Occasionally I get hired by a dentist who wants to improve his practice, and the staff revolt against the thought of having a coach come in and tell them what they could be doing better.
And when this happens the dentist has two choices:
Cancel the coaching and continue doing what hasn’t been working with the team that needs improvement
Work with the coach [me and my team] to help his team with the areas of their performance that could do with some improvements.
Guess what often happens?
The dentist decides that the things that bothered him about his practice aren’t really that bad and that the INITIAL PAIN that his team will experience by having the coach come in and make suggestions is not worth the DISRUPTION to the stability of his team…..
Despite the fact that his team is clearly UNDERPERFORMING and this is what prompted the dentist to seek out a solution in the first place.
And so the practice slips back into its cesspool of mediocrity, knowing that what it is doing and delivering to its customers is far from EXCELLENT and most probably far from ADEQUATE.
And if the practice is not doing the best it possibly can, then it must be upsetting a certain number of its clients every day, just by the way that it passes off AVERAGE and BELOW AVERAGE as being GOOD ENOUGH.
Because today more than ever, being AVERAGE is not GOOD ENOUGH.
And these upset customers take their business and go elsewhere….
There are two types of people in this world…
There are two types of people in this world…. those who want to get better at what they do, and those who do not.
As an employee, which type are you?
Are you the type of employee who brings nothing to your job, wants nothing from your job except a paycheque, and doesn’t want to have to do any extra or give any extra than bare minimum?
Or are you the type of employee who is striving to improve, who wants to get better at what you do, and wants to have a lasting impact on the people you work with, the people you work for, and the customers you serve?
As a business owner, which type are you?
Are you happy that your business is just surviving, or is good enough?
Is your business struggling?
Is that what you want?
Or are you the kind of business owner who wants to make today a better day than yesterday, and wants to make tomorrow a better day than today was?
Are you the kind of business owner who wants to own the best business you possibly can?
I’ll tell you what sucks…
What sucks is when I see a recalcitrant team of militant underperformers threaten their boss that it’s either the coach goes, or they go.
Because from experience, as both a practice owner and as a coach, I can tell you that the financial benefits of cleansing a practice of mutinous recalcitrants and replacing them with enthusiastic conscripts committed to improvement far outweighs the short term pain of any personnel disruption.
And in fact, what we often see is that the departure of one dominant “Mother Hen” style employee from an underperforming business is sufficient to immediately relieve the team of its blinkered “that stuff doesn’t work” attitude.
What it’s like…
What is it really like?
Let me tell you this:
It’s like riding a zip-line….
It’s like parachuting…
It’s like eating an oyster…
The thought of the new experience is uncomfortable, but it’s never as bad as what you feared, and once you’ve done it, you’re actually glad you did it, because having done it, things are so much better.
*****
LIVE Workshop: Dr David Moffet and Jayne Bandy:
“How To Easily Run, Maintain And Grow The Ultimate Dental Practice In 2022 and Beyond”
If you’re sick and tired of drilling all day long, and not having anything close to what you deserve, to show for it… or if you’ve ever wondered, “What can successful dentists POSSIBLY know, that I don’t?”… then register for this LIVE workshop Thursday April 28, 2022 in Brisbane QLD
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.
How does a dental practice owner go about taking his practice from having few processes or even no processes whatsoever, to a practice that runs like a well-oiled machine operating on a carefully thought out sequence of logical systems?
The transition that a dental practice must move through from being a disorganised rabble to becoming a well-planned sequence of necessary logical processes is one that every dental practice needs to traverse to ensure that it functions smoothly and seamlessly.
Building a functional well-oiled machine is a systematic process, that can be done.
And we know that every dental practice has the opportunity of creating it’s own blueprint for operational success.
We already know and understand that the establishment of a community’s respect towards their dentist can be affected in both positive and negative ways.
Having well-structured and logical systems that flow smoothly and allow your dental practice to function like a well-oiled machine goes a long way towards building that respect from your community.
A dental practice that has created a blueprint of logical systems of operation will definitely operate with smoother flow than one with no processes, creating greater profitability for the practice, and ultimately unleashes the practice to live up to its maximum potential.
Experiential Standards.
All businesses and organisations need structure to operate effectively and efficiently.
The logical systems of each business, and the complexities of those systems, is what separates the great businesses from the average businesses, and also from those businesses that struggle.
Businesses that struggle usually do so because they have no structure and standards under which they operate.
These poorly organised businesses usually are operating with highly disjointed functionality, and are rarely profitable because of their lack of processes.
Every business tries to put forward some form of “list” of OPERATIONAL STANDARDS, that it thinks it needs to do to function as an “organised” business.
However these piecemeal lists are usually so incomplete that they often aren’t worth the paper that they’re written on.
What these businesses are trying to create is a list of their thoughts of things that they must do or shouldn’t do so as not to go bankrupt.
When what they really need to be doing is creating a complex BLUEPRINT OF EXPERIENTIAL STANDARDS, that clearly defines the FEELINGS that the practice should be attempting to create for their customers each and every time that those customers come in contact with their dental practice.
An EXPERIENTIAL STANDARD is defined as a standard that your dental office sets for a task that is a regular item for YOUR OFFICE to perform, but is not something that the average dental office out there would consider performing.
[An Operational Standard, on the other hand, would be a task or procedure that would be performed in every dental office, no matter where that office was located.]
The sought after well-respected dental practice in the community is where it is because it operates on a COMPLETEBLUEPRINT that covers all situations that can occur in the day-to-day operations of the dental office. At any point in time that dental practice can seamlessly swing into a systematic response that always has the customer in awe of the business’s logical systems and processes.
