With each change in season, business owners should take the opportunity to reflect on past months. Did I fulfill my goals? Was the team held accountable? What did we learn? And more importantly, what did we share from our learning with our team and our patients?
As continuing education junkies, we sometimes forget to share crucial information we’ve learned with our patients and our team. Particularly how our continuing education can enhance patient treatment and services. In today’s world we should always strive to exceed our patients’ expectations of our practice and services to make ourselves a ‘leader of the pack’!
The retail market has ghost shoppers that rate the overall experience and buying power of the consumer. The hotel industry has silent guests sharing how they were treated, their overall experience, and more importantly whether they would return! The list is endless as to how the world of consumers is raising the standard in which we all react to “customer service” and how educated those individuals are in the services being provided.
Researching websites looking at what your competitor is doing does not change or improve the customer service within your practice. If your team has not been trained to meet your expectations on a regular basis, they are probably no longer meeting the necessary standards of your practice. All too often we hear, “they are not listening to me,” or “they don’t want to change.” If you hear this, you might look more closely at how the team is being held accountable.
Team members should see the benefits of being part of a responsible, successful team and how becoming a more educated professional helps to raise the standards of customer service and clinical knowledge. Taking an individual out of their comfort zone is a little unnerving, but with patience and time it will result in a professionally-educated, empowered individual that you are proud to have on your team.
Patients focus on the entire team when they consider “customer service” because “what happens in the mouth stays in the mouth.” Look at enhancing your practice image with exceptional customer service. As the leader of the pack you must always be looking at how you are being perceived and how you will implement any necessary changes.
Your challenge is to remember – changes can only start with me!
Posted November 05, 2019
Long before most patients visit a dentist, they try to take a look at a map. They need to know where the office is located, and those that don’t show up rarely get contacted. If you want to literally put your dental office on the map, you need to invest in local search engine optimization […]
Posted June 21, 2019
Spend more time with family. Have more time to pursue hobbies, go back to college, or write a book. Earn extra income to supplement your current job. Why do you want to temp as a dental assistant or hygienist? Temping in a dental office can be a super-convenient way to earn while maintaining a flexible […]
Posted May 24, 2019
So you’ve decided to find a new job—only to discover that the market is scarce. Job markets (like any market) ebb and flow. Some months, like September and October, are better than others because a lot of companies want to hire before the frenzy of the holidays. Other months, like June and July, aren’t so […]