Is your business missing out on procuring clients and customers while you chase after everybody you possibly can?
The reason I ask this is that from time to time I see dental practices trying to be everything to everybody, and in so doing end up repelling a lot of potential business from patients who are seeking a specific type of dental practice to visit.
And it really is crazy to see this happening, where dental practices are repelling their “ideal” patients while they try to chase every patient they can chase.
There is no logical reason to think that you need to be everything to everybody.
A colleague of mine once said that rather than trying to be able to do everything for everybody, he’d rather be really good at a select few procedures and do those procedures very well, and refer out to others the dental procedures that he did not wish to try to master.
And sometimes I will see the situation where several dentists in one practice become “superior exponents” of one or two different dental procedures each, so that patients in that practice can be referred internally from one dentist to another, depending on the particular treatment that this patient needs to be getting done.
In both these cases, patients know that they will always be getting the very best of care from their dentists, rather than having a dentist who wants to literally “give something a go every time and see how things turn out.”
Now, it is true that some dental practices in rural locations do need to be able to master a few more procedures than their city colleagues have to, because of geographic isolation from specialists, but in most cases, the logical decision as a dentist is to do for your patients those procedures that you are good at and that you enjoy doing, and refer out those procedures that you know the patient will be better off seeing a specialist for.
Learn those procedures you want to provide.
And in the best interests of your patients, refer out those procedures you don’t like doing.
It’s really quite logical.
*****
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.
An important quote came across my desk last week… well actually, it appeared on my phone, while I was having lunch in the kitchen, but you get the picture…
And the quote read:
“It is more important to be a good person than it is to be a good tennis player.” – Ash Barty
Which is something that is easily achievable for me because I am a lousy tennis player. I can’t run and I can’t serve. And I can’t volley.
However, the quote has a deeper implication than its literal meaning.
The quote is really telling you the reader to be a good person over and above whatever else you do.
The quote is really raising a hand, or raising a finger, at those who have a WIN AT ALL COSTS approach to life, and who leave a trail of devastation and destruction in their paths as they travel on determinably.
Sure, life is about results, but it is also about relationships as well.
And when the quest for results comes at the expense of relationships, then you’ve got to ask the question as to whether that sort of person who behaves in such a mercenary manner, is the kind of person that you really want to be around?
Do you want to have someone like that as a friend?
Do you really want to do business with someone who behaves so clearly in such a mercenary manner?
As a business owner, do you think that being known as a nice person is more desirable than being known as a not so nice person who is good at his craft?
Business owners do need to be strong, but not at the expense of being nasty at the same time.
You should always be fair.
But you can be firm and fair at the same time.
And when you do, you will be respected for being fair…
*****
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.
One of the key factors or accelerators for your business to unleash its maximum potential is for your organisation to be known for its ability to easily and simply operate with a seemingly endless array of ABOVE AND BEYOND experiences that have the ability to WOW your clients, customers and your patients and have them stop dead in their tracks and think:
“How the heck did they know to do that?
ABOVE AND BEYOND experiences are simply random acts of heroism that your team deliver that provide legendary service to your customer.
Looking out for opportunities and being able to deliver ABOVE AND BEYOND experiences when those opportunities arise is a non-negotiable ideology that your team members and your business live by that if ever an opportunity presents itself, every team member is empowered to seize that moment and deliver a WOW experience to that customer that has the customer saying to themselves:
“These guys are truly different here.”
And that’s the point:
Are each of your employees empowered and inspired to exceed your customers’ expectations whenever an opportunity to do so arises?
Are your team members fully aware of all of those opportunities of heroism that they are able to deliver to your customers at each and every stage of the customer’s visit to your practice?
It is imperative that all team members are fully aware of all of the most common opportunities where they can really deliver heroic service to the customer.
Do you have the systems in place in your team’s education that empowers each team member to recognise all of those opportunities?
A fully empowered team working with a well structured blueprint of World-Class Methodologies will always operate in a low stress manner with seamless, smoother flow to help the dental practice truly realise its maximum potential.
Secret Service Information
One of the methodologies we teach that is truly world-class is the use of SECRET SERVICE SYSTEMS that allow our business to truly AMAZE our customers with our FIVE-STAR levels of service.
This involves a detailed process and awareness of using and implementing hidden systems within our operations that enable our team members to consistently exceed the client’s expectations and to make every client feel welcome, comfortable, important, and understood.
