivation- Improve Employee Experience- Improve Patient Experience- Improve Patient Compliance- Increase Treatment Conversion- Increase Production - Increase Cash Flow- Increase Patient Referrals- Increase New Patients- Improve Efficiency- Improve Time Management - Improved Digital Marketing Presence- Improved Brand Awareness - Reduce New Patient No Shows- Reduce Existing Patient No Shows- Reduce Headaches, Stress and Chaos- Reduce Advertising Costs- Reduce Patient Non-Compliance- Reduce Unnecessary Appointments Caused by Non-ComplianceJob Descriptions that will Benefit from this On-Site Workshop:- Clinical Assistants - Concierges- Doctors - Front Desk- Receptionists- Treatment Coord

Send us a textSchedule an Online Consultation Make sure and come see Brian on stage at the upcoming Invisalign Summit! About your Host:“Brian Wright is a combination of Marcus Lemonis from the Profit and the entire Shark Tank Team. You must partner your practice with his companies.”Dr. Staci Frankowitz - Orthodontist We tackle the crucial question: How can we align treatment plans with what patients truly value? Hear a compelling case study where flexibility and patient-centered care took center stage, leading to a successful outcome without the need for jaw surgery. Learn how tools like the iTero scanner can transform patient engagement and conversion rates. We wrap up with a focus on the importance of education and choice in treatment planning, ensuring that patient desires and lifestyle needs guide every decision. Join the conversation and revolutionize your approach to orthodontic practice.New Patient Group - The Employee & Patient Experience Co.Learn Advanced and Cutting Edge Skill Sets Used by the Finest People Businesses in the World, such as the Ritz Carlton and other famous Companies:  - Leadership- Sales Fundamentals- Hospitality- Consumer Psychology- Verbiage- PresentationLearn How to Apply the Skill Sets Above to each of the following:- Existing Patient Experience- New Patient Experience- New Patient Phone Call- Existing Patient Phone Call- Digital Workflow- Treatment Coordinator Exam- Doctor Exam- Financial Presentation- Pending Treatment FollowUp- Handling and Overcoming Objections - Trust & Communication Transfers - Digital Marketing- Patient Compliance- Clinical Assistant Chair Side Conversations- Clinical Assistant Conversation with Parents - Remote Monitoring (If, applicable) - Clear Aligner Starts and Profitability (If, applicable)What to Expect from Implementing the Above Skill Sets:- Improve Leadership and Culture- Improve Mindset and Motivation- Improve Employee Experience- Improve Patient Experience- Improve Patient Compliance- Increase Treatment Conversion- Increase Production - Increase Cash Flow- Increase Patient Referrals- Increase New Patients- Improve Efficiency- Improve Time Management - Improved Digital Marketing Presence- Improved Brand Awareness - Reduce New Patient No Shows- Reduce Existing Patient No Shows- Reduce Headaches, Stress and Chaos- Reduce Advertising Costs- Reduce Patient Non-Compliance- Reduce Unnecessary Appointments Caused by Non-ComplianceJob Descriptions that will Benefit from this On-Site Workshop:- Clinical Assistants - Concierges- Doctors - Front Desk- Receptionists- Treatment CoordinatorsWe tackle the crucial question: How can we align treatment plans with what patients truly value? Hear a compelling case study where flexibility and patient-centered care took center stage, leading to a successful outcome without the need for jaw surgery. Learn how tools like the iTero scanner can transform patient engagement and conversion rates. We wrap up with a focus on the importance of education and choice in treatment planning, ensuring that patient desires and lifestyle needs guide every decision. Join the conversation and revolutionize your approach to orthodontic practice.

