Ep. 32: Girl Power Takeover

Part 10:00

This is Beyond the Arches, where full-arch dentistry meets real talk. Let's get into it. Hello and welcome back to Beyond the Arches. My name is Erica and today we are kind of doing a girl power takeover. I am joined by our amazing restorative team. I have Dr. Laks, I have Nadia, I have Jessica, so the whole gang is here today. Say hello. Hello. We're going to be discussing our patient stories, so kind of the emotional side of full-arch, just how they are able to relay it to their personal lives, how incredible it is to physically see our patients in our office.

We get the opportunity to see them for the consultation and then we see them for about a week's time. After that, they're sent home, but we are blessed enough to kind of keep in touch with all of our patients. They text us photos, send us updates. We get to see them once annually and it's incredible to see just how far they come after actually having the procedure done. So I think... It is incredible. It's a very unique position that we're in, just coming from like a restorative standpoint, because like you said, we're with these patients for one week. They're going through such a crazy huge transformation in such a short like amount of time. And so we deal with, you know, a lot of emotions, a lot of feelings. Every patient is different. Yeah. So there's, you know, I'm sure And I think even us too, particularly Dr. Laks and myself and Lilia being the treatment coordinators, we kind of get to see the patients from the get-go. We get to start them off, kickstart them with their consultations. And at that point, that's usually a pretty personal level at, you know, they're deciding if full arch is going to be the right move for them. If they should stick with more of just general dentistry, should they do single implants instead of kind of going all in all the way with full arch? Yeah.

So it's... It's definitely a vulnerable area that they allow us into this opportunity, you know, into this line of sight of their life. For sure. And it's interesting because you and Lilia, you know, as like the treatment coordinators, you're like the first line, right? You're the first people that, you know, these people are talking to. Us and Alex as well. And Alex. Yeah. For sure. So I'm sure there's like a lot of anxiety, right? There's a lot of questions. And then, yeah, right from like the consultation already, it's just like walking them through the process, and being like as, you know, in-depth as possible, trying to just explain everything to them.

And yeah, it's less of trying to sell a product or sell something. It's more of deciding and helping them like come to a decision, really. Absolutely. So yeah, a lot of emotions involved. Yeah. For sure. I think it's kind of that initial, we're initially building that first line of kind of trust. Yeah, like breaking the ice. Kind of breaking the ice, letting them kind of get to know our team a little bit. Obviously, they don't get to meet the restorative team until they physically come in and have their process done. But I think it's been really special. We get to see them all the way through. So on your guys' end, do you have any particular stories of where you can remember, oh, wow, I'm so excited for this person?

Oh, God. Where do we begin? I know, right? Every week. So many. There's probably a thousand stories. I mean, you build that connection. And initially when they're in and I know that there are patients that either their kids are going through school and you're kind of following them through that timeline. And I know patients even ask, Nadia in particular, they ask you, how are your children doing? Because you've been with us for the last three years and they're almost like with you watching your children go through it and be successful.

My favorite is like when they, after they have it done, they have it done for like a big occasion, whether it's their wedding, their children's wedding, like some sort of big life altering. Graduation. Yeah. Big event. Altering event. Yes. Yes. Absolutely. A life changing event. Absolutely. Like I love their personal photos that they put on like the Facebook page. ▶They're always like, oh, me and my wedding. This is like a year out and whatnot. Yeah. Yeah. It's super exciting to be able to see.

It's interesting because I feel like a common like comment our patients will make is that like up until they see us, up until they get this done, they've been dealing with just so much stress. Right. Related to like just problems with their teeth and they have something big coming up like their, you know, kids wedding or their wedding or something in their life. And it's just like a dark cloud like looming over their head and it's like the only thing that they can think about and they don't want to constantly have to think about their teeth and things, you know, that are hurting them and, you know, problems.

And so it's just nice to see that like the, you know, the relief. Yeah. They come back and they're like. Right. Full of confidence and. Oh, yeah. Talking about all the things that they're accomplishing now just because they got their teeth done. Yeah. That was just the start of it. Yeah. I can't think of a specific story quite yet, but I just like I haven't been here too long, but just seeing them from that first pre-op scan that we do when they get there, they're scared.

