You Never Know What’s Going On Inside Someone’s Head, And You Never Know What’s Around The Corner

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When I present treatment to my patients I always present it as diagnosed, without ever assuming whether the patient will want the treatment, accept the treatment, or be able to pay for the treatment.

Because I can’t tell from the outside what’s going on on the inside… of the patient.

I’m not Nostradamus.

I’m not a mind reader or a fortuneteller.

So I do not make assumptions or generalisations…

You see I’ve been “reflecting” today.

About myself.

On the outside I look alright.

I look healthy.

I mean, I don’t look unwell.

But who knows what’s going on in me on the inside?

You never know….

This week I’m seeing the hand doctor, the shoulder doctor and the gastroenterologist.

And so it has me wondering about a couple of things.

Firstly, I’m wondering, if you’re going to be having an endoscopy and a colonoscopy on the same morning do they use the same camera?

And which one do they do first?

To me that’s an important piece of information to know.

It’s peace of mind.

More importantly, with all these medical inspections of my body but especially with the gastroenterologist, it raised the point that looking from the outside, nobody really knows what’s going on the inside of you, do they?

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And this raises another question…

What would you do if you found out that you were terminally ill?

You see, nobody really knows what’s around the corner, do they?

Life is about moments.

And it’s about living those moments, isn’t it?

We all remember special moments in our lives, and special events.

But do you remember these special events?
Do you remember where you were when you heard that John Lennon had been shot?

Where were you when you heard about the death of Princess Dianna?

And of course more recently, where were you when you found out about the planes hitting the Twin Towers of the World Trade Centre?

Life really is about moments.

All sorts of moments…

And you never know what’s going on inside someone’s body.

Just like you never really know what’s going on inside someone’s head either?

Two of my best friends died [separately] in their early sixties after being touched on the shoulder by the Cancer Fairy.

One was given four months notice, the other was given less than three weeks.

Both had not planned to leave the earth so early.

Though one of them had retired earlier to at least enjoy a few years without the daily grind of work.

The thing is, death was not on their radars when it came knocking.

But who’s to know?

We never know what is around the corner.

And we never know what’s going on inside someone’s body, or their head for that matter.

So it’s wrong then to make assumptions.

When I talk to someone, I always try to find out about them before I begin a conversation with them.

Because you never know.

When I present treatment to my patients I always present it as diagnosed, without ever assuming whether the patient will want the treatment, accept the treatment, or be able to pay for the treatment.

Because I can’t tell from the outside what’s going on on the inside.

I don’t know whether they value their oral health and will accept treatment?

I don’t know whether they want to keep their teeth no matter what or whether their Nan and Pop managed just fine with no teeth for fifty years?

And I don’t know whether their teeth are so important to them that they’re happy to pay whatever it takes to keep their teeth in the best possible state that they can?

So I never assume.

And I never generalise.

I simply present the facts and help the patient understand what’s best for them.

I don’t believe in letting the patient choose an option because that’s called passing the buck.

Allowing an uneducated person to decide makes no sense to me.

After all, dentistry is a long degree and it’s a lifetime of continuous learning for us, as dentists.

How would an uneducated patient lay person really know what’s best for them?

If you had a hole in your roof and it was raining cats and dogs outside would you want the roofer to tell you all about your options such as a plastic tarp, or a canvas tarp, and how long they’ll each last, or would you rather he simply tell you what you need and then go ahead and fix it properly first time?

Do you want to know about patching?

Or do you want your roof fixed properly?

If your tyres on your car a worn and bald, do you want your tyre guy to tell you that you might get another few hundred miles on them, or would you rather he let you know about the best tyres he’s got that will keep your children safe when you need to pull up quickly on a wet road?

Do you want him to tell you he’s going to “watch” your tyres?

Or would you rather he fix them now before they blow out and kill someone?

A patient once told me a long time ago:

“What are you giving me all these options for? You’re the one wearing the white coat. Tell me what’s best and I’ll do it….”

And it was pretty good advice….

******

My upcoming in depth two day workshops will be held   in London in August.

You can reserve your places here: Click Link To Order 

*****

Have you read my book , How To Build The Dental Practice of Your Dreams [Without Killing Yourself!] In Less Than Sixty Days.

