Practice Management

Why Your Team Is Critical to Delivering Exceptional Service: Part 1

No dentist is an island, which is why you’re always hearing about the importance of your team. It’s a lesson we all need to be reminded of throughout the years as we grow complacent, things change, or new challenges arise that reveal cracks in our team’s capabilities.

Your Team is Key to Exceptional Service

Because exceeding expectations is an intangible thing, you can’t easily make it an actual practice policy. It’s not a rule, it’s a goal. If you want to make delivering exceptional service part of your practice brand, it needs to be an aim shared by all of the people on your team. They must genuinely enjoy delivering exceptional care. It must be the attitude that drives them.

But like anything, your intention to mandate exceptional service can backfire. This will leave you frustrated and your patients confused. A great analogy of this is an experience my husband and I had purchasing a car. The salesman insisted on taking us to a repair place nearby, despite the fact that we knew where it was. He told us he couldn’t get a ’10’ on the sale otherwise. As it turned out, this task was necessary to fit the quality control expectations of his superiors.

Exceptional Service Can’t Be a Mandate

This transparency wasn’t a good thing. It made it sound like our salesman was more worried about his performance review than our needs. The exact same problem can happen in the dental office. It’s why you don’t want to make exceptional service a strict rule. It has to be genuinely wanted by your team.

So how do you develop a practice culture that makes this happen? It all comes down to three key factors that will encourage your team to embody a true passion for patient care …

Check out Part 2 of this series soon!

Mary Osborne RDH

Mary is known internationally as a writer and speaker on patient care and communication. Her writing has been acclaimed in respected print and online publications. She is widely known at dental meetings in the U.S., Canada, and Europe as a knowledgeable and dynamic speaker. Her passion for dentistry inspires individuals and groups to bring the best of themselves to their work, and to fully embrace the difference they make in the lives of those they serve.

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