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10 Ways to be a Better Dental Practice Manager and Leader

Read more to find out how a huddle can have a tremendous impact on your practice improvement goals.Read more to find out how a huddle can have a tremendous impact on your practice improvement goals.

In his article, “Reliable Organizations: Present Research and Future Directions” (Journal of Contingencies and Crisis Management, 55), Gene Rochlin defines a High-Reliability Organization (HRO) as an organization one that “conducts relatively error-free operations over a long period of time, making consistently good decisions that result in high quality and reliable operations.” The industries that initiated the use of HRO concepts included aviation, nuclear power, manufacturing and the military. Although vastly different in their very nature from dental practices, the high-performing organizations in these sectors offer…

7 More Suggestions as to How You, the Orthodontic Practice Leader, Can Motivate Your Staff

In her article, “Love your Space: How to Encourage Employees to take Pride in the Workplace” (Business.com, February 22, 2017), Bonnie Dewkett provides more food for thought for those of you dental and orthodontic practice leaders who read our last blog on how to motivate employees. She succeeds in conveying the importance of the issue when she cites the Gallup State of the Workplace 2010-2012 Report, which stated that employee disengagement results in a loss of $450,000 billion in productivity every year. Below are her suggestions, accompanied by…

4 Tips for Orthodontic Practice Leaders on How to Engage Staff

In his article, “Motivating Employees Should be One of a Leader’s Top Priorities” (Forbes, June 20, 2017), William Craig points out four key ways to motivate staff. You will find them below, accompanied by our suggestions tailored to the requirements of a dental/orthodontic practice: 1) Show a dedication to promoting employee happiness. Craig cites studies conducted by the Social Market Foundation and the University of Warwick’s Centre for Competitive Advantage in the Economy which show that productivity increases by 12-20%…

4 “Clusters of Emotions” That Can Impact Your Dental Practice (Part 3)

In today’s blog, the last in a three-part series, we will deal with the “Attention Cluster” of emotions as enumerated and described by Colin Shaw, and how your dental practice should address them. Interested, Energetic, Stimulated, Exploratory and Indulgent are the chief emotions found in this group, and are the ones most likely to generate only short-term spending if not properly handled (which includes that first call). Properly dealt with, however, these feelings can have a tremendous effect on a dental practice’s cash flow and overall…

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…

4 “Clusters of Emotions” that Can Impact Your Dental Practice, Part 1

Clusters of emotions that patients experience.

When dental patients in your practice reject treatment recommendations, they don’t blame their own laziness; they have simply decided to do nothing, or to seek treatment from one of your competitors. Research reveals that a poor customer experience is the reason that more than 70% of customers don’t convert. When patients seek treatment elsewhere, the most likely explanation is that the competitor demonstrated greater value and triggered an emotion, or emotions, that lead them to take action. Dental practice leaders have many lessons to…

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…

3 Secrets to Providing Your Dental Patients with a Collaborative Customer Experience (Part 2)

In our last blog (“3 Reasons Why Collaboration Can Pay Off for Your Dental Practices,” November 1, 2017), we discussed Ryan Kh’s views (see “How Effective Collaboration Equals Great Customer Experience,” Customer Think, October 9, 2017”) on the rationale for collaboration in an organization. Today, we talk about another topic that interests him, “What are the secrets to a collaborative customer service?” His answers (1,2) and one from us (3) that we recommend for your dental practice: Supervisors should set…