Send us a textClick here to receive the Navy Seals Trust vs. Performance for Free.Enter code "Trust" at checkout to access the above for free.Unlock the secrets to creating a powerhouse team in your healthcare practice with insights from Dr. Jep Paschal and office manager Lisa Tarino. They share their expertise on the pivotal role of trust in building high-performing teams, underscoring the necessity of hiring individuals you can depend on and letting go of those you can't. Learn how adopting a growth mindset, engaging in role-playing, and committing to continuous personal and professional development can transform your leadership and inspire your team to reach new heights.Join us for a lively Fireside Chat, where we delve into the dynamics of effective team management with Lisa and Dr. Paschal, two stalwarts of the orthodontic industry. Relive humorous and insightful moments from past episodes with guest speakers like Dr. Bob Skopak and Dr. Mark Olson while gaining practical advice on fostering a supportive and cohesive work culture. Discover how exceptional office management skills and memorable team experiences can cultivate trust and drive team success.Explore the profound impact of company culture and leadership through contrasting real-life experiences shared by Christina, highlighting the difference between a supportive, cohesive team environment and a toxic workplace. The episode emphasizes the critical role of leadership in building high-trust teams, managing HR challenges, and creating an empathetic, patient-centric environment. Gain valuable strategies for delegating tasks, fostering coachability, and turning feedback into growth opportunities, ensuring your practice thrives even in challenging economic times.

Send us a textClick here to learn more about and register for the event that made all others obsoleteClick here to Schedule a Business Consultation so We can Transform your Practice:About your Host:About your Host:“Brian Wright is a combination of Marcus Lemonis from the Profit and the entire Shark Tank Team. You must partner your practice with his companies.”Dr. Staci Frankowitz - Orthodontist Brian Wright, known as the “Tony Robbins” of Dentistry and Orthodontics, brings a game changing approach that transforms employee and patient experiences. His forward-thinking approach skyrockets culture, efficiency, new patients, starts, revenue, and compliance, while decreasing chaos, stress and advertising costs. Mr. Wright is the Founder & CEO of New Patient Group and Founder & Managing Partner of WrightChat. He is the host of the New Patient Group Podcast and faculty for AlignTechnology. He is also a trusted speaker for many other respected companies in and outside of healthcare. Some fun facts about Mr. Wright. He is a husband and father of two. He was an umpire in professional baseball and still teaches college and high school umpires across the nation. His wife was a professional dancer for the Houston Rockets and the Houston Texans. His grandfather, Robert Kessler was on the Wheatie's Box for inventing the running jump in basketball. Today's Episode.What if creating a positive work environment could transform your practice's success? This episode of the New Patient Group Podcast offers a heartwarming and insightful story about Christina, an exemplary employee who flourishes in her dental practice due to exceptional leadership and a supportive atmosphere. Listen as Brian Wright, our host, shares his conversation with Christina and her office manager, uncovering the key elements that make Christina love her job and consistently go above and beyond.Discover the powerful strategies that can elevate your practice by fostering a collaborative and encouraging environment. Through Christina's journey, Brian highlights the significant impact of valuing employees and providing the tools they need to succeed. This episode is packed with actionable insights for doctors and practice managers determined to enhance team performance and patient care while creating a workplace culture that retains top talent and drives productivity. Join us for these essential lessons to help take your practice to new heights.New Patient Group - The Employee & Patient Experience Co.Learn Advanced and Cutting Edge Skill Sets Used by the Finest People Businesses in the World, such as the Ritz Carlton and other famous Companies:  - Leadership- Sales Fundamentals- Hospitality- Consumer Psychology- Verbiage- PresentationLearn How to Apply the Skill Sets Above to each of the following:- Existing Patient Experience- New Patient Experience- New Patient Phone Call- Existing Patient Phone Call- Digital Workflow- Treatment Coordinator Exam- Doctor Exam- Financial Presentation- Pending Treatment FollowUp- Handling and Overcoming Objections - Trust & Communication Transfers - Digital Marketing- Patient Compliance- Clinical Assistant Chair Side Conversations- Clinical Assistant Conversation with Parents - Remote Monitoring (If, applicable) - Clear Aligner Starts and Profitability (If, applicable)What to Expect from Implementing the Above Skill Sets:- Improve Leadership and Culture- Improve Mindset and Motivation- Improve Employee Experience- Improve Patient Experienc

