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"We've got to put the fuel in before we can expect heat.  Likewise, we've got to be of service first before we can expect money.  Don't concern yourself with money.  Be of service...build...work...dream...create!  Do this and you'll find there is no limit to the prosperity and abundance that will come to you."
 

 ~  unknown


About Judy Kay...
Positive~Practical~Proven! 
Her message empowers, energizes, and exhilarates others to maximize their performance and get results.  She excels at creating a happy, healthy and high performing work environment by developing leadership, opening mindsets, elevating attitude, strengthening communication skills and  doctor/team/practice revitalization.  
 
- Her encouragement, creativity and dynamic spirit are contagious.
 
- A natural communicator and trainer with 25+ years' experience in the industry.
 
    Internal
      Messages
          Always
              Generate the
                  External!

 
 
Judy Kay Coral Jacket 
 
Judy Kay Mausolf
 
952-435-4355
 
 
Health Glow

 
"It's one of the greatest compensations in life that no one can help another without helping themselves."
 
- Ralph Waldo Emerson

 
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September 2010
 
September 
 
 Service 
 
the
 
Secret to
Success!
 
 
 Service wa Smile

   

You've said it before..."This year will be different."  But WILL it?  Make 2010 YOUR year to change.  Learn more, do more, become more!  We are excited to offer this newsletter to help inspire and empower our readers to maxmize their performance and shine!

 
Monthly Podcast 
  
Ear 
Click on Service or the orange box to listen to this month's pod!
(under 3 minutes)
 
 
 
First Impressions
 
This month's newsletter is dedicated to Service the Secret to Success.  Carl Holmes said this about it:
 
AND THEN SOME....these three little words are the secret to success.  They are the difference between average people and top people in most companies.  The top people always do what is expected...and then some.  They are thoughtful of others; they are considerate and kind...and then some.  They meet their responsibilities fairly and squarely...and then some.  They are good friends and helpful neighbors...and then some.  They can be counted on in an emergency...and then some.  I am thankful for people like this, for they make the world a better place.  Their spirit of service is summed up in these three little words...and then some.
    
 
   Service smile 
  
"Customer service is not a department... it's an attitude."
 
- M. Anderson
 
  
Personal
Inspiration
  
                   
There are three components of value to help you succeed at serving others to create an over the-top experience.  What I refer to as the 3 C's of service, Connection, Consistency, and Care.  It is imperative these three components are exemplified by every team member with every patient at every visit, and always based on what's in it for them (WIIFT), the patient.
 
 
 
        Connect puzzle
 
  

Let's start with Connection where relationships begin.  Start out by warmly welcoming the patient to the practice and thanking them for coming to your practice.  Introduce yourself by saying your name slowly.  We have a tendency to rattle our names off because we say them so often.  When our patient  doesn't know our name it can be awkward for them to address us or ask questions.  Take time to get to know a little about who they are as a person before initiating any treatment questions.  Patients want to be treated as a person and not just a mouth waiting to be treated.  

  
The number one thing to remember is that the appointment is not about you or your agenda for the patient.  It is about the patient and what they need or desire.  The best way to know what your patients want is to ask questions.  Avoid leading questions, the kind, where we fill in all the blanks and they only have to answer yes or no.  That's not really a question as much as it is a statement waiting for agreement or disagreement.  Ask open questions, for example, "What are your goals for your oral health care?  Are you happy with your smile?  How does your mouth feel?  How would you like your mouth to feel and look?"  Allow the patient to take a key role in the treatment diagnosis and treatment planning process by asking ongoing questions.  In other words, ask, ask, ask and then really listen to what they are saying.  WIIFT is the patient will feel like you are tuning into their specific needs and desires instead of just another cookie cutter dentist with the same expectations for every patient.     

 
   
  

Agenda

Consistency is the second component of value.  Every team member consistently serving every patient, every visit.  
 
Let's start with consistency of team members.  I will keep coming back to your office if I have an over the-top experience with everyone I come into contact with on your team.  However, it may take only one bad connection to be enough to dissuade me from coming back to your office.  I may have really connected well with the the front desk person and the doctor, but had a bad experience with the hygienist.  Depending on how bad of an experience and my threshold of tolerance, I may decide to go elsewhere.   
 
The next is consistency with patients.  Let's say I am your patient and I have either referred other patients to your office (I am sure we are all asking our patients for referrals right?) or I am colleague, friend, or family member of another patient.  If we share our experiences about your office and they differ, we may feel we received different levels of service. 
 
