Horton Hangout Podcast for Dental Professionals!

In this penultimate episode of the season, Laura and Leanna dive into a mix of serious industry insight and the chaotic humour that the Horton Hangout podcast has become known for. The episode begins with an important listener question about practice manager burnout in busy dental clinics. Laura shares her experience managing multiple practices and explains why burnout happens, how leadership structures affect it, and practical steps owners can take to support their teams. The conversation then shifts to communication mistakes in dentistry, including filler words like “just”, “quickly”, and “obviously” that can weaken patient conversations. Laura explains how clearer language improves patient confidence and treatment acceptance. Finally, the episode finishes with the fan-favourite Confessions of a Dental Nurse segment – including some truly unforgettable (and hilarious) dental surgery moments. This episode is the perfect mix of real dental practice advice, communication training, and unfiltered dental team stories. If you enjoy the podcast, don’t forget to send in your confessions, banned words, and questions for the next season. Send in your confessions, questions and watch the podcast here https://www.horton-consulting.com/horton-hangout-podcast/ Horton Consulting website https://www.horton-consulting.com/ About us https://www.horton-consulting.com/abo... Laura’s instagram https://www.instagram.com/laurahorton1/ Horton Facebook https://www.facebook.com/hortonconsulting Horton Consulting YouTube https://www.youtube.com/@HortonConsulting Laura Horton Linkedin https://www.linkedin.com/in/laurahorton/ Laura Horton Tik Tok https://www.tiktok.com/@laurahortonconsult Leanna Best Linkedin https://www.linkedin.com/in/leanna-best-042376121/ Leanna Best Instagram https://www.instagram.com/leanna_TCO_coach  

In Episode 7 of The Horton Hangout Podcast, Laura and Leanna dive into a mix of real-life conversations from the dental world — from perimenopause and hormones to communication mistakes in dentistry and the importance of clear patient education. The episode explores whether practices should pay dental nurses’ GDC retention fees, why the phrase “deep clean” might be one of dentistry’s most misleading terms, and how better communication can transform patient understanding and treatment acceptance. Along the way the conversation takes a few hilarious detours — including mindset, positive thinking, podcast habits, and one unforgettable dental confession. If you work in dentistry, practice management, or treatment coordination, this episode blends practical insight with the kind of honest conversation you only get in the Horton Hangout.   Send in your confessions, questions and watch the podcast here https://www.horton-consulting.com/horton-hangout-podcast/    Horton Consulting website https://www.horton-consulting.com/ About us https://www.horton-consulting.com/abo... Laura’s instagram  https://www.instagram.com/laurahorton1/ Horton Facebook https://www.facebook.com/hortonconsulting Horton Consulting YouTube https://www.youtube.com/@HortonConsulting Laura Horton Linkedin https://www.linkedin.com/in/laurahorton/ Laura Horton Tik Tok  https://www.tiktok.com/@laurahortonconsult Leanna Best Linkedin https://www.linkedin.com/in/leanna-best-042376121/ Leanna Best Instagram https://www.instagram.com/leanna_TCO_coach Joe’s Instagram https://www.instagram.com/joelovettcatalyst

In this guest episode of The Horton Hangout Podcast, Laura and Leanna are joined by the unapologetically unfiltered Joe Lovett — founder of Catalyst Sales & Marketing. What starts as light nostalgia (dad’s suit, corporate conferences and early FMC days) quickly spirals into: “The Game of Death” after an all-you-can-eat Indian Nearly calling the police on intense dating app encounters Sliding into Outlook inboxes in the most unromantic way possible The truth about associates building personal brands LinkedIn “philanthropists” Shanghai vs Chicago Authenticity in business And a surprisingly heartfelt ending about fatherhood and love It’s chaotic. It’s honest. It’s very Horton Hangout. And yes… there’s a confession.   Send in your confessions, questions and watch the podcast here https://www.horton-consulting.com/horton-hangout-podcast/    Horton Consulting website https://www.horton-consulting.com/ About us https://www.horton-consulting.com/abo... Laura’s instagram  https://www.instagram.com/laurahorton1/ Horton Facebook https://www.facebook.com/hortonconsulting Horton Consulting YouTube https://www.youtube.com/@HortonConsulting Laura Horton Linkedin https://www.linkedin.com/in/laurahorton/ Laura Horton Tik Tok  https://www.tiktok.com/@laurahortonconsult Leanna Best Linkedin https://www.linkedin.com/in/leanna-best-042376121/ Leanna Best Instagram https://www.instagram.com/leanna_TCO_coach Joe’s Instagram https://www.instagram.com/joelovettcatalyst

