Dental Practice Management and the Biltmore Home
Trish and I had a wonderful time visiting the Biltmore Home in Ashville, North Carolina. Imagine this: it has four acres of floor space; 250 rooms; 33 family and guest rooms; 43 bathrooms; 65 fireplaces; three kitchens; and an indoor swimming pool…and it took 1,000 workers, laboring 10-hour work days, 6-days a week for 6 years to complete. When the then, 33-year old George Vanderbuilt moved into the home, it was Christmas eve 1895! Extraordinary wealth. What made the visit to the mansion so amazing were the tour guides and every one of the current employees of the Biltmore Home that we came into contact. Never a frown–always a smile; never a “I can’t do that”, rather, let me help you; never an uninterested demure–instead a warm greeting and a desire to make our stay extraordinary. How does this relate to our dental practices? Why not examine the way all the members, including the doctor, of your team are greeting your patients; welcoming them to your home; offering warmth and a helpful hand? What can we do in our businesses to create the Biltomre Home experience? One of “awe” and “thank you” for visiting us. Perhaps a visit to this residence or a review of their website could create some interesting talking points at your next team meeting?
America's Largest Privately Owned Home
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Hi, interesting post. I have been wondering about this issue,so thanks for sharing. I’ll probably be subscribing to your site. Keep up great writing
I agree fully with making a patients experience a WOW experience. I have found over the years that I hear the same thing from staff members all across the country. They feel they are doing a great job caring for their patients which I fully believe in their minds they are. The problem is we are human and we don’t realize how e really sound or look. As a practice project manager I took this on and my goal was to really have the staff see how they sound and look. I had camera put in each operatory (only set to film the staff member not the patient)to not only film but to record. It was not my goal to embrass the staff but to lead them to do better. So for the first week I gave them the private time to review their recordings and do self evaluation. So many were amazed they had no concept that they sounded like a recording. The doctors are surprised to. One dentist learned that he said the same story to each patient and because his operatories were so close, he realized that each patient knew he said the same thing. We want to the patient feel they are special and that we are giving them personalized attention not a standard robot recording.
This is quite simple to do and highly effective.
We all can make changes once we see ourselves in mirror and don’t like what we see.
Regina
Great post! Just wanted to let you know you have a new subscriber- me!