Send us a textTake Action and click here to schedule a consultation with us!NPG Iconic - Click here to learn more about and register for the event that made all others obsoletewww.NewPatientGroup.com Can the advice from your clinical peers actually be sabotaging your orthodontic or dental practice? Find out in this eye-opening episode of the New Patient Group audio experience with your host, Brian Wright. We explore the significant impact of peer influence on your business success and how to define the right type of practice—whether high-priced, low-priced, or somewhere in between. Learn how aligning your goals with your team's talent, culture, and digital marketing strategies can set you apart in a competitive market. You'll get actionable tips on how to cultivate a high-value practice that stands out in every patient interaction, ensuring long-term success.Elevating your orthodontic practice to a high-end brand starts with mastering customer experience and team training. Brian Wright discusses why it's crucial to steer away from commoditized, low-price strategies and focus on creating a unique, value-driven experience. Discover the pitfalls of relying on pay-per-click ads and price discounts if your aim is to establish a premium practice. Through real-world examples, this episode provides a framework for attracting and converting high-dollar clients. Don't miss out on these insights that could transform your business approach and propel you to greater success.New Patient Group - The Employee & Patient Experience Co.Learn Advanced and Cutting Edge Skill Sets Used by the Finest People Businesses in the World, such as the Ritz Carlton and other famous Companies:  - Leadership- Sales Fundamentals- Hospitality- Consumer Psychology- Verbiage- PresentationLearn How to Apply the Skill Sets Above to each of the following:- Existing Patient Experience- New Patient Experience- New Patient Phone Call- Existing Patient Phone Call- Digital Workflow- Treatment Coordinator Exam- Doctor Exam- Financial Presentation- Pending Treatment FollowUp- Handling and Overcoming Objections - Trust & Communication Transfers - Digital Marketing- Patient Compliance- Clinical Assistant Chair Side Conversations- Clinical Assistant Conversation with Parents - Remote Monitoring (If, applicable) - Clear Aligner Starts and Profitability (If, applicable)What to Expect from Implementing the Above Skill Sets:- Improve Leadership and Culture- Improve Mindset and Motivation- Improve Employee Experience- Improve Patient Experience- Improve Patient Compliance- Increase Treatment Conversion- Increase Production - Increase Cash Flow- Increase Patient Referrals- Increase New Patients- Improve Efficiency- Improve Time Management - Improved Digital Marketing Presence- Improved Brand Awareness - Reduce New Patient No Shows- Reduce Existing Patient No Shows- Reduce Headaches, Stress and Chaos- Reduce Advertising Costs- Reduce Patient Non Compliance- Reduce Unnecessary Appointments Caused by Non ComplianceJob Descriptions that will Benefit from this On-Site Workshop:- Clinical Assistants - Concierges- Doctors - Front Desk- Receptionists- Treatment Coordinators

Send us a textOn-Site Workshop with a Six Figure Growth Plan - Click Here to Learn MoreLearn Advanced and Cutting Edge Skill Sets Used by the Finest People Businesses in the World, such as the Ritz Carlton and other famous Companies:  - Leadership- Sales Fundamentals- Hospitality- Consumer Psychology- Verbiage- PresentationLearn How to Apply the Skill Sets Above to each of the following:- Existing Patient Experience- New Patient Experience- New Patient Phone Call- Existing Patient Phone Call- Digital Workflow- Treatment Coordinator Exam- Doctor Exam- Financial Presentation- Pending Treatment FollowUp- Handling and Overcoming Objections - Trust & Communication Transfers - Digital Marketing- Patient Compliance- Clinical Assistant Chair Side Conversations- Clinical Assistant Conversation with Parents - Remote Monitoring (If, applicable) - Clear Aligner Starts and Profitability (If, applicable)What to Expect from Implementing the Above Skill Sets:- Improve Leadership and Culture- Improve Mindset and Motivation- Improve Employee Experience- Improve Patient Experience- Improve Patient Compliance- Increase Treatment Conversion- Increase Production - Increase Cash Flow- Increase Patient Referrals- Increase New Patients- Improve Efficiency- Improve Time Management - Improved Digital Marketing Presence- Improved Brand Awareness - Reduce New Patient No Shows- Reduce Existing Patient No Shows- Reduce Headaches, Stress and Chaos- Reduce Advertising Costs- Reduce Patient Non Compliance- Reduce Unnecessary Appointments Caused by Non ComplianceJob Descriptions that will Benefit from this On-Site Workshop:- Clinical Assistants - Concierges- Doctors - Front Desk- Receptionists- Treatment CoordinatorsAre you inadvertently setting your internal practice leaders up for failure?  