customer service

Smiling is Contagious

September 12th, 2017

“ONCE YOU’RE DONE with your orthodontic treatment, all you can do is smile! Smiling is contagious and I love helping our patients achieve a beautiful smile.”

I Love Watching Smile Transformations

“As the records coordinator at Gorczyca Orthodontics, I start the orthodontic process with the initial photos and diagnostic records. It's amazing to see a smile transform through orthodontic treatment start to finish. Not only do I see teeth getting straighter, I also see dental arches getting broader, teeth getting whiter, bites becoming healthier, hygiene improvements, and profiles becoming more esthetic, while patients smile more and become happier!”

It’s My Pleasure Getting To Know Our Patients

“As time goes on during the orthodontic process, I also see our patients open up with their feelings and personality showing through. It is my pleasure to serve and get to know every one of my patients on a personal level. I love helping them gain the confidence that a new, beautiful smile can give them.”

No Matter The Treatment, We’re Here For You

“Whether it’s braces, Invisalign, or retainers, I am here to take the initial orthodontic records of impressions, photos, panoramic and lateral cephalometric images, and organize and digitize the findings. I take the final records as well, and help our patients achieve a beautiful smile each and every step along the way!”

“It is my pleasure to serve you. Your smile truly is my inspiration!”

-Katie, RDA, Records Coordinator at Gorczyca Orthodontics

Gorczyca Orthodontics, 5201 Deer Valley Road, Suite A, Antioch, California (925)757-9000

Attitude is Everything: Dana at Gorczyca Orthodontics

July 21st, 2017

“AS RECORDS COORDINATOR at Gorczyca Orthodontics, each day I have the opportunity to deliver a ‘Yes!’ attitude to my patients. We offer same-day starts so a new patient can complete their orthodontic records on the same day as their initial exam as well as get their braces. This offers the patient an excellent time-saving service and convenience.”

“We also take final records at the last retainer check appointment. It is my responsibility to do as much as I can for the patient at the time of their appointment. This saves patients precious time which they can spend doing something else that they love with those they love.”

I Love Seeing Patients' Lives Transform

“I have been working as an orthodontic assistant my entire career. What I love most about dental assisting in orthodontics is seeing the transformation in confidence that orthodontic treatment can make in a patient's life. Not only are the patient's teeth straight, healthy, and beautiful, but their overall personality shows more confidence and happiness. It is a wonderful feeling to be part of this life-changing process. Smiles really do change lives!”

Having A ‘Yes!’ Attitude Makes All The Difference

“When ‘Yes!’ attitudes are part of the office culture, care, and climate, working as part of the team becomes fun. Attendance is reliable and there is a high energy level of team trust, engagement, and enthusiasm. In a stress-free environment, we are able to direct our focus and attention exclusively on our patients. When everyone on the team gets along and is friendly, committed, and accountable, it creates a nice, helpful, and welcoming environment for the patient, and for each other. With ‘Yes!’ attitudes, we are able to deliver the best patient care possible and have the patient journey be a great patient experience.”

“Attitude is everything and I love being part of the high energy, ‘Yes!’ attitude, patient focused team at Gorczyca Orthodontics.”

-Dana, RDA at Gorczyca Orthodontics

Visit us at Find us at 5201 Deer Valley Road, Suite 1A in Antioch, California. Call us at (925) 757-9000 for a complimentary exam.

And check out Dana's testimonial on 105 of our new book "At Your Service!"

“Your Smile is Our Inspiration”

Relationships are the Foundation of Customer Service

July 17th, 2017

“WHEN I AM ASKED what I love most about my work, my answer is always the patients. They are what keeps me coming to work each day. I love calling each of them by name, and knowing each one of them individually, their likes and dislikes, their children, spouses, and their activities and vacations, are all of interest to me.”

I Love Going The Extra Mile For Our Patients

“I love going out of my way to do nice things for our patients. Whether it's sending a thank you note, decorating the office, calling to ask how they are, or scheduling an appointment for them in another dental or specialty office, it is always my pleasure to serve the patient and their family in any way that I can. I am thankful that I am able to do this at Gorczyca Orthodontics.”

