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“AS RECORDS COORDINATOR at Gorczyca Orthodontics, each day I have the opportunity to deliver a ‘Yes!’ attitude to my patients. We offer same-day starts so a new patient can complete their orthodontic records on the same day as their initial exam as well as get their braces. This offers the patient an excellent time-saving service and convenience.”

“We also take final records at the last retainer check appointment. It is my responsibility to do as much as I can for the patient at the time of their appointment. This saves patients precious time which they can spend doing something else that they love with those they love.”

I Love Seeing Patients' Lives Transform

“I have been working as an orthodontic assistant my entire career. What I love most about dental assisting in orthodontics is seeing the transformation in confidence that orthodontic treatment can make in a patient's life. Not only are the patient's teeth straight, healthy, and beautiful, but their overall personality shows more confidence and happiness. It is a wonderful feeling to be part of this life-changing process. Smiles really do change lives!”
 
 

Having A ‘Yes!’ Attitude Makes All The Difference

“When ‘Yes!’ attitudes are part of the office culture, care, and climate, working as part of the team becomes fun. Attendance is reliable and there is a high energy level of team trust, engagement, and enthusiasm. In a stress-free environment, we are able to direct our focus and attention exclusively on our patients. When everyone on the team gets along and is friendly, committed, and accountable, it creates a nice, helpful, and welcoming environment for the patient, and for each other. With ‘Yes!’ attitudes, we are able to deliver the best patient care possible and have the patient journey be a great patient experience.”

“Attitude is everything and I love being part of the high energy, ‘Yes!’ attitude, patient focused team at Gorczyca Orthodontics.”

-Dana, RDA at Gorczyca Orthodontics

Visit us at www.clubbraces.com Find us at 5201 Deer Valley Road, Suite 1A in Antioch, California. Call us at (925) 757-9000 for a complimentary exam.

And check out Dana's testimonial on 105 of our new book "At Your Service!"

“Your Smile is Our Inspiration”

“WHEN I AM ASKED what I love most about my work, my answer is always the patients. They are what keeps me coming to work each day. I love calling each of them by name, and knowing each one of them individually, their likes and dislikes, their children, spouses, and their activities and vacations, are all of interest to me.”

I Love Going The Extra Mile For Our Patients

“I love going out of my way to do nice things for our patients. Whether it's sending a thank you note, decorating the office, calling to ask how they are, or scheduling an appointment for them in another dental or specialty office, it is always my pleasure to serve the patient and their family in any way that I can. I am thankful that I am able to do this at Gorczyca Orthodontics.”

“I also love training new dental assistants. Several of these young assistants have kept in touch with me when no they were longer at our office. Some of them even call me their second mother! I never planned that things would be this way but being part of dental education has been an important part of my life and career in dentistry. I presently serve on the board of the dental assisting department at the local college, which I attended for my own dental assistant training over 38 years ago!”

I Am At Your Service!

“This has been my personal journey of service to my patients, my teammates, Dr. Gorczyca, our community and the dental profession. It has been a fun trip and I am very thankful for my career in dentistry.”

-Jolene at Gorczyca Orthodontics

Find us at www.clubbraces.com or call us at (925) 757-9000.

I FIRST LEARNED customer service as a child working as salesgirl on my grandmother’s vegetable stand. My grandmother told me to look cute, smile, and make the customers happy. My goal was to make each person feel special by doing a little something extra just for them. So I smiled and delivered an extra cucumber especially for them. My grandmother valued and recognized customer service. And so my education in customer service began.

Exceptional Customer Service Goes A Long Way

As an orthodontic specialist for over twenty-seven years, I've heard some patients talk about their dentist with love, while others say they would never return to a dental office ever again. Yet there are dental patients who will drive hundreds of miles for outstanding customer service from a favorite dental professional.

Individual service and attention breeds dental patient loyalty and makes for a five-star patient experience. Outstanding dental teams know how to deliver at every touch point of the patient's office journey. Their actions attend to every detail of patient comfort and feeling of fulfillment. By doing so, they make the patient feel they are getting high value for their money not only in terms of their dental care, but also with respect to the overall patient experience.

