What Dentist’s can learn from Panera
“We’re contrarians to the core”says Panera Bread CEO Ron Shaich; “In a world where everone is cutting back, we want to give more.” Instead of slashing prices during the recession, Shaich raised them twice in the last year. The results: the company is growing; outperforming all major restaurant stocks in the past decade with an annualized growth rate of 31.5%. An article in the USA Todayby Bruce Horovitz articulates what is Mr. Shaich is doing. As a dental coach, I challenge you to review and ponder that you might emulate in your dental practice?
- “Time to increase the food experience…that’s when consumers least expect it.” What can you do to “increase” the dental experience? Every time, without fail, greet patients by name? With a persistent consistency call your patients at the end of the day? Utilize aromatherapy? Provide umbrellas to patients for the surprise rain storm? Explain all fees in advance of scheduling treatment with clear, written financial arrangements? What else can you think of?
- “Create a casual yet comfortable place where folks could eat fresh-baked artisan breads.” How casual and yet comfortable is your office environment? Forget the bread and focus on their head. Is it a place for health-oriented, like-minded people to gather? People who want to keep their teeth a life-time and mirror your core values? What can be done to pay very special attention to the guests that enter our office?
- Instead of cutting back…how can you give more? More personal attention? More attention to amenities in the patient restrooms; treatment rooms; or reception areas? What if you provided free Wi-Fi to your guests? How about surveying your patients to discover what they want?
As Horovitz says of Ron Shaich: “he cares; he talks to employees; he’s a blend of courage, nerve, and chutzpah.” What can you learn from this man who refuses to put scaled-back Paneras in airports because they’d be a shadow of the real thing? What is your real thing?
Short Notice Cancellations & Failed Appointments
Clients report to me that one of the most challenging issuces they deal with in their dental practices is with patients who fail to show up or cancell at the last minute. They argue it costs them thousands of dollars each month; disrupts the schedule; and creates conflicts between the office/doctor and patients. As their dental coach I invite them to think about establishing “boundaries” around what is acceptable behavior and protocol. The response: “are you nuts, I don’t want to upset the patient…they may leave the practice.” I remind them that if they continue to do what they have always done they will continue to get what they have always gotten. Additional lost income and upset.
I was recently on vacation at one of my time-shares in Arizona. The facility offered massage services. Below you will read their “Massage Therapy Procedures”. Tell me what you think about these “boundaries.”
- Please be on time for your appointment, as ending times cannot be extended.
- Before you arrive, please be showered and use the restroom.
- Payment for services may be either: room charge or cash only.
- 24 hour cancellation policy: if you cancel your appointment within 24 hours, there will be a 50% surcharge to your room.
- No Show: if you don’t show up, or cancel within one hour, there will be the full service fee added to your room charge.
If you think this is offensive then why were all the beds full and a wait for reservations? Here is the coaching question: what can you take from these Massage Therapy Procedures and apply to your dental practice when establishing boundaries around your Short Notice Cancellations & Failed Appointments? Please reply in the comment section below to share what you do in your office.
How are you with your Core Values?
When it comes to operating you life and your business using your core values, how are you doing? Take a moment to assess by checking off those that apply :
Core Values Personal Assessment
Personal Balance: I have a rewarding life outside of work.
High Productivity: I know my goals and reach them consistently.
Self-Management: I’m always on time and ready for meetings; no rushing.
Communication: I always come from a positive place, solution oriented.
Healthy Boundaries: I don’t tolerate much or suffer at work.
Quality Work: My personal standards are very, very high.
Take Initiative: I don’t wait, I act immediately.
Manage “Up”: I put myself in the shoes of my staff/customer and manage from there.
Team Work: I focus on people and results; not just results.
Career Path: I have a clear plan for my career path.
____ Number checked (10 max)
1-2 Wow, where am I? Think I better just stay in bed.
3-4 I can get out of bed but I don’t know where I’m going or even what
day it is. Call your coach immediately.
5-6 I can take food by mouth and function well enough to get through
the day and fake that my life is great. Consider hiring a coach.
7-8 I’m doing pretty well, yet I really could use some help.