“I also love training new dental assistants. Several of these young assistants have kept in touch with me when no they were longer at our office. Some of them even call me their second mother! I never planned that things would be this way but being part of dental education has been an important part of my life and career in dentistry. I presently serve on the board of the dental assisting department at the local college, which I attended for my own dental assistant training over 38 years ago!”

I Am At Your Service!

“This has been my personal journey of service to my patients, my teammates, Dr. Gorczyca, our community and the dental profession. It has been a fun trip and I am very thankful for my career in dentistry.”

-Jolene at Gorczyca Orthodontics

Find us at or call us at (925) 757-9000.

How Well Do You Serve?

July 12th, 2017

I FIRST LEARNED customer service as a child working as salesgirl on my grandmother’s vegetable stand. My grandmother told me to look cute, smile, and make the customers happy. My goal was to make each person feel special by doing a little something extra just for them. So I smiled and delivered an extra cucumber especially for them. My grandmother valued and recognized customer service. And so my education in customer service began.

Exceptional Customer Service Goes A Long Way

As an orthodontic specialist for over twenty-seven years, I've heard some patients talk about their dentist with love, while others say they would never return to a dental office ever again. Yet there are dental patients who will drive hundreds of miles for outstanding customer service from a favorite dental professional.

Individual service and attention breeds dental patient loyalty and makes for a five-star patient experience. Outstanding dental teams know how to deliver at every touch point of the patient's office journey. Their actions attend to every detail of patient comfort and feeling of fulfillment. By doing so, they make the patient feel they are getting high value for their money not only in terms of their dental care, but also with respect to the overall patient experience.

Customer service leaders work well together, delighting patients while producing dental practice success. To some dental professionals, "soft skills" come naturally. For others, customer service tips need to be reviewed for best practices in order to acquire emotional intelligence and service acumen. To those who need to work on their customer service skills, the information in this book will help.

Recognizing Good Service Breeds More Good Service

When I was a student at the Harvard School of Dental Medicine, I had the opportunity to study at the Harvard School of Public Health in the Department of Health Management and Policy. There, I attended my first management lectures and started to understand the importance and broad-reaching effects of customer service within the healthcare service industry, including dentistry.

When I started teaching at the University of the Pacific, Arthur A. Dugoni School of Dentistry, we added a customer service lecture to the business management curriculum. We reviewed the impact of such terms as "my pleasure" versus "no problem." Aiming to remain relevant and memorable, we gave a Customer Service Award to the most service-oriented orthodontic resident. We also give an annual Customer Service Award at Gorczyca Orthodontics. You get what you reward. This is the highest award achievable in the dental office.

Social Media Makes Receiving Customer Feedback Easy!

In the past, dental offices often used questionnaires to obtain patient service metrics. In the age of social media, customer online reviews often take away this administrative task. Social media sites such as Yelp, Facebook, and Google give dentists immediate feedback regarding their service each day. Once service information is collected, compiled, and communicated, corrections can be made in management systems to improve customer service. This requires time, attention, and action by a devoted team working together to produce immediate customer service results.

Dentistry is, after all, a service industry. The definition of a "profession" is that we put others above ourselves. First, last, and always, we are here to serve our patients. This is why outstanding customer service is so central to a successful dental practice.

Five-star customer service is something each of us can deliver. Outstanding customer service is the end that we all wish to achieve, day after day, year after year. This book describes the means to this end.

To My Grandmother, Babcie, delighter of customers. Thank you for everything you taught me.

About the Author

Dr. Ann Marie Gorczyca speaks on practice management topics including marketing, teamwork, treatment coordination, customer service, management systems and human resource management. She was a speaker at the 2011, 2012, 2014, 2015, 2016, and 2017 American Association of Orthodontists (AAO) Annual Sessions. She has received teaching awards from UCSF and University of the Pacific Dental Schools. She is author of the books, “It All Starts with Marketing-201 Marketing Tips for Growing a Dental Practice” and “Beyond the Morning Huddle-HR Management for a Successful Dental Practice” She is an orthodontist at Gorczyca Orthodontics in Antioch, CA. This is her third book.

Office Cleanliness is Everyone's Responsibility - Patti at Gorczyca Orthodontics

June 21st, 2017

“I HAVE A VERY important job at Gorczyca Orthodontics, Office Cleanliness Coordinator. This is an important aspect of dental assisting teamwork since no one should leave things in the office for someone else on the team to clean. Patients must never see an untidy office.”