You can order your copy here: Click Link To Order

*****

The Ultimate Patient Experience is a simple to build complete Customer Service system in itself that I developed that allowed me to create an extraordinary dental office in an ordinary Sydney suburb. If you’d like to know more, ask me about my free special report.

Email me at david@theupe.com

Did you like this blog article? If you did then hit the share buttons below and share it with your friends and colleagues. Share it via email, Facebook and twitter!!

 

 

Posted in Business Coach, Customer Service, Dental Coach, Dental Consultant, Dental Practice, Dental Practice Efficiency, Uncategorized, World Class Service | Tagged , , , , , , , , , , , | Leave a comment

What Are You Doing To Reinvent Your Business To Continually Be Adding Value For Your Clients And Patients?

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Business is business.

You can either win at it, or be beaten at it.

And winning is more enjoyable.

There are waves.

There are good times when everyone wins, and then there are rough times when everyone loses.

When a market is rising, it’s easy.

When a market is falling, it’s easy to get swept along into the vortex.

And then there are times, when we think the seas are calm, and all of a sudden, we’re overtaken because of our own complacency.

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And we are all guilty of complacency.

Of taking our eye off the ball.

In Australia, the Dental landscape is changing.

Is it changing where you are?

In Australia, an oversupply of local graduates, thanks to a dramatic increase in the number of Dental Schools, coupled with an increase in registration of overseas trained dentists, has now seen the proliferation of new dental practices in many places where they are not needed.

Established practices in those areas are now all of a sudden seeing new dental offices spring up in their town literally overnight.

And it’s like a wake up call that maybe we need to get back into gear.

Yes, the landscape changes.

The proliferation of corporate entities into the cottage industry of dentistry has also seen a realisation that the big boys are here to capture some of our “assumed” turf.

How dare they?

“How dare the corporates come into my town and start undercutting me?”

“How dare a new dentist set up some swanky new office full of new equipment and show me up?”

Have you heard these lines before?

When a new restaurant opens up in town, everybody in that town wants to know if that new restaurant serves good food?

And your patients will be wondering whether the new dentist in town, be it another small set up or be it a large corporate, is going to give them the same product or better than what you’ve been giving them?

What do you do?

The answer is simple

You need to keep reinventing yourself.

You need to keep finding ways of being better in business today than you were yesterday.

When I visited Chick-Fil-A headquarters in Atlanta at the start of the year I was pleasantly surprised when they told me that the day after they launch a new process, a new procedure, a new product, that they are looking out for ways of making that product, process or procedure better the very next day.

The very next day.

Not next year.

Not next month.

But the very next day.

And it’s this mindset that keeps them as an innovator, as a mover and a shaker in their industry.

What are you doing in your business to be a mover and a shaker?

What are you doing to reinvent your business to continually be adding value for your clients and patients?

What outcomes or results are you improving upon for your guests and patrons?

Because guess what?

If you’re not trying hard to keep your patients by reinventing yourself and your processes, you can bet there’ll be another dentist come along real quickly who’ll do just that same thing.

And in so doing, they’ll cherry pick off of your patient base a select number of patients that you didn’t even know were dissatisfied with you.

Or partly dissatisfied…

And along the way they will also be providing a clear and better alternative for those people in your town who may not have even decided whether or not to be your patient… but sure as eggs won’t ever get the opportunity to choose once the new kid on the block rides into town and offers them some flashy alternative?

So what can you do?

[And doing more courses on bone grafting may not be the right answer….]

Yeah sure, there will be patients who’ll need the advancements in procedures that you can go away and learn.

But as I’ve been saying…

“We do better fillings!”

is an acclamation that most likely will fall on deaf ears most of the time out there in the community.

What your patients and prospective patients are going to want to know is are you up with the latest…. in service…?

Is your phone always being answered, and answered well?

From 6:00am in the morning through to 10:30pm at night?

And on weekends?

Or does it simply just go through to an answering machine?

To leave a message….

And hopefully someone might phone them back…some day?

Are your patients and prospective patients able to make appointments online?

And not just leave a message in a box on your website so that someone maybe get’s back to them?

Rather, can they make a real appointment immediately just like Open Table does for dining out?

Is your social media social?

And current?

And are patients and potential patients able to get an immediate response via your Facebook page?

Or is that Facebook page just another black hole showing up your inadequacies?

Are your potential patients able to receive an initial offer to get them in the door that does NOT offend your existing loyal patients?

