Episode 9: Rebrands, Waiting Rooms & the Aligners Confession You Won’t Forget

This week Laura and Leanna reflect on their brand-new look, fresh colours and all — and why their latest rebrand brings everything full circle. They also chat about business cards, supermarket substitutions, name-blanking etiquette and how Ocado has changed Laura’s life (sort of).

The Hangout Question of the Week dives into why it’s so important that the Treatment Coordinator sees the patient first. Laura shares a masterclass in patient experience, patient psychology, and the subtle difference between being helpful and accidentally becoming “the salesperson”.

This week’s banned word? A classic that instantly makes your practice feel outdated. And as for Confession Corner — let’s just say it’s one of the most memorable moments yet.



In this episode:

🎨 The big rebrand – what inspired it, and why green, circles and the letter L are all part of the story

🛒 Supermarket substitutions, Tesco-induced marital arguments, and the magic of Ocado (not an ad… unless they want to)

📇 Are business cards dead? Laura isn’t convinced — and explains why her husband’s wrong (again)

🤷‍♀️ Blank on someone’s name? Leanna and Laura share their go-to tricks (and confessions)

🗣 Hangout Question of the Week: Why does the TCO need to see the patient first?

💬 Laura breaks down the full patient journey: rapport, scanning, managing bad news, and avoiding the “hard sell” moment

🔁 Why skipping the start of the workflow derails everything — and makes it harder for patients to say yes

😳 Confession of a TCO: “Can I [BLEEP] with my aligners in?”

🚫 Banned Word: “Waiting Room” – why no one wants to wait, and how to rethink your patient space

🪑 From “patient area” to “lounge” — tips for making even basic spaces feel considered

🍜 Why Laura refuses to eat at Wagamama — and the agony of chewing noises in public



Links you may find useful



Link to send in your confession https://keap.app/contact-us/119295661...

Link to send in your question for the Horton Hangout https://keap.app/contact-us/108760408...

Horton Consulting website https://www.horton-consulting.com/

About us https://www.horton-consulting.com/abo...

Laura’s instagram   / laurahorton1  

Horton Facebook   / hortonconsulting  

Laura Horton Linkedin   / laurahorton  

Laura Horton Tik Tok   / laurahortonconsult  

Leanna Best Linkedin   / leanna-best-042376121  

Leanna Best Instagram   / leanna_tco_coach  

00:00 – Welcome back to Episode 9!
00:23 – How do we feel about the rebrand?
02:54 – Can’t remember someone’s name? Here's our secret trick
04:00 – Why Laura & her husband no longer shop together 😅
05:00 – Supermarket substitutions (Ocado wins)
06:00 – 🗣️ Hangout Question: Why should the TCO see the patient first?
06:31 – Mapping the general dentistry workflow step-by-step
07:06 – The real purpose of that first TCO consult
08:00 – When a bad news appointment becomes too much too soon
09:10 – Why patients ghost practices after a heavy-handed assessment
10:07 – How TCOs help patients feel informed*, not *sold to
11:04 – Dentists who say, “I just want the last bit” — here’s why that’s a problem
12:05 – Connecting the dots for the patient — small talk matters
13:00 – Why new patient days are actually Laura’s favourite
13:26 – 😳 Confessions of a TCO: The aligner question no one expected
14:08 – The very real answer from the clinical team (!)
15:03 – 🚫 Banned Word: “Waiting Room”
15:48 – Why the language you use shapes the patient’s experience
16:40 – What to say instead: patient area, lounge, or something in-between
17:25 – Why chair layout, lighting and privacy really matter
18:00 – Restaurants that make Laura rage – Wagamama & shared seating trauma
19:00 – Couples who don’t talk, phone scrollers, and manners that drive us mad
19:44 – That’s a wrap – we’ll see you next week!
19:59 – Press follow, subscribe, and share your confessions!