What a great conversation with New Patient Group CEO, Brian Wright. What should you do to empower your leaders and put them on a path toward growth and benefits to your practice?Transforming culture, training and digital marketing practices by implementing life changing experiences for you, your team and your patients. We believe experience is the key to increasing new patients, sales, conversion, compliance, cash flow, referrals and more. We believe experience is the key to reducing stress, chaos, advertising costs, employee turnover and more. Whatever it is you want, whatever it is you desire, we believe experience will help you achieve it. We are the patient experience company and we revolutionize practices by transforming their culture, their employees and their digital marketing. By combining these three services together it creates a powerful force that works in harmony to achieve what you want by delivering employees and patients more than they would have ever expected. Choose any service individually or become a private client and achieve your best year ever or your money back .. Guaranteed. Private clients combine all three services (Leadership & Culture, Team Training, Digital Marketing) together to take over their community and leave their "competition" in the dust!Trusted by the Best Doctors: Jep Paschal, John Graham, Regina Blevins, Alyssa Carter, Jamie Reynolds, Stu Frost, David Boschken, Donna Galante, Boyd Whitlock, Bob Skopek, Byrn Cooper, Sean Carlson and Many More! 

Send us a textEver wondered how a passion for snow skiing can shape a dynamic orthodontic career? Join us for a high-energy Rapid Fire Session with Dr. Brynn Cooper, an innovative orthodontist with practices in Houston and Lake Jackson, Texas. Dr. Cooper shares her journey through dental and ortho school, her favorite hobbies, and her life as a mom of three. Tune in to hear about her educational stints at St. Louis University and the University of Texas Health Science Center, and why she would joyfully relive her residency days.Dr. Cooper dives into her preferred treatment modalities, emphasizing the power of digital planning in orthodontics. From digitally placed brackets to clear aligners, she reveals her meticulous approach to achieving perfect results. This episode offers a unique glimpse into the life of a forward-thinking orthodontist who balances professional growth with personal passions. Don't miss this engaging conversation designed to inspire fellow practitioners aiming for new heights in their practice.

Send us a textClick here to Schedule a Consultation with Brian Wright How an Invisalign Clear Aligner Delivery Appointment Mishap and a Whole Foods Meat Market Mishap create poor patient and customer experiences. Can a single miscommunication cost you a loyal patient? Uncover the secrets to creating exceptional patient experiences that not only retain existing patients but also turn them into superfans. We share compelling real-life stories, like a miscommunication involving a patient's clear aligners, to illustrate the undeniable impact of internal communication and consistent service. Learn why shifting your focus from attracting new patients to enhancing the experience of current ones could be your most powerful growth strategy.Discover actionable strategies to master customer experience from start to finish. From heartfelt handwritten apology letters to personalized selfie videos, find out how these small yet impactful gestures can make a big difference in patient relations. Through continuous staff training and role-playing, we explore how mastering effective communication, gratitude, and trust can help transform challenging situations into positive outcomes, driving significant business growth without the need for extra advertising.See how every interaction contributes to your brand image and influences business growth. Personal anecdotes illustrate how negative experiences can erode customer loyalty and emphasize the importance of conflict resolution, body language, and effective communication training for your team. By prioritizing a people-first approach and focusing on non-clinical moments, you'll learn how to turn satisfied customers into passionate brand advocates, leading to more referrals, five-star reviews, and increased social media engagement. Join us to uncover insightful strategies that will elevate your practice and achieve exceptional