[Really, why should your loyal existing patients be subsidizing your new patients? Surely there has to be an easy to implement point of difference that your new patients can receive unconditionally?]

There are always opportunities.

You just need to know where to find them….

Sometimes they are obvious.

Most times they are obvious to others and not to you.

And I don’t mean they are obvious to your postman and your drinking buddies…

The postman and your drinking buddies should not be your business advisors…

But remember, if it has been done it can be done.

The answers are out there….

If you can’t work it out yourself, then don’t let the receding tide drag you under.

There is always a solution for those who seek it.

******

Email me david@theUPE.com if you are interested in finding out who my clients are using to SMASH IT OUT OF THE PARK with online appointment scheduling….

******

My upcoming in depth two day workshops will be held   in London in August.

You can reserve your places here: Click Link To Order 

*****

Have you read my book , How To Build The Dental Practice of Your Dreams [Without Killing Yourself!] In Less Than Sixty Days.

You can order your copy here: Click Link To Order

*****

The Ultimate Patient Experience is a simple to build complete Customer Service system in itself that I developed that allowed me to create an extraordinary dental office in an ordinary Sydney suburb. If you’d like to know more, ask me about my free special report.

Email me at david@theupe.com

Did you like this blog article? If you did then hit the share buttons below and share it with your friends and colleagues. Share it via email, Facebook and twitter!!

 

 

Posted in Business Coach, Customer Service, Dental Coach, Dental Consultant, Dental Practice, Dental Practice Efficiency, Uncategorized, World Class Service | Tagged , , , , , , , , , , , | Leave a comment

You Can’t Win A Football Match With Two Players Missing…. Just Like You Can’t Provide World Class Service When You’re Understaffed

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One of the key deficiencies I see in Dental Offices is insufficient resources.

And by that I mean primarily not enough staff.

And when we have insufficient staff, we end up stretching ourselves way too thin, and the results are catastrophic…

Here’s what happens.

Firstly, there are missed opportunities.

If you’re thin on the ground then you’re thin on the ground.

The ringing phone won’t be answered as often, because the short numbered staff are doing other things.

Your valued patients and guests visiting your office will not be greeted as warmly because chances are that your greeter will be off doing other things.

Your set-ups won’t be as thorough and you’ll be waiting on instruments and supplies that have been forgotten, because people had to rush at the wrong time…

It’s not so much that these things are being purposefully  *NOT* done, it’s simply that they’ll be selectively omitted just because the stretched team needs to be able to get themselves through the day….

Imagine a soccer team playing with ten men instead of eleven…. sure they can probably get through the game and possibly cover the whole field….

But with that eleventh player, and with adequate substitutes on the sideline, the effort to produce the desired result [of a win] is able to be much better concentrated upon…

Secondly, we send a subliminal message to our customers and patrons that we are mean and tight and they can just wait.

Our customers know when they’re being kept waiting.

And they know when they’re being made to wait unnecessarily.

So why do it?

How frustrating must it be to a patient to have to wait, with mouth open, while the dental assistant runs and gets the cords that she’s forgotten?

The patient’s thinking:

“After all, I’ve had this appointment scheduled for two weeks now… you would think they would know what is needed and have it out ready already?”

It’s the same when the patient is leaving the office…patients have to wait to check out after treatment.

What’s with that?

The patient has just received several hundreds of dollars worth of treatment, and we don’t have sufficient staff to be on deck to process their departure in a comfortable manner?

The patient would have to be thinking:

“I’m just about to hand over several hundred dollars here and yet why on earth are there insufficient team members available to take my payment and to schedule me an appointment?

And thirdly, we stretch our staff to breaking point and they end up despising us for overworking them…. 

In Australia we’d ask the question:

“How much can a koala bear?”

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How hard can you stretch your team, and for how long?

Sure, there are days when we’re thrown into overload because someone on our team is unable to come to work.

And on these days, when it is unexpected, it’s remarkable how the team rises to the occasion.

But we can’t be making our team perform under those conditions day in and day out, just because they were able to do it well once….

Overstretching our team is like overstretching a rubber band.

It could snap, or it could become denatured and lose its efficacy when the pressure is relaxed.

Applying gentle pressure on occasions is tolerable.

Consistently applying continuous pressure will eventually result in trauma to your team and to your office.

