Service by Design
Holiday Inn vs. The Ritz Carlton?
McDonald’s vs. that great restaurant in town?
A Prius vs. a Tesla?
You can get a good night’s sleep at the Holiday Inn, a satisfying burger at McDonald’s and a Prius will get you to your destination—but do you want to be known as the Holiday Inn of dental practices? Of course you don’t! In a competitive marketplace, the cream that rises to the top is of value. Service by Design is fun because you and your team decide what the “cream at the top” means to you. With my facilitation (and experience!) you identify and determine the components of your best practice.
This is definitely the “anti-cookie cutter” approach to coaching!
Areas for consideration can be:
- Your Facility: What does it say about you? Never underestimate how the look and feel of your office can elicit strong emotions and opinions. Let’s make sure your space is communicating what you want it to. You may be surprised at how improvements to your environment can make you, your team and your patients feel!
- Patient Service: How patients are greeted when they walk through your door, the etiquette demonstrated on the phone or in written communication and chairside conversation--all you do and say is being evaluated by your patients and your community. What is the message you want consistently delivered? Let’s work through these moments of truth and create service plan worthy of the fine work you do!
- Communication Skills: Is customer service, moving your patients toward total health and solutions for patient concerns at the heart of what you say? Let’s face it, most people haven’t learned how to communicate in a patient-centered way yet how and what we say is at the core of great relationships. How will you ensure that you and your team are viewed as your patient’s advocates?
- Systems: Are your systems—scheduling, financials, recare, the new patient experience and more, working for you and your patients or against you? If you believe the outcomes in your practice are not all they need to be, chances are improvements are necessary. Let’s determine which areas need focus and create standard operating procedures to ensure consistency and efficiency for the team and your patients.
These are just some of the areas of focus in Service by Design. You may also want to craft a practice philosophy, team protocols or a hiring process. Let’s talk and get “designing”!