Good to Great - Customer Service
“Good is the enemy of great; Complacency is a key reason that we have so little that becomes great. We don’t have great schools principally because we have good schools. We don’t have great government principally because we have good government. Few people attain great lives because it is just so easy to settle for a good life! People are NOT your most important asset. The RIGHT people are your most important asset! We expect that good-to-great leaders would begin by setting a new vision and strategy – instead we find that they first got the right people on the bus, the wrong people off the bus, and the right people in the right seats…. And then they figured out how to drive the bus. The old adage ‘People are your most important asset’ turns out to be wrong. The right people are your only asset.” - Jim Collins, author of Good to Great.
How do patients view your customer service? It all comes down to a few areas, i.e. customer service, employee morale and positive vs. negative image. Is attitude a contributing factor in customer service? You bet it is! I believe it is the top in one of four key factors in self-development, and ultimately customer service, that makes one practice good and another great. Dentistry has a lot to offer to someone with the right “will do” attitude vs. a “can do” attitude. I would rather have an employee with the right “will do” attitude then one with “can do” attitude any day. Let me explain.
ATTITUDE is the key factor to the “cycle of self-development.” There are four cycles to self-development: Attitude, Knowledge, Practice and Skill. Every one of us goes through these cycles of development every time we are introduced to something new. Think of riding a bike, switching to digital radiographs, introducing ortho or implants in our practice, new materials, etc.
Struggling with attitude in your office? Begin with evaluating your office to see why you lack customer service or how to improve your customer service. Several key areas to help your team become more responsible are:
“You can accomplish anything in life, provided that you do not mind who gets credit.” - Harry S. TrumanYou make a difference with patients and we make a difference with YOU. We will help you build enduring greatness through a blend of humility and professionalism in your office. Interested in how? Call 877-777-6151.
Interested in speaking to Gene about your practice concerns? Email firstname.lastname@example.org
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