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Charles Pybus, DDS Aug 17, 8:52 am
We
have spent a lot of time recently working on the new
patient experience. Now, we're brainstorming ideas
for ways to "wow" our existing patients. What are
you guys doing that takes it to the next level?
Thanks,
Jere' Redd
Financial Coordinator
Charles J. Pybus, DDS
Renee Corliss Aug 17, 9:27 am
We have a Diagnodent, an intra oral camera, and
chair side computers as well as Caesy patient
education in the ops. Dr Zehtab has been here 10
years and has never been as busy as he is now. He
also gets allot more internal referrals than ever so
obviously this stuff is working really well. We've
also seen a HUGE improvement since we went through
Boot Kamp in Jan of 05 (obviously). Hope this helps!
Renee Corliss
Office Manager
Hamid Zehtab, DMD
Lake Oswego, OR
Terry D. Hopper, DMD Aug 17, 9:50 am
Do you find that the Caesey in the ops annoy the
patients? I have Caesey and we only use it in the
waiting room. The team thinks it would be bothersome
to the patients in the ops. We currently have the TV
running in the ops, but Caesey is wired to that
location as well.
Terry Hopper
Renee Corliss Aug 17, 9:58 am
Actually, patients love it! We put it on when they
have questions about a procedure or if they need
something and the hygienist is developing x-rays. We
don't run it constantly, just when we need it. We
have the Smile Channel running in the reception
area.
Eric Vickery Date: Fri, 17 Aug 2007
09:
Here are some notes I've kept on ideas I've seen in
offices:
-
Product Center:
-
Sonicare or Oral B, Whitening products (Zoom
chair side light & take home & crest strips),
-
Discuss products or something similar (Perio Rx,
Tongue scrapers, etc.) Fl2 paste,
-
Waterpik, Flossers by Waterpik or Hummingbird
(not as durable)
-
how about adding a DVD player to the TV cable
choices (or CPU) & wireless headphones! Pts
can't see TV lying down right now from every
chair = ceiling mount for each chair!
-
Create Comfort Menu so pts know what is
available for them! (generate a buzz)
-
Aroma therapy candles in every op (if you don't
like the burning, use a candle warmer to heat
the wax = candles last forever)!
-
Chair massage pads in op chairs look great, pts
will Rave!!!
-
Warm towel dispenser to freshen pts up after
appts, just like flying first class!
-
Warm blanket available to pt!
-
Refreshment center that is at least a mini
fridge w/healthy refreshments,
-
bread machine (great smell & not filled w/sugar)
-
Coffee, tea, or juices is also appropriate for
your guests!
-
Successories or discuss dental photos in
operatories.
-
Before & after portfolios=people ask for a smile
like that!
-
Discuss Dental Zoom weekender kit & Zoom chair
side light!
-
Norad anti snoring device (simple & very
effective)
-
Sullivan Schein.
-
Pens: like Da Vinci : Amsterdam 1-800-833-6231
(laser engraved pens)
Eric Vickery Coach/Seminar Faculty
2075 Cilantro Dr Redding CA 96003
(877) 596-4380 (Toll Free)
eric@thecoachingcenter.net
"Stephen Blank Sun, 19 Aug 2007
11:41:41
Great
question! A great resource for a team meeting is
Paddi Lund's report: "*The Absolutely Critical
Non-Essentials*", by Solutions Press
*www*.*solutionspress*.*com*.*au* If you
order this, drop my name, I love the TY notes from
Australia. His book, "*Happiness Centered Business*"
was read by my team as well, it helps break some
paradigms of what we should be doing vs. what we can
do.
Paddi describes the concept of doing things that WOW
patients, that are NOT critical to your core
business. The other goal is to do things that are
easily repeatable, and in my office, cheap!!!
In our office this means: Baking cookies daily so
the place smells great, the Pod coffee maker, Coffee
mugs with dental stuff for birthday gifts at the
office, movie tickets to all referral sources, Hot
towels after each visit to freshen up, Serving water
or coffee on glass plates with paper doilies if the
patient wants a drink or need to take a pill,
etc....