In Episode 6, the team dive into the very real mental load of parenting, preparation, and control — the habits we form “just in case” something goes wrong. From washing school uniforms early to emergency car kits and travel rituals, the conversation quickly turns into a relatable exploration of modern anxiety and organisation. They also tackle the hot topic of mobile phones in schools, why banning smartphones could actually support children’s wellbeing, and how screen culture is shaping behaviour at home and in classrooms. Plus, there’s a practical deep dive into using AI and free digital tools to streamline systems for Treatment Coordinators and practice teams — without expensive subscriptions. And finally… a genuinely unsettling Confessions of a Practice Manager that no one sees coming. Send in your confessions, questions and watch the podcast here https://www.horton-consulting.com/horton-hangout-podcast/    Horton Consulting website https://www.horton-consulting.com/ About us https://www.horton-consulting.com/abo... Laura’s instagram  https://www.instagram.com/laurahorton1/ Horton Facebook https://www.facebook.com/hortonconsulting Horton Consulting YouTube https://www.youtube.com/@HortonConsulting Laura Horton Linkedin https://www.linkedin.com/in/laurahorton/ Laura Horton Tik Tok  https://www.tiktok.com/@laurahortonconsult Leanna Best Linkedin https://www.linkedin.com/in/leanna-best-042376121/ Leanna Best Instagram https://www.instagram.com/leanna_TCO_coach 📌 Show Notes In this episode, we cover: The “just in case” habits parents develop (and why we do them) Parenting anxiety, organisation, and mental load Travel rituals, car safety kits, and comfort routines Why Sundays feel stressful when uniforms aren’t done Ironing… yes, even the pants Should mobile phones be banned in schools? The emotional impact of smartphones, WhatsApp groups, and doom-scrolling on children How childhood friendships have changed in the digital age Managing screen time with YouTube, gaming, and educational alternatives Reframing dental language: why “therapy” works better than “treatment” Digital tools for TCOs and practice teams, including: Why starting with free tools is often the smartest move Confessions of a Practice Manager: an aggressive stranger, a glass-fronted practice, and a moment that still has no explanation ⏱️ Timestamps 00:00 – Welcome to Episode 6 01:00 – “Just in case” parenting habits & travel routines 04:40 – Comfort rituals, Costa stops & car safety kits 08:40 – Uniforms, ironing & mental load 11:45 – Banning mobile phones in schools 14:20 – Screen time, doom-scrolling & childhood changes 19:15 – Banned words: “Root Canal Therapy” 23:15 – AI & digital tools for TCOs and practices 29:50 – Confessions of a Practice Manager 32:55 – Wrap-up & thanks