You know, they're real timid. Their impression of a dental office is just. Not us. Not us. Yeah. And we come in. We're like. Hi, how are you? Full of energy. You especially. Like, you're so good with that because they'll it'll be the day of surgery. So they're like out in the waiting room, super nervous. And then Jess will come and like bring them up like, hi, I'm Jess. Take your photos. It's one of the scariest days of their life.

And here we are. But you just kind of smile. And I just and then watching them kind of just blossom. Yeah. Into their new self throughout the week is super cool. Yeah. And my favorite thing is seeing them the day after surgery. I'm like, do you remember? Do you remember seeing me? They're like, oh, I don't know. Sometimes. Yes. Sometimes. No. But then that's that third day. They're just like, hey, did you go do the thing with your kids?

Yeah. They remember. And you really build that relationship. And that means something on both ends. Yeah.

Part 26:23

People really come out of their shells. I love this because I feel like it's a very vulnerable position to be in. Right. We're getting really up close and personal. And I feel like it not only becomes like. A dental experience, but it's a more of a personalized experience. Like we're really getting to know these people. And it's nice to know that like we're here for them. Yeah. And whatever it is, we always let them know that. So it's just takes a lot of the stress away and make it a lot of fun.

It's kind of funny because especially when we have travel package people in or excuse me, travel package patients and they even sometimes at the end of the week, they're like, we're going to miss you guys. Like, yeah. I don't know. No, we get attached. Kind of been part of our routine. So it's going to be kind of different going home. It's funny. Yeah. But it is nice to have them back at the 90 day mark and then, you know, the maintenance, the cleanings.

So, yeah, it's nice. We always keep up with with our patients. Yeah. Just the other day, we had somebody that first day walking in super nervous. And then after like the second try and really after the first try in, they're walking up like with a new strut. I'm like, OK, I see. Totally new person. Yeah. Do you guys remember any? Let me actually ask Dr. Laks this. We got Dr. Laks pretty fresh out of school to join the Dunn and One team.

On your first few cases, what did it feel like kind of going into that? How proud were you of the designs and the work that you created? It was. Yeah. Any like specific like emotional deliveries? What was the first time like when you saw a patient actually have tears in their eyes when you delivered? Their case? I think it was like right away. I think it was probably like day number two of, you know, this job when I started.

And, you know, coming from school, right? Just general, you know, restorative dentistry. We don't see like too many of that type of situation. Right. There's emotion involved, but it's not as drastic. It's not as huge. And so it was incredible to see that. And it happened like really quickly. I think it was. I think. I remember that one because the patient walked out of the room like just overjoyed. Yeah. And then you walked out of the room.

You're like, oh, my God, I think I'm going to cry. I was like, okay, don't do that. Like, where am I? How did I get here? Like, is this magic? Yeah. So it was incredible. I don't remember the patient. It's very vague because we have so many. I don't want to sound like big headed, but that's the goal. Yeah. Every time is to have everybody feeling like real emotional in a positive way about their teeth, about their smile.

Yeah. I remember that. Yeah. It was good. It was incredible. Jess, do you have any particular moment that was kind of similar in your world? Since, again, you're one of the newer members of our restorative team and you're absolutely blowing it out of the water. Is there any particular, you know, moment, an emotional moment where you're like, wow, I am so glad to be here in this position today. So glad to be able to help change lives.

Yeah. I mean, really, it's every week. It really is. It's so rewarding for me personally. I come from a background of dental work that nobody wants to get done. And, you know, we only get 45 minutes with them and I get to know somebody for a week. So I remember my first patient where I got to see everything through and sit and really connect with them. And that patient did cry because it was just, you know, they they had nothing.

Yeah. They had nothing. And they're like, I can't wait to bite into a burger. And we bonded over. We had burgers and our love for them. And so that was really special. And, you know, they started crying. I started crying. I'm sure there was a lot of crying and endo, but not happy tears. Yeah. Yeah. It's incredible. Sometimes it's a procedure that people are waiting for years and years and years. They're saving up. They're thinking of every option that they can possibly pull together to go ahead and, you know, have this done.

