We live for turning new guests into old friends,” says the slogan on display in one of my favorite restaurants when I was still practicing in the north of Carolina — one that had a beneficial impact on the way I’m connecting with my staff and patients. It has been even more valuable up to this day in my coaching career.

As we wind down 2021 and tee up for an epic 2022, let’s pause and draft down some action items on how to make your team more confident to ensure a recognizable and upgraded experience for your patients. While you’re at it, think of yourself as Richard Branson, the CEO of the Virgin Group, and ask, “what would a billionaire like me do with my practice?”.

In this episode, I will be talking about patient-driven leadership and the six ways to fight the ‘great commoditization.’ If you want to win big in 2022, have no worries about competition, insurance companies, and downward pressure on your income, then sit tight and hang with me here for a little bit.

Tune in and find solutions to common practice issues at  Prescriptions for Your Practice.

Key Quotes:

  • We have to recognize that there will always be a customer. There will always be consumers who refuse to be seen by the lowest bidder.
  • “The solution to commoditization is differentiation and decentralization.”
  • “You’re hiring people to serve patients. They start to understand that you are not their boss. The patient is their boss. The patient is the one writing the paychecks, and you, as the owner, will align them towards that well-defined mission and give them all the tools and training they need to be extraordinarily successful.”
  • “We need a practice that is growing. And if we have a practice that is growing, it’s going to be a byproduct of team members and their mindset and skills.”
  • “Enhance the culture so that you can enthuse more clients.”
  • You should constantly be turning your frustrations into innovations.”

Featured on the Show:

  • Book: Dentist On A Mission by Dr. David Maloley
  • People: Richard Branson
  • Quote: To achieve consistently terrific customer service, you must hire wonderful people who believe in your company’s goals, habitually do better than the norm, and who will love their jobs; make sure that their ideas and opinions are heard and respected; then give them the freedom to help and solve problems for your customers. Rather than providing rules or scripts, you should ask them to treat the customer as they themselves would like to be treated—surely the highest standard. — Richard Branson
  • I appreciate your feedback. Let me know what you learned and loved here: [email protected].


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