by Ginny | Jul 8, 2009 | General
Here’s how the call went “Ginny, I’m concerned because everyone is talking about how the economy is affecting their productivity and yet I haven’t seen that change. Now I know that since you’ve been working with us, we’re much more focused and proactive but I can’t help wonder when the other shoe is going to drop and we’ll see productivity slide too.”
This is not inevitable. Some areas of the country are feeling the economic slowdown more than others but that doesn’t mean that you and your practice have to see the numbers fall. My advice to my client and to you is to focus on what you CAN DO for each other and your patients, talk about your philosophy of care and commitment to excellence, keep attending continuing education courses and stay focused on providing the best possible care to your patients. Negative emotions are contagious & they are 7x more powerful than positive emotions. It’s your choice and your opportunity.
by Ginny | May 14, 2009 | General
If you’re an oldies’ fan you remember the Shoop, Shoop Song but you probably called it by it’s popular name “It’s in His Kiss” This song made simple work of finding the “right” one. When it comes to hiring the “right” person for your team, pay close attention to interpersonal skills and remember to hire talent, you can always teach skills. “It’s in their tone of voice, energy level, and their enthusiasm for dentistry.” Yes, you absolutely need to check experience and references but you’d be better to give up a little “bit there, done that” in exchange for a great can-do attitude and passion.
by Ginny | Mar 25, 2009 | General
Business owners everywhere are unhappy when social networking interferes with work. Here’s an example of the tables being turned for one potential employee who may have tweeted himself out of a job:
POST: “Cisco just offered me a job! Now I have to weigh the utility of a fatty paycheck against the daily commute to San Jose and hating the work.” “TheConnor” Twitter
RESPONSE: “Who is the hiring manager? I’m sure they would love to know that you will hate the work. We here at Cisco are versed in the web.”
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 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 25, 2009 | General
Many thanks to my friend Greg Drevenstedt at Valmont Research for this info:
“The Chinese zodiac is based on a 12-year cycle, with each year represented by an animal. Each animal has a different personality and a different set of characteristics. The animal associated with a person’s birthyear is believed to influence their traits, success, and happiness in their lifetime.
2009 is the Year of the Ox. According to Wikipedia, characteristics of those born in Ox years (2009, 1997, 1985, 1973, 1961, 1949, 1937, 1925, 1913, 1901) may include: Dependable, calm, methodical, patient, hardworking, ambitious, conventional, steady, modest, logical, resolute, and tenacious.”
We would all do well to practice these characteristics as we welcome the New Year. Health, happiness and prosperity to all!
