Category: CX – Customer Experience

Four Clusters of Emotions that Can Impact Your Dental Practice – Part 2

Here we continue our discussion of Colin Shaw’s account of the four emotion clusters that can make or break an organization. In this blog we will talk about the Destroying Cluster – Irritated, Hurried, Neglected, Unhappy, Unsatisfied, Stressed, Disappointed and Frustrated – the emotions that you want to circumvent, as they can, as Shaw points out, “cost you money, lost opportunities, and higher costs fixing the problems that result.” The good customer experiences really do benefit your dental practice and…

Keeping it Positive – Words That Can Help Your Dental Practice Stand Out in 2018

Dentist - Standing out form the crowd

Although there is no shortage of reasons for why dental practices fail, lack of differentiation is one that often tops the list. The good news is that this is a ‘choice.’ In today’s hyper-competitive market, distinguishing yourself from your competition is critical to your dental practice’s long-term success. Even when competitors offer the same service and treatment options, the right people and culture can heighten your patient’s delight with their experience, increasing the likelihood that they will remain loyal to…

4 Factors Key to Improved Performance of Your Multiple-Location Dental Practice (PART 1)

(This is the first of two articles, by Trude Henderson, on the the lessons regarding performance learned for multi-location dental practices. Please stay tuned for the second half of this article and more on managing CX in multiple offices at once. – Ed.) One of the takeaways of Identify’s pilot study regarded inconsistencies in performance between the offices of multiple-location dental practices. Operating multiple satellite offices in addition to a main office is becoming increasingly attractive, especially among orthodontists. They see…

(Part 3) More Root Causes of Silence and Lack of Empathy in the Dental Office

I am following up on last week’s article, “One Root Cause of the Silence and Lack of Empathy Too Often Seen in Dental Practices (Part 2)” (September 23rd) and plan to share with you, the dental practice leader, the last two of the three main root causes of the silence and lack of empathy that can negatively impact dental practices. In doing this, I will continue to draw on my 27 years of experience working with High Reliability Organizations (HROs) and on the results…

One Root Cause of the Silence and Lack of Empathy Too Often Seen in Dental Practices (Part 2)

Silence and lack of empathy are killing your dental practice

Today I am following up on last week’s blog and plan to share with you the first of three main root causes of the silence and lack of empathy (Merriam-Webster defines empathy “as the action of understanding, being aware of, being sensitive to and vicariously experiencing the feelings, thoughts and experience of another”) that can plague dental practice. This will involve my asking questions that can help you determine whether you have issues that bear looking into further. In doing…

Could Silence and Lack of Empathy be Killing Your Dental Practice?

Doctor comforting patient

By: Trude Henderson (Part 1 of 3) Over the years, I have visited numerous dental and medical practices (as part of my work as a dental and medical consultant and startup co-founder), as well as spas (for pleasure). Based on observations culled from these experiences, as well as my gleanings from Identify’s 3-year pilot study, I have reached a conclusion that I would like to share with you – too much silence and a lack of empathy will make your…

6 Things That Will Make Your Dental Practice Manager Shout, “I Can’t Live Without You!”

get identify dental best of the best

By: Trude Henderson Today we are going to change things up a bit and focus on things from the perspective of the dental practice employee, rather than that of the practice manager. Travis Bradberry, (an article by whom we discussed in 2 complementary blogs on July 19th – 21st), maintains in “7 Ways to Blow You’re Bosses Mind” (Forbes, September 29, 2015”) that for an ambitious employee, is in not enough to merely follow orders: “Your boss’s expectations are the…

Problems Dental Practice Leaders Must Tackle Head-On

By: Trude Henderson You must always remember that, essential as it is, technical competence will not by itself enable your dental practice to realize its full potential. From our own experience, we have concluded that practices only become sustainable when their leaders model a service-oriented culture and seize opportunities beneficial to all stakeholders. This includes pinpointing and solving problems as swiftly as possible and then preventing their recurrence. You solve a problem when you understand the relationship between cause and…