Posted December 20, 2016
A few weeks ago, I received a wonderful invitation to attend the Country Music Awards in Nashville. Unfortunately, it was the same day I was supposed to fly to Punta Cana for my annual girl’s trip. I had a decision to make. As I was trying to decide what to do, I remembered it was the CMA’s 50th anniversary. Could I really pass up the opportunity to be there? The answer was no! So, I put the wheels in motion. I called Delta, bought me and my sister flights, and changed my travel plans to meet my girlfriends the next morning. Sometimes you just have to live on the edge and make time for a reset with friends. I wanted to do both so I decided to make it happen!
Honestly, I wasn’t sure if things would work out perfectly, but I gave it a shot. The only things I could foresee happening would be missing my connection, losing my luggage and missing a little sleep. I was willing to take the risk.
Everything was handled at home and I was all set and ready to go. The girls were with their dad and my dogs, Lulu and Bella, and my cat, Mr. Pickles, were set too. The DentalPost team is super supportive and knows what to do. I work hard to do the right thing with my family, my team and my business. Balance is continually shifting and keeping everyone happy can be a challenge. However, I depend on everyone to be honest with me about how they feel and be up front about what they need from me. When there is open, honest communication and expectations are set, you avoid major problems down the road. I believe this is key when it comes to family, friendships and business.
While in Punta Cana, we stayed at an all-inclusive resort to cut costs for our group. In my opinion, we sacrificed quality in some areas. The place was beautiful and the service was above average. However, the food reminded me of the cafeteria. I’m a huge foodie, so that part is always extremely important to me. During the stay they would ask us how we enjoyed our meal. Now, I am a straight shooter and believe in always telling the truth. However, one of my girlfriends would voice her displeasure about the food with us, but when the server or manager asked she would raise her voice and say, “It was GREAT!”. I looked at her, laughed and jokingly called her a liar.
This got me thinking, how often does this happen in my business? I have to depend on my customers to tell me the truth. This is the only way I can truly measure if I am doing a great job. Not telling the truth about a service hurts the business and the success of others. My friend may have not wanted to hurt the server’s feelings, but her dishonesty could eventually cost that person their job. If they don’t correct their quality or make it better, the reviews can kill their company, resulting in a loss of jobs. Then I thought, how many customers actually tell the truth? Or are they afraid they might hurt your feelings?
I think it’s important to make your customers feel safe and valuable. Then, when you ask them about their experience, you’ll get the truth. You want their honesty so you can improve. At DentalPost, our core values are improving lives; obsessed with finding a better way; passionately engaged; listening; and owning it. These are the values I’ve built my business on, instilled with my team and guides my way through life in family, relationships and business.
Posted March 3, 2021
Recognizing your dental team for their hard work over the year is quintessential to having a successful practice. Mother’s Day and Father’s Day are great examples of appreciation days for […]