And when they're finally able to have that moment for themselves, it's beautiful. I love it. I love it. Yeah. It's a pretty monumental change. Yeah. So also being part of that, this isn't necessarily always a it's really not actually a cosmetic procedure. Obviously, cosmetics and aesthetics are part of this for sure. You do get that out of the full arch. But with that being said, it's also just kind of bringing a person back to being a human.

Like you mentioned, you guys bonded over burgers. Something as simple as burgers, like being able to bite into something so easy. We don't think about it on a regular day basis. But there's people out here who can't bite into it. It hurts them or they just don't have capability to to eat something like that. We've had patients come in who I know were when they came in for their initial procedure, they were single. When they came back for their annual appointment, they had a boyfriend or a fiance or something along the lines.

And to see our patients come back fully confident, you know, living their lives to the fullest, just absolutely flourishing in their whatever it is. It's their dating life, their personal life. It's incredible. Yeah, I feel like getting their teeth done is like the tip of the iceberg. ▶Yeah, it's just a lot of other things change in their lives. So it's exciting to see like all those changes. There is improvement. Absolutely. The other day, Nadia and I actually kind of had the same reaction, a similar reaction to one of our patients who walked in with his wife.

Part 311:58

And for a moment, I almost thought it was like an elderly person with a walker. And then I realized what it was in the two of them. They had a baby. I was almost on the floor. I was like, did you guys have a child? This baby was like two months old. It was the most beautiful thing ever. It was a little girl. In the mall. That's so sweet. Yes. I love it. Yes. It's incredible to see.

You could tell that that was their whole world. Yeah, that's so sweet. Like, did you guys think, you know, being in the dental field, did you think you were going to be involved in like patients' lives? Like to this extent that you're in now? No. Like for me, I mean, I only spent a couple minutes with them. Right, right. You really get to know somebody in that short amount of time. Yeah. Right. Yeah, that's a good point.

Like we're seeing them just like little bits, you know, throughout the week that they're with us. But we learn like so much about these people in that time. Coming into it, I did think the biggest thing was aesthetics, cosmetic, you know. But I mean, I'm learning too that it's affecting the way people speak. Yeah. And that's important for careers and just social life. Yeah. You don't think about those things. Yeah, absolutely. It's like 50-50, you know, aesthetic and functional.

Yeah. Yeah, for sure. Did you ever have a patient who affected your personal life in a way that you couldn't imagine? Has anyone ever helped you to any sort of degree, whether it be, you know, as simple as financial advice? Something along the lines of that? We can learn a lot about a lot of things. Any unexpected, you know, kind of surprises that have come out of anybody so far? I feel like every day there's a new piece of information that we learn from one of our patients.

Whether it's like a random fact or a story about aliens or conspiracy theories. Okay. I won't start that. You know, well, we see patients, I think, let's see, our oldest patient is probably around 99. Maybe in our youngest, you know, maybe 20s, you know, around that. And so we see a range, you know, a lot of people. Yeah. And we're always open to taking advice. I feel like you did have somebody, like, give you some words of wisdom.

Yeah. And you kept repeating them. We're just like, it kind of doesn't make any sense. Oh, I know. I think it was a golfer. Yeah, it was. Yeah. Yeah, it was like professional golfer. Yes. Sweetest guy. Very, very old, I should say. But looks great. Yeah. Yeah. You know, he feels great. And he said, unless like golf, right, can be applied to life. So he said, don't feel the force or don't feel the force, force the feel.

I don't know. Something like that. Don't feel the force. It didn't make sense. Don't feel the force, force the feel. Or don't force the feel, feel the force. It's got to be the other way around. Don't force the feel, feel the force. Yeah. We're going to put a little skip on that one. That sounds better. I remember actually, too. The force. I just butchered. I just butchered that. But, you know, you get the gist. We also had a patient who was a, what do you call it, a psychic or a, what is that called?

