How To Make Sure Every Team Member Is An Advocate For Your Dental Practice

Consider this quotation from my friend Shep Hyken:

“Every employee needs to be an extension of your sales and marketing department. Make it a job requirement. It’s a non-negotiable responsibility.”

What exactly do you think Shep meant when he said this?

I believe this comment relates to the fact that every employee in your business needs to be able to speak to the customer and answer their questions about your business.

And act in a way that promotes your business in the eyes of the customer.

Take Disney for instance.

At Disneyland and at Walt Disney World it was found that the cleaners of the parks were often asked for directions [by customers].

And so Disney went about setting up a protocol and business plan that trained their cleaners to be able to give park guests directions, and to not only be proficient, but to be able to exceed the expectations of the guests at those parks who were in need of those directions.

And this is what Disney did….

Every time a cleaner was asked by a park guest for directions to some other part of their park, what those cleaners did was to escort those guests to that place in the park they had enquired about.

“Let me show you. Please come with me….”

Is far more powerful than:

“It’s over there.”

Supermarkets and grocery stores have also adopted the same protocols.

How many times have you needed to ask a shelf-stacker where you might find the Paul Newman’s Spaghetti Sauce?

Isn’t it nice when the shelf-stacker says:

“Let me show you”

And then leads you off to the correct shelf to find the product that you need.

How does all this relate to dentistry?

That’s simple.

Every employee in your practice needs to be empowered with the ability to solve every problem and every question that the patients and customers can raise.

Every staff member must have the knowledge of procedures and practice to be able to SATISFY immediately the concerns of the patient, so that the patient feels fulfilled and content with the explanation given.

If your team member is not able to answer the patient’s question, then it is imperative that an immediate solution path is proposed, to satisfy and answer the question from the patient.

“You know Betty, that’s a very good question. Let me check with Jayne and get straight back to you on that.”

Is far better than:

“I wouldn’t have a clue.”

“I don’t know.”

What you need to do:

As the practice owner, you need to educate and train your team to be able to answer all questions posed by patients and callers to your practice.

All team members need to learn, process and PRACTICE the correct answers, so that when questions do arise from time to time, they are ready and proficient with those answers.

Telling them what to say is not the answer.

Having them learn and become proficient at spontaneously being able to answer all questions IS THE ANSWER.

It’s up to you….

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The Ultimate Patient Experience is a simple to build complete Customer Service system in itself that I developed that allowed me to create an extraordinary dental office in an ordinary Sydney suburb. If you’d like to know more, ask me about my free special report.