How is your practice going? I don't mean profits, number of patients, or the team's performance. I'm talking about the actual building that holds your practice. Patients see the little things you don't. They see the weeds in your parking lot, the air freshener that ran out, the bug that got stuck in the observation light. These things may be little, but they really add up. Flaws in the physical space can hinder the patient experience.
They also affect which tier you're in. Think of it this way - you might think your practice is a Michelin-star restaurant, but your patients think it's a McDonald's!
Find the little flaws by walking through your practice with the eyes of a patient. Ask your team to sit in the waiting room, walk the hallways, and lie in the observation chairs. Have everyone write down what they see and discuss their findings after the exercise.
Divide the flaws into three categories: it costs nothing, it costs a little, and it costs a lot. Fix the flaws that cost nothing first, like pulling the weeds in your parking lot. Then, replace the air freshener that ran out four months ago. Lastly, call someone to get that dang bug out of the light bulb!
Watch this video with your team to see how the exercise works. We also have a webinar that speaks on this same topic. Watch the replay, here!
A few quick fixes go a long way toward improving the patient experience!
Kirk Behrendt is a renowned consultant and speaker in the dental industry, known for his expertise in helping dentists create better practices and better lives. With over 30 years of experience in the field, Kirk has dedicated his professional life to optimizing the best systems and practices in dentistry. Kirk has been a featured speaker at every major dental meeting in the United States. His company, ACT Dental, has consistently been ranked as one of the top dental consultants in Dentistry Today's annual rankings for the past 10 years. In addition, ACT Dental was named one of the fastest-growing companies in the United States by Inc Magazine, appearing on their Inc 5000 list. Kirk's motivational skills are widely recognized in the dental industry. Dr. Peter Dawson of The Dawson Academy has referred to Kirk as "THE best motivator I have ever heard." Kirk has also assembled a trusted team of advisor experts who work with dentists to customize individual solutions that meet their unique needs. When he's not motivating dentists and their teams, Kirk enjoys coaching his children's sports teams and spending time with his amazing wife, Sarah, and their four children, Kinzie, Lily, Zoe, and Bo.