Having the necessary blueprint in place is no accident.
The dental practices in your community that have established their position of standing are operating using a SOLID BLUEPRINT of logical systems and standards.
In order for your dental practice to unleash its maximum potential, it needs to be known in your community as THE dental practice that CONSISTENTLY OPERATES using those LOGICAL SYSTEMS that continually produce only the best outcomes for your patients..
So with that in mind, may I ask you a question…
On a scale from one to ten, how well do you believe that your dental practice has a COMPLETE BLUEPRINT of LOGICAL SYSTEMS that consistently produces only the best experiences for every one of your patients, each time that those patients visit your practice?
On the scale, a score of one is where you don’t believe your practice has any form of logical blueprint, and a score of ten is a state of mind where you and your team believe unconditionally that there is no other dental practice in your community that operates using the standards that your practice does on a consistent and regular basis?
Where do you believe that your dental practice is on that scale from one to ten?
Our signature program, The Ultimate Patient Experience, helps our clients create and deliver the necessary processes to create ALL OF the logical systems for the blueprint they need for their practice that helps each of our clients to improve how smoothly their practices operate.
A dental practice that operates as smoothly as a well-oiled machine does so because of its logical systems and its complete list of Experiential Standards that it delivers consistently to each of its patients.
And those systems and standards determine the strength of the dental practice’s BLUEPRINT.
Establishing that complete list of EXPERIENTIAL STANDARDS in your practice is the second accelerator we apply to the lever that transforms your dental office into that well-oiled machine, helping your dental business on its way to unleashing its maximum potential.
********************
LIVE Workshop: Dr David Moffet and Jayne Bandy:
“How To Easily Run, Maintain And Grow The Ultimate Dental Practice In 2022 and Beyond”
If you’re sick and tired of drilling all day long, and not having anything close to what you deserve, to show for it… or if you’ve ever wondered, “What can successful dentists POSSIBLY know, that I don’t?”… then register for this LIVE workshop Thursday April 28, 2022 in Brisbane QLD
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.
A couple of weeks ago I wrote about a dentist friend of mine who had a less than first class experience when purchasing some diary refill pages from a fancy French fashion store.
The funny thing was [funny coincidental, not funny ha-ha] that on this day, not only had the dentist purchased refill pages for his own diary, he had also purchased agenda pages for his wife’s smaller leather bound agenda as well.
Now that day, the pages for the wife’s agenda were available in the store, and were dutifully located, and gift wrapped for the dentist and his wife to take home, while the pages for the dentist’s agenda were back-ordered and shipped [as previously discussed].
And of course the size of the refill pages was checked by the store to match past orders from previous years for the same sized refills.
So fast forward….
So the gift wrapped pages for the wife’s agenda were placed under the Christmas tree and although not opened on Christmas Day, were opened [officially] on January 1 for the purpose of being placed into the agenda folder to celebrate the New Year.
But there was one slight problem…
The agenda refill in the gift wrapped box was not loose single pages with holes for a ring binder [product RA4252], but rather a bound booklet of the same size with no holes punched [product RA4522].
A completely different product, sadly.
The thing was, the dentist really hadn’t planned to need to go anywhere near that store on his next visit to Sydney, but because of the store’s RIGID return policies [returns needed to be done in person], the dentist was now heading back into the city to exchange his own incorrectly filled order.
So it now meant the dentist had two errors in supply to rectify.
[And it was a real inconvenience for that dentist to have to PERSONALLY exchange the incorrect goods, when shipping them would have been a more practical solution.]
But hand deliver them he did.
And thank goodness, because when the dentist did visit the store, the store was able to RISE TO THE OCCASION with their Service Recovery processes.
Firstly, the employee that the dentist had been communicating with about the errors had arranged for the store manager to greet the dentist on his arrival, and to apologise immediately for the poor experience that the dentist and his wife had been subject to.
Secondly, the store manager had been able to locate agenda pages for 2022 for the dentist’s agenda folder, so he was able to leave with those correct pages that day.
Thirdly, the store manager back-ordered the smaller agenda pages that the dentist’s wife was in need of, and arranged for them to be couriered to the dentist’s home.
And fourthly, the store manager enclosed a gift of a small bottle of exclusive French perfume for the dentist’s wife as the store’s way of saying “Sorry” for all of the hiccups that had happened during what should have been a very straightforward buying experience.
The perfume was expensive.
And was wonderful….
All in all…
All in all, at the end of it all, there was peace again in the world.
Although initially it was far from a Five Star Buying Experience for the dentist and his wife, ultimately the apologies and the wonderful gift of the perfume were sufficient as a Service Recovery process to appease even the most discerning dentist.
Amen.
And that’s the point:
Although your customer may be disappointed with your business’s original service defect, they will be in AWE at the way your business SEAMLESSLY swings into SERVICE RECOVERY MODE to make things right, no matter what.
*****
LIVE Workshop: Dr David Moffet and Jayne Bandy:
“How To Easily Run, Maintain And Grow The Ultimate Dental Practice In 2022 and Beyond”
If you’re sick and tired of drilling all day long, and not having anything close to what you deserve, to show for it… or if you’ve ever wondered, “What can successful dentists POSSIBLY know, that I don’t?”… then register for this LIVE workshop Thursday April 28, 2022 in Brisbane QLD
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.
You can order your copy here: Click Link To Order
You can order your copy here: 
