In this service economy today’s consumer has become an authority on good service. Because good service is such a rarity, patients notice it when it happens and advertise it to their friends and family. Knowing what a patient considers good service and knowing how to provide that takes more than luck. Practices that offer the highest quality and service have studied their patients and identified ways in which each staff member can communicate with them effectively. Tools like surveys and walkabouts, when used effectively, can identify gaps in the practice that need more effective service. And breaking the practice down to it’s various parts can help the office identify how patients are treated, what they are seeing and hearing, and what would impress them more. Finally, a structured consistent marketing plan to let existing and potential patients know of the practice’s quality and care, will allow the whole team to attract and keep the best.
- Have a clear understanding of the patient of today.
- Be able to look closely at your practice to improve service.
- Identify ways to find out what impresses your patients.
- Find ways to get your patients to advertise your great service to others.
- Empower your staff to communicate quality.
Audience: Dentists; Dental Team Members
About the Speaker:
Dr. William A. van Dyk has been speaking to dental audiences since 1985. Initially as part of the ADA Success Seminar team he brought practice management programs to junior and senior dental students in nearly half the dental schools in the country. As a follow up to Success he helped develop the Advantage Program, which has been offered to new dentists to help transition them into dental practice ownership.
Since 1985 Dr. van Dyk has been speaking to dental audiences at hundreds of meetings in the United States and Canada, including the ADA Annual Session, the Toronto Annual Meeting, the Chicago Midwinter, the Texas Meeting, the California Dental Association Annual meetings in San Francisco and Anaheim, numerous other state and regional meetings and dental societies. Using a combination of Powerpoint, video, and audience participation, he has impressed audiences with his understanding of what it takes to build and keep a successful practice. As a practicing dentist without the baggage of a consulting company to support and grow, he can concentrate on the real life issues that confront every dental practice. With years of experience in practice management as a faculty member at the Dugoni School of Dentistry and owner of a successful practice he can give the dentists and team members the tools they need to build success. Reaching beyond the dental office Dr. van Dyk brings information from a variety of businesses to the practice of dentistry. Overall, his unusual style entertains while providing useful knowledge that can be bought right back to the office.