In this episode, Laura and Leanna dive into some of the most real and pressing challenges facing dental practices right now. They unpack the upcoming FCA changes to in-house payment plans, why unregulated credit is risky (and unethical), and what practices need to do now to stay compliant. The conversation then turns emotional, as the hosts respond to a heartfelt message from a newly appointed practice manager who feels overwhelmed, unsupported, and close to giving up. Their advice is honest, compassionate, and practical — especially for anyone who’s stepped into leadership without proper induction or training. You’ll also hear: Why regular team meetings are non-negotiable How better communication can transform practice culture A brilliant front-of-house script for handling “Are you NHS?” calls A reminder that kindness on the phone builds reputation (even when patients don’t convert) Plus… a very funny dental nurse confession involving locker pranks and smelly food 😅 Practical, emotional, and laugh-out-loud in places — this is an episode every dental team should hear. Disclaimer: The information shared in this episode is for general discussion and educational purposes only and does not constitute financial, legal, or regulatory advice. FCA regulations and requirements can vary depending on individual circumstances. We strongly recommend that listeners consult a suitably qualified professional listed on the FCA Register for tailored advice and clarification relevant to their own practice. Show Notes In this episode, we cover: Upcoming FCA legislation and why in-house payment plans must stop The risks of unregulated credit in dental practices Why finance options protect both patients and teams A shocking real-world story of a payment dispute gone wrong How money conversations damage patient relationships The importance of clear communication and team meetings Supporting new practice managers properly (induction matters!) Advice for PMs feeling overwhelmed, embarrassed, or stuck Why secondments (“comments”) should be normal in dentistry Transitioning from nurse to practice manager — and why it’s hard Front desk phone skills: handling NHS vs private enquiries Why being helpful (even when you can’t help) builds trust Banned words on reception and what to say instead Confessions of a Dental Nurse: locker pranks gone too far Timestamps 00:00 – Welcome & catching up  01:10 – Consultation clinic & accountability check-ins  02:00 – FCA changes to payment plans explained  03:00 – Why in-house credit is risky and unethical  04:05 – A real story of payment defaults in practice  05:00 – When payment conversations turn threatening  07:30 – Why practices must remove money stress altogether  08:10 – Deadline for FCA compliance (May changes)  09:00 – Why chasing payments damages patient relationships  10:25 – The importance of team communication & meetings  11:30 – How regular meetings create strong practice culture  14:10 – Hang Out Question: struggling new practice manager  15:00 – Why this isn’t about ability — it’s about support  17:30 – How to approach your boss for help and clarity  18:50 – Why you shouldn’t quit too soon  19:10 – Secondments (“comments”) and trialing leadership roles  20:45 – Transitioning from nurse to practice manager  22:00 – Banned Words: “Are you NHS?” phone calls  23:40 – A better script for NHS vs private enquiries  26:00 – Why kindness on the phone builds reputation  31:10 – Confessions of a Dental Nurse 🫣  35:20 – Wrap-up, reviews & sharing the podcast Show notes links Send in your confessions, questions and watch the podcast here https://www.horton-consulting.com/horton-hangout-podcast/    Horton Consulting website https://www.horton-consulting.com/ About us https://www.horton-consulting.com/abo... Laura’s instagram  https://www.instagram.com/laurahorton1/ Horton Facebook https://www.facebook.com/hortonconsulting Horton Consulting YouTube https://www.youtube.com/@HortonConsulting Laura Horton Linkedin https://www.linkedin.com/in/laurahorton/ Laura Horton Tik Tok  https://www.tiktok.com/@laurahortonconsult Leanna Best Linkedin https://www.linkedin.com/in/leanna-best-042376121/ Leanna Best Instagram https://www.instagram.com/leanna_TCO_coach

In this episode, we sit down with Payman for an open and reflective conversation about identity, ambition, and the experiences that shape who we become. Payman shares his personal journey — from early influences and internal struggles to the hard lessons learned through work, responsibility, and self-reflection. We explore what it really means to grow up, take ownership of your decisions, and build a life guided by values rather than external expectations. This is a thoughtful, honest discussion about discipline, self-belief, relationships, and the quiet moments that often define success more than the loud ones. Whether you’re navigating your own path, questioning your direction, or looking for grounded perspective, this conversation offers insight you can apply immediately. In this episode, we cover: Payman’s background and early influences Navigating identity, pressure, and expectations The difference between external success and internal fulfilment Learning responsibility through failure and accountability Discipline, consistency, and long-term thinking The role of self-belief in personal and professional growth Relationships, boundaries, and personal values Advice for people figuring out their next chapter Reflections on purpose, meaning, and the future Send in your confessions, questions and watch the podcast here https://www.horton-consulting.com/horton-hangout-podcast/    Horton Consulting website https://www.horton-consulting.com/ About us https://www.horton-consulting.com/abo... Laura’s instagram  https://www.instagram.com/laurahorton1/ Horton Facebook https://www.facebook.com/hortonconsulting Horton Consulting YouTube https://www.youtube.com/@HortonConsulting Laura Horton Linkedin https://www.linkedin.com/in/laurahorton/ Laura Horton Tik Tok  https://www.tiktok.com/@laurahortonconsult Leanna Best Linkedin https://www.linkedin.com/in/leanna-best-042376121/ Leanna Best Instagram https://www.instagram.com/leanna_TCO_coach Payman’s instagram https://www.instagram.com/paymanlangroudi/ Enlighten https://www.enlightensmiles.com/ Mini Smile Makeover https://dentist.minismilemakeover.com/ Dental Leaders podcast https://www.dentalleaders.co.uk/ Dental leaders instagram https://www.instagram.com/dentalleaderspodcast/

