Patient-Driven Leadership: 6 Ways to Fight The Great Commoditization

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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Stealing From Starbucks

Ok, sit down and hold your horses (or cup?); I’m not suggesting that you commit a crime (pretty far from that). But, while I had your attention, let’s talk about Starbucks. Did you ever wonder how Starbucks redefined the coffee experience? Can you provide a similar experience in your dental practice?

Starbucks has brought in disruptive innovation. It was so phenomenal that it created a niche market and cult following — and of course, competitors. Yet, despite the competition, it has remained steadfast and continues to expand immensely, offering the same consistent products and services wherever you are in the world.

This episode will talk about valuable lessons that you can “steal” from Starbucks to create a patient experience that you will be proud of. I’ll also share tips on finding good team members and keeping them away from the prying eyes of your competitors. So relax, listen to my podcast while enjoying a cup.

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

 

Key Quotes:

  • “Competition is no longer the dentist down the street. It’s anyone who employs good people.”
  • “You have to provide an employer brand that gives these people who want good jobs the upside.”
  • “We should go into our day-to-day as a student or as a consultant.”
  • “Your top customers are the people on your payroll.”
  • “Highly compassionate, highly motivated, hungry, humble, and smart employees want to create their own personalized experience for the patients that walk in your door.”
  • “One goal for you and your team is to make sure that every patient feels like the only patient on the schedule.”
  • “Your number one job is to make sure that everyone on the team sees the vision, mission, and values as the boss.”
  • “Make sure everything is congruent and consistent in your practice with the identity you want out in the marketplace.”
  • “The customer isn’t always right.”
  • “Good team members are really hard to replace. So make sure that you’re pouring into your team members and you understand that if you treat them as a level 10, they’ll treat your patient as a level 10.”
  • “You’ll find that most of the big insights you get, the big wins you get in dentistry, you take from other industries.”
  • “Most people are not willing to do what you’re willing to do, and that’s the ultimate competitive advantage — is to create unique value in your communities.”

Featured on the Show:

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Leveraging the Power of Trust by Stuart Faught

Leveraging the Power of Trust by Stuart Faught

This week’s guest, Stuart Faught of Praze, is a well-known figure in the dental sphere as his expertise in reputation management has assisted thousands of dental practices to grow exponentially by helping them develop and enhance long-term trust. 

Listen in as Stuart offers some tips on leveraging excellent patient treatment and excellent patient experience into quantifiable online reviews to establish yourself as the most trusted dentist in your community. We also talked about how you can lower your marketing costs by building your practice while boosting your reputation.

Tune in and learn more about Magnificent Marketing

Key Quotes:

  • “Leveraging these different platforms to establish yourself as the most trusted dentist in your community is key now more than ever.”
  • “I think dentists really need to understand that they have an amazing opportunity to literally be perceived and literally be the most trusted dentists in their town.”
  • “Know where you’re at and then focus where it matters.”
  • “It’s interesting to know that the most profitable practices, they all had one thing in common according to our studies. What is that one thing? They all had 300 or more testimonials.”
  • “It’s always been my goal and mission to every practice we work with to help them become the most trusted dentist in their town. And we feel like the realistic path to achieving that is that one simple thing, let us help you get 300 positive reviews on Google.”
  • “I quickly learned that really what was getting the patient from an internet search into the actual chair was those doctors who had the most and best reviews.”
  • “There’s still a lot of the doctors who don’t realize that as a rule of thumb, the more positive reviews you have on Google, the more likely you are to be rewarded by Google and popping up in a search.”
  • “I know that practices really value growing by word of mouth and it’s something that any business owner can take pride in. But I think that a lot of dentists still don’t realize that online reviews are modern-day word of mouth, right? And they’re these digital testimonials that live forever.”
  • “They call that review marketing and it’s basically taking your positive reviews and marketing them over and over and over again. So the best way to do it is to leverage them on your website.”
  • “I think that definitely, everyone should be on the same page as far as the doctor’s vision for the practice.”
  • “If and when you get that negative review, it’s almost a great thing. As long as you’ve got a system in place, that’s gathering a bunch of positive reviews because you know, it makes those positive reviews look even more authentic.”

Featured on the Show:

 

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