by Ginny | Mar 4, 2009 | General
I left home at 6:00 am for an on-site visit with a client today and at nearly 6:00 pm I’m about 30 minutes from home and hungry. I see a Chick-fil-A up ahead and decide to stop. If you check my post in mid-January you’ll read about the commitment that this company has to fine service and exceeding expectations. I figured I’d get dinner and also see if my great experience in January was a fluke. The wait in the drive-through line was longer than I expected and I was beginning to think that even the best intentions don’t always translate into great performance. As I reached the window to pay, I was greeted with an apology for the longer than usual wait and given a courtesy card for a free meal at my next visit. Wow! They exceeded my expectations once again. I think this company is real deal.
The take away for your dental practice: Customers / patients don’t expect you to be perfect every time – but they do expect you to be aware and to care. Service recovery strategies can save the day. Is your team empowered to turn your patients into raving fans?
by Ginny | Feb 11, 2009 | Practice Leadership
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
by Ginny | Feb 10, 2009 | Practice Leadership
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
by Ginny | Feb 6, 2009 | General
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.
by Ginny | Jan 31, 2009 | Practice Leadership
How will a global economy affect dentistry? Check out page 15 in Geoff Colvin’s new book, Talent is Overrated and prepare for a wake-up call. “You might suppose, for example, that dentists will always have to be where their patients are. Not so. Many consumers in Britain, where dentistry is a much-criticized part of the National Health Service, are taking low-fare flights to Poland to get their dental work done by well-trained dentists who charge bargain prices. If you think your job isn’t exportable, you may be right – but think about it hard before you relax.â€
World-class care has taken on a whole new meaning. This is both a wake-up call and a fabulous opportunity – a game changer for exceptional practitioner.