Cooking chaos, dental career growth, caffeine controversies and the most committed dental prank you’ve ever heard — Episode 4 delivers it all. In this lively episode of the Horton Hangout, Laura and Leanna jump between kitchen disasters, career progression in dentistry, caffeine culture, patient communication upgrades, and a truly iconic prank confession. They kick things off with the now-infamous “lasagna weekend,” exploring the emotional load of cooking, relationship dynamics in the kitchen, and why slow cookers might be the real MVPs of adulthood. Then a brilliant listener question leads into an honest discussion about dental nurse development — radiography, OHE, sedation courses, CPD choices, and how to make sure your qualifications actually get used. From there, the girls plunge into the debate around energy drink age restrictions, looking at caffeine addiction, teenage access, health concerns and whether energy drinks should become 18+. It gets passionate… and slightly chocolate-fuelled. Today’s Banned Word sparks a powerful mindset shift, and how one positive word can transform treatment conversations, patient reassurance and appointment booking confidence. And finally, the confession of the week takes centre stage. It’s outrageous, harmless, hilarious — and exactly why Confessions is a fan favourite. It’s fun, relatable, educational and packed with practical gems for dental teams. Send in your confessions, questions and watch the podcast here https://www.horton-consulting.com/horton-hangout-podcast/    Horton Consulting website https://www.horton-consulting.com/ About us https://www.horton-consulting.com/abo... Laura’s instagram  https://www.instagram.com/laurahorton1/ Horton Facebook https://www.facebook.com/hortonconsulting Horton Consulting YouTube https://www.youtube.com/@HortonConsulting Laura Horton Linkedin https://www.linkedin.com/in/laurahorton/ Laura Horton Tik Tok  https://www.tiktok.com/@laurahortonconsult Leanna Best Linkedin https://www.linkedin.com/in/leanna-best-042376121/ Leanna Best Instagram https://www.instagram.com/leanna_TCO_coach

In this episode, we dive into the challenges of managing a long-standing reception team and the importance of proper training, documenting mistakes, and building confidence in your staff. Our hosts discuss real-life scenarios from busy dental practices, highlighting the struggles and successes of team development. We also share some hilarious and cringe-worthy Confessions of a Dental Nurse, including the dreaded office fridge and microwave disasters—proving that every workplace has its unique challenges and memorable moments. Whether you’re a practice manager, a receptionist, or just someone who loves a good behind-the-scenes story, this episode is packed with insights, laughter, and practical advice for improving team efficiency while keeping morale high. Highlights include: How to approach training and documenting mistakes in long-term teams. Understanding the “skills gap” and giving your staff every opportunity to grow. Corporate examples of top-tier customer service training and how it applies to smaller practices. Empathy vs. standards: Balancing support and expectations for reception staff. Confessions of office mishaps, including the chaos of shared fridges and microwaves. Tips for creating a positive work environment even during high-pressure situations. Send in your confessions, questions and watch the podcast here https://www.horton-consulting.com/horton-hangout-podcast/    Horton Consulting website https://www.horton-consulting.com/ About us https://www.horton-consulting.com/abo... Laura’s instagram  https://www.instagram.com/laurahorton1/ Horton Facebook https://www.facebook.com/hortonconsulting Horton Consulting YouTube https://www.youtube.com/@HortonConsulting Laura Horton Linkedin  https://www.linkedin.com/in/laurahorton/ Laura Horton Tik Tok  https://www.tiktok.com/@laurahortonconsult Leanna Best Linkedin  https://www.linkedin.com/in/leanna-best-042376121/ Leanna Best Instagram https://www.instagram.com/leanna_TCO_coach

