Tag: customer care

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…

Teaming Up with Your Customers! – Applying Critical Elements to Patient Care

Customer happiness comes from applying the critical elements.

In Patrick Lencioni’s book “The Five Dysfunctions of a Team,” he explains there are five fundamental functions (the critical elements) that must be addressed and incorporated by any company in order for them to become a High Performance Team.  Lencioni’s five critical elements are: Trust Fear of Conflict Lack of Commitment Accountability Focus on Results What if a company, doctor, dentist, or any service provider decided to “team” up with their customers utilizing these five critical elements as their guiding…

(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…

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…

Aligning the Dental Practice Employee With the Customer Experience

teamwork with identify

By: Trude Henderson   We urge you take a look at Siobhan Doran’s blog post entitled, “The Power’s in the People,” which appeared May 9th on the website of TQMI, a company specializing in employee experience consulting. Doran’s thesis is that organizations should to tear down the divide and strive to align the customer and employee experience. She says that this can result in greater employee satisfaction and retention, as well as improved customer service.   Our takeaways from Doran’s…