Food for Thought:
“If you took the twenty smartest people out of Microsoft, it would be an insignificant company.” – Bill Gates identified Microsoft’s Core Competency as HIRING.
“Plans don’t accomplish anything, either. Theories of management don’t much matter. Endeavors succeed or fail because of the people involved. Only by attracting the best people will you accomplish great deeds.†– Colin Powell
I hear you! You read the last post about Zappo’s and said core values, more fluff, more distraction, more meetings, more talk of soft skills, No thank you! CAN I PLEASE JUST DO DENTISTRY?
The reality is that you’ll be doing more dentistry – and more of the dentistry you love – if you can get your staff to work together like a world-class team to provide the five-star service that creates raving fans for your practice. Fans who wouldn’t dream of going elsewhere for their dental care.
According to the Gallop Organization, these raving fans will have a 40% less attrition rate and spend 67% more over time than customers who are simply “satisfied” with the care and service they receive. Ritz-Carlton, Zappo’s and Chick-fil-A have embraced this notion that people like to be treated exceptionally well and they will favor businesses that make them feel special.
If you think establishing core values, a practice philosophy of care and service and developing great working relationships is sounding better, give us a call. Our one-day workshop will bring out the very best in your team members and be the catalyst for positive growth and change for the practice. Ginny@GinnyHegarty.com / 610-873-8404
Zappo’s, the Las Vegas based e-commerce shoe retailer’s site’s debut at No. 23 makes it the highest-ranking newcomer on the list of the 100 Best Companies to Work For in Fortune’s February 2009 Issue. Zappo’s inspirational leader believes that his company’s core values are the reason for it’s success.
Job No. 1 is for all reps “to delight callers.†Also included in his Top Ten Commandments: Pursue Growth & Learning, Create Fun, Deliver “Wow Through Serviceâ€, Be Humble, and Build Open and Honest Relationships Through Communication.
As Fortune Magazine says “Zappo’s Knows How To Kick It.” This is great advice if you’re selling shoes or changing people’s lives while providing great dental care.