When Dr. Osofsky returned home to New Hampshire after dental school, he joined a thriving nine-operatory practice. For years, the team was comfortable and productive—until they hit a ceiling. After fourteen years as partners, they experienced their first flat or down year. The once-driven team had lost momentum, and growth had stalled.

Dr. Osofsky knew something had to change. The turning point came in 2016 when he reached out to the Scheduling Institute for front desk and phone training—and everything shifted.

BEFORE THE SCHEDULING INSTITUTE

By all traditional measures, the practice was successful. But success had led to stagnation. Long hours and complacency had crept in, and both partners found themselves focusing more on the daily grind than on growth. “We started making it about us,” Dr. Osofsky recalls. The practice had stopped improving because the team wasn’t growing.

He recognized that the missing ingredient wasn’t more marketing or new equipment—it was training. The front desk team, the first impression for every patient, needed a new level of skill and intention.

THE TURNING POINT

In 2016, Dr. Osofsky scheduled the practice’s first Scheduling Institute training. That initial session changed everything. What started as a single training quickly became a system. The team went from one training a year to four trainings annually, each mapped out in advance as part of a growth strategy.

“It’s very specific, very specialized practice training that pushes people to a level others won’t reach because they’ll never get this content,” says Dr. Osofsky. The result was immediate: energy, accountability, and enthusiasm returned to the office.

THE TRAINING EXPERIENCE

At first, some team members were skeptical. But as they experienced multiple trainings, their entire perspective changed. They began to see how structure and consistency improved not only performance but also enjoyment.

Dr. Osofsky highlights the Patient Experience Training as especially impactful. “It helped us see what patients experience by the time they’re in the chair. It makes me a better practitioner to understand that.”

From there, the team learned how to communicate more effectively with patients, tailoring care to fit what each person truly needed. As one team member put it, “It’s not choreographed—it’s deliberate. We make sure they have a good experience, not just a good dental procedure.”

Patients noticed. They began commenting, “I’ve never seen anything like this before,” and “This is incredible service.” Word spread, and referrals increased.