Begin with the end in Mind
In order to get somewhere you must know where you want to go.
Tonight we had a meeting to brainstorm and piece together a skeleton for the direction of our careers and our reputations as professionals. We have decided to work with a consultant who specializes in creating successful Start-Up Dental practices. The team at Ideal Practices will work alongside my wife and I to create our dream practice.
Start with the end in mind. 15 years from now what would be the BEST possible review we can get. What would we want others to be saying about our practice. When a patient walks into our doors, greeted by our team, receives treatment, pays the bill, leaves the office. How would we want our patients to experience all of this? Below is what are best every review possible would be.
(Our Best Review Ever) - Dominic’s Version
I don’t usually write reviews but I could not wait to write this one. I am sitting in my car unable to drive off until I share this with the world. I just had an appointment at Toothsome Dental with my 16 year old son and it was the BEST dental appointment we have ever experienced. As we walked through the doors to enter the office I was caught off guard by the modern and beautiful atmosphere. It felt like I was walking into a model home, not a dental office. The receptionist greeted me with a big smile as if she was genuinely happy to see us. She even asked how my son’s soccer tournament was. She made us feel like we were old friends catching up on life. We couldn’t have been waiting for more than 5min before we were called back for our appointment. I really like that we were able to be brought back at the same time despite both having dental procedures being done. The assistants called our names and made great conversation with us as they brought us back to designated rooms. I tend to be worried about my son during his dental appointments but I felt my anxiety vanish because I knew he was in great hands. The assistant placed my bib on and even asked if I wanted a warm blanket as the room was a little cold. Very shortly afterward Dr. Chapman walked in with a big smile on his face as usual. He may be one of the most personable dentists I know. He always makes me laugh and forget that I am even at the Dentist. When it was time to get numb Dr. Chapman talked me through the whole ordeal and it was virtually pain-free. He then set my chair back so I could watch TV (which was on the ceiling, sooo cool) and gave me headphones. He left the room and gave me some time to get COMPLETELY NUMB. I really like how he didn’t start working right away. After about 10minutes he came back and said “Ok Sharon, your son is all done. We did the filling and he did great.” I could not believe he had done the filling on my son already. As he began working on me he was very attentive to my needs. If I felt anything more than I wanted to all I had to do was raise my hand and he stopped IMMEDIATELY. The procedure was pain-free. Throughout the whole procedure, he was engaged in great conversation with his assistant which actually took my mind off of what I was actually having done. When we were done he went over what to expect in the coming days. The assistant then took me up to the front desk so I could pay. Even paying was made easier as the office manager was very educated when it came to my insurance and everything was very transparent and written out in plain English. I was happy to pay. This office is a well-oiled machine. Everyone who works there goes out of their way to make you feel like family. They all work great with each other. The assistants are always very happy which shows that they enjoy working there. They also seem to enjoy working very much with Dr. Chapman. I can tell that he is respected by his team and that he gives his team members that same respect. I would recommend this office to anyone who is in need of dental work. They are the best.
(Our Best Review Ever) - Shannon’s Version
There is definitely a first time for everything and today was the first time I can honestly say I had the best dental visit of my life! I haven't been the best about making it in for every appointment over the years, but what stuck out to me when I first walked into Dr. Chapman & Dr. Shannon's office was how friendly everyone was. I received a warm welcome as I walked into the office and the front desk staff offered me water while I was filling out paperwork. Once I was seated, I couldn't help but notice the beautiful decor. It looked like an HGTV designer had come in to make the space inviting, warm, and clean. I've never seen anything like it! From the cool tones of the wood finishes to the bright sunlight streaming through the windows. I felt transported. All of this before anyone ever looked at my teeth!
Once I met my doctor I felt at ease; like I was getting to know a new friend. I also overheard some of the conversation in another room. A patient was updating a staff member about her son's recent graduation and they both reminisced about how he had started visiting the office as a little boy. I knew then that I wanted to stay at this office and reminisce about my family and friends during my follow-up visits. In fact, I can't wait to tell all of my friends, family, co-workers, and complete strangers that they need to come to this dental office.
During the exam I felt like part of my treatment team; I set goals and my doctor gave me options to help me reach them. I never felt like I was lectured or belittled about areas that needed work. I really felt comfortable and that my opinion mattered. I especially liked that I was asked if I had any questions. Who wants to feel confused when they're investing in their health? After seeing my x-rays and pictures on the screen in my treatment room, and discussing payment options with my treatment coordinator, I am ready to move forward.
I like that there was zero pressure, zero gimmicks, and I've found my neighborhood dentists for life! I'm eager to start my treatment knowing that a portion of the proceeds from my treatment will fund programs for my community. I was blown away today and highly recommend Dr. Chapman & Dr. Shannon to everyone!
These reviews are important because they give us something to aspire to. They give us a roadmap on how to build our practice. Every process we implement, team members we hire, piece of equipment we purchase, must be done so with the intention of it helping to develop that perfect patient experience. If we ever lose sight of the direction we are going, we have these reviews to come back to.