Creating Customer-Centric Experiences

A CUSTOMER SERVICE HERO

Harold opened the door for me at 6 am as I struggled to carry a 35-pound box, my computer bag, and supplies for my presentation that day. Here’s how the conversation went: Harold:
Good Morning Miss Lisa, are you ready for your big day? Me:
Good Morning Harold. How are you today? Do you have a cart that I could borrow to take my supplies to my room? Harold:
I am sorry Miss Lisa but we do not have a cart for you. You look very fit and strong. I know you can make it. The room is real close. Harold:
I am sorry Miss Lisa but we do not have a cart for you. You look very fit and strong. I know you can make it. The room is real close. Harold:
I am sorry Miss Lisa but we do not have a cart for you. You look very fit and strong. I know you can make it. The room is real close. Me: (In my head): He’s right! I can do this! So I off I went towards the stairs.
I got to the third step and my shoe started to slip off of my heel. I stopped, re-grouped, put the box on the railing, and slide it down as I navigated the steps. Harold: (watching and cheering): That’s it Miss Lisa, keep going.
When you get to the bottom of the stairs, turn left!
Now, turn right Miss Lisa and keep going down that hall…you are almost there!

MEET HAROLD
The master of creating a positive customer experience at the Colorado Convention Center.
He greets everyone with a smile and a positive attitude.
Harold knows all of the convention details, gives every person his undivided attention, and makes sure they get the answers they want and need. On the first day of the Rocky Mountain Dental Convention, he knew, and remembered my name.
By the second day, he knew: I was a speaker, where I was from, and how long I’d be in Denver! On the last day, he bid me safe travels and hoped I would come back to see him soon.

ATTITUDE
What if, we all had the customer-centric approach like Harold?
His positivism impacted me so much, I told this story during my workshop at the Rocky Mountain Dental Conference that same day.
He is a customer service hero and I will always remember him. If every one of our dental patients and team members felt that special every day, we would have an amazingly happy and productive practice.

Let’s commit to creating positive team and patient-centric experiences in our dental practice every day.

Copyright 2020 Lisa Copeland. All rights reserved.

The Communicator

iRONMAN Communication Tip

Rewarding your existing patients reinforces their loyalty to your practice. 

A simple gift and a thank you goes a long way! 

Treatment completion gift 

If a patient invests a certain dollar amount into your practice, reward them!

I worked in an implant prosthetic practice and we would customize a gift based on the patients’ personality. Ideas that my offices have used in the past are:

· Restaurant certificate to “try out their new choppers”

· Photography session to show off their new smile

· Donation to their favorite charity

· Flowers delivered to their office, thanking them for the trust they placed in our team

Dental Drills

As the year comes to an end I would like to say thank you to everyone involved in my personal and professional life for your support.

You are the reason my business exists and I am grateful for your continual support!

Are You Getting to the Root of Your Problem?

Rewarding your patients is one aspect of marketing your practice successfully.

The other, is recognizing and rewarding your team on a consistent basis.  Learn more about  how to customize team rewards in my latest blog HERE.

Where in the World is Lisa?

The long Thanks Giving weekend brought 20” of snow to Park City and kicked off our winter sport life. 

We snowboarded, snow shoed,  and had cozy dinners with friends.

Pinebrook, UT

I am swimming regularly in a magical outdoor, moonlight ,salt water pool while the snowflakes dance in the sky.

Life is good.

Find the magic in your life  and team every day.

I wish you all a wonderful holiday season and look forward to a healthy, prosperous, and happy 2020 for all.

Read Lisa’s Blog

What Communication Challenges Do You Have?
What dental communication topics would you like to know more about?

Share your ideas here and we’ll include them in upcoming newsletters.

ABOUT LISA COPELAND, RDH, CSP 

IRONMAN™  training taught me how to be successful in business communication.
As a competitive athlete, I effectively apply lessons learned to help clients transform business communication into profit, performance, and productivity.

My experiences allow me to share meaningful / memorable stories that positively impact your bottom line.  In fact, my iRONMAN Principles of training drive my lessons on the importance of generationally effective communication in business.

Copyright © 2019 | Communicate With Influence | All rights reserved. 

Thank you for your interest in receiving The Communicator news and updates!

Our mailing address is:
7539 Stagecoach Drive
Park City UT 84098

Managing Dental Patients Wants vs. Needs

The want vs. need dilemma is real for us all.

A want is a desire or a wish…like that new pair of furry boots I bought last week!  Did I need them?  Not really, but I justified buying them because I really wanted them. Needs, on the other hand, are necessities or obligations.  I need to fill the car with gas, or I will eventually be stranded.

OPPORTUNITIES

The “O” in my iRONMAN Principles of Communication refers to opportunities.

Dental professionals, does this sound familiar?  A new patient in your practice has several conditions that NEED addressing. He came into your office WANTING to whiten his teeth.

How do we balance our approach to create a positive experience for this patient? What opportunities can we present that will marry his wants with his needs so he accepts treatment and achieves his goals?

IT’S ALL IN THE TREATMENT PLAN DELIVERY

DOCTOR

Thank you so much for trusting our team to be your family dental partner.  What can we help you with today?  I noticed on your health history you are interested in whitening your teeth.  We offer customized whitening to all our patients so you achieve the best results possible. Let’s proceed with your exam and then we can discuss which option is best to whiten your smile. How does that sound?