Customer service leaders work well together, delighting patients while producing dental practice success. To some dental professionals, "soft skills" come naturally. For others, customer service tips need to be reviewed for best practices in order to acquire emotional intelligence and service acumen. To those who need to work on their customer service skills, the information in this book will help.

Recognizing Good Service Breeds More Good Service

When I was a student at the Harvard School of Dental Medicine, I had the opportunity to study at the Harvard School of Public Health in the Department of Health Management and Policy. There, I attended my first management lectures and started to understand the importance and broad-reaching effects of customer service within the healthcare service industry, including dentistry.

When I started teaching at the University of the Pacific, Arthur A. Dugoni School of Dentistry, we added a customer service lecture to the business management curriculum. We reviewed the impact of such terms as "my pleasure" versus "no problem." Aiming to remain relevant and memorable, we gave a Customer Service Award to the most service-oriented orthodontic resident. We also give an annual Customer Service Award at Gorczyca Orthodontics. You get what you reward. This is the highest award achievable in the dental office.

Social Media Makes Receiving Customer Feedback Easy!

In the past, dental offices often used questionnaires to obtain patient service metrics. In the age of social media, customer online reviews often take away this administrative task. Social media sites such as Yelp, Facebook, and Google give dentists immediate feedback regarding their service each day. Once service information is collected, compiled, and communicated, corrections can be made in management systems to improve customer service. This requires time, attention, and action by a devoted team working together to produce immediate customer service results.

Dentistry is, after all, a service industry. The definition of a "profession" is that we put others above ourselves. First, last, and always, we are here to serve our patients. This is why outstanding customer service is so central to a successful dental practice.

Five-star customer service is something each of us can deliver. Outstanding customer service is the end that we all wish to achieve, day after day, year after year. This book describes the means to this end.

To My Grandmother, Babcie, delighter of customers. Thank you for everything you taught me.

About the Author

Dr. Ann Marie Gorczyca speaks on practice management topics including marketing, teamwork, treatment coordination, customer service, management systems and human resource management. She was a speaker at the 2011, 2012, 2014, 2015, 2016, and 2017 American Association of Orthodontists (AAO) Annual Sessions. She has received teaching awards from UCSF and University of the Pacific Dental Schools. She is author of the books, “It All Starts with Marketing-201 Marketing Tips for Growing a Dental Practice” and “Beyond the Morning Huddle-HR Management for a Successful Dental Practice” She is an orthodontist at Gorczyca Orthodontics in Antioch, CA. This is her third book.

MEN: AFTER YOU GET ENGAGED, prepare to say "I Do" to a beautiful new smile.

Get Your Smile Ready For The Big Day

Most men seeking orthodontic treatment, are brought to the orthodontist by a woman. Usually, it is their fiancee wanting to get her future bride groom's smile ready for the big day.

In other cases, it could be a wife, who, after marriage decides that she would like her husband to have a functional bite and beautiful smile. This is what a wife would love to look at across the dinner table each night.

Otherwise, it is a mother who wants her son to look his very best for when he meets the right girl, dates, gets engaged, and for his wedding day.

Beautiful Smiles Help In Many Areas Of Life

Men: no matter which woman brings you to the orthodontist, having straight teeth, a beautiful smile, and great self-esteem, affects how you feel, who you date, getting engaged, your professional success, self-confidence, and getting married.

We Can Help Bring Out Your Best Smile!

If you are a man and you would like to have the beneftis of beautiful straight teeth, call us for a complimentary consultation for braces, Invisalign, or retainers at Gorczyca Orthodontics (925) 757-9000 or www.clubbraces.com.

To find an orthodontist near you, visit the American Association of Orthodontists at www.mylifemysmile.org.

Men: thinking of getting engaged or married? Get ready with a beautiful new smile for life and the big day ahead.