In this combined  guest + cohost edition, you’ll learn: The surprising true history of the TCO role in the UK Why mindset work is essential for team success How to connect with patients on a “soul level” What really happens when a team grows too fast The emotional truth behind resentment, bonuses & fairness How to build a culture that actually works Why gratitude matters more than perks How spiritual practice and routine can change your leadership The power of meditation, chanting, walk routines & stillness Why investing in staff is never wasted — even if they leave How to separate genuine growth from toxic positivity The banned words that always make their way in AND…the confessions you didn’t see coming Send in your confessions, questions and watch the podcast here https://www.horton-consulting.com/horton-hangout-podcast/     Horton Consulting website https://www.horton-consulting.com/ About us https://www.horton-consulting.com/abo... Laura’s instagram  https://www.instagram.com/laurahorton1/ Horton Facebook https://www.facebook.com/hortonconsulting Horton Consulting YouTube https://www.youtube.com/@HortonConsulting Laura Horton Linkedin  https://www.linkedin.com/in/laurahorton/ Laura Horton Tik Tok  https://www.tiktok.com/@laurahortonconsult Leanna Best Linkedin  https://www.linkedin.com/in/leanna-best-042376121/ Leanna Best Instagram https://www.instagram.com/leanna_TCO_coach The Academy by Ash https://theacademybyash.co.uk/ Dr Ashish Parmar Instagram https://www.instagram.com/ashparmardentist/   Timestamps 00:00 – Welcome to the Horton Hangout special guest episode  00:11 – Introducing Dr. Ash Parmer + today’s confession teaser  00:24 – Ash joins the co-host seat  00:34 – What’s coming up: confessions, banned words & Horton Hangout question  00:51 – Laura & Ash: 21 years of history  03:04 – Opening practice number four  03:45 – The real history of treatment coordination  07:28 – Mindset, development & wanting more  08:27 – Full circle moment bringing Leanna into the mix  09:10 – Decks, training & course season chaos  09:34 – Ash balancing clinical work with teaching  09:56 – The iconic 8-day aesthetic course  10:13 – Why dentists thrive on hands-on dentistry  10:30 – New holistic retreat for dentists  10:57 – Purpose, mindfulness & wellbeing  15:11 – Why owners & PMs need mindset awareness  16:42 – How connection drives treatment acceptance 18:08 – Spirituality vs religion & becoming your best self 31:26 – The team bonus system explained 38:20 – Horton Hangout Question: What makes your team feel valued? 39:59 – Investing in staff even if they leave 40:22 – The emotional mistake leaders make 43:43 – Handling objections with confidence 44:00 – Spirituality and leadership 44:22 – Balancing clinical and personal growth 44:47 – Krishna consciousness & mindful routines 45:06 – 4:30am mornings: chanting & meditation 45:55 – Letting go brings bigger cases naturally 46:34 – Trusting the process

Laura and Leanna are back for Episode 2 of The Horton Hangout — and it’s packed with laughs, honesty, and their signature segments: The Banned Word, The Confession, and The Horton Hangout Question! 🎧 As summer wraps up, the pair talk candidly about surviving the long school holidays, juggling work-from-home chaos, and the reality of balancing business with family life ☀️👩‍👦. This week’s Banned Word will make every dental professional stop and think — why the word “injection” has no place in the surgery chair! 🚫💉 Then, in The Horton Hangout Question, they tackle a tough listener dilemma about inappropriate comments from a colleague — and share supportive, empowering advice for anyone facing similar behaviour in practice. 💬💪 It’s real, relatable, and full of humour — classic Horton energy from start to finish.   Send in your confessions, questions and watch the podcast here https://www.horton-consulting.com/horton-hangout-podcast/     Horton Consulting website https://www.horton-consulting.com/ About us https://www.horton-consulting.com/abo... Laura’s instagram  https://www.instagram.com/laurahorton1/ Horton Facebook https://www.facebook.com/hortonconsulting Horton Consulting YouTube https://www.youtube.com/@HortonConsulting Laura Horton Linkedin  https://www.linkedin.com/in/laurahorton/ Laura Horton Tik Tok  https://www.tiktok.com/@laurahortonconsult Leanna Best Linkedin  https://www.linkedin.com/in/leanna-best-042376121/ Leanna Best Instagram https://www.instagram.com/leanna_TCO_coach The Academy by Ash https://theacademybyash.co.uk/ Dr Ashish Parmar Instagram https://www.instagram.com/ashparmardentist/   Timestamps: 00:00 – Welcome to Episode 2 🎉 00:38 – End of Summer Chat ☀️ 01:03 – Life Balance & Self-Employment 💻 02:08 – Routine, Planning & August Getaways ✈️ 03:10 – Kids, Netflix & Holiday Clubs 🎮 06:00 – Working from Home Chaos 🌿 07:00 – The Summer Struggle is Real 😅 11:19 – 🚫 Banned Word: “Injection” 11:36 – What to Say Instead 🗣️ 12:23 – Laura’s Childhood Confession 🍫 14:26 – Leanna’s Cheeky Confession 😏 16:10 – Modern-Day Weaknesses 🍷 17:19 – Changing the Language Habit 🔄 20:17 – The Horton Hangout Question 💌 20:56 – How to Handle Unwanted Comments 💬 23:10 – Final Thoughts & Sign Off 💕