growth.New Patient Group - Transforming culture, training and digital marketing practices by implementing life changing experiences for you, your team and your patients. We believe experience is the key to increasing new patients, sales, conversion, compliance, cash flow, referrals and more. We believe experience is the key to reducing stress, chaos, advertising costs, employee turnover and more. Whatever it is you want, whatever it is you desire, we believe experience will help you achieve it. We are the patient experience company and we revolutionize practices by transforming their culture, their employees and their digital marketing. By combining these three services together it creates a powerful force that works in harmony to achieve what you want by delivering employees and patients more than they would have ever expected. Choose any service individually or become a private client and achieve your best year ever or your money back .. Guaranteed. Private clients combine all three services (Leadership & Culture, Team Training, Digital Marketing) together to take over their community and leave their "competition" in the dust!Trusted by the Best Doctors: Jep Paschal, John Graham, Regina Blevins, Alyssa Carter, Jamie Reynolds, Stu Frost, David Boschken, Donna Galante, Boyd Whitlock, Bob Skopek, Bryn Cooper, Sean Carlson and Many More!

Send us a textClick here to learn more how innovative video marketing can help your practice by www.NewPatientGroup.comWhat if you could transform your business into a customer-centric powerhouse, delighting customers and boosting your bottom line? Our latest episode offers the blueprint for creating exceptional customer experiences that keep customers coming back for more. We tackle the crucial question every business owner must ask: "How do I get what I want from my team and customers while delivering unexpected experiences?" You'll learn how to foster a customer-obsessed culture, sharpen your leadership skills, and invest in continuous improvement to thrive in any economic climate. Plus, discover how superior presentations and experiences can maximize your customer conversion rates and cash flow.Personalized digital marketing is not just a trend; it's a game-changer. We break down the tremendous benefits of crafting unique, professional content over relying on generic, template-driven strategies. Hear about the importance of outstanding site speed and how it meets Google's stringent standards. Our discussion emphasizes the power of word-of-mouth marketing and customer retention, and how our custom web development solutions ensure client satisfaction and loyalty. With a focus on engaging video content and platforms like TikTok, we reveal how embracing these trends can set your practice apart and drive measurable business growth.Finally, we shed light on the pitfalls of finite-minded decision-making driven by cost-cutting and its impact on hiring less effective marketing companies. Learn why investing in high-quality content, innovative strategies, and superior experiences is ultimately more cost-effective. We also discuss the interconnectedness of business culture, leadership, and personal relationships in enhancing employee performance and customer satisfaction. From employing digital tools like the iTero scanner to adopting a hospitality mindset for a high-end orthodontic experience, this episode covers it all. Tune in to discover how to create an exceptional, customer-centric practice that stands out from the competition.New Patient Group - Transforming culture, training and digital marketing practices by implementing life changing experiences for you, your team and your patients. We believe experience is the key to increasing new patients, sales, conversion, compliance, cash flow, referrals and more. We believe experience is the key to reducing stress, chaos, advertising costs, employee turnover and more. Whatever it is you want, whatever it is you desire, we believe experience will help you achieve it. We are the patient experience company and we revolutionize practices by transforming their culture, their employees and their digital marketing. By combining these three services together it creates a powerful force that works in harmony to achieve what you want by delivering employees and patients more than they would have ever expected. Choose any service individually or become a private client and achieve your best year ever or your money back .. Guaranteed. Private clients combine all three services (Leadership & Culture, Team Training, Digital Marketing) together to take over their community and leave their "competition" in the dust!Trusted by the Best Doctors: Jep Paschal, John Graham, Regina Blevins, Alyssa Carter, Jamie Reynolds, Stu Frost, David Boschken, Donna Galante, Boyd Whitlock, Bob Skopek, Byrn Cooper, Sean Carlson and Many More!