Office Cleanliness Is Incredibly Important

“Having a special office clean-up day gives everyone in the office a chance to get organized, get caught up, and get cleaned up. Office cleanliness needs continuous time and attention.”

I Love Working In Our Office

“I love working in the orthodontic office and working in dentistry. Besides making the office sparkle, and assisting the doctor with orthodontic patients, my job duties also include sterilization, lab duties, and clear retainer and mouthguard fabrication.”

“Office preparedness is everyone's responsibility. Being the OCC at Gorczyca Orthodontics and working as an orthodontic dental assistant, and lab and maintenance coordinator is perfect for me!”


Gorczyca Orthodontics, 5201 Deer Valley Road, Suite 1A, Antioch, CA

“I Love Getting to Know Patients and Being Part of a Team”- Gwen at Gorczyca Orthodontics

June 5th, 2017

“MY FRIENDS TOLD ME I would LOVE dental assisting. They were right, I do!”

“I enjoy the fast pace of the orthodontic office. As an orthodontic assistant at Gorczyca Orthodontics, I have my own chair, my own schedule, and ownership of my patient's experience.”

I Love Getting To Know Our Patients

“As I seat my orthodontic patient and get them prepared to see Dr. Gorczyca, my patient and I have the opportunity for small talk and getting to know each other on a personal level. After one to two years of bi-monthly visits, we usually know each other very well. We have built a relationship. Getting to know my patients and their families is my favorite part of my job.”

“Everyone on our team at Gorczyca Orthodontics is very welcoming. We are aligned to give the best patient experience possible. Patient happiness is what our orthodontic office is all about.

In Our Practice, We Work As A Team

“I also enjoy being part of the outstanding team of customer service leaders. Our team is very close. Every team member helps the others out. No one works alone or has an unfair work burden. We're a team working together.

“Clinical excellence, outstanding customer service, and a great patient experience are our individual and team core values. We use these to stay focused and always put the patient first in our daily clinical and office decisions.”

“Orthodontics is fascinating. We change lives by creating beautiful smiles. Our patients’ smiles and happiness truly are our inspiration.”

-Gwen at Gorczyca Orthodontics

Gorczyca Orthodontics, 5201 Deer Valley Road, Suite 1A, Antioch, CA (925) 757-9000

Happy Administrative Professionals Day from Gorczyca Orthodontics

April 26th, 2017

THEY ANSWER THE PHONE ON the first ring with a smile. They are kind and courteous, committed and empathic. They are always there to serve you, our valued patient, make your appointments, and tell you "We're looking forward to seeing you again soon." These are the administrative professionals who keep the world, our schedules, and Gorczyca Orthodontics moving forward.

So today we on Administrative Professionals Day, we stop and take a moment to say "Thank You" to those great people who answer the phone when you need help most.

We're Grateful For Our Administrative Professionals

At Gorczyca Orthodontics we'd like to take a moment to thank Receptionist Roberta, Patient Coordinator Pam, and Treatment Coordinator Veronica for keeping the Gorczyca Orthodontics phone lines going. We want them to know, we think they are terrific!

We appreciate our administrative professionals' commitment to striving to be the very best in patient service and care. Recently, Roberta, Pam, and Veronica completed additional professional development with Front Office Rocks with Laura Hatch. Their dedication and commitment to serving our customers at Gorczyca Orthodontics, our valued patients, is appreciated.

From Pam, welcoming our new patients, to Veronica, conducting the new patient exam and experience, to Roberta scheduling treatment appointments, we want each of our customer service leaders to know we notice what they do, appreciate their service, and give them thanks and gratitude.







Thanks for all the time you spare,
Thanks for showing that you care.

Thanks for being kind and smart.
Thanks for having tons of heart.

Thanks for everything you do-
Thanks so much for being you!

Happy Administrative Professionals Day from all of us at Gorczyca Orthodontics!

If you would like to speak to any of these fine ladies and find out more about orthodontics, straight teeth, and Gorczyca Orthodontics, call us at 925-757-9000. Visit us at

"It is My Pleasure to Serve You!"—Roberta

April 12th, 2017

Roberta, Patient Coordinator at Gorczyca Orthodontics

"I am thrilled to be part of the customer service team at Gorczyca Orthodontics. Prior to dentistry, I worked as a customer service representative in the automotive industry for twenty-six years. What I love about working in dentistry is that I personally have the opportunity to see the happiness that a fantastic customer service experience brings to a new patient."