Offer the Offer
Being able to OFFER THE OFFER, allows each team member the opportunity to make an offer to their patient, that is rarely taken, where the offer of the offer is just as good or if not better than the doing of the offer.
Knowing when to use the OFFER THE OFFER opportunity, and knowing not to overuse it, is also a strategic piece of the World-Class Methodologies that we empower our team with.
The controlled implementations of Secret Service Information and consistently Offering The Offer strengthens the relationships between each customer or patient, and each team member, and with our dental practice.
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 is known for its WORLD-CLASS METHODOLOGIES and for repeatedly being able to provide experiences to its customers and patients that are ABOVE AND BEYOND anything they have ever experienced anywhere else and would expect from a visit to a dental surgery?
On this scale, a score of one is where you don’t believe your practice has any form of logical systematised ABOVE AND BEYOND processes in place, and a score of ten is a position where you and your team believe that your practice does indeed operate under a watertight and complete system of WORLD-CLASS METHODOLOGIES that allows your team to always deliver a FIVE STAR EXPERIENCE to each and every patient, each and every time that they visit your dental practice?
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 all of the necessary processes to consistently create FIVE STAR EXPERIENCES for each and every patient.
A dental practice with a powerful and empowered team that operates as smoothly and with less stress because of its complete systems of WORLD-CLASS METHODOLOGIES will definitely unleash its maximum potential.
Creating that detailed list of Above and Beyond Opportunities in your practice is the third accelerator we apply to the lever that develops your dental office’s complete system of World-Class Methodologies 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.
Recently I wrote about a friend of mine who had his long-held appointment at his dentist cancelled on him by the dental office with only a few days of notice. And due to a labour crisis, the dental visit was then rescheduled for another six months down the track.
The labour shortage had dictated that rescheduling my friend, their patient, this was going to be the most suitable option for this dental office.
It’s an interesting concept, because the appointment with the dental office was related to the “health of the patient”. My friend was then wondering since it was now going to be twelve months between dental visits, whether he needed to visit the dentist on a six-month basis at all, or whether annually would be sufficient, moving forwards?
I know that motor vehicles that have reached five years in age require annual inspections to ensure those vehicles are roadworthy.
And most of the time a good vehicle will pass the inspection with “a clean bill of health”.
So could we bump out motor vehicle inspections to every twenty-four months?
Or is an annual vehicle check requirement part of a subliminal plan to keep the general public more attuned to a more consistent safety regimen?
After all, more can go wrong in a two year period than in a one year period, so when we think of cars, early detection would be more prudent, wouldn’t it?
Does the same thought apply then to dental office preventive care visits?
Should it?
Would it be OK for dental visits to be scheduled less frequently?
The thought that came to mind for my friend, with his dental appointment being rescheduled upon him, was the question of how much notice is sufficient notice when cancelling and rescheduling appointments, and what sort of time frame is considered insufficient notice?
I told my friend that as coaches, we have dental practice clients who bill their patients when those patients fail to attend their appointments, or cancel an appointment without providing sufficient notice.
And we often wonder how that plan is working for them?
Because if this financial punishment was working as a deterrent, then the financial penalty would not even need to exist anymore, would it?
What would be the definition of “insufficient notice” when cancelling or rescheduling a dental appointment?
Is it rude and insufficient for a client or patient to reschedule a morning appointment by sending an email message or leaving an answer-machine message the night before, knowing full well that the office won’t receive the message until the morning of the appointment, and are probably already prepared and waiting for the client?
In the case of businesses rescheduling clients or patients at short notice, is it appropriate to do so considering that the client may have had the appointment for months and organised a whole lot of other things to do or not do around that appointment, as a result of having due consideration for that appointment?
And where is the line?
Is giving less than forty-eight hours advance notice unacceptable when rescheduling or cancelling appointments, but giving fifty hours advance notice is sufficient, because it’s more than forty-eight hours?
An appointment made is an appointment kept
Shouldn’t an appointment made be an appointment that is kept?
Isn’t an agreement to keep an appointment just as important as any other agreement?
Shouldn’t your word be your word?
When it comes to making appointments, and keeping them?
Sure, there will be times when emergency events will arise, but putting it bluntly, people and organisations only make and keep appointments that they value.
And they will break and cancel and reschedule and put off appointments that they do not value.
In the making of appointments, it is imperative that all parties understand fully the purpose of the appointment, and the value of keeping that appointment, and any flow on consequences of failing to keep that appointment.
*****
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.
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