The Hidden Profit Killer: How Poor Shade Communication Costs Practices Thousands in Remakes and Lost Chairtime
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Here’s a glimpse of what you’ll learn:
- 01:56 – The career trajectory: From youngest hygiene school graduate to laboratory training facility expert
- 02:40 – Early passion confirmation: Straight from high school into dental hygiene with a bachelor’s in healthcare management
- 03:09 – The Nevada detour and eventual return to Texas with expanded materials knowledge
- 03:36 – The laboratory revelation: Learning about materials, shades, and impressions unknown in clinical practice
- 03:50 – The Align scanner training experience and recognizing technology’s communication role
- 04:04 – The full circle moment: Returning to bridge the communication gap between practices and labs
- 04:46 – The blame game reality: Practices fault labs, labs fault doctors, but it’s really communication breakdown
- 05:17 – The colorblindness bombshell: 8-10% of males have visual deficiencies affecting shade selection
- 06:08 – The personal discovery: Trish’s daughter is partially colorblind in subtle hues that make all the difference
- 06:24 – The material complexity: Thickness, material selection, and final shade outcome all interconnect
- 06:31 – The Home Depot analogy: Overwhelming tan paint options mirror dental shade selection challenges
- 07:14 – Metamerism explained: How identical shades appear different with varying backgrounds
- 07:34 – The foundational factors: Hair color, complexion, eye whites, and gum color all frame shade selection
- 07:37 – The cardinal sin: Never hand patients the shade guide or they’ll choose unrealistic super-light shades
- 08:33 – The lose-lose scenario: Reshades cost both practices and labs with no one charging for the fix
- 09:04 – The profitability audit: Running reports to identify how many reshades indicate education needs
- 09:31 – The patient priority paradox: Shade is most important to patients yet receives least appointment time
- 10:03 – The elevated experience opportunity: Making shade selection a special moment for patient engagement
- 10:10 – The eye strain factor: After 30-45 minutes of prep with loupes, vision is compromised for shade selection
- 10:34 – The optimal timing revelation: Take shades at appointment start, not after procedures
- 11:24 – The hygienist opportunity: Baseline shade tracking during routine cleanings as whitening case generator
- 11:35 – The aging reality: Teeth naturally darken over time from diet and aging processes
- 12:00 – The coffee conversation shift: From lecturing about beverages to offering whitening solutions
- 12:36 – The revenue study potential: Implementing baseline shades could dramatically increase whitening production
- 14:07 – The makeup counter comparison: Foundation matching mirrors dental shade selection complexity
- 14:36 – The technical breakdown: Understanding A, B, C, D shades plus chroma, hue, and value
- 15:05 – The patient interview technique: “Do you want subtle improvement or dazzling transformation?”
- 15:29 – The shade guide secret: Never let patients see options or they’ll make unrealistic choices
- 16:09 – The comprehensive assessment: Hair, lipstick, beard color all influence final shade selection
- 17:23 – The parking lot confession: Some practices literally take shades as patients leave
- 17:32 – The profitability principle: Any reshade or remake eliminates appointment profitability entirely
Trish Jones delivers a masterclass in the hidden economics of shade selection, exposing how this critical aspect of restorative dentistry has become both an overlooked profit drain and a missed patient experience opportunity. Her unique career path from clinical hygienist to dental laboratory trainer to technical account manager provides her with rare 360-degree visibility into the communication breakdowns that plague the industry. The core problem is simple yet profound: when shade selection fails, practices absorb the cost of additional appointments without charging patients, while laboratories remake cases without billing doctors, creating a double loss that neither party tracks systematically. This silent profit killer goes unaddressed because most practices lack awareness of how frequently reshades occur and what those failures truly cost.
