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.
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