The dollar cost of being well staffed is returned several times over in collections.

Dental office owners sometimes don’t see this.

Staff are not an expense.

They are an investment.

Investing in sufficient staff pays dividends.

Failing to invest in sufficient staff reduces collections and reduces profits.

Often the cost of having an additional staff member for the day is as little as the cost of one two surface resin restoration…

Not much cost at all?

And we get all those benefits of having the extra pair of hands all day….

******

My upcoming in depth two day workshops will be held   in London in August.

You can reserve your places here: Click Link To Order 

*****

Have you read my book , How To Build The Dental Practice of Your Dreams [Without Killing Yourself!] In Less Than Sixty Days.

You can order your copy here: Click Link To Order

*****

The Ultimate Patient Experience is a simple to build complete Customer Service system in itself that I developed that allowed me to create an extraordinary dental office in an ordinary Sydney suburb. If you’d like to know more, ask me about my free special report.

Email me at david@theupe.com

Did you like this blog article? If you did then hit the share buttons below and share it with your friends and colleagues. Share it via email, Facebook and twitter!!

 

 

Posted in Business Coach, Customer Service, Dental Coach, Dental Consultant, Dental Practice, Dental Practice Efficiency, Uncategorized, World Class Service | Tagged , , , , , , , , , , , | Leave a comment

This One Dumb Decision Is Costing You Millions…..

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“I think I‘ll wait a little”

“I just need to wait to get the right team before I start…”

I hear it all the time…

Excuses. Excuses. Excuses.

Why do people not take immediate action?

It’s not as if we’re curing the common cold.

It’s not as if you magically get better, no matter when you begin your medication.

The reason that it is not like that is because the end destination is not the same.

It’s not as though we’re simply running a length of the oval.

Because in life, the goalposts keep on moving.

Is it simply that people are stupid?

Or are they scared of the unknown?

Lesson One. When you start affects where you finish.

Here’s what people think happens in business….

Firstly, they believe that the common destination is simply a new level.

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They believe that improvement raises them to a new plane…

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They believe that the common destination is the same, whether you begin now, next week or next year.

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And this is not the case.

Here’s why….

If you start your journey a week, a month, a year later, you are worse off, because although you think you end up at the same place, you’ve actually missed out on the opportunity, and income, that you would have gained by arriving there sooner….

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You see, people think that the end result is the same place. They believe that we’re all getting the same medal for finishing…

But in reality the finish line moves….

Lesson Two. In reality, improvement is not a destination, it’s a journey.

Once you learn something you can never unlearn it.

You can only ignore it….

Once you learn something new you start your business on a new trajectory, and not on a new level.

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And so, if you start a week later, a month later a year later, you never reach the same level.

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You’re always behind, and you never catch up…

And so the delay in beginning creates a permanent cumulative loss or difference.

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Perpetuated year in and year out….

Lesson Three. There are Different Trajectories…

People think that same is same.

But same is not same.

Same is different.

If I want to learn golf, I can learn in different ways.

I can try and teach myself.

Or I could read magazines.

Or I could go to a tournament.

Or I could buy a golf book.

Or I could attend a golf clinic with other students.

Or I could have one on one tuition.

Or I could have it once.

Or I could have one on one tuition weekly for a year.

For two years.

Or forever…..

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Do you think my choice of golf tuition would affect my outcome?

Or would all roads lead to Rome?

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Would I improve to the same level regardless?

I think the answer is obvious….

But if the answer is so obvious in golf lessons, why is it not so obvious in business lessons?

Why do people, smart business people, just blunder on regardless with ineffectual methodology attempting to achieve different outcomes?

Isn’t it logical, that if there is a better way, then that is the best way to go?

“If it has been done, it can be done.”

If it has been done before by someone else, then you can do it too…

Yes you can…

Improving your business is like buying real estate…. start as soon as you can.

Q. When is the best time to plant an oak tree?

A. Twenty years ago.

Q. When is the second best time to plant an oak tree?

A. Today….

Start now…he who hesitates really does lose….

******

My upcoming in depth two day workshops will be held   in London in August.

You can reserve your places here: Click Link To Order 

*****

Have you read my book , How To Build The Dental Practice of Your Dreams [Without Killing Yourself!] In Less Than Sixty Days.

