Dental Coaching–A Dental Blog with a Coaching “Twist”
IDEA: How often do your patients voice their complaints…really? How vocal are you? Typically most of us don’t complain or even make a whisper. What we do do….we don’t go back to that business again. For many of us, rather than make a stink, we just stop being a customer or patient.
QUESTION: What can you be doing in your practice to discover if your patients have complaints? How responsive are you and your team to resolving patient miss-perceptions?
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 A broken window is a metaphor for an actual broken window, an unorganized reception area, or an outdated office policy.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?