February 04, 2025

493: John Formica - Using the Disney philosophy to the most loyal patients ever

52 minutes

Just Imagine "If Disney Ran Your Business, What Would It Look Like?"

Welcome to The Savvy Dentist Podcast with Dr. Jesse Green, the show where great dentistry meets savvy business! Whether you're a dentist, practice owner, or someone passionate about personal and professional growth, this is the podcast where you'll discover strategies, tools, and insights to take your business to the next level while finding more balance, freedom, and fulfillment in your life.

Today, we're thrilled to welcome John Formica, also known as The "Ex-Disney Guy". With over 25 years of leadership experience, including a distinguished tenure as a top executive with Disney. John has become one of the most sought-after speakers and consultants in customer experience and service excellence.

During his time at Disney, John played a pivotal role in shaping the "Disney Way" of creating magical experiences for guests, and he now helps organisations around the world achieve extraordinary customer service, brand loyalty, and team engagement. His ability to transform businesses into "magic kingdoms" is truly inspiring and practical for any industry—including dentistry.

In this episode, John will share the secrets behind Disney's world-renowned customer service and how you can apply those same principles to elevate your dental practice. From building a culture of excellence to delivering experiences that keep patients coming back, John’s insights will empower you to stand out in a competitive market. So, grab a notebook and get ready for an engaging conversation that will help you create your own "magic" in your practice.

Let’s dive in!

[06:16] - The DNA of Disney Org can be used to build your dental practice culture.

[11:08] - Mission Statement vs. Vision Statement. Understand when and how to use them effectively in your business.

[18:47] - Empower your team to provide exceptional customer service, just like Disney … John describes exactly what to do.

[28:42] - Walt Disney Imagineering Research & Development, commonly referred to as Imagineering, is the research and development arm of The Walt Disney Company. John explains how you can utilise the same philosophy within your own dental business. This is powerful!

[36:39] - Great examples of exceptional customer service to inspire you to be creative and implement within your business.

[44:15] - How to turn a mundane experience like waiting for an appointment ... into a wow factor for your patients.

...more