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It’s all about change.

Posted July 8, 2015

Margaret McIntyre

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!


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