Welcome back to Season 2 of the podcast where Leanna & Laura spill the truth, share the laughs, and break down the realities of midlife, business, and everything in between! 🌿💪 This premiere kicks off with two fan-favourite segments — Banned Words and Confessions — before diving deep into a brutally honest chat about menopause, hormones, and health. Laura opens up about her journey through fatigue, brain fog, and HRT — including a hilarious “crab walk” phase involving hormone gel 🦀 — while Leanna reflects on leadership, energy, and learning to prioritise well-being without guilt. They also tackle a listener’s question about team resistance — offering smart, practical, and heartfelt advice for clinic and business owners navigating communication, money transparency, and what real leadership looks like. It’s funny, raw, and full of the warmth and honesty that make this duo so relatable. 💛   Links: Send in your confessions, questions and watch the podcast here https://www.horton-consulting.com/horton-hangout-podcast/     Horton Consulting website https://www.horton-consulting.com/ About us https://www.horton-consulting.com/abo... Laura’s instagram  https://www.instagram.com/laurahorton1/ Horton Facebook https://www.facebook.com/hortonconsulting Horton Consulting YouTube https://www.youtube.com/@HortonConsulting Laura Horton Linkedin  https://www.linkedin.com/in/laurahorton/ Laura Horton Tik Tok  https://www.tiktok.com/@laurahortonconsult Leanna Best Linkedin  https://www.linkedin.com/in/leanna-best-042376121/ Leanna Best Instagram https://www.instagram.com/leanna_TCO_coach   Timestamps: 00:00 🎧 Welcome to Season 2!  Leanna & Laura return with gratitude, giggles, and a few confessions from the archives ❤️ 00:45 🚫 Banned Words Are Back!  The duo unveils this season’s new words that are officially off-limits — and the hilarious reasons why 😂 01:15 🙈 Confessions Time  Cue the laughter! Laura & Leanna share their latest real-life “oops” moments (because we’ve all been there) 02:10 🌞 Laura’s Health Journey  Vitamin deficiencies, fatigue, and finally getting to the bottom of it — including the turning point with HRT 03:25 💊 Menopause, Hormones & Honesty  Why talking openly about women’s health still matters — and how prioritising your body isn’t selfish 06:00 👩‍⚕️ GP visits & supportive doctors  Navigating care, research, and advocating for yourself 07:15 🦀 The Crab Walk Era  Laura’s hilarious experience with HRT gel — and how she finally found a better option 😂 08:09 🩹 Patch Life & Pill Problems  From messy gels to swallowing struggles — all part of the midlife adventure 09:40 😤 The Rage Is Real  How perimenopause can sneak up emotionally, and what’s helping Laura stay grounded 10:40 🧠 Why women are starting earlier  The generational shift no one’s talking about — and what it means for midlife health 11:55 💤 When fatigue takes over  B12 shots, naps, and the anti-nap brigade get called out 💤 12:20 🐶 Meet Laura’s new puppy!  Yes, the night sweats and puppy chaos make quite the combo 🌙🐾 13:18 💬 Checking In  Leanna & Laura reflect on their health, habits, and personal growth 14:00 📩 Listener Question: “How do I deal with resistance from my team?” 15:10 👥 Empathy Over Authority  Why effective leadership starts with understanding, not control 16:00 💸 The Money Talk  Why sharing financials with your team isn’t always a good idea — and what to do instead 18:00 🧍‍♀️ Clinic Culture & Clarity  Bringing your team on board through vision and communication 21:00 💬 Feedback That Works  How to give meaningful praise and constructive support 22:25 💡 Building Trust & Connection  The role of honest communication in creating a thriving workplace 23:50 💛 Final Takeaways  Midlife, leadership, and laughter — it’s all about being real and showing up for yourself and your team

We're bringing something new this season...   Send in your confessions, questions and watch the podcast here https://www.horton-consulting.com/horton-hangout-podcast/     Horton Consulting website https://www.horton-consulting.com/ About us https://www.horton-consulting.com/abo... Laura’s instagram  https://www.instagram.com/laurahorton1/ Horton Facebook https://www.facebook.com/hortonconsulting Horton Consulting YouTube https://www.youtube.com/@HortonConsulting Laura Horton Linkedin  https://www.linkedin.com/in/laurahorton/ Laura Horton Tik Tok  https://www.tiktok.com/@laurahortonconsult Leanna Best Linkedin  https://www.linkedin.com/in/leanna-best-042376121/ Leanna Best Instagram https://www.instagram.com/leanna_TCO_coach  

