Your Practice Sells Bigger Smiles
Your TCO’s Make The Experience Feel Like a Smile
The unseen problem in the dental industry that needs addressing…
Most practice owners assume that if someone doesn’t go ahead with treatment, one of 3 things happened:
Treatment was too expensive ⛔️
The patient was not ready ⛔️
They found somewhere cheaper ⛔️
What if these assumptions fail to address the true underlying cause of treatment failure?
Yes, Many Patients Fall Through The Cracks For Genuine Reasons
But not nearly as often as people think…
What usually happens is painfully quieter than that!
Picture the scene…
They have finally decided to fix something thats bothered them for years
Maybe its the crooked tooth they have hidden every time they laugh because the idea of anyone seeing it feels way too exposing
Maybe its the uncomfortable denture they have to consciously keep in place when eating in public
Maybe its the smile they have edited out of every family photo because of that one cousin that outshines everyone with their perfect teeth
Real Human Being, Real Insecurities, Real Confidence Issues, Real Responsibility
And Here Is The Raw Truth We Are Proud To Stand On…
The Treatment Itself Is Only 10% Of What a Patient Truly Cares About
The patient arrives hoping this is finally the place that understands why they are here.
And somewhere between saying hello and walking back out of the practice…That feeling completely disappears.
But nobody tells you?
They do not send an email saying, “I was not completely convinced”
or phone reception to explain that something did not quiet click.
They just say they will think about it then disappear.
And you, the dentist, never fully understands why?
Nor do you have the spare time and energy to fully investigate it.
Which leaves you sabotaging credibility and authority by attempting to compete with other practices through these 3 surface level obstacles:
Marketing Strategy
Price Issues
Economic Problems
If you are practice with a keen eye for excellency…
You may agree that this is like placing a beautiful crown on a rotten tooth without addressing the years of decay
If the foundation is not clean and stable, all other efforts will be in vain
Rather than rising to meet the true needs of the customer and increase your perceived value
You decrease your value and compete on the only metrics that 99% of struggling practices adhere to
Where does this approach leave your reputation long term?
Is a completely new approach and way of thinking required to be welcomed into the bracket of the top 1%?
And through years of experience and observation
One thing became extremely clear to us that may assist in answering that question
The TCO’s that drastically increased practice reputation & drove the most revenue into the practice all had one thing in common…
Confidence x empathy
The ability to relate to the customers needs whilst confidently leading them towards the solution
Because people do not buy dental treatment the same way they buy a new washing machine
A variety of previous bad experiences at the dentist, anxiety about the treatment, and not to mention the vulnerability of another human being staring directly at the years of neglect towards their dental hygiene
All combine to make the purchase of dental treatment the same as every important decision in life
Emotion first.
Logic second.
Meaning the TCO is responsible for making the feeling of the result outweigh a ton of potential unconscious fear that sits beneath the surface
Imagine this…
An excited patient enquires about implants…
Do you really think they are excited about titanium fixtures? Of course not.
They are imagining eating in public with the comfort of being completely present with their loved ones without 50% of their thoughts focused on their denture slipping
They are imagining how amazing it would feel to burst into hysterical laughter without needing to throw a hand over their face
That is what is happening in their head.
And when the patient feels like you understand their internal world better than they know it themselves
Choosing your practice for the treatment naturally becomes the vehicle that gets them there.
The question is … Does your TCO know how to have that conversation?
They are taught how the treatment works.
They are taught how to explain finance.
They are taught how to book appointments.
Very few are taught how to uncover the real reason someone walked into the practice in the first place.
Versus…
This is why we built the TCO Masterclass
So that dental practices that excel in practical skill and product, finally have the customer journey that represents their reputation!
All With The Complete “Patient Confidence Conversion System“ Driving Every Action In Your Practice
A Treatment Coordinator is not simply the person who answers enquiries and books consultations.
They are the person responsible for turning a patients initial interest into confidence moving forward.
The TCO Masterclass gives your TCO’s the skills, systems and understanding required to create a patient experience that feels effortless, builds trust and helps more patients say yes to the treatment they already want.
Implemented into this masterclass training are what we call:
The 7 Pillars Of a World Class TCO
Brought to you by our 3 core speakers:
Molly Owen
Unknown
Alice
Here is what the day will look like for your TCO’s:
9:00 AM - 9:30 AM
Arrival, Coffee & Introductions.
9:30 AM - 10:30 AM
1st Pillar - Module 1:
The TCO As a Revenue Driver - Understanding the true value of the TCO role.
Many practices view the TCO as a support role. Someone who manages enquiries, organises consultations and helps patients through the process. But the reality is much bigger than that. Your TCO sits at one of the most important points in your practice: The moment where patient interest becomes a treatment decision.
This module helps your team understand the impact they have on treatment acceptance, patient confidence and practice growth. Because when your TCO understands their true responsibility, they stop simply managing patients and begin actively contributing to the success of the practice.
Outcome: A treatment coordinator who understands their value and has the confidence to become a genuine growth driver within the practice.
10:30 AM - 11:15 AM
2nd Pillar - Module 2:
The Patient Journey Built For Conversion - Creating a patient journey that naturally guides people towards treatment
Patients don’t usually decide treatment because they don’t understand the procedure. They decide against treatment because somewhere along the journey, uncertainty starts to creep in.
