
Thomas Giacobbi, DDS, FAGD
Editorial Director,
Dentaltown Magazine
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I earned my Fellowship in the Academy of General Dentistry (FAGD) five years ago and I have been a member of AGD since 1995. The AGD's annual meeting is in a different location each year and it always provides a great lineup of continuing education (The next meeting will be July 8-12, 2009, in Baltimore, Maryland).
The Coach
At this year's AGD meeting in Orlando, Florida, I had the pleasure to listen to Lou Holtz, the famous former Notre Dame coach and current NCAA football commentator for ESPN. He is a dynamic motivational speaker, and naturally his themes revolve around leadership and positive attitudes. Mr. Holtz shared many memorable lists and one of my favorites is the three questions that everyone asks themselves of people they meet (seen below at left).
How would your patients answer these questions about you? If you cannot answer "yes" to all three questions when asked of yourself, use them as a daily mantra to improve your patient relations. Another memorable quote came during one of his discussions about teams. Each one of us has a team that we work with every day and our success depends upon this special group of people. He said simply, when a new person joins your team, "You will become us, we will not become you." Everyone on the team must share common values and work toward shared goals.
The Mouse
A trip to Orlando is not complete without a trip to Walt Disney World. Disney is the envy of many companies because it has mastered excellent customer service and efficient operations on a large scale. Visiting four of the parks in Walt Disney World with my family, I had a renewed appreciation for the Disney magic. I also wondered how many dental offices shared Disney's obsession with great service. After all, providing health care services does not excuse poor service.
Here are a few instances of great service I witnessed while at Walt
Disney World:
Fast Pass – A "fast pass" allows you to go to the head of the line of a popular ride at a specified time. In other words, it's an appointment. If you choose to wait in line, a sign above the entrance gives an accurate estimate of your waiting time. Are you giving patients accurate wait times? Are you seating patients with appointments on time?
Nametags – Everyone who works in the park is wearing a nametag, so your first question doesn't need to be, "Do you work here?" The nametag is simply a small part of their uniform. Does your staff wear a coordinated uniform? Does everyone in your office wear a nametag? |
Three Questions Everyone Asks Themselves of People They Meet
- Can I trust you?
- Are you committed to excellence?
- Do you care about me?
Dr. Giacobbi (left) with legendary football coach Lou Holtz. |
Directions – Disney employees are cross-trained beyond their assigned area so they can answer any question you might ask, or find someone with the answer. Does everyone in your office answer the phone (including the doctor)? Can every member of your office team schedule an appointment?
Efficiency – One night we stayed late in the Magic Kingdom to see the evening parade. About one hour before the parade, poles and ropes are set along the entire route as thousands of people gather to see this daily event. When the event finished we watched a team of three wind up the rope and pick up the poles lining the route as they kept within 10 feet of the last float. That's efficient. Do your patients comment on how well you run your office?
You don't need cartoon characters to have a well-run office, but I think taking the Disney quiz is a great way to refocus your attention to details. Sharp finish lines, painless injections and a clean environment are only the first half of a successful dental practice. |