You can order your copy here: Click Link To Order

*****

The Ultimate Patient Experience is a simple to build complete Customer Service system in itself that I developed that allowed me to create an extraordinary dental office in an ordinary Sydney suburb. If you’d like to know more, ask me about my free special report.

Email me at david@theupe.com

Did you like this blog article? If you did then hit the share buttons below and share it with your friends and colleagues. Share it via email, Facebook and twitter!!

 

 

Posted in Business Coach, Customer Service, Dental Coach, Dental Consultant, Dental Practice, Dental Practice Efficiency, Uncategorized, World Class Service | Tagged , , , , , , , , , | Leave a comment

Are People On Your Team Simply Going Through The Motions?

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Engagement.

As a Customer we all want it.

And as a customer we hate it when we don’t receive it.

We don’t like to feel that we are being taken for granted.

We hate it when the person serving us is distracted, or inattentive, or simply just doesn’t care.

How are your team members at your dental office?

Are your employees simply going through the motions?

A patient walks in to your office…does your receptionist greet that patient as if they’ve been looking forward to their visit all day?

Or do they glance up, over their counter and their monitor, and say:

“Won’t be too long. Just take a seat.”

When your patient gets brought to the front following treatment are they engaged in a genuine caring transfer conversation or are they simply “attending” this process as a bystander as the dental assistant or hygienist robotically lists the procedures that *she* [the patient] had, not even mentioning the patient by name?

When it’s time for your patient to be brought down to the treatment room, are they greeted personably and warmly by your hygienist or team member or are they simply *called* and told to “follow me….”?

Customers don’t care how much you know until they know how much you care, but if your team members are simply going through the motions then your customers will feel disconnection from your business with a big fat capital “D”.

Mary Kaye Ash said everyone’s walking around out there with a whopping big invisible sign hanging from their neck which reads:

“MAKE ME FEEL IMPORTANT”

Whenever we act in a distracted manner that is less than courteous to our valued customers we certainly are sending them a message that we don’t value their business or want their business or want to *KEEP* their business.

And you can bet your bottom dollar that there will be another business just like yours simply waiting to extend the hand of courtesy to those customers of yours who you have been taking for granted….

And why would they want to stay with you?

When they can easily find a dentist charging less than you that’s going to treat them just as rudely for less out of pockets?

I recently flew from Sydney to the USA and back with a carrier other than Qantas, my regular carrier.

And on one flight I experienced, for want of a better word, a flight attendant who was simply just going through the motions.

Now I’m not sure if this poor old chap had had a bad night’s sleep before coming to work.

But he sure as eggs had very little attention to detail when it came to looking after the PAYING passenger in seat 8A.

Now I know my concerns are purely “First World Problems” but this old guy dropped the ball on not one but four occasions during a flight that involved ninety percent sleep time.

So much so that I really could not recommend flying the friendly skies across the Pacific.

Similarly too, it’s a big thumbs down to the arrogant Delta representative at Newark who spent an eternity looking at a monitor before attending to me and then asking me if I was “Priority or First” when all I needed was for Delta to acknowledge my flight reallocation from United and simply print my replacement tickets.

I know my travel issue that day was not the fault of Delta. But what an opportunity there was for this employee to make a difference…

And he blew it….

Big time.

“Welcome to Delta. We’re so glad we’ve been able to help you with your travels today Dr Moffet. We know you’ll enjoy the Delta experience and we hope to see you again soon….”

were words that never ever passed the lips of this pompous little man, who viewed me as an inconvenience rather than a customer “gifted” to him by United.

What a goose!!

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Honk! Honk!

What is it with some people?

Don’t they realise that without customers, there is no business?

And if there is no business, there are no jobs?

******

My upcoming in depth two day workshops will be held   in London in August.

You can reserve your places here: Click Link To Order 

*****

Have you read my book , How To Build The Dental Practice of Your Dreams [Without Killing Yourself!] In Less Than Sixty Days.

You can order your copy here: Click Link To Order

*****

The Ultimate Patient Experience is a simple to build complete Customer Service system in itself that I developed that allowed me to create an extraordinary dental office in an ordinary Sydney suburb. If you’d like to know more, ask me about my free special report.

Email me at david@theupe.com

Did you like this blog article? If you did then hit the share buttons below and share it with your friends and colleagues. Share it via email, Facebook and twitter!!

