The Passionate Pediatric Dentist

Delivery systems, how you make your vision a reality is where everything starts to come together. This is the third point on the compass, which Disney divides into three categories: employees, setting, and process. If you want your organization to be exceptional, take time to think about what delivery systems you have in place for each of the three categories to ensure your guests receive outstanding customer service.

We continue our discussion on the second point of Disney's quality service compass, quality standards. In your office, you need to have quality standards that allow you to both meet your goals, and serve as the measures of your level of service. Does your TEAM know what the quality standards are for your office? What are examples of how your office embodies the four Disney quality standards of safety, courtesy, show, and efficiency?

This week we talk about Guestology, Disney speak for anything and everything related to their guests. Guestology is the art and science of understanding the wants, needs, and experiences of your guests. Disney is the best. What we hope you take away from this podcast is a deeper appreciate for why taking time to see your practice from your patients eyes is so important. Do you have a system for studying your patients/guests experience?

In this episode we talk Frenectomies with Dr. Greg Notestine (A General Dentist who has treated over 13,000 patients) and Mrs. Jen Steinke (RN, International Board Certified Lactation Consultant, and CranioSacral Therapy). This is an epic discussion that covers, assessment, diagnosis, treatment and the ideas and controversies surrounding this hot topic. This is one of the best discussions I have had the pleasure of having on this topic and I hope you find it as informative as I did. Enjoy!

As we continue our journey through the book, "Be Our Guest, Perfecting the Art of Customer Service", we discuss the concept of quality service and what it means in Disney speak to "bump the lamp". Attention to detail is essential when trying to create a magical experience for your guests. How well does your organization pay attention to detail?

How we converse is essential to being successful!

Having the right people in the right place to handle the right job is essential for any organization. You have the have the right decision makers in the right location at the right time. If you do not, you need to empower your TEAM to know what decisions they can make, and those they cannot.

No matter what organization or business you run each of us will face the same challenges. What is important is that your organization is aware of this and you are intentional about being prepared. We continue our podcast series working our way through the book, "Be Our Guest, Perfecting the Art of Customer Service". Let us know what you think!

Outstanding organizations recognize the importance of chance. In order for your organization to endure and grow, you have to be willing to embrace change.

Impressions are everything. You need to take time to train your TEAM to speak well so that they can make the right impression the first time.