This module focuses on creating a seamless patient journey from the very first enquiry through to treatment acceptance.
Your TCO will learn how to structure conversations, communicate value clearly and remove the confusion that causes patients to hesitate. By making patients feel understood and supported at every stage, moving forward feels like the natural next step.
Outcome: A smoother patient journey that creates confidence, reduces drop off and helps more consultations become successful treatments.
11:15 PM - 11:30 AM - Break
11:30 AM - 12:30 PM
3rd Pillar - Module 3:
Enquiry Handling & Booking Conversion - Turning first impressions into lasting trust
The patients decision making process begins long before they sit in the dental chair. It starts with the first phone call, Whatsapp message or online conversation.
This module teaches your TCO how to create a strong first impression, build trust quickly and understand what the patient needs in that initial interaction. A generic enquiry might appear to be nothing to stress about.
However, It is actually an opportunity to get someone to feel deeper into their motivation for enquiring in the first place, opening the door for further curiosity. By helping your TCO’s to see the importance of every interaction and not brush off assumed cold leads, opportunities for practice growth is enhanced.
Outcome: More enquiries turning into booked consultations and patients who arrive already feeling confident in the practice.
12:30 PM - 01:15 PM - Lunch
01:15 PM - 01:45 PM
Guest Speaker Session: Whitening As a Gateway Treatment
Guest Speaker: Dr Julie Dale, Global Sales Manager of Boutique Whitening.
This session highlights the power of using simple treatments to open the door to bigger opportunities.
Many patients enter a practice through a smaller treatment. Even though they initially enquire about whitening, that conversation can reveal deeper concerns about their smile.
This session explores how to recognise those opportunities and introduce further treatment conversations naturally and create additional revenue through simple conversations.
Outcome: The ability to not allow potential opportunities to be swept under the rug, increase patients life time value and create additional pathways through whitening.
1:45 PM - 2:30 PM
4th Pillar - Module 4:
Patient Psychology & Decision Making - Understanding what really helps patients say yes
Patients rarely make major dental decisions based on information alone. They make them when they feel understood, confident and certain that they are making the right choice for them.
This module explores the psychology behind hesitation, trust and decision making.
Your TCO will learn how to understand what is happening beneath the surface when a patient says “i need to think about it”. Rather than fold under the pressure and agree, they will have a mental framework on how to redirect the conversation without feeling pushy.
Creating another opportunity to get the patient to the place in themselves where they are emotionally certain of why they truly need treatment.
Outcome: More confident conversations, stronger patient relationships and a greater ability to guide patients through uncertainty.
2:30 PM - 3:00 PM
5th Pillar - Module 5:
TCO Lead Marketing & Patient Attraction - Turning your TCO into an ambassador for your practice
A Great TCO shouldn’t only help convert the patients who already found you. They should also understand how to create more opportunities for the practice.
This module teaches your TCO how to support growth through local outreach, community engagement and patient attraction strategies.
A well known marketing term is “people buy people” and a TCO that is confident connecting with potential customers is an asset to your practice.
Outcome: A Proactive TCO who contributes to bringing new patients into the practice, not just managing existing enquiries.
03:00 PM - 03:15 PM - Break
03:15 PM - 04:00 PM
6th Pillar - Module 6:
Open Days, Promotions & In-Practice Campaigns - Creating events that generate exctiement, trust and treatent opportunities.
Successful practice events don’t happen by accident. They require planning, communication and a clear understanding of what motivates patients to take action.
This module shows your team how to create structured campaigns, fill the diary before the event and maximise opportunities on the day.
A well executed event that provides potential patients with the necessary clarity to take action not only makes the choice easier for the patient, but it also gives them something to talk about with friends and family, driving word of mouth revenue for the greater future.
Outcome: The confidence to plan profitable campaigns that attract patients, improve practice reputation and secure treatment opportunities.
03:45 PM - 04:15 PM
7th Pillar - Module 7
Objection Handling, Follow-Up & Case Acceptance - Becoming calm, assertive and confident in the face of hesitation.
This is where everything comes together. Your TCO has created trust. They understand the patient. They know what matters to them.
Now they the confidence to guide the final decision. This module teaches your team how to handle hesitation, follow up effectively and create systems that prevent interested patients from disappearing.
Outcome: More patients moving forward with treatment, supported by simple systems that create consistent results.
04:15 PM - 04:30 PM
Wrap Up & Q&A
Key Takeaways, implementation, Focus, Next Steps
Ready To Commit To Building a Team Of World Class TCO’s & Create a Practice That Feels Like a Smile?
Book Your Teams Seats Here:
(Please Note: The TCO Masterclass Is Limited To 25 Exclusive Seats)
Receive 50% OFF our next Masterclass that tackles the more in depth issues that holds a TCO back from achieving their true potential when you purchase The TCO Masterclass 1.0.
Exclusive event for 25 TCO’s to develop their skills, mindset and purpose in their role. The 7 Pillars of a world class TCO provides your TCO’s with a complete system to drive revenue and increase your practices reputation.