The technical insights Trish provides transform shade selection from guesswork into a systematic science. The revelation that 8-10% of males (and some females) have colorblindness or visual deficiencies immediately disqualifies a significant portion of potential shade-takers, yet most practices never screen for this condition. The metamerism phenomenon—where identical shades appear different against varying backgrounds—explains why simply matching a shade tab isn’t sufficient without considering the patient’s complete aesthetic frame including hair, complexion, eye color, and even lipstick preferences. The timing factor proves equally critical: taking shades after 30-45 minutes of preparation work with magnification loupes guarantees compromised visual acuity, yet this backwards sequence remains standard practice in many offices.
Perhaps most transformative is Trish’s hygienist-driven baseline shade tracking system, which converts routine cleanings into whitening case generation opportunities. By documenting shade at each hygiene visit, practices create objective evidence of natural darkening over time, allowing patients to self-identify the problem rather than feeling attacked by suggestions their teeth are yellowing. This approach simultaneously elevates the patient experience (making them feel valued through detailed attention), increases whitening revenue without aggressive sales tactics, and builds the foundational skills teams need for complex restorative shade matching. The paradigm shift from treating shade selection as a rushed afterthought to recognizing it as the aspect patients care about most represents a profound opportunity for practices willing to invest in education and systematic implementation.
Resources mentioned in this episode:
- Trish Jones Ivoclar Email – trish.jones@ivoclar.com
- Ivoclar – Dental materials company where Trish serves as technical account manager
- Align Technology – Previous employer where Trish trained practices on scanner technology
- Dr. Kathryn Alderman Episode – Previous Marketing 32 show episode on AI in dentistry
- Last Week’s Marketing 32 Episode – Previous Marketing 32 show episode with Fred Joyal
- Marketing 32 – Performance-based dental marketing with practice impact formula guarantee
Quotable Moments:
“If I give you a picture and then you have to describe it to me without me looking at it, and I have to replicate it, it’s going to be a little challenging. And that’s basically what it comes down to in dentistry is how well can you communicate.” – Trish Jones
“Eight to 10% of males are colorblind. Women are also colorblind as well, not a high percentage. So you want to make sure whoever’s taking the shade is not colorblind or have any visual deficiencies.” – Trish Jones
“It’s really a miracle things just even match. Because you realize there’s a lot goes into it.” – Trish Jones
“Never ever, ever hand the patient the shade guide, because once you hand them the shade guide, what color do you go to? You’re super light and that may not be the most ideal shade.” – Trish Jones
“The minute you have to do a reshade or a remake, we’re all done. The doctor has lost overhead because he’s not going to charge that patient to come back in. The laboratory is not going to charge the doctor to reshade or remake that case. So we both lose.” – Trish Jones
“The shade is the most important thing to the patient because that’s their visual. And a lot of times in the dental office, it’s the least amount of time that we spend on something that’s important to the patient.” – Trish Jones
“If you prep a tooth and it takes 30, 45 minutes, your eyes are strained. So you’re not taking the ideal shade.” – Trish Jones
“When you let the patient know they may come in for the next re-care appointment and you’re like, well now you were an A1 last appointment. Now you’re more of an A2… Well, what can I do about that? We have this wonderful whitening program in our office.” – Trish Jones
“It’s different when the patient asks for it because they’ve opened the door versus ‘your teeth are getting darker and you need some whitening’ – then they feel bad.” – Trish Jones
Action Steps
- Screen for Colorblindness – Test all team members who take shades for colorblindness or visual deficiencies before assigning this critical role
- Implement Baseline Shade Tracking – Have hygienists document shade at every cleaning appointment to track changes over time
- Restructure Appointment Timing – Always take shades at appointment start before any prep work causes eye strain
- Run Reshade Reports – Audit your practice management system to quantify how many reshades and remakes you’re doing monthly
- Calculate True Costs – Multiply reshade/remake frequency by appointment costs and lab fees to understand actual profit drain
Sponsor for this episode…
This episode is brought to you by Marketing 32—the only dental marketing agency and team with a performance guarantee that is truly invested in the growth of your practice.
If you’re not growing in that first month they work together with you, you don’t pay. They really try to find practices they know they can help and partner with you for a win-win relationship.
