Your customer EXPERIENCE is your “Competitive Advantage”!

by Dr. Ron Arndt

Buying a bunch of “technology” for your practice, while important for the delivery of your care, has much less impact on your patient’s desire to continue care with you and your team. It’s the “experience” your patients experience.

Bonuses will never get the wrong person to do the right things. It’s the “experience” your team members get to feel. The easiest way to create a memorable event…provide lousy service. When you customize a service delivery you automatically create an “experience” (Hazelnut coffee with the patients favorite flavored creamer prepared for them). Teach the team to “stage” the “experience” like it is theatre (singing Happy Birthday while delivering a card or balloons at the end of their appointment).

grow dental practiceIf your business disappeared tomorrow, would anyone notice?

World-class is expecting the unexpected. Consider creating the position of Vice President of Memory Making; offer your team a Secret Service Allowance from $25-$100 per month per team member to be used at their discretion (consistent with your practice Core Values) and to be fully spent every month. The design of these ideas is to encourage your team to create “experiences” that your guests will never forget.

Coaching Action: devote a section of your monthly team meeting to “turning ordinary into extraordinary”. Come up with ways to make your guests visits a true “experience”.

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