Yeah, a medium. A medium, yes. No, no, no. We had a patient that was a median. Oh. And. A medium, yeah. Medium, excuse me. Yeah. I think she read my. I think she changed your life. Yeah. Not changed it, but. Right. She predicted a few things that actually happened. Explain. Elaborate. Yeah. She said that I think I would move, you know, and I did. So that was a good, a good prediction. Yeah. And I think it was just like a general positive.

I think. I think it was. Yeah. I was like, oh, great. I'll take it. I was with you on that one. Yeah. A positive experience. Yeah. I don't remember the details. I'm currently waiting for the rest. It was just really interesting. Yeah. So that was fun. Yeah. Yeah. I tend to overshare with patients sometimes. We get to really know each other. Yeah. Yeah. ▶And so I do have a patient that kind of helped me out. I went through a pretty major life change a couple years ago.

That's kind of trickling into my. So this was not with done in one. This was with the previous dental experience that you had. At done in one. Oh, at done in one. Done in one patient. Okay. And she sat up in the chair and she just like recommended books. And it turned out that she was going through the exact same thing in her life. Yeah. Um, so she helped me like, you know, with mom and that kind of advice.

And that was super personal to me. I won't forget it. Uh, I never went and got the book, but I do remember the conversation and I will, I'll hold that close to my heart. Absolutely. Absolutely.

Part 416:51

Um, so part of our experience here at done in one is that we do essentially teeth in a week, surgery, Monday finals, Friday with the travel package. Um, so this is kind of something people go back and forth about. ▶During the consultations as well, because they hear teeth in a day, they hear teeth in six months. We do it in about a week. Sometimes this is a happy medium for people. So patients don't want fast. They want meaningful.

How do you feel like we actually fulfill this line here at done in one since we do it in a week? Oh, that's a good question. I mean, we take into consideration so many things like what line of work they're in. We don't always dive deep into that, but we consider it. Yeah. And I feel like these days. Right. Something that's fast. It sounds really good. Right. Um, but sometimes it's not the case. Sometimes maybe too fast is, is not, you know, the way to go.

Right. Again, there's a lot of emotions involved. Um, it's a lot of, um, precision, a lot of details involved in this type of treatment, whether it be the surgical, you know, standpoint or the restorative, um, whether it be aesthetic or, um, functionability or anything having to do with design. Um, and so. Um, it's nice to take that time, you know, I mean, we're talking one week, not months and months, um, but taking that time to really, um, ensure, um, and, you know, make sure that we're committed to everything before we finalize the treatment when it comes to design them in that time.

Yeah, exactly. I think we allow the opportunity for the patients to learn too. It's like, it's super educational for them and they, they see why we take that time. Some people, I feel like they're like, wait. I don't just get this one set and you send me on my way. I think that's the one they were looking for. No one. Yeah. Yeah. So how have you seen patient emotions kind of reflect back into that one week process?

I know on my end, we get kind of everything around the world. We get some people who are straightforward. They want to go to finals in two days. We get other people who go to finals, call us back, think that they're changing their mind, you know, grab one of my amazing restorative team members. And I can put them on the line with the patient, kind of reassure them how, you know, at what point do you normally see that or how would you handle a situation like that?

Yeah. I mean, just coming from a restorative standpoint, like we do have the ability to create and fabricate a final set of teeth in, let's say, you know, 24 hours, right? Like right away. But we hold off on doing that because of like what you just brought up, right? It's very delicate balance. Right. So we don't want to rush into anything. And it's very hard to know how someone is really going to react and, you know, be during the process, you know, when we're actually getting in there and designing their new set of teeth, at least from like a consultation, you know, view.

It's hard to tell, you know, how these patients are going to really act during the week that they're with us. And I would say, you know, just in retrospect, looking back, it's always, they always appreciate that, you know, extra couple days. Whether it be to, you know, think about the, you know, the shape of the teeth that they want to go with, or, you know, maybe they're feeling a little sore or swollen, you know, the first three days and, you know, they start to feel a little better day number four.

So it just gives them that cushion time. Yeah.