If you need help with your marketing, visit Marketing 32 and hop on a discovery call to see if it’ll be a great fit.
Episode Transcript:
Brett Allen (00:19)
Hi, Brett Allen here, host of the Marketing 32 show where I connect with leading dentists and influencers and industry experts. As you know, we go deep. We uncover the latest and greatest in dentistry and how to grow your practice, how to help your team thrive and just dominate your market. This episode is brought to you by our team here at Marketing 32. Of course, we are the only dental marketing team that has a performance guarantee that if you’re not growing, you don’t pay. We truly are invested in your growth and demonstrating
impact for your practice. That’s why we call it the practice impact formula. You grow or you don’t pay. So if you need help with your marketing, ⁓ reach out to us at Marketing32. We’ll have a quick call to see if we’re a great fit for one another. Quick shout out to Katherine Alderman. Recently had her on the show, talked all about AI and how AI is taking over dentistry and how you can dominate the results in AI, get your practice showing up when patients are searching and doing research. ⁓
Check that episode out. We’ve got a whole value add for you. I even give away things on that show to help you rank in AI. ⁓ I got a new friend here today, Trish Jones. Welcome to the show. She’s an accomplished dental hygienist and an award-winning technical account manager at Ivoclar. Her passion for dentistry extends beyond patient care as she is dedicated to educating others on dental materials.
This commitment enables her to bridge the communication gaps that often exist between dental teams and laboratories. We’ll go deep today on how you guys can reduce remakes, reshapes, all of that. For Trish, making laboratory communication both effective and enjoyable is key. She believes that when communication is engaging and accessible, it not only improves work life for all involved, but also results in smiles that leave a lasting impression on a patient’s lives. Trish, welcome to the show. Thanks for coming on.
Trish Jones (02:16)
Well, thank you. Thank you for having me. I’m very honored.
Brett Allen (02:19)
Yeah, I’m excited to talk about all of this stuff. I didn’t realize this was like a big focus in dentistry that there’s such a need for understanding materials with our teams and how you can reduce all of this overhead cost that kind of rises up when your team doesn’t understand the materials. So this will be neat.
Trish Jones (02:38)
No,
absolutely. Yeah, there’s a lot more goes into it. I don’t think a lot of people are speaking on it, but it’s very, very important.
Brett Allen (02:45)
Yeah, yeah, but before we get into that and what you’re doing technically, let’s kind of I love to go back in time and talk about Trish before dentistry. Like, what were you doing before dentistry and what brought you into dentistry?
Trish Jones (03:00)
Well, I think I’ve always been in dentistry. I actually graduated from high school and I went right into the dental hygiene program. You know, like the youngest in my class and I loved it. And matter of I loved it so much. I went on and got a bachelor’s degree in healthcare management and then I was going to go on to dental school, but I got a little sidetracked with life and I didn’t make it. But I think things happen for a reason. And I’ve had a really fulfilling career as a hygienist and I had moved to
Brett Allen (03:06)
wow.
Trish Jones (03:28)
Nevada at one time in my life. love Nevada. So ⁓ shout out to the hygienist out there and ⁓ eventually made it back into Texas. But I also, when I left hygiene, I went to go work for a dental lab and I was at a training facility for dentists. So I learned all about dental materials and shades and impressions and all this stuff. I didn’t know in clinical hygiene. I just didn’t know. I worked in the dental office, but I, I just didn’t know.
Brett Allen (03:48)
wow.
Mm.
Trish Jones (03:56)
So I
love that part. And so I spent a few years there working with teams and how to have them have a better understanding of the materials. And then when I moved to Texas, worked for, ⁓ it was aligned for a little bit. And as a ⁓ trainer on the scanner, so realize the importance of that, but then opportunity knocked from I have a car and yes, I went to work for them on the lab side, which is cool because then now things come full circle because.
Brett Allen (04:09)
Okay
Cool.