9-10 Jump back, I’m riding high. Every day is euphoric.
Recipe for Success
Success in any career or life endeavor is a function of your attitude. Take a look at the two recipe’s below and decide which one is more delicious:
RECIPE for FAILURE: 1) dream a small dream; 2) procrastinate thinking about it; 3) watch TV and goof off till you forgot you even had a dream…Yield: a humdrum life.
RECIPE for SUCCESS: 1) take a dream; 2) mix it with motivation + ACTION; 3) add long hours of practice + discipline…Yield: your goal, whatever it may be.
Self Appraisal– for your dental practice
I received from a dental friend of mine an interesting e-mail message. It struck me that it has great application for any of us in business as well as those of us in dental practice. Take a moment to read the message below and then decide how you might appraise how well we you’re doing in serving your dental patients.
“A little boy went into a drugstore, reached for a soda carton and pulled it over to the telephone. He climbed into the carton so that he could reach the buttons on the phone and proceeded to punch in seven digits (phone numbers). The store owner observed and listened to the conversation:”
Boy: “Lady, can you give me the job of cutting your lawn?” Woman: (at the other end of the phone line): “I already have someone to cut my lawn.” Boy: “Lady, I will cut your lawn for half the price of the person who cuts your lawn now.” Women: “I’m very satisfied with the person who is presently cutting my lawn.” Boy: (with more perseverance): “Lady, I’ll even sweep your curb and your sidewalk, so on Sunday you will have the prettiest lawn in all of Palm Beach, Florida.” Woman: “No, thank you.”
With a smile on his face, the little boy replaced the receiver. The store owner, who was listening to all of this, walked over to the boy.
Store owner: “Son, I like your attitude; I like your positive spirit and would like to offer you a job.” Boy: “No thanks.” Store owner: “But you were really pleading for one?” Boy: “No sir, I was just checking my performance at the job I already have. I am the one who is working for that lady I was talking to.”
What would be the value for you to self appraise what’s going on in your business?
Don’t Forget You!
Dr. Eric, one of my successful clients had a banner month in June (hey, I thought we were in a lousy economy). We discussed what he was planning to do to acknowledge his dental team members. I then asked him what he was going to do to acknowledge himself. He paused and declared he didn’t need to do anything, “after all he remarked, that’s my job.” As his dental coach I quickly reminded him the value and importance of awarding recognition to his personal accomplishment. After much discussion, Dr. Eric came up with a great idea. He calls it “The Frivilous Fifty!” He will be spending some vacation time with his son this week and has agreed when he finds something that he typically would not buy, he will spring up to $50 to gift himself. Not a major purchase, just an important one. Dr. Eric inspired me with his “Frivilous Fifty”. When you achieve some milestone or achieve an objective, what can you do to not forget you? Consider “The Frivilous Fifty.”
Any time you think the women in you life don’t make a difference. Take a picture of your wife and your Mom and you will see things through a different lense. Both thes ladies have made my life a joy to live. Thank you Sweetness (Trish) and Mother Shirley. “HOT”; and intelligent; and remarkable; and intuitive; and you add the ending………..fails to describe these ladies. Thank your Trish & Shirley for a wonderful 4th celebration.
Our Legacy
I recently published a book (limited edition) of my Memoirs written specifically for my two daughters and their children and their children. The purpose was to pass onto the family the values; the challenges; the insights; and the love that has been the genesis of our family. Writing a book about yourself can feel uncomfortable and egotistical, yet when you clarify the “purpose” of this writing, it truly becomes a labor of love. It enables you to tell the story about your life and the impact that others have had on your life and the outcomes, both ugly and beautiful. It gives you the opportunity to pass on life’s lessons. While I will not bore you with the stories nor the process of developing and delivering this kind of a gift to your children, I will offer up the opportunity to those who might be interested some personal introspection and ideas. If I discover there is a “thread” to this post I will continue. If there is no interest then…..
Dr. Ron signing his Memoir book for his daughters
Here is a photo of me signing my books at my very first Dr. Ron’s Book Signing on June 21st, 2009.