PATIENT

Great!  I don’t have any other concerns, but it has been a couple years since I had a dental visit.

DOCTOR

Good news, you are a candidate for in-office or take-home whitening and will get a wonderful result with either. Your gum health is fantastic. A regular maintenance therapy appointment is what I prescribe.

Your exam and x-rays disclosed a couple areas of concern: Two cavities between teeth on the UR and a fractured molar on the LL. I’d like to treat the cavities and repair the broken tooth before you whiten your teeth so you do not have any sensitivity with whitening.

We can complete your maintenance therapy, treat the three areas, and start your whitening all in one or two appointments.  Which is more convenient for your schedule?

 PATIENT

Sounds like a plan.  I’d like to schedule two appointments. Thanks for asking.  When is your first opening? 

CONCLUSION:

As a dental team, we should strive for a balance between the dental patients’ needs and wants.  Always respecting their goals, while keeping our dental practice mission in check and upholding the accepted dental standard of treatment.

Treatment case acceptance is all about the delivery!  

Copyright 2019 Lisa Copeland.  All rights reserved.

Dental Relationship Update: A Generational Approach

Relationships are the cornerstone of business and life.

Having just moved to a new city, where we do not know anyone, we have accepted the challenge and embraced the excitement of making new friends and routines.

For most of us, we are out of our comfort zone with change.  However, calculating and customizing your approach will make a huge difference in the end result.

Whenever I interact with someone new, I take a generational approach and ask myself:  How can I communicate from their generational perspective?

RELATIONSHIPS

The “R” in my iRONMAN Principles of Communication refers to relationship building.

Learning to customize your generational language with each patient and team member will escalate the relationship building and drive productive results.

Learn more about customizing your dental generational language here.

PATIENT RELATIONSHIPS

Build the dental patient and team relationships according to their unique generational preferences.

  • Boomers and Traditionalists want to get to know you first, then talk business.  They value dental health and often have financial resources for treatment.
    • Be Aware of being all business, you’ll lose this patient or team member
    • Be Thorough with explanations with a relaxed conversation
  • Gen X prefer brevity and directness; Utilize technology if appropriate; Minimal chit-chat after business
    • Be Aware of asking too many personal questions
    • Recommend ideal treatment options that include a treatment schedule and financial plan
  • Gen Y and Z demand technology; Enjoy interaction and genuine connections: Seek an experience; Utilize text / instant messaging.
    • Be Aware that email and voicemail will not prompt a response
    • Maximize appointment time and provide same day service (if possible)
    • Create a strong online presence to attract patients and employees

Learn more here about generational differences in patient engagement.

CONCLUSION:

“Autopilot” during our dental day definitely has a place.  But I challenge you to ask yourself, “Is there is a better way to communicate with this patient or team member to yield better results?” 

Take a chance on change and break the dental routines that we covet.  You’ll discover that it:  improves your interactions with patients and team members, positively impacts efficiency, and leads to practice productivity.

It isn’t enough to only institute changes at the management level. We all need to commit.  Give it a try next week!

Copyright 2019 Lisa Copeland.  All rights reserved.

First Impressions Are Lasting Impressions

iRONMAN Communication Increases Business Productivity

Lisa Copeland RDH, CSP
GLOBAL SPEAKER  IRONMAN™COMPETITOR /GEN X

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iRONMAN Communication Tip

Customizing generational communication will increase dental case acceptance.

To learn about dressing to match the patients generational expectations watch this short video created for the Seattle Study Club.

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Dental Drills

The “I” in iRONMAN is for Impression.



According to Positive Psychology, people make an immediate and lasting assessment of you in the time it takes to snap your fingers.
Known as the two second rule, a first impression is a lasting impression! In dentistry, great first impressions are important when building relationships and brand loyalty with your patients and team.

Discover Lisa’s Seven iRONMAN communication principles here.

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Are You Getting to the Root of Your Problem?

Is your practice experiencing a decline in treatment case acceptance?
More importantly, do you know why?
All too often, it is a breakdown in communication when prescribing a treatment plan or in the hand-off to proceed with the next appointment. Here are three ideas to get you started with improving your practice communication:

Verbiage Matters. Be sure every team member is relaying the exact same message patients

Have a Plan. Give the patient a simple road map of the treatment and the steps involved

Follow-up, Follow-up, Follow-up. Designate a team member for all follow-up and determine appropriate frequency

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Where in the World is Lisa

I recently traveled to PA to visit my family and spend a week with my dad, who is 94 years young!

My niece, a Millennial, my dad, a Traditionalist, and I, a Gen X, teamed up to tackle a scenic jigsaw puzzle.

I also watched him collaborate with two colleagues to build a doll house for a donation.

It made me realize no matter what age you are, working together and using clear, respectful generational communication is the key to getting along!

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Read Lisa’s Blog

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What Communication Challenges Do You Have?


What dental communication topics would you like to know more about?
Share your ideas here and we’ll include them in upcoming newsletters.


_________________________________________________

ABOUT LISA COPELAND, RDH, CSP

IRONMAN™ training taught me how to be successful in business communication.
As a competitive athlete, I effectively apply lessons learned to help clients transform business communication into profit, performance, and productivity.

My experiences allow me to share meaningful / memorable stories that positively impact your bottom line. In fact, my iRONMAN Principles of training drive my lessons on the importance of generationally effective communication in business.

If you’d like to learn more about Lisa or book her to speak at your event please email or call / text 206.465.1637