Trish Jones (04:24)
there’s still a need for dental offices to have a better understanding of lab materials because that’s what makes the success of a case.
Brett Allen (04:31)
Yeah, yeah,
let’s let’s talk about that a little bit. I didn’t realize this was such a big deal. Like I so for those of you who watching on YouTube, I have a sheer smile, clear liners. And when the doc put the little ⁓ stickies on your teeth, he did a color check to make sure that the sticky or whatever you call them. I don’t know. You guys are in dentistry. You know what? ⁓ It matches the color of my teeth. And I didn’t realize you were telling me before the show that there’s oftentimes ⁓
you have to do reshape or recolor because you didn’t get the color right. And that can add overhead to the practice. yeah, tell us more about that and then how you help teams educate and bring awareness to all of this stuff.
Trish Jones (05:05)
Mm-hmm.
Yeah.
Well, definitely dentistry is full circle and it all depends on the education. It also depends on communication. As we all know, if you have communication in the dental office, but you also have to have that communication with the dental lab. And a lot of times when things go array, it’s easier for the office to it’s the lab’s fault. But then the lab’s looking at, you it’s probably the doctor’s fault. But really it’s both because it’s just the lack of communication. if let’s say, if I give you a picture and then you have to describe it to me without me looking at it.
Brett Allen (05:37)
Hmm
Trish Jones (05:50)
it, and I have to replicate it. It’s going to be a little challenging. And that’s basically what it comes down to dentistry is how well can you communicate. And some of the basic tools of that is, you know, one of the most common reshades or remakes is like remakes or reshades because the color wasn’t correct. Now we do know eight to 10 % of males are colorblind. Women are also colorblind as well, not a high percentage. So you want to make sure whoever’s taking the shade is not.
Brett Allen (05:50)
Yeah.
Yeah.
Uh-huh.
⁓
Trish Jones (06:17)
colorblind or have any visual deficiencies.
Brett Allen (06:18)
yeah, good point.
Trish Jones (06:20)
And if my daughter, my daughter is partially colorblind. And so I was like, my gosh. And she’s crazy. It’s a slight hues, but that makes the difference. ⁓ so there’s a lot of things that go into taking the shade. And that is the material selection, the thickness of that material, the final shade outcome. Are you matching up to something that’s existing?
Brett Allen (06:28)
It’s just the slight hues that are different for them. Yeah. Yeah. Yeah.
Trish Jones (06:44)
So when I first started working in the lab, was like man, it’s really a miracle things just even match Because you realize there lot goes into Yeah, just like for instance imagine yourself going into Home Depot. You’re gonna paint your wall a shade of tan now if you go in there and you look at You’re overwhelmed by the color swatches because you had no idea tan could come into so many different shades
Brett Allen (06:51)
There’s a lot, yeah.
Yeah!
Yeah,
and white, yeah, we’ve done this. My wife and I, we’ve done a lot of remodels. In fact, we’re about to do a big remodel on our home here in Colorado. But yeah, picking a color is hard because you’ve got daytime lighting, nighttime lighting, and the subtleties between the shades and do they work well with other colors. All of that is a big, it’s a big deal.
Trish Jones (07:18)
Mm-hmm. Yep.
Exactly.
It’s a big deal. So when it comes to teeth, there’s something called metamerism. And that’s kind of what we’re talking about. Different, the same shade will look different with different backgrounds. And so same thing happens in someone’s mouth. ⁓ Cause you want to take into consideration the patient’s hair color, complexion, whites of their eyes. Those all play a part, the color of your gums, believe it not, or like a frame. So, you know, first of all, never ever, ever, and the patient.
Brett Allen (07:34)
Okay
Trish Jones (07:54)
the shade guide, because once you hand them the shade guide, what color do you go to? You’re super light and that may not be the most ideal shade. So never ever hand them that. But ⁓ what I’m talking about is getting back to some basics is learning how to know what the shade guide’s about, what A, B, C, and D shades are, what they represent. There’s also something called chroma, hue, value. And also, you know, what is the patient, are we?
