Tag: dentist

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…

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…

A Metrics-Based Approach to Gauging Dental Patient Loyalty

Dental patient Loyalty

By: Trude Henderson In his “Why you have fewer loyal patients than you think, and what to do about it,” published in Dentistry IQ on June 30, Steve Klinghoffer addresses the problem of patient retention. He begins by saying that every dental practice has three kinds of patients: “Raving fans.” This is self-explanatory. “Attendees.” These are patients who have been with a dental practice for years, but come only sporadically and don’t provide referrals. ‘Vulnerable Patients.” These visit only when there…

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…