Beautiful Smiles Change Lives!

"The first time I saw young patients getting their braces, and their expression of excitement, joy, and happiness-I almost cried! It is very rewarding to be part of such a positive experience in a young person's life. Beautiful smiles truly change lives. The patient's new smile is my inspiration."

We're Caring Professionals, Serving Valued Patients

"As patient coordinator, my main job is to answer the phone and schedule appointments. I also take care of the patient's needs and ask 'How did we do today?' I schedule all of the patient's future appointments and referrals."

"I live the mission 'Caring professionals serving valued patients.' I am extremely reliable and a rock of trust that my team can always count on to get the job done. Dr. Gorczyca claims she hired me because I wrote on my resume "I am reliable!'"

"It is my pleasure to coordinate appointments and schedule wire removal for the patient's hygiene appointments. I am happy to serve the patient in any way that I can and provide them with the highest quality orthodontic care and personalized customer service."

Let Us Give You The Smile Of Your Dreams

"It would be my pleasure to personally service you and give you the smile of your dreams. Call me at (925) 757-9000 to schedule your complimentary consultation so that we can find the best orthodontic solution for your needs. I hope to see you soon!"

Gorczyca Orthodontics, 5201 Deer Valley Road, Suite 1A, Antioch, CA

Veronica, Treatment Coordinator at Gorczyca Orthodontics

February 9th, 2017

"EVERY FAMILY IS SPECIAL, and every patient is unique. To me, that's what customer service is all about, individualized attention.

I love working with new patients and their families here at Gorczyca Orthodontics, answering questions about orthodontics, and delivering the desired smile that patients deserve.

Customer service is noble selflessness. I am here to serve the patient and assure them what I CAN DO for them, to serve their needs. We want to make orthodontic treatment possible for everyone."

"It is my job to give prompt responses to new patient questions to help them get started with treatment. 'What questions do you have for me?' is something I say dozens of times each day. I listen and take time to answer all patient questions until every question is answered.

My communication comes in many forms: text messaging, e-mailing, calling, as well as personal mail. There can never be too much follow-up communication with patients. In today's busy world, patients need help prioritizing time and activities. That's what I'm here to do: prioritize orthodontic treatment."

"When a patient tells me 'I can't afford treatment' I consider they are telling me 'Show me how I can afford this treatment which I desire, need and deserve.' I tell the patient what I CAN DO for them, not what I can't. Sooner or later, we come to a workable solution and a financial arrangement to start treatment.

Nothing gives me more pleasure than seeing our patient's beautiful smiles. Once you are our patient, we want to maintain our relationship with you even after the orthodontic treatment is completed. We want to be your family's orthodontic office for life.

To me, customer care means working at our best and treating each new patient like family. Customer service is what I love most about my job as a treatment coordinator at Gorczyca Orthodontics."

Thank You, Veronica

Veronica has been both a patient and intern at Gorczyca Orthodontics. She has been an employee and proud member of the service team for over 15 years. She was the winner of the 2016 Gorczyca Orthodontics Customer Service Award.

Gorczyca Orthodontics, 5201 Deer Valley Road, Suite 1A, Antioch, California (925) 757-9000 Dr. Ann Marie Gorczyca, Diplomate American Board of Orthodontics.

We Care About You Very Much at Gorczyca Orthodontics

December 6th, 2016

AT GORCZYCA ORTHODONTICS, we personally care about each and every one of our patients.

We Provide Personalized Care

We are not a huge chain. We have only one excellent doctor, six assistants and six treatment chairs. Five chairs are scheduled with patients. Each patient has their own assigned dental assistant serving them throughout their appointment. We have one over flow chair so we are never without a chair or in a rush for your appointment to end.

After you are seated, Dr. Gorcyzca will be briefed before she examines you. She will make a recommendation for your adjustment and your next appointment. We will always ask if there is anything more we can do for you before you are dismissed.

We Love Getting To Know Our Patients!