Brett Allen (07:56)
man, the super white. Yeah. Yeah.
Trish Jones (08:22)
doing a single tooth matchup, are we doing a smile design, ⁓ where is the restoration going to be located, all plays a part in that, ⁓ how to make that work. And in the end, what’s really, important is any time that you have, let’s say the shade wasn’t correct, normally you’re going to send it back to the lab. They’re going to have to reshade it or remake it, but the patient’s also going to have to come back to have it re, you know, tried in and seeded. But when you get to that step, it’s a lose lose situation.
Brett Allen (08:46)
Yeah, then it worked then. That’s annoying.
Trish Jones (08:52)
The doctor has lost overhead because he’s not going to charge that patient to come back in. The laboratory is not going to charge the doctor to reshade or remake that case. So we both lose. And so if we can bridge that communication and get that shade correct in the beginning and then in the laboratory, they get it spot on at that time, it’s a win-win. And so we don’t think it adds up, if you look at, and you can run reports.
Brett Allen (08:57)
Yeah
Yeah.
Yeah.
Trish Jones (09:23)
how many reshades remakes are you doing? Well then that should cue you in. Like if we’re doing a lot of reshades, we need to change something. We need to re-educate some things off, re-educate somebody. And that’s where I can come in and help out, help people get better grasp of shades and how to talk about it. Now there is one really fun thing about taking shades and that is, so if you’re the patient and you come in, what’s the most important thing to you in the end?
Brett Allen (09:30)
Something’s off, yeah.
Yeah, I want my smile to look right. I don’t want anything to look off like one tooth is sticking out different color than the others. Yeah.
Trish Jones (09:51)
You have a look,
Yeah, exactly. So you see to the
patient, the shade is most important thing because that’s their visual. And it’s not a lot of times in the dental office, it’s the least amount of time that we spend on something that’s important to the patient. So at the same time, we can actually elevate that dental appointment by how we take the shade. if they come in with something brightly colored, we can neutralize the background. can drape them with a gray towel. You can also…
Brett Allen (10:22)
Hmm.
Trish Jones (10:23)
If the doctor’s using, and most of them are, using these greatest, you know, they’re awesome loops, they look like binoculars and they’re focused. Well, you know, when you prep a tooth, if it takes 30, 45 minutes, your eyes are strained. So you’re not taking the ideal shade. Now, mind you, well, maybe I’ll let the assistant take it. Well, she’s then been side by side suctioning as well. So she’s not ideal either. So the ideal time to take a shade is at the very start of that appointment.
Brett Allen (10:29)
Yeah, yeah.
Mm-hmm.
interesting.
Like right when they sit in the chair and they look at you. Yeah.
Trish Jones (10:53)
Yep. And
you can make it a big deal to the patient and then that’s what they’re thinking about. So there’s little tips and pointers that can make such a big difference.
Brett Allen (11:01)
Yeah, you also
mentioned implementing a process where you do the shade as part of the normal hygiene. You’re talking to them about their shade. Tell me about that again, how that can be important.
Trish Jones (11:11)
Yes.
Absolutely.
Well, this is where I think always a hygienist, I’m always a hygienist. But one of the things that I think is very valuable and I know I have several of my hygienist friends say, my gosh, this works out so well. And it’s not adding more to what you’re doing. It’s just, because it doesn’t take a split second to take a baseline shade. So you’re coming in the patients, you’re taking either the x-rays, you’re updating their health history, the blood pressure, you’re maybe probing.
Brett Allen (11:19)
Yeah. Yeah. Yeah.
Yeah, baseline shade.
Trish Jones (11:44)
Well then take a baseline shade of that patient. And when they come back in for their next re-care appointment, take it again. The thing is as we age, your teeth do tend to grow darker. They tend to shade darker for everything. We’re eating, age. But when you let the patient know, they may come in for the next re-care appointment and you’re like, well now you were an A1 last appointment. Now you’re more of an A2. They’re like, ⁓ I’m a little darker. Well, what can I do about that? Well, you know what?