Part 520:20

▶Although it is done within a week, we're still, we're very calculated in our measurements and our, whatever we decide to change in a patient. Yeah. We just had a phone call this week. Sweetest patient. Oh God, I love her. But she called and she was like, I don't, I don't know. I don't know about this. They just seem kind of big. They just seem, I'm like, look, it's new. I'm confident in this design. Give me a chance.

Like, let's just try it out first. And then we'll go from there. We're never going to put anybody in something that we're not sure about. Absolutely. And I think that since we are, we do have the ability to work with them through the week, that is the trust that you guys are building. In your operatories. Yeah, that's huge. So they're able to fall back on that if they think, you know, sometimes going to the finals, waiting the two or three business days that it takes the lab to actually fabricate the finals, you know, kind of puts a, time worries people and time kind of causes for open thoughts in your mind to wander.

So being able to bring them back to a team that they trust is amazing. Yeah. And there's probably been like countless times where. Where you guys not only been like, you know, clinicians, but also therapists hopping on a phone call or sitting with the patient for a good 20 minutes, just talking to them about, you know, how they're feeling that day or what's bothering them. Yeah. So. Absolutely. ▶I know that we have one patient in particular that we were discussing before this podcast started, but we got to see her life change in such an amazing way.

So many, so many changes. I know she shared some of them with the whole office, some of them privately with Nadia, but she's had the most incredible change. I'll let Nadia kind of discuss it with you, but we just, we saw her back for her annual appointment and she flourished so much. She was beautiful. She was dressed fabulously. Every time coming in all dolled up. And I think that's, that's big too. If they keep a positive mindset, it, it just helps the healing and the design process because it puts them in a more.

Comfortable, you know, position to an extent. Absolutely. But yeah, I think that person is like a public speaker and they, I don't know if they have a podcast or what it was, but they were just like, I'm, I'm doing this. I'm, it was just so many things that she, that they were starting to get into. So many life changes. I don't want to go too specific. You don't want to give their identity away. It was big things happening in their lives.

Big things for sure. Yeah. Big changes. Best direction. So, and it's crazy to see how that happens. It's like a domino effect. Yeah. ▶How like a smile, right? A set of teeth can have such a big effect on people's lives. Yeah. So it's cool. They get excited. They get excited to come back and share the updates. We want the updates. Today. We want the tea. We want, we want to know what's exactly going on and what improvements have been made in the last year.

It's fun to watch. It was so funny. We delivered a final today. That brought them back.

Part 623:32

Like, Hey, how's it going? How are you feeling? Blah, blah, blah. Like everything was like pretty straightforward. And then I guess it just went by so quickly. I don't know. I, for me, it was like, we're just going through the motions and everything was just happening normally. They got done and they were up at the front and they're just like, wait a minute. Like what just happened? Yeah. I'm actually done. Like I got my final. Yeah. Yeah.

We're so excited. Yeah. We definitely form connections to a lot of, you know, these people. Yeah. All of them really. So it's very special. It's cool to hear all these different stories and it's like, what do they all have in common? What's the one thing? And it's, they can't got their teeth done. Yeah. And it's just, it's teeth. Yeah. Is there any moments in particular that kind of like surprised you emotionally with these patients coming in? Has anything been particularly funny or sad?

You know, sometimes I know we have patients that, that come in and they wish that they could show their parents or they wish that they could show. They're grandparents this moment. It's almost like a graduation. Yeah. Yeah. It really is. I've had a patient whose mother was no longer here and she says, you know, when I was younger, everybody said my teeth were just like my mother's and you guys really brought that back. I remember that. Yeah.

Yeah. So that was, that was pretty cool. Yeah. Beautiful. And outside of that, we still get, I know myself and Lilia, we get texted. We get texted photographs of some of our patients who are getting engaged because they're able to go. ▶And we share it with the whole team, by the way. It's always, I love it when people post like several months after, you know, they get this done or several years later just to give us updates, you know, they'll post on the Facebook group or something.

Yeah. It's yeah. We love it. We, I promise you, we share it with the whole team because we're so proud of the work that we've created and the product that we've created and all the work that's been done. It's gone into it with everybody involved, but those are incredible. The photographs that we get sent with patients, like getting engaged or patients starting a new career path. I know we had one particular woman who had her zirconia delivered just before her daughter's wedding and she was so over the moon.

