Combining clinical excellence and compassion
What can you tell us about your background?
I was born and raised in Baltimore, Maryland. I attended college, dental school, and my postgraduate endodontic residency at the University...
What can you tell us about your background?I grew up in southern Orange County and earned a bachelor’s degree in biology at San Diego State University in 1983. There I met my future wife, Kim, at the...
Focus on family, patients, friends, growth, and community
What can you tell us about your background?
For as long as I can remember, I wanted to make people smile. I always loved getting the class laughing in grade school. Looking back, I am sure...
Dr. Robert Slosberg facilitates accurate mapping and obturation of the resportive defect with CBCT imaging
AbstractA patient presented with advanced internal root resorption of tooth No. 9. The prominent location of this tooth...
Drs. Brian Shaughnessy, Margaret Jones, Ricardo Caicedo, Joseph Morelli, Stephen Clark, and Ms. Jennifer Osborne review the occurrence of teeth presenting with condensing osteitis and their associated pulpal diagnosis over a 2-year period.
Dr. Andrei Zoryan dispels some of the common myths surrounding carrier-based obturation
Carrier-based gutta percha
Carrier-based obturation (such as Thermafil®, GT® obturator, ProTaper® obturator [Dentsply Tulsa Dental Specialties]) is one...
In part 2 of his series, Dr. Ace Goerig suggests ways to reduce stress in the practice
Almost all endodontists could be completely out of debt and on the way to financial freedom within 5 to 7 years if they only knew the secret. But the secret is...
Dr. Robert Fleisher ruminates on how to prepare for retirement
There are so many articles about everything that you become pretty much overwhelmed and can never expect to read them all. So you pick and choose. You like to learn about the latest and...
Dr. Roger Levin presents the 10 top ways to help create a perfect dental team
With the changes brought on by the economy, top companies are bringing in the best resources they can find to evaluate where their organizations stand. They want to know...
Lina Craven of Dynamic Perceptions explains the importance of valuing your patients and reviewing how they are prioritized within the day-to-day running of your practice
Where do your patients fit in your list of priorities?
We all talk about how quickly time goes by. The days merge into weeks, which pass into months, and before we know it, we’re left blinking in the glare of a new year with little to show for our efforts. Each day is a litany of unfinished tasks: staff management issues, technical woes, marketing initiatives, legal updates, financial management…all demanding our undivided attention. But I wonder how often, and at what level of importance, do customers feature in your list of priorities? The patient journey is a phrase frequently used in the dental industry; yet in my experience of visiting practices, a truly patient-focused approach remains quite rare. In a recent study by Bain, 80% of business leaders believed their companies were doing a good job in the way they treated customers, but only 8% of customers agreed.
The purpose of this article is to encourage you to question how highly you value your patients and to review how they are prioritized within the day-to-day running of your practice.
Focus on determining what your patients want! Ask them by: conducting regular satisfaction surveys, providing a “simple complaints management process” and ensuring that it is given the highest priority; speaking to patients as much as you can, and finding ways of getting team members to filter their conversations with patients back to the whole team.
One person’s views about your practice can really affect your success, particularly if you are a community-based practice. There is massive power in word-of-mouth marketing, which has even been recognized by highly successful marketing organizations like Procter & Gamble. A recent report indicates that UK retailers have seen a 56% increase in the conversion of website visits to purchases following the addition of customer-reviews to their sites.
Give your patients what they want, and then get them to shout about it. By doing so you could wipe a whole lot of tasks from your marketing checklist!
You should create a culture within your practice that aspires to perfection and, in that way, everyone is constantly challenged to seek out better ways of doing things.
In World War II, parachute packers took enormous pride in their 99.9% quality levels. In their view, 1 paratrooper out of a 1,000 was not a bad failure rate. The quality inspection was then changed. Once a week, the packers would be asked to make a jump with a parachute chosen at random, and guess what─the error rate vanished!
So, would you consider you are delivering a great service if you received a score on your customer satisfaction survey of 95%? If you have 2,000 patients, that would mean 100 were dissatisfied. Is that an acceptable number? No matter how many patients leave, they will need to be replaced before you grow one bit! It has been estimated to be five times more expensive to find a new patient than it is to keep your current ones happy─and it’s more efficient, too.
Aspiring for perfection could knock a whole load of tasks off that daily things-to-do list!
What do practices providing great customer service do differently?
If you had to break your to-do list down into categories, this is how I would suggest you head each section. Anything that doesn’t fit neatly within one of these titles should probably not be on your list of priorities!
Your practice will flourish when you champion the spirit of the individual while uniting the whole team behind a common and compelling purpose─the complete satisfaction of your patients.
Better still, by pursuing that goal, you have now reduced that never-ending to-do list down to one crucial task, and that can be shared equally among every member of your practice team.
There is always too much to get through in the space of one day, and it’s easy to forget the wants and needs of the people who figure most in your pursuit of success─the patients. I hope this article has given you food for thought and helped you to reassess your approach toward the pursuit of perfection within your practice.
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