Brett Allen (11:54)
Hmm.
Yeah. Stop drinking so much
coffee.
Trish Jones (12:14)
yeah, coffee, tea, no one’s gonna cut that out. You’ll be realistic. Just
don’t drink coffee or tea anymore, just water. And everyone’s like, yeah, okay. And then what the hygienist can say, hey, you know what? We have this wonderful whitening program in our office. And it will bring that shade back up to where you were. So what, you don’t even know. So it’s great for the hygienist to learn about the shade guide and have a shade guide in their operatory. Yeah.
Brett Allen (12:20)
Yeah.
Yeah, it’s a great opportunity. And if you’re not taking that baseline shade, you don’t even have opportunity to talk about that. Yeah.
Yeah, I wonder
how much like if we could do a study on like if we implemented this in so many practices and then we did a like a production ⁓ study to see how much whitening ⁓ revenue was collected as a result of just implementing the space line shade test.
Trish Jones (12:56)
Exactly.
It makes a difference. It makes a difference when the patient asks for it because they’ve opened the door versus, you your teeth are getting darker and people are like, ⁓ yeah. And they’re like, you need some whitening. Yeah, then they feel bad. They see it. And so it’s different. Yeah, absolutely. And so I find that to be a very useful tool.
Brett Allen (13:04)
Yeah, yeah, you’re not like, hey, your teeth are a little yellow or darker. Yeah, now you make them feel bad versus yeah. And it’s like, ⁓ but if they if they see it, yeah.
Yeah.
Yeah, for sure. Let’s get back to, so when you’re working with teams, what’s kind of a common procedure or process for ⁓ finding out what the shade is when you’re doing a crown or veneers or whatever, what’s the process like so that, because you mentioned there’s a breakdown in educating the team and that contributes to reshades and all of that.
Trish Jones (13:25)
Definitely for the hygienist, yeah.
All right.
Brett Allen (13:51)
Well, what’s
the standard process in the practice? Who’s taking the color and how do you educate the team?
Trish Jones (13:58)
It varies. we have, know, shade and color is something really fun and unique and we can pump that appointment up, but you have to have a better understanding of it. And a lot of times I know that a lot of the doctors, it depends on the doctors are like, oh, I like so-and-so to take the shades because they’re always spot on or, or I, you know, I like to take the shade. So it all depends on who’s taking the shade. And, you know, when I’m relating to a woman, I would say it’s like you go into the makeup counter and they’re trying to find the perfect foundation. You know, there’s different shades of yellow, gray.
Brett Allen (14:16)
yeah, they’ve got a good eye.
Trish Jones (14:27)
browns and those colors. It’s crazy. ⁓ And so you definitely want a designated person maybe to take the shade, everyone have a, you know, to have a baseline understanding of the shade guide. Like what does A, B and C stand for? What is, you know, chroma? It’s, you know, for instance, A1, A2, the two is actually stands for it has more chroma to it. One stands for the value is a little higher, which is the level of grayness. So once you kind of have a basic understanding of the shade guide,
Brett Allen (14:29)
Yeah.
Hmm.
Trish Jones (14:56)
It makes a lot more sense whenever you’re taking a shade for the patient. Now, one thing I like to do when I work with patients that we’re doing a smile designs, those are always the fun ones because they’re excited, patients excited. And I would look at the patient and say, okay, in the end, let’s say your teeth are all done and you walk into a room full of all your friends and family. Do you want them look at you and go, hmm, there’s something different about you. Did your hair color, weight loss? Don’t know, but there’s a sparkle about you.
Brett Allen (15:00)
Mm-hmm.
Yeah
Trish Jones (15:25)
Or do you want to walk in and go, wow, look at that smile. What the heck? And patients surprisingly will tell you exactly. They’ll be like, if I’m doing this, I want something white. Or people are like, no, I don’t want to be like, I want something whiter than I have. And that will tell you a telltale point right then and there, which shade tab you’re going to do. Because you’re never going to have the shade guide, remember?
