Loyalty Through Leadership Process

So, do your patients think you're the greatest thing since sliced bread, or does their face look like they just drank sour milk when they think about your practice?!!

Wouldn't it be nice to be telepathic and be able to know what they're thinking? But then again, maybe that wouldn't always be a good thing. Sometimes it might be R−rated!!

Wouldn't it be great to know that your staff is so good that you don't have to worry about what your patients think, because you already know! The reason you know is that you are using our Consumer Loyalty Assurance Program. So you're getting good hard data that shows where your practice's strengths and weaknesses are when it comes to Consumer Satisfaction. Now you're ready to move on to the Loyalty Through Leadership Process!

So just what is Loyalty Through Leadership? What could leadership possibly have to do with Dentistry?! Bet you thought dentistry was about teeth!! Isn't it?

Well, yes it is, but loyal consumers that want to return to your practice require leadership within the practice!!

Leadership is what transforms your staff from a group of order−following robots, to self−motivated problem solvers who can handle whatever the patient throws at them! Just imagine a staff that is empowered to handle all of the day to day practice details while creating an atmosphere that will encourage your patients to become loyal consumers, who not only return themselves, but tell their family and friends about you as well.

So what will it take for you to find this kind of staff members? Chances are, they are already working for you. Pardon my harshness, but all you need to do is get out of the way and let them grow into their potential!!

We have developed a complete package that will help you to 'move out of the way' and assist your staff members to become leaders themselves. Once they learn to implement these skills, not only will your "practice management headaches" begin to go away, but you will find yourself being able to do those things that you went into dentistry to do in the first place, and your staff will expertly handle all the details of the practice.

This package is the Loyalty Through Leadership Training Process. If you follow and implement the process as outlined, we guarantee that you will see a dramatically improved staff that is paying close attention to consumer satisfaction and thereby creating Loyal Consumers.

Purpose: To establish a practice that is based on consumer loyalty or the establishment of providing consumers with an exceptional dental experience that is so significant that they will actively refer others to your practice while allowing and requiring staff members to engage at their potential.

Methods:

• Establish a practice service culture.
• Establish a leadership model that creates and utilizes teams and an aligned goal process (teams meet weekly at first, monthly once functioning; staff meet as a whole quarterly).
• Monitor practice, team, and individual goals − reported quarterly
• Monitor the service culture − reported quarterly
• Monitor the leadership culture − quarterly internal assessment

While the methods are not new and certainly are not rocket science, the implementation of the methods will require trust from the Doctor/Owner/Manager as well as encouragement from same to no longer rely on "orders", but to think and act responsibly in a goal oriented, personal leadership environment. The process of establishing practice, team and individual goals is a powerful, crucial process that the staff must be led through. This is your challenge to accomplish in the training process versus our partnership program, where we lead you and your staff through the process.

Process: The process timing is set up by the practice owner and is determined by the needs of the practice and level of the staff. Because some staff changes may be necessary, it is difficult to predict the amount of time it will take to get through all 5 process levels. The process is one of training, monitoring, and adhering to the goals of the practice. Where staff does not have the resources or ability to meet the established goals, they will be trained to meet them or encouraged to be employed elsewhere. Adherence to the process is generally clear in the goal setting process and whether they agree to the establishment of goals from the beginning. Reporting and informing will be established dependant on the desired involvement of the practice owner.
1. Introduce the Loyalty through Leadership process and establish a Service Culture Statement and service data baseline. (60 minute staff meeting)
2. Establish teams − Dental, Hygiene, Office (30 minute staff meeting)
3. Establish Practice Goals (30 minute staff meeting [doctor should have already established 3 goals prior to this meeting so that the doctors direction is clear] done in conjunction with establishing teams).
4. Teaching and establishing team goals that align with the practice goals (45 minute team meeting, multiple teams in different areas simultaneously)
5. Setting individual goals with benchmarks that align to the team goals (60 minutes with teams).
6. Establish a clear data collection and monitoring process for all aspects of the established goals. (completed in team meetings and individually)
7. Create a compensation plan that is an incentive structure that rewards the adherence to and completion of the established goals. (introduced and determined in team meetings and individually)
8. Establish hiring practices that hire to the service culture and gain goal commitment prior to application acceptance and allow teams to interview and make hiring recommendations. (completed and monitored in teams)
* Travel expenses will be billed back to you − No, we don't travel for free!!
** Any charges incurred by the Mystery Patient will be billed back to the Practice (i.e. if an exam and bite−wing x−rays are charged at $90, the office will be billed back $90 to reimburse the Mystery Patient).


Selecting the Loyalty Through Leadership Program or Loyalty Through Leadership Partnership Program qualifies your practice to be included in our Creating Change Extraordinary Service Award given to those who score in the 95th percentile or above in 3 of the 4 quarters measured

It also qualifies your staff for the Extraordinary Service Moment award. This is an individual award given to any staff member who receives 3 or more Extraordinary Service Moment recognitions throughout the year.

Our Promise: If you are not completely satisfied, we will work to exceed your expectations and you can discontinue at any time before the next billing.

Click here to request more information on how to get started right away.