It's great to know you! At your initial exam we ask "Tell Us About Yourself." We start our treatment by getting to know you and addressing your orthodontic concerns. We aim to treat each patient, one at a time, with tender loving care.

There is only one orthodontist at Gorczyca Orthodontics. Dr. Gorczyca diagnoses and plans treatment for each and every case personally. She is Board Certified, in the Angle Society, a university professor, and has over 25 years experience and has treated over 10,000 orthodontic patients successfully.

Each Patient Is Unique

Every bite is unique and every person is special. This is one of the things that makes our work at Gorczyca Orthodontics so rewarding.

Dr. Gorczyca will communicate closely with your general dentist about your orthodontic care. It is important for you to have regular dental cleanings during treatment. Restorative and cosmetic treatment procedures and oral surgery and periodontal care will be coordinated with your orthodontic treatment.

We honor our relationship with you, the customer. We will work hard to give you personalized care and a beautiful smile. We look forward to seeing you soon. Find us at or call us at (925)757-9000.

You're just a phone call away from a beautiful smile.

Pumpkin Spice and Everything Nice

September 22nd, 2016

EVERYTHING'S PUMPKIN SPICE this time of year at Gorczyca Orthodontics in Antioch, California.

Once the colder weather arrives, morning patients visit our refreshment center for a cup of coffee, tea, or hot chocolate. Pumpkin spice coffee is part of our menu. Add a little whipped cream, sprinkles, and a side cinnamon roll and Viola! You're in pumpkin spice heaven!

Enjoy A Refreshment In Our Office

On Fridays, for your convenience, Gorczyca Orthodontics opens at 8:00 a.m. If you need a little relaxation, come early or stay late for your appointment and enjoy a refreshment. We love seeing you, taking care of you, and talking with you. We consider you part of our orthodontic family.

Hospitality is a core value at Gorczyca Orthodontics. We strive for clinical excellence, outstanding customer service, and a great patient experience. We are committed to making your orthodontic visits the best possible.

Take time to let us know how we can make your stay and treatment at Gorczyca Orthodontics even more enjoyable. Give us your customer feedback and let us know how we may serve you best.

Come Visit Us Today!

Gorczyca Orthodontics is located at 5201 Deer Valley Road in Antioch, California. Call us at (925) 757-9000 or find us at for your orthodontic needs.

We appreciate you and your referrals of family and friends to our practice. We look forward to seeing you soon and sharing some pumpkin spice and everything nice.

Top image by Flickr user hirotomo t used under Creative Commons Attribution-Sharealike 4.0 license. Image cropped and modified from original.
The content on this blog is not intended to be a substitute for professional medical advice, diagnosis, or treatment. Always seek the advice of qualified health providers with questions you may have regarding medical conditions.

Listening to and Learning From YOU!

April 12th, 2016

A CRITICAL COMPONENT of personalized patient care is cultivating the art of listening. One of the most important reasons we use social media is to be sure it’s easy for you to connect with us—whenever and wherever you want. We’re always anxious to know your thoughts about how we can best serve you.

Your Feedback Helps Us Be Our Best

The statement above isn’t just lip service. Whether you need to let us know about a concern or question you have, or you just want to reach out and say thanks to a team member, your thoughts and suggestions help us continually shape our service priorities. Feel free to leave a comment on our blog any time, or you can contact us directly.

Our Focus Is On Your Comfort, Health, And Appearance

We know that every patient’s needs are different—and, we want to know what we can do to keep you healthy and comfortable. So let us know!

Social Media Makes Communication Easy

We want you to be able to reach out to us in a way that’s easy for YOU. For many of our patients, that includes being accessible on social media sites like Facebook and here on our blog where you can leave comments. So don’t be shy! When you have questions, just ask!

Thank You For Being Our Valued Patients And Friends!

We’re so grateful for the opportunity we have to work with you. Thank you for your kind referrals of extended family members, coworkers, and friends. And most of all, thanks for being a part of our orthodontic family. It’s wonderful patients like you that help make our jobs joyful and fulfilling.

Looking forward to seeing you soon at Gorczyca Orthodontics and listening to you.

More Topics
diplomate american board of orthodontics Edward H. Angle Society of Orthodontists advanced education in orthdontics
member american association of orthodontists seattle study club american dental association california dental association
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