Etc. vs. ETC

Posted by Ben Shin on Aug 31, 2015 10:13:21 AM

by LeeAnn Peniche

I’m often asked what makes an exceptional treatment coordinator. My answer? The etc.

In my mind, and in my experience, the real and vital difference between an excellent TC and an exceptional TC is the etcetera – the above and beyond, the more, the icing on the client-service cake.

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Topics: Orthodontic, treatment coordinator, employees, LeeAnn Peniche

Zap It: Making a Simple Experience, Memorable

Posted by Ben Shin on Jun 19, 2015 11:01:00 AM

by LeeAnn Peniche

Forrest, our UPS carrier, will tell you I am a serious online shopper. Of course, with online purchases there are inevitable misses, and the misses require returns. The experience of returning an item is disappointing, and personally, I feel a little stress until I know the item has made it back safely. Have they received it yet? Did they see my name, frown, and say, “It's Peniche again!” Have I hit my allowable return limit? Gasp! Is there a limit?!

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Topics: patient satisfaction, memorable, scripts, writing, simple experience, LeeAnn Peniche

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