Area Manager, Gary Nelson, shares his view that it’s time to start fighting back after the pandemic.
Here’s a quote that is as true to life as it is to boxing:
“Everyone has a plan until they get punched in the mouth” – Mike Tyson
Back in the 2010s, and even in the early months of 2020, dentistry had a real buzz about it. I remember it well; you must surely remember it also if you allow yourself the time?
The patient experience was at the centre of it all.
Utilising different communication methods was a definite key to success.
Team huddles were a standard part of everyday independent practice.
Lots of team-focussed training and development took place. I could go on and on.
Then the punch in the mouth came, and the plan went out the window – Covid arrived. Followed on by what feels like a combination of other smaller punches since. Leaving most, if not all of us, feeling as if they are on the ropes; feeling as if, at times, we are flat on the canvas waiting for the count of ten.
At times, these last few weeks it certainly seems like many are feeling flat on the canvas, with demands and waiting times increasing to uncomfortable levels.
Now you might think I am barking mad, but what a great place to start a fightback from – “flat on the canvas, waiting for the count of ten that never comes”.
Very soon, your practices will surely revert to normality and the patient demand will fall to acceptable levels. Everything in life tends to flow in cycles. So:
• Is it time to start to shift the team focus once again onto some positive things? Designing a new Business Plan, like the one before you got punched in the face?
• Is it time to start the team focussing on your patient experience again?
• Is it time to get the team focussed on a journey of positive change, rather than reactive change?
• Is it time to start leading proactive changes in your practice once again?
Then let’s step out of the metaphorical boxing ring.
What CAN you and your teams do?
In the 2010s the following were commonplace; which of them can you start implementing and taking back control of your practice and your patient journey?
Newsletters
Professionally designed and branded to allow your patients to keep up with the news around the practice such as new products, new services, new technology, new team members, who got married, who has had a baby, and in the new world – the current appointment delays and the positive numbers of patients you have helped these last two years or so.
The team huddle
How important was this before the punch in the face? Who is in today? Are they on membership? Have they whitened previously? Haven’t they whitened previously? Who needs a full photographic exam? Who needs a scanner-led exam? Have we previously asked for a friend referral? any birthdays in today? Etc.
The coffee welcome
Can we get you a coffee, and what type would you like? In the finest cups or branded cups, of course!
Television screens that communicate and entertain your patients.
When where these last changed?
Positive, fun and informative posts on social media
As with newsletters, start communicating and entertaining again instead of the direct selling that we all too often see these days.
Team training
Stop what you are doing, stop how you’re doing it, and take the time to think: what will the patient want from an independent dental practice in 2023.
Website
When did you last revamp it/overhaul it/change the messaging?
There are lots of positive changes you can focus on by getting up from the canvas, getting up from that feeling of the count of ten. Change the direction and instil that passion and buzz back into your care package. The world will stop punching soon enough!
I do honestly think it is time to start pulling in a positive direction again and there’s no better time to do that than now.
Many of you will have teams that have changed from three years ago, let alone 10; they may well have some fab ideas to help, so ask them!
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