The next is consistency of service.  We are only surprised once.  After the first time it becomes an expectation and we become disappointed when something doesn't happen as we expected.  We feel we got shorted.  For example, the first time you go to a restaurant, they seat you and serve you a delicious basket of freshly baked bread with an assortment of flavored butters.  You think, wow, this is great service.  The next time you visit the restaurant you are looking forward to a basket of freshly baked bread with the flavored butters.  If this service doesn't happen you may feel cheated or disappointed.  It is no longer a surprise or something extra the restaurant did.   It has now become and expectation and affects how we judge their service.
 
It can be difficult to stay consistent if we try to do too many things at one time.  Identify the services that you can be the best at and enjoy performing.  The old saying less is more holds true.  Discuss as a team what your office wants to be known for, think of it as your brand.  Think about what you want people to say about you and your office to others.  What are they currently saying?  How can you raise the bar and make it even better?  Start with only a few things and then practice, practice, practice to be consistent.  WIIFT is your patients will receive over the-top service, from every team member, every visit.      
 
 
"Service is the lifeblood of any organization.  Everything flows from it and is nourished by it. "~ unknown
 
 
Professional Inspiration
   
The third component is to show how much we Care for and about our patients.  You may have heard the phrase, "People don't care how much you know until they know how much you care."  One of the best ways to show your patients you truly care about them is to always focus on the what's in it for them (WIIFT).  
 
Focus on WIIFT when diagnosing, treatment planning, and consulting.  Don't assume you know the answers to what they desire or value.  
 
Ask open ended questions to understand what your patient wants and needs instead of what you think your patient wants and needs. 
 
Build a personal relationship by connecting with your patient on a personal level.  Allow your patient to do most of the talking.  I suggest 80/20 rule, your patient talks 80% of the time and the team member 20% of the time. 
 
Ask your patient if they have any questions regarding today's treatment. 
Address any questions, issues or concerns your patient has prior to starting their treatment. 
 
If your patient acknowledges they are anxious or seem anxious ask them what is making them anxious and address each concern. 
 
Do everything you possibly can to make their visit comfortable and enjoyable.  Check with them often during procedures and offer services to make them more comfortable, such as a drink of water or a break to relax. 
 
Reinforce how well they are doing throughout their appointment. 
 
Thank your patients at every opportunity you have to work together.
 
End each appointment with a warm goodbye.  
  
 
   

Care - dog & cat

   
  We show that we care for one another by being sensitive to each others' needs and showing kindness.
 
Every one of us can make a difference and create meaningful experiences for our patients that will motivate them to come back.  How?  Put our personal signature on the job.
 
Go home tonight and think about something you can do for your patients to make them feel special - that experience that will make them want to come back to your office again.  People will forget everything except how you made them feel!
 
 
Practicing Solutions
 
                 Detour Sign 
 
Situation: 
 
We often have new patients schedule an exam with our office and then fail their appointment.  
   
Solution: 
 
 
Steps to resolution:
 
Consistently having new patients fail usually means there is a lack of connection to your practice and lack of value in coming to your practice.  There are several steps to help you resolve this situation.  First, it is important to build a connection with the new patient at the start of the call by welcoming them warmly, asking their name, and asking questions that help build a personal connection.  Next, ask questions to find out why they really called.  Once you are sure you understand the caller's needs and desires, offer a solution by offering an appropriate appointment.  Reinforce why they made a good decision to come your office by sharing the benefits in coming to your office and why it is a good fit for them.  Now it's time to get their details, example, birth date, address, insurance information etc.  I have seen offices so focused on being efficient, they start the call with getting the details and never make a personal connection with the patient or share the benefits in coming to their practice.  It is only after you have made a personal connection, understand their needs and desires, offered an appointment solution, and shared the benefits of coming to your practice that you ask to get their details.  You have now created a connection with your new patient and generated excitement to come to their appointment with your practice.    
        

   

      
E-mail your situation for a solution to
 
 
 
Speaking/Schedule Highlights
 
 
September 10, M.O.D.L. Club, Omaha, NE
September 16-17, N.E.D.A.T. Club, Norton, MA
October 22-23, AADOM, Las Vegas, NV 
November 10-11, Bismarck, ND (private)
December 2, Dr. Tony Skinner Club, Edina, MN
 
Webinars
 
September 15, AADOM Vitual Study Club, New Patient Experience
October 20, WSDA, Communication Solutions
 
For more information on how you may attend a webinar or presentation please contact Judy Kay by emailing [email protected]
 
 
Will 2010 be just another 12 months in your life, or will it be the year that turns your life around?  Let us help you take the actions to maximize your performance, and get results.  Don't just make it a GREAT year make it an EXTRAORDINARY year!  In fact, the best year of your life. 
 
Contact Judy Kay today if you are ready to start the momentum to your best year ever!
 
952-435-4355