On the dental side, I do out going calls to all new
patients, call patients every evening if I numb them
that day. Hygiene calls all RPC patients in the
evening. Tempurfoam chair cushions (patients comment
on this all the time), Music in each room, preset to
what the patient likes, lip balm for patients (with
our logo), floss cards with out office logo,
etc..... oh yea, being on time!!!
This should be a team project to create systems that
are easily repeatable, and cheap, but noticed by
patients. Have fun!!
Steve
Pglider...@aol.com Date: Mon, 20 Aug
2007 18:58:36
Well
well well...
I wondered where I put the EagleNetwork. Haven't
used this email for awhile.
Boot Kamp people know me - Barry Parish DDS and Eric
Vickery is our coach. We'll be in LV soon.
So, you wanna wow them?
-
Start by answering the phone - you'll be amazed
at the number that don't.
-
Follow the BootKamp script to the letter, and
don't forget to smile when you talk.
-
Have your DOCTOR do the preheat. Doctors are
scared, insecure little boys and girls. It'll be
very good for them to do this (I'm a doc, so I
know firsthand how hard it was to start this -
and I am a solid "I") Hold the DDS hand, front
office people - until you can get them to stop
shaking and actually call and find out how nice
these people are on the phone! Also call you
referral source and thank them...Call the work
numbers during business hours, home phones if
done after 5...duh! unless you enjoy talking to
answering machines.
-
Greet them by name when they arrive, and IF you
have a sign in board - BURN IT! If you ever want
to dehumanize your office, put out a sign in
clip board - nothing says we don't care about
you better than a clipboard. If your DDS is a C
and needs to know when they arrived, get a shock
collar and put it on the doc and "buzz" them
when they arrive. In fact you can categorize the
arrivals for the C docs. 1 shock is a hygiene
patient, 2 shocks for dental and 3 shocks for
the new patients!
-
Don't let them wait. If it is going to be
awhile, distract them with (get this) a
CONVERSATION! You know about them already, why
don't you find out more about them? Not dental
stuff, elaborate on the human stuff. If they are
a teacher where do they teach, what got them
into teaching etc. etc. etc. Believe me it will
make for a really powerful transfer (Imagine
"Denise, this is Nancy Newpatient. I just found
out that she teaches at Mary Farmer Elementary!
Isn't that where your daughter Sierra went to
school?")
-
Do the tour - every time. Go to your Wall of
Fame in the waiting room, and show off the
diplomas and certificates of the team. When I do
it, (yes I have many times), It goes like this
for our office: " Up top there you see the 3
doctors. There I am in the middle, and Brandy
and Todd are there beside me. We all went to UC
and all of us went to UC as undergrads too. I
started all of this way back in 1986! Brandy
joined us over 5 years ago and Todd almost 4
years now. All of our assistants have
Registrations and most have extended function
licenses. We have 3 Registered Dental
Hygienists, and all of our front office people
have college degrees. I am very proud of all of
them!" Then show them the place, and while you
are doing it if you run into any of your people
introduce them "Nancy this is Tracey one of our
hygienists" Tracey smiles and says HI!
-
End up in the consult room or a private area and
do your BootKamp SWOT. (We have just started
having the assistant that is going to be in the
exam join us for this sit down, because most of
the time of course, they have done the tour not
me.)
-
Do your BootKamp exam.
-
We have them back for a second cleaning consult
visit, so I end with... "Nancy it was really
nice getting to know you a bit today, and we
hope you enjoyed meeting us too. (Pause and wait
for a response- ALLOT of times you will hear a
big affirmation that NOBODY has EVER done this
kind of exam before!) Is there anything else
that I forgot that you wanted me to address
today?" NO? OK, we'll see you soon and Denise
will help set up your next appointment. Have a
great afternoon."
-
The proper transfers of power are made, and
patient leaves - How hard was that?