 

 

Posted in Business Coach, Customer Service, Dental Coach, Dental Consultant, Dental Practice, Dental Practice Efficiency, Uncategorized, World Class Service | Tagged , , , , , , , , , , , | Leave a comment

Why Keep A Dog And Bark Yourself? That’s Just Plain Dumb….

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I remember a long time ago a dentist asked me something about him having to load alginate into an impression tray…

[I know, it must have been a long time ago…]

And I asked him why he bothered employing a Dental assistant if the assistant was mixing the alginate and not loading the tray herself?

The light bulb came on at that moment for that dentist…

And I see it in dentistry all the time….

I see dentists making up their own matrix bands

I see dentists measuring up their own endo files

I see dentists writing up their own lab sheets

I see dentists opening up steri bags of instruments

I see dentists putting bibs onto patients…

It gets me asking the question:

While the dentist is doing the job that he pays someone else to do, what the heck are those employees actually doing?

They’re sure as eggs not drilling teeth or any of the other one of the dentist’s roles while he’s doing their job.

My parents, later in life, used to have their house cleaned by a cleaner, yet they’d always spend time “cleaning up” their house just before the cleaners arrived.

I can’t see the point of owning a dog and then barking yourself?

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What’s the point of that?

What’s the point of doing low skill low enjoyment tasks yourself when you can and often do pay someone else to do these for you?

As a business owner, you should only be performing high skill tasks and enjoyable tasks.

Other than that you’re defeating the purpose of being in business.

By barking yourself when you own a dog you’re performing menial tasks when you could be doing things that require more skills.

And then be delegating the menial duties.

Why are you not delegating those tasks, automating those tasks, or plain just deleting those tasks?

Because to not do so, to not filter your activities, is just stupid.

As a dentist, would you lick your own stamps?

Would you?

It’s like staining and glazing your own crowns…the time you spend being a ceramicist you could have actually been a dentist and treated some more teeth…while you paid someone to be the ceramicist…

The time you spend writing up a lab sheet you could have been a dentist and drilled some more cavities rather than be a lab sheet clerk?

In my travels I see so many inefficiencies in dental practices that are costing the business in time lost forever, as well as in unnecessary stress created.

Time is our greatest resource, and once it’s gone, it is gone forever.

You need to manage your time.

Better.

As best you can.

Having the right people in your Dental Office performing the right duties at the correct moments is what separates the very successful dental practices from the “ordinary” offices.

The choice is simple.

Seek advice on what you are doing well in your office, and on what you could do better.

There’s always a better way….

******

My upcoming in depth two day workshops will be held   in London in August.

You can reserve your places here: Click Link To Order 

*****

Have you read my book , How To Build The Dental Practice of Your Dreams [Without Killing Yourself!] In Less Than Sixty Days.

You can order your copy here: Click Link To Order

*****

The Ultimate Patient Experience is a simple to build complete Customer Service system in itself that I developed that allowed me to create an extraordinary dental office in an ordinary Sydney suburb. If you’d like to know more, ask me about my free special report.

Email me at david@theupe.com

Did you like this blog article? If you did then hit the share buttons below and share it with your friends and colleagues. Share it via email, Facebook and twitter!!

 

 

Posted in Business Coach, Customer Service, Dental Coach, Dental Consultant, Dental Practice, Dental Practice Efficiency, Uncategorized, World Class Service | Tagged , , , , , , , , , | 2 Comments

The Guided Tour. Your Seven Point Check List For Creating A Very Valuable Point Of Difference…

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Have you ever been to someone’s house as a guest and wondered what’s behind a certain closed door?

There’s a lot of intrigue associated with “finding out” about places that seem to be off limits.

Does this come from childhood inquisitiveness?

Or is it simply just a fear of missing out [FOMO]?

In a Dental Office, there’s a lot of opportunity to show all when it comes to letting patients know what we do and where we do it in our office.

A colleague of mine even had the mantra in his dental office that there should be “No Back Stage”.

By this, what he meant was that there should be no mudrooms.

He said there should be no areas in the Office that we would be embarrassed for our patients to see.

His words were that every part of our practice should be able to be shown to anyone and everyone such that we should be proud of our practice and every inch of it.

And in so having that pride we should maintain the office in such a way that it is always “open for inspection” at all times.

So what exactly does that mean to you?

At any point in time, can you take a patient into your steri bay to see exactly how your infection control works?