In this episode, Laura and Leanna dive into the danger of pretending to be premium. They unpack what happens when practices or businesses talk a five-star game but fall short on substance — and how that erodes patient trust faster than you can say “paper cone cup”. Leanna shares a deeply personal story about hair loss, emotional vulnerability and a clinic that tried to take advantage — emotionally and financially. It's a powerful reminder that the best service comes from empathy, not just a fancy reception. There’s also a dental nurse prank in Confession Corner that could only have happened in the good old days, and a brilliant Hangout Question on managing persistently rude patients. Plus, this week’s banned word is short but deadly — and we’ve got a better one to use instead. In this episode: 🏨 Why businesses that look five-star often miss the mark behind the scenes 🛏️ Laura compares two treatment experiences: and one was very bouncy 🥤 Why a paper cup could ruin your entire brand (yes, really) 💇‍♀️ Leanna shares a personal experience of emotional manipulation at a high-end clinic — and how her husband’s common sense saved the day 💸 How looking premium doesn’t mean being premium – and what real value looks like in patient care 🩺 Hangout Question: “How do we deal with a patient who’s continually rude to staff and their dentist?” 🚫 Why zero-tolerance policies matter – and how to make sure your systems back your team, not the patient 😱 Confession Corner: a Dental nurse’s April Fool’s Day prank that nearly gave an associate a breakdown 🚫 Banned Word: “Free” – why we’re swapping it for “complimentary” and what language really says about your brand   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

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

This week, Laura and Leanna answer two big listener questions – starting with what to do when your associates resist the Treatment Coordinator (TCO) role, even though it’s clearly beneficial. From communication and workflows to mindset and motivation, they cover it all. Next up: managing your mates. What happens when a dental nurse steps up to practice manager – and suddenly has to lead her friends? They get honest about leadership, friendship boundaries and what really separates good managers from great ones. Then it’s time to ban not one but two common words in dentistry – both of which carry more negativity than you might think. And finally, Confession Corner is back… with a thud. Literally. In this episode: 🤝 A listener asks: how do I get my associates to use a TCO when they don’t see the value? 📈 Laura explains why the issue might be communication – or the workflow itself 🧠 Why most resistance is about control or misunderstanding – and why a trial is the best way forward 👩‍⚕️ Second question: “I’ve become the PM after 11 years as a nurse – how do I manage people who are also my friends?” ⚖️ Leanna shares her own experience navigating friendship and leadership 💬 Why leadership is the skill most practice managers are missing – not management 🚫 Banned Words: “Unfortunately”   2. “Case” 🩺 Confession of a Dental Nurse: Fainting 😵 Leanna adds a surprise twist: she fainted at a ...... 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

This week, Laura and Leanna are fresh from the ADI Team Congress and full of energy. From co-presenting treatment coordination to discussing the challenges of being a speaker and a parent, this episode is packed with professional insight — and personal honesty. They also dive into a new banned phrase, help a TCO navigate a tricky dentist dynamic, and wrap up with a confession that’s part horror film, part dental drama.   In this episode:  🎤 ADI Team Event recap – what it’s like to co-present live, and how events can be better planned to support working parents and female speakers  💡 Banned Phrase: “When would you like to come in?” — why this seemingly polite question hands all the power to the patient (and ruins your diary)  🗓️ Laura breaks down the right way to lead a conversation at reception, protect the diary flow, and avoid the dreaded mid-block appointment chaos  🦷 Hangout Question: “One of my dentists refuses to treatment plan with me. What do I do?”  🙋‍♀️ Laura shares exactly how to lead a constructive conversation using the 7 Habits framework — and why coming with solutions is key to being heard  💬 Leanna adds insight on emotional reactions, dentist guilt, and building buy-in by showing the true value of collaboration  🌿 Product Spotlight (not an ad!): Tooth Angel — the duo review a new eco-friendly oral care kit sent to them, including breath spray (perfect for lectures) and a travel-ready soft toothbrush  😱 Confession of a Dental Nurse: a mid-treatment horror story with a very unsuspecting patient.  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

In this episode of the Horton Hangout, Laura shares her unexpected journey into dentistry – a tale of cold bus stops, fish and chips, and an NHS dental practice that kick-started it all. Meanwhile, Leanna tackles a listener's question about confidence in new roles, and the pair dive into the difference between managing and leading a team. Oh – and there’s a very curly surprise in this week’s Confession Corner. In this episode: 🎓 Laura’s honest story of how she stumbled into dental nursing 🚌 Why travel & tourism college didn’t last – and what fish & chips have to do with dentistry 🦷 The doctor who believed in investing in his team – and sent Laura straight to radiography class 🚫 Banned Word: “Just” – and why it has got to go from dental language 🔇 The running commentary at reception that makes things worse (and what to say instead) 📎 Coworker Nickname of the Week 👩‍💼 A listener’s question: “I’ve been offered a new role, but I don’t feel confident” – Leanna and Laura share personal stories and advice on secondments, imposter syndrome and honest leadership 👑 Why real leaders don’t micromanage – and how to stop ruling with an iron fist 🤝 Blame-free culture: why it’s essential for a happy and high-performing team 😬 Confession of the Week: A dental nurse finds a ....... 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