That's right. Yeah. She looked great. She was so over the moon. She felt great. That was her motivation. She wanted to have a beautiful smile in her daughter's wedding. Yeah. That was amazing to see. I love it. So yeah, we definitely see a lot of things. Yeah. It's awesome. Any other wise words of wisdom from my restorative team? I guess, well, just to summarize, like the beauty of like our process and like how we get things done, I feel like it just allows us to form all of these connections that we've been talking about, right?

Like we can focus less on like the stressful components of, you know, down to the nitty gritty procedural components. And, you know, since we have that down pat, it's just smoother all around for everyone. So it takes a lot of the stress away. And yeah, I feel like we're just lucky to be a part of these people's lives and to have an impact and just to make a difference. Yeah. I completely agree.

Part 726:46

Actually, I'll mention something. My last thing that I'll mention on my end is that it's so interesting kind of putting emotions into it as well. I know that we've had conversations before where, you know, everybody's different. Some people are excited. Some people are excited to come in the room. ▶Some people are shy to come in the room. Some people are nervous, scared, whatever it may be. So if we haven't quite built that trust yet, it's kind of interesting to just kind of see them open up.

But we've mentioned previously kind of not changing personalities, but kind of matching their energy so that you can work a little bit more strategically. Yeah. If they're over the moon, you're over the moon. If they want to be a little bit more reserved that day, then maybe that's the TLC that they're looking for. Yeah. They rather do things in private. They, you know, maybe they'd rather go home and then, and then look in the mirror. Or maybe, you know, patients who don't cry tears in the chair.

Maybe you don't know what happens the second they open up that car door to go home and show their family. Oh, yeah. You're right. Who that first call is that they make that first FaceTime or their first photo that they take. Yeah. And I think you guys are really good at doing that. Like just picking up on people's like energy, reading them and meeting them where, you know, they're at. I get the sarcastic patients. Yeah. And I'm like, all right, I gotcha.

Love it. I gotcha. And they eat it up. They love it. They do. But I feel like, I don't know, I guess words of wisdom for like future patients is don't be afraid of this process with us. Like you're human and we're human. So we are going to be able to accommodate each other with however you come. So, and then if you're a past patient, like don't worry about how you were during the process. Like we loved everybody.

I'm in it a bit. I love this. Yeah. Yeah. Absolutely. It takes a team. It's definitely a teamwork effort. Yeah. Yeah. Which is crucial. Like we never want anyone to feel like they're on their own in this. It's always, you know, we're here for you. It's like a network. It's a lot of fun. It is. It is fun. It's a lot of fun. ▶It's like if I work with a patient all week, but I don't get to deliver their teeth and like not.

You're popping in. Yeah. I'm like, oh my gosh, look at you. Yeah. You know, like you're not forgotten. You're not just. Yeah. Absolutely. And remember that a lot of these people have, you know, gone through some type of like traumatic experience. Hate the dentist. You know, I get it every day. Right. Like I hate your, you know, you and your thanks. You know, anything dental. People just don't like a lot of fear. I haven't heard that in a while.

Like I hate the dental. I haven't heard that in a while. I just jinxed myself. But yeah, I hear it in consultations. Yeah. Yeah. Yeah. I cross my fingers that we don't hear that as often in our office once they do actually get to meet our team. But it's always before. It's usually before. And it's usually due to a past traumatizing experience. So understandably so. For sure. They have fear. Yeah. So it's nice to see that shift in mindset.

Like, oh, it wasn't the same as what I'm doing in the past. Yeah. Yeah. Absolutely.

Part 829:50

I agree. Well, thank you guys for coming on to our podcast today. I appreciate all of the work that you do. Everybody comes together. It's a team from the consultations to the restorative to the surgical team. I think it's incredible. I think we have so much fun being able to have this opportunity to not only share with one another, but share with our patients and see the masterpieces that you guys are able to create and present. So thanks, guys.

Thank you so much. Shout out to Erica for being an amazing host. Thanks, guys.