Brett Allen (15:29)
Whoa, turn off the lights.
Yeah
Trish Jones (15:49)
But you’re going to run across and then you’re going to go, you know what, they’re an A1 right now. Let’s pick up the next shade lighter. And, or, or let’s say, Hey, I want, I want the dazzle, know, dazzling smile. Like, my, you may start with the darkest of the bleach shades and hold it up because you do want to hold up one shade tab at a time because then you want to compare. And the reason why you want to look at their face and it’s easier to do it when they’re not numb. Cause nothing is more distracting than your lips hanging down here. Like,
Brett Allen (15:49)
Yeah.
Yeah.
Yeah.
Yeah
Trish Jones (16:18)
is to do it and say, you what do you think? Look at the eyes, you know, the whites of your eyes. I want to look at your hair color. I would look at your complexion. And for men like you, you have a beard that plays a part in it as well. If someone is, let’s say we have a, you know, a senior gentleman in the chair and his beard’s all white, you could go for a lot lighter color because, you know, we’re comparing to his beard. For women, ⁓ I like to find out what shade of lipstick they like to wear because that will play a part in how
Brett Allen (16:29)
Yeah, that’s part of it. Yep.
Right.
Trish Jones (16:48)
their teeth look. So those are different, you little tips that, you know, make the appointment fun. And the patient was like, wow, they’re doing this is really different. They never asked me this before. Because in the end, when they leave the office, you won’t see them for, you know, till they come back for the re-care appointment or a post-op, but then they’re going on to live their life and hopefully make referrals and recommendations back to your office saying, hey, you know what? They did something different in the office. They did a great, they really paid attention to, you know,
Brett Allen (16:48)
How much it pops? Yeah. Yeah.
Yeah.
Yeah.
Yeah, they did a great job with my teeth. Yeah.
Trish Jones (17:17)
what I’m wearing and the way I looked. They explained to me they had special lighting in the office. And ⁓ it’s different. Because right now, I know I go into every now and then. I recently did a luncheon learn. said, well, when do you take the shade? And he’s like, well, the patients, sometimes we take it out in the parking lot as the patient’s leaving. I’m like, ⁓ my god. Because we forgot about it. I’m like, my gosh, don’t be doing that.
Brett Allen (17:18)
Right.
⁓ really? Really?
Yeah… ⁓
Trish Jones (17:42)
But it happens, I mean,
happens. But the thing is getting into a different routine and rearrange the timing of the appointment so you can build in value that will save you money. Because the minute I said, the minute you have to do a reshade or a remake, we’re all done. You know, it loses the profitability on that appointment.
Brett Allen (17:51)
That time,
Yeah.
Yeah, absolutely. Well, thank you so much for bringing awareness to this. I didn’t know about this. ⁓ This is fascinating and you dropped a number of ⁓ tips to help improve upselling the patient into whitening, improving the process with the team. This has been super valuable. Thank you for your time today, Trish. If we have…
Trish Jones (18:19)
Mm-hmm.
absolutely.
Brett Allen (18:24)
Someone listening that wants your help or wanting to do a lunch and learn type thing with their team or wanting your help, where do we send them?
Trish Jones (18:34)
You can send them. I can be reached at Trish Jones and I can have you call me at 830-743-7685 or you can reach me at gotrishjones at gmail.com or you can also reach me at trish.jones at ivaclar.com
Brett Allen (18:49)
Okay.
Okay, great. We’ll put all of that into the show notes. If you guys want to reference our website, marketing32.com and find Trish’s episode, all of that’s there so you can reach out to her. Well, thank you so much for your time today, Trish. This was a fun conversation.
Trish Jones (19:07)
Absolutely. Thank you so
much. ⁓ yeah, I love it. Thank you so much.
Brett Allen (19:12)
Yeah, until next time everybody on the Marking32 show, have a great day. Take care.
