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Dental Coaching–A Dental Blog with a Coaching “Twist”
IDEA: Patient perceptions are critical as it is through their perceptions that they draw conclusions. It happens in the blink of an eye; when you least expect it; and it may seem innocuous. Your patients perceptions will revolve around their perceptions.
QUESTIONS: what are you doing in your practice to create positive patient perceptions?
Dental Coaching–A Dental Blog with a Coaching “Twist”
IDEA: when a patient calls for a New Patient exam and they are told the next opening is in 4 weeks…that’s a broken window. When the doctor “snaps” at an assistant within ear-shot of a guest or worse yet, in the presence of a patient…that’s a broken window. A broken window is a metaphor for an actual broken window, an unorganized reception area, or an outdated office policy. I find them in most places…and much less so in the successful customer-centric dental practices.
QUESTION: what is the perception your patients have of your business? How do you know?
Dental Coaching–A Dental Blog with a Coaching “Twist”
IDEA: I’ve been writing about the Broken Window concept. These windows can be actual broken windows or metaphorical. When looking for these broken windows they don’t have to be big things. Typically they are small things that are noticed in a BIG way by your patients. They are those seemingly unseen or innocuous items that are easy to walk past. Like the pile of cigarettes that someone decided to dump in your parking lot right at the front of the entrance to your office; the loose handle to the front door; or being put on hold for what seems like an eternity. All giving ideas to the perceptions your patients are developing about you.
QUESTION: What are your patients perceptions? Are you guessing or do you really know? What is your attitude or the attitude of your team members when they see this pile of cigarette butts in the parking lot? “That’s not my job!” or “hey, I need to get out there with a shovel or broom and clean up this mess…it is a bad image for us?”
Dental Coaching–A Dental Blog with a Coaching “Twist”
IDEA: Small things in our dental practice can make a BIG difference to the success or non-success of our business. Torn, tattered, and outdated magazine in the reception room; the smell of eugenol; or an unkempt patient bathroom can lead your patients to believe you don’t care much about sterilization, cleanliness, and organization. The perception can then be you must not care about your patients. It may give the idea that standards are lacking in your practice.
QUESTION: When was the last time you took “inventory” of the appearance of your reception room or patient bathroom? How would you feel if you were visiting another professional and saw what you saw in your office? What are you willing to do to “fix” these perceptions if they need attention?
Dental Coaching–A Dental Blog with a Coaching “Twist”
IDEA: The Broken Window theory comes from the work of criminologists who learned that when “things” are broken, out of order, not tended to, it serves as a signal of something more sinister below. Michael Lavine in his book Broken Windows Broken Business shows us how this same theory applies to our dental practices. He is telling us we better be paying close attention…not casual attention to the Broken Windows in our offices.
QUESTION: are you paying attention to your restrooms in your office? Have they ever run out of toilet paper and the patient has to come to you for refills? Are the sinks dirty? Is the trash basket full of refuse? Does it stink? Spots all over the mirrors? While you think this is no big deal…..think again. It signals to your patients that the doctor and team aren’t paying attention to details. Could it be that they don’t clean (sterilize) the instruments they put in my mouth? Perceptions.
Dental Coaching–A Dental Blog with a Coaching “Twist”
IDEA: The Broken Window theory first advanced by criminologists James Wilson and George Kelling and then expanded by Michael Levine in his book Broken Windows, Broken Business tells us how to select the businesses we choose to shop. If something small and seemingly unimportant like a broken window, worn carpets, faded drapes, or nasty employees is permitted to go on without repair, the damage can be disastrous to your business. Perception is everything. With this as a backdrop, I will be discussing this Broken Window theory as it effects yours, mine, and anyone’s business. I encourage you to dialogue with me.
QUESTION: what is broken in your business? Take an inventory. Look from top to bottom and then sideways. Make a list. We will talk more in future posts.
Dental Coaching–A Dental Blog with a “Twist”
IDEA: Napping prepares the mind for fresh thoughts. I find when I go and go and go and never take time to “refresh” or simply get off the gerbil wheel if for only a half hour, I get bogged down and my progress seems to stall. I have come to the belief, even as a young dentist, that taking short power naps, if for only 20 minutes has a way to shine a new light on my day, my challenges, my frustrations.
QUESTION: What do you do when you need some down time to clear the mind and get refreshed?What has worked for you?
QUESTION #2: Is there anyone out there? I’d love to begin some type of a dialogue. What are your challenges in your practice?
Dental Coaching–A Dental Blog with a Coaching “Twist”
IDEA: Don’t start economizing when you are down to your last dollar. I speak with dentists who tell me their business is off 30 to 40 percent. When I ask them what they are doing about this situation. Many times they tell me: “I’m cutting way back on my marketing and cutting my staff hours.” I shake my head in incredulity. Why would someone choose to reduce the critical investments (marketing and service) that have more positive impact on the business than any other? I see the practices that have weathered this recession; the ones that have met and are exceeding their projections are the ones who have strategically invested in their marketing and team training. Period.
QUESTION: How successful is your current marketing program in generating interest in your practice? Where is your major emphasis–external or internal? What percentage of practice receipts have you allocated to marketing? What are you doing to track the return on investment for each marketing initiative?
Dental Coaching–A Dental Blog with a Coaching “Twist”
IDEA: Look for the niche in life that will make you the happiest. It appears that so many people in so many jobs/careers are “disengaged” from their work. You see it in retail, in corporate America, in the grocery stores, and often in dental offices. Those people who seem to be just “floating” by simply counting the minutes on the clock when they get to go home. In my coaching with my clients I am continually coaching them to be on the lookout for the “engaged” employee. You know them. They are the ones who do more than asked; their smile is part of their uniform; they want to be of service; they ask questions; they want to grow personally and professionally. They are happy and joyful in the idea that they get to make a difference for others. They found their niche that enables them to light up a room when they enter.
QUESTION: How well am I describing you?
Dental Coaching–A Dental Blog with a Coaching “Twist”
IDEA: Success is never attained through mediocrity. Have you ever been around others who honestly believe that “okay” will be just fine? That’s good enough to get by? What thoughts do you have to overcome mediocrity?
QUESTION: When is “okay”, okay?