Could you show your patients your staff room where employees relax and eat their lunch in a tidy environment?

Or what about your doctor’s private office?

Is it a room where your doctor would be proud to have patients see how he works on the back end of the business?

And your lab? Is it tidy or is there plaster and stone everywhere?

I recently visited an office where the concierge was proud to offer all new patients a guided tour of their facility.

It was my honour to tag along with one patient during a tour, so I was able to see the practice being presented, and how it presents to the new patient.

This was a real eye opener!!

This is because the tour needs to be presented in such a way that the patient only hears the WIIFM message.

[WIIFM = what’s in it for me?]

The tour should not be a grandiose presentation about the practice that has very little relevance to the new patient.

What the tour does need to be is a delivery of information that has the patient saying to themselves:

“This is my kind of place.”

“I’m so glad that I’ve decided to come here.”

“These people know their stuff, and are happy to show it”

 Here’s what a new patient is looking for on a guided tour:

1. Happy smiling faces

A new patient is looking for employees who love what they do. They’re looking for people who enjoy working there.

2. Cleanliness

New patients want to make sure that your dental office is clean, and efficient.

It’s like those restaurants where the kitchen is on show and visible to the diners…we’re looking to see that they are preparing our food in a clean orderly environment where everything is in its place.

Nobody likes to see the buckets of cleaning products out in full view at a restaurant.

We just want to see clean.

3. Tidy organised office space

We want to see that the people running the dental office are working in an orderly manner, and a clean office shows us that everyone is on top of their game, and are not getting behind on anything.

Piles of paperwork tend to imply a lack of control.

4. Family photos of the dentist.

Patients are not looking for certificates and degrees.

They assume that if you have a dental office, that you have the paperwork.

They don’t know the difference between a BDS and a DDS and a DMD.

Patients certainly don’t know the difference between a MAGD or a FRACDS or an FPFA.

Or a CSP for that matter….

What they want to see is the dentist and his family in a happy, professional portrait.

Real people looking beautiful.

It’s amazing what sort of message a professional photo sends.

So rip down your degrees and certificates and pop up a family photo or two.

And not a photo taken with a blackberry with poor background lighting….

5. New technology

I’m not sure that patients understand what a row of laser machines and CAD-CAMs actually are.

But they seem to be impressed with a CBCT or OPG machine.

Those are kind of hard not to miss….

And a milling machine in action looks impressive too…

6. Your infection control area

It’s nice to be able to show your patients where you do your washing up.

And that the area is spotlessly clean.

Now I know some dental practices are hesitant in showing patients this area.

But this is an opportunity for your Dental office to really shine.

Have you ever seen the workshop at a European car dealership where clients’ cars are serviced?

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They’re immaculate. In a way that puts your local corner store grease monkey to shame.

We should strive toward that same sort of image in our dental office.

I know some dental practices are hesitant to take patients into steri in case there are some bloody instruments and trays on show.

But those are rare.

And really, it’s simply about having a protocol for those moments so that those instruments and trays are dealt with quickly, so that we can keep the steri-bay on show.

Like I said, patients want to know that you’re clean, and that you practice clean…

7. Simple language

Resist the temptation to baffle the new patient with jargon and technology during a tour.

Talk to them in simple language that they understand, and of course, rather than just state facts, as much as possible follow each statement with the simple to understand explanation:

“…which means for you….”

*

The new patient guided tour is a simple to implement point of difference to separate your Dental Office from any other practice that your patient has ever ever visited before.

Simply because most other practices are never doing them.

And that means the dentist down the road…

And so when your patient returns to work and says to his co-workers:

“You’ll never guess what I just had at my new dentist?
A guided tour of their practice!”

Guess what the co-workers will say?

“My dentist never does that!”

Easy to do…

Easy not to do…

Be the point of difference….

******

My upcoming in depth two day workshops will be held   in London in August.

You can reserve your places here: Click Link To Order 

*****

Have you read my book , How To Build The Dental Practice of Your Dreams [Without Killing Yourself!] In Less Than Sixty Days.

You can order your copy here: Click Link To Order

*****

The Ultimate Patient Experience is a simple to build complete Customer Service system in itself that I developed that allowed me to create an extraordinary dental office in an ordinary Sydney suburb. If you’d like to know more, ask me about my free special report.

Email me at david@theupe.com

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