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 A classic that instantly makes your practice feel outdated.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   Link to send in your confession Link to send in your question for the Horton Hangout   Links you may find useful Horton Consulting Horton Consulting - About us Laura Horton - Instagram Horton - Facebook Laura Horton - LinkedIn Laura Horton - TikTok Leanna Best - LinkedIn Leanna Best - Instagram