This week’s episode is a rollercoaster of awkward confessions, heartfelt honesty, and real talk about running a dental practice. Laura and Leanna dive into everything from changing the word “patient” to “client’, to the power of transparency in financial targets, and a dental nurse’s accidental – and audible – bodily moment mid-root canal.  In this episode:  🇮🇪 Leanna’s back from another fab trip to Ireland – full of energy, insight, and interactive learning  🦷 Laura shares a behind-the-scenes look at her patient experience evaluation days – and how one Monday morning went completely off the rails  💻 Why one dentist’s interactive TV during assessments absolutely wowed Laura  🚫 Banned Word: “Patient” – should we be using “client” instead? Laura explains why it matters, and the responses she’s had from both ends of the spectrum  📊 Hangout Question: Which KPIs matter most for the whole team – and how do you actually get people to care?  😂 Confession #1 (Dental Nurse): A mid-treatment fart that echoed through the surgery – and was very much owned  😱 Confession #2 (Practice Manager): When your best friend applies for a job… and accidentally CCs the boss  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

In this powerful and hilarious episode, Laura and Leanna blend heartfelt discussion with their trademark humour. They open with a moving conversation about miscarriage rights, share banned words that sabotage patient trust, and dive into workplace stories you genuinely won’t believe – including lollipops, expensive sofas, and a nurse accidentally declaring “love you” to a patient. In this episode:  Leanna reflects on a brilliant training trip to Ireland – and why interactive clients make all the difference ⚖️ Did you know there’s no bereavement leave in law for miscarriages under 24 weeks? Laura breaks down what’s changing — and why it matters deeply to the dental profession 💔 Women suffering in silence at work, and the role clinic owners play in emotional support ❌ Banned words alert: “Policy” and “Check-up” get the chop — and Laura’s got a hilarious rug doctor story to prove her point 🗣️ The case for saying “system”, “routine assessment” or “dental health review” instead 🐌 When a team member is painfully slow — and why that doesn’t fly in dental nursing 😂 Coworker nicknames  😳 Confession: Lollipops, bodily fluids & water theft at closing time 😬 Confession: Dental nurse accidentally says “love you” to a patient… in front of the whole waiting room 📢 Reminder: Share your own anonymous confession — we need more 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

In Episode 3, Laura and Leanna are back with plenty of laughter and a side of chaos. From speaking surprises (this btw was a wind up) to patients storming in and swinging shirts over their heads — it’s a wild one. Laura teases that Leanna might be speaking at the Dentistry Show, Laura’s idea of having a joke. She did confess to this wind up when filming wrapped up for the day! They dig deeper into banned phrases in dental practice (hint: "take a seat" is out), explore the controversial plan to get teachers brushing kids’ teeth, and unpack a listener question about transitioning a dental nurse into a TCO role — including how to handle pay, responsibilities and expectations. In this episode: 🎤 Laura jokes that Leanna might be speaking at the Dentistry Show — but don’t worry, she was only winding her up (Laura!). All in good fun — and yes she sets the record straight in the show notes! 🛎️ A story about the world’s most memorable waiter and secret hotel stays ❌ Banned Word of the Week: “Take a seat” — say “make yourself comfortable” instead ☕ Offer a “refreshment”, not “a drink” – language matters in patient care 🚽 Why “bathroom” sounds better than “toilet” in a dental setting 🪥 News: Should teachers teach tooth brushing in schools? Laura & Leanna debate 🧒 Neglect vs. lazy parenting — and what’s really behind poor oral hygiene in kids 📚 Laura’s oral health awakening & teaching Cub Scouts via Yellow Pages 😂 Funny co-worker nicknames: Lantern, Motion Sensor, Foreskin 😱 Confessions: Shirt-swinging protester and cake-stealing “non-verbal” guest 🚨 Crime scene confession — when Monday morning starts with a broken door and blood 👩‍⚕️ Listener Q: Transitioning a dental nurse to a TCO – how to do it properly 💷 Pay bands, training periods, and how to have difficult conversations the right way Links you may find useful Link to send in your confession Link to send in your question for the Horton Hangout Horton Consulting Horton Consulting - About us Laura Horton - Instagram Horton - Facebook Laura Horton - LinkedIn Laura Horton - TikTok Leanna Best - LinkedIn Leanna Best - Instagram