Other notes: You must have a top class uniform -
scrubs are icky to patients - only we think they are
cool, and probably OK for clinical people in a
surgery only practice - but not the front office
ever. Ours is All black or charcoal gray pants,
skirt and tops. Todd and I wear black polished
cotton, silk, or wool crew neck shirts. Clinical
wears white clean pressed lab coats. Front office
wears a white cotton top ( think Land's End - with
gray or black pant or skirt)
Absolutely no visible tattooing (can't believe that
ever had to be said - but it did and can't be
allowed in my office - you don't see it at the 4
Seasons either) btw make sure that your staff knows
this - that they trade the job for a visible tattoo.
Go to town where it can't be seen! Some of my staff
look like Yakuza warriors under their uniforms! Huge
dragon and flower tattoos - really cool ones, but
just not appropriate for a high value dental office.
Office is clean and well presented.
Patient Bathroom is 4 Season's Spa perfect - OSHA
might even approve of you eating in there. We even
bought 5 top of line large size colognes 3 Women 2
Men, and we have only lost 1 ever to somebody who
thought it was a "gift". Terry and linen hand towels
or those plush paper towels only NO C-folds in the
bathroom.
You have live fresh flowers throughout the office -
not silks, they get ignored and dusty. We use
Orchids now because they last so long and have
become relatively cheap. Also consider Bromeliads -
they are really colorful and last FOREVER it seems.
We bought a bread maker for the front desk area. We
make 2 loaves a day. They are pre packaged. It takes
you 5 minutes in the morning and 5 minutes at lunch,
and your office smells great all day long. Hint:
Give the loaves away at lunch and end of day -or you
all will gain weight.
Last rule as always have fun and enjoy what you do!
Barry
Kevin Devine Mon, 20 Aug 2007 19:21:13
Great stuff Barry !! I shared this with my team and
they ordered shock collars today!! And we don't even
have a sign in sheet. I would suggest you take it
one step further. Get a collar for Eric. Then you
don't have to bother calling him. Just buzz him when
needed.
Eric, 5 buzzes means call Kevin !!!!
Kevin Devine, DBK Class of ' 95 devine...@rdr.net
Suzanne Black Aug 20, 8:43 pm
Oh Kevin - I just love you.
Barry and Wendie are a class act and they both
practice what they preach. See you in Vegas!! (Stay
for the reunion - a lot of these Eagles will be
there and you will want to mastermind with them). If
you get the shock collar for Eric - give me the
code!!
Best to you,
Suzanne Black, DBK Class of 1994
512-565-8970
Don't Miss our Alumni Reunion Celebration October 5
& 6 in Las Vegas!
Eric Vickery Aug 20, 10:31 pm
First of all, Barry those are great ideas...even the
shock collar.
Kevin, how did you even know who Barry's coach was?
I find it scary that you know so much about me...no
not scary..."shocking".
Eric Vickery
Coach/Seminar Faculty
(877) 596-4380 (Toll Free)
eric@thecoachingcenter.net
Ronnie Vigallon Aug 20, 11:39 pm
The shock collar is the funniest thing I have ever
heard. So every time a team member using limiting
terms you could use the shock collar.. Sounds great.
I am sure Sue Marshall would agree to that one.
Every time we use CLEANING - that could be one hit,
every time we use Just a little CRACK - she would
say 2 shocks,, hahaha.. I was thinking, WOW - when
did you have time to write all of the enclosed. For
that, you are the winner of the WOW...
Ronnie
Paula Harriss Aug 21, 8:49 am
This is a 'power'-ful mastermind idea.
Paula Harriss
paula@thecoachingcenter.net
Kevin Devine Aug 21, 9:23 am
Eric,
I knew you were Barry's coach by reading his
message. Scroll down and read the 3rd line. I think
everyone who read the message knows you are his
coach. You see, it is not anything to be frightened
of. By shining the bright light of reason and truth
on fear you make it disappear.
Barry, I would be frightened, very frightened. ;)
Kevin (aka the amazing Kreskin ) |
