by Ginny | Jan 16, 2009 | General, Team Development
This classified ad for a Team Leader is currently on the web:
“You’ll be responsible for developing the team, and individual team members, to meet and exceed customer demand and expectations. The ideal candidate must be results oriented, have strong verbal and written communication and interpersonal skills, the ability to build and maintain positive working relationships at all levels, a passion for excellence, and familiarity with continuous improvement concepts.â€
Would you believe that Chick-fil-A is the company behind this ad? You would if you’ve visited Chick-fil-A lately. After visiting a new franchise in our neighborhood, my son Dan called to say, “You have to drive down here, you’re going to love this.†Here’s how I was greeted: “Hello, my name is Josh, may I take your order please?†..“My pleasure, please come around to the next window where Amy will be happy to serve you.†After thanking Amy for my lunch, she also replied “My pleasure.†Great service, servers who identify themselves and set themselves apart with high energy and above average manners. This was a far cry from the “do you want fries with that†stereotype of fast-food restaurants. I’ve come to learn that Chick-fil-A’s CEO, Truett Cathy was inspired by the Ritz Carlton hotel chain when he chose his restaurant’s trademark phrase, “My pleasureâ€. Mr. Cathy is dedicated to inspiring others to leave a positive impression on the people they meet. It sure worked for me.
by Ginny | Jan 3, 2009 | General
15 Reasons Mr. Rogers Was The Best Neighbor Ever
Even Koko the Gorilla loved him. Most people have heard of Koko, the Stanford-educated gorilla who could speak about 1000 words in American Sign Language, and understand about 2000 in English.
What most people don’t know, however, is that Koko was an avid Mister Rogers’ Neighborhood fan. As Esquire reported, when Fred Rogers took a trip out to meet Koko for his show, not only did she immediately wrap her arms around him and embrace him, she did what she’d always seen him do onscreen: she proceeded to take his shoes off!
Read the full article: Fred Rodgers http://www.cnn.com/2008/LIVING/wayoflife/07/28/mf.mrrogers.neighbor/index.html?imw=Y&iref=mpstoryemail
by Ginny | Oct 18, 2008 | General
I loved this definition of humor – it’s the shortest distance between two people! Isn’t that the truth? My recent trip to San Antonio for The Academy of Dental Management Consultant’s Annual Meeting proved to me once again that there’s no humor like southern humor. My taxi driver, Judy entertained me with her tales of the advice she offered one stressed out rider earlier in the day “Honey, I’m fixing to tell you what to do. I’m not gonna shut up and I’m not gonna give up.” You gotta love that kind of spirit. Judy is also the owner of the taxi service and I’ll be looking for her company when I return to San Antonio.
My Southwest Airlines flight home also offered some memorable humor. “In the event of a change in cabin pressure, oxygen masks will drop from above you. Please insert $2 for the first two minutes and .25 for each additional minute. For now, we’re going to dim the overhead lights so you’ll fall asleep, leave us alone and insure we all have a pleasant flight.” It’s no accident that we did have a pleasant flight; the flight attendants made sure of it.
Humor works when it’s authentic. Too often team members think that they can’t be themselves and be “professional” at the same time. Debunk this myth right away and give your team the permission and the guidance to allow each team member to offer his or her very best to your patients.
by Ginny | Oct 24, 2007 | General
I recently purchased a watch at a local jewelers. I knew I was impressed with the level of service while I was there, I was further convinced when I opened my mail today to find a handwritten note from the salesperson thanking me for my purchase and for the pleasure of helping me select my watch. The note card included the company Credo: “To provide the most compelling customer care possible to all of the people who enter our doors.” I couldn’t help but think how compelling this credo would be for many dental practices. Remember the power of a hand written note. Your patients will love getting one as much as I did.
by Ginny | Oct 1, 2007 | General
I’ve just returned from San Francisco where the ADA held the annual meeting this year. Dr. Scott Benjamin spoke at The Academy of Dental Management Consultants’ Annual Meeting and held the room spellbound. His message: The mortality rate for Oral Cancer has not changed in 50 years. Oral Cancer is the sixth most common cancer, 3 times more common than cervical cancer. More women die from Oral Cancer every year than from Cervical Cancer. More men than women die every year from Oral Cancer.
When Oral Cancer is caught in Stage 1 the survival rate is 90% but shockingly 70% of oral cancer is diagnosed in the late stages. There is also a 60% rise in the number of people under 40 years old who are being diagnosed with oral cancer and this is linked to HPV.
Dr. Benjamin is passionate about doing what he can to change these statistics and he is challenging everyone in dentistry to do their part to encourage more and better screening for oral cancer. Do your research and learn how you can make the difference for your patients and their families.
by Ginny | Aug 23, 2007 | General
Often the only difference between patient acceptance of a single crown and acceptance of a full quadrant restoration is the extra couple of minutes it takes to snap a digital photo of the quadrant and let the patient choose the final result or “look†they want. Engage your patient in a conversation about the options available to minimize return trips while maximizing their time in the chair.
Often patients are more concerned about time or appearance than they are about money. The ‘after’ photo of a quadrant of aesthetically restored teeth creates a wow factor that your beautiful crown flanked by dark or discolored restorations just can’t match. You’ll be doing your patients a great service.
