Dentaltown October 2015 - (Page 60)
practice management
feature
ARE
Y
In my life and career, I've traveled throughout the United States
and to several countries around the
world. Whether I'm traveling for work
or for pleasure, I know that I will always
book my stay at a Ritz-Carlton Hotel. If
there isn't a Ritz-Carlton around, I will
compare every hotel at which I stay to the
Ritz-Carlton. Do you want to know why?
What's the big difference, say, between
the Ritz-Carlton and another 4- or 5-star
hotel chain? Both provide clean beds, cable
television, hot showers, room service, and
more. So why is the Ritz-Carlton worldrenowned and twice the price? Why are
so many people (including myself) willing
to pay so much more for the unmatchable
Ritz experience?
It's because the Ritz-Carlton is run
on a 100 percent, client-centric business
model.
Ritz-Carlton staffs are trained for
hundreds of hours per year to perfect the
art of customer service and satisfaction,
and they always, always, always put the
customer first. Their people are impeccably trained, they ensure the décor is
immaculate, they consistently over-deliver, they customize their service to suit
your wants and needs, and they wait on
you hand and foot. You ask for something-they bring it. You expect something-they surpass it. They constantly
60
OCTOBER 2015 // dentaltown.com
service?
NG
DI
PROVI
U
O
by Jay Geier
go above and beyond the call of duty.
They have actually created a hotel experience that is completely unique for each
guest and, because of that, they will have
my business for life.
Puttin' on the Ritz
What does this have to do with you?
Well, the Ritz-Carlton has figured out the
secret to attracting and keeping lifelong
customers. This secret will allow you to
revolutionize the way that you run your
practice, and create a flood of patient
referrals. Do you want to achieve this
model and its awesome results? First you
may have to face some facts. If your practice hasn't experienced significant, booming growth over the past five years to 10
years, then I can tell you two things:
1. You aren't living up to your
potential.
2. Your practice is not 100 percent
patient-centric.
If you can accept those two things,
and accept that there's room for improvement when it comes to your practice's
patient experience, then it's time to get to
work making some changes.
First, the issue: 99 percent of
all businesses-including yours-
are based around the comfort of the
person or people who run the business.
Plain and simple.
The only way you will become truly
patient-centric is if you intentionally shift
the focus from yourself and your team to
what is most convenient for the patient,
even when it's inconvenient for you. And
I promise you-sometimes it will be.
Like the Ritz-Carlton, you need to
go out of your way to over-deliver to your
patients. Give your patients more in service
value than what they give you in dollar
value. It's unrealistic to expect patients to
love you if you're just giving them exactly
what they paid for: a typical trip to the
dentist, basic services, minimal effort, a
mediocre experience, etc. That's called
"meeting expectations," and let's face it,
sometimes dentists don't even do that.
The existential dentist
And let me tell you, meeting expectations is definitely not going to get you
that boatload of referrals you dream
about. No, if you want to see serious
practice growth, you need to make a significant effort to stand out from the other
offices in your town. You need to become
the Ritz-Carlton of dental practices.
http://www.dentaltown.com
Table of Contents for the Digital Edition of Dentaltown October 2015
On Dentaltown.com
Howard Speaks: Don’t Go it Alone
Professional Courtesy: Great Patient Relationships? F.U.!
Continuing Education Update
Industry News
All on Four’d Out
A Direct Hit to the Jaw: Bisphosphonates and Osteonecrosis of the Jaw in Osteoporosis and Cancer Patients
Five Components to Team Synergy
Practice Solutions: Clear-Aligner Therapy
In Focus: Microphotography using the Dental Operative Microscope
Anesthesia Safety
The Practice that Perseverance Built
What Kind of Payment Plans to Offer?
Are You Providing Five-Star Service?
Am I Being Too Conservative?
You Should Know: Healthy Grid
The Benefi ts of Mini Dental Implants
Denture Stabilization with Small- Diameter Implants
Independence Day
Post-Treatment Management of Orthodontic Patients
How to Track True Treatment Acceptance
CAD/CAM as a Marketing Tool
New Products
Practice Solutions: Voco
Poll
Surgical Crown Lengthening
Product Profi le: Umbie
And Sealants for All
Ad Index
Human Herpesvirus Infections and What They Mean for Dentists
Quick, Conservative and Highly Esthetic Treatment Planning for Severe Anterior Tooth Wear
Dentally Incorrect
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