Much is said about standards

People talk a lot about standards. Particularly among the owners of dental practices, big and small. It is trendy.

Standards for telephone conversations, working standards.

Standards – this is not a premium service. True premium service goes beyond standards and sometimes exceeds them. Premium is not what you have to do for your client. Premium is when you can do nothing (according to the standards), but you do more, you give more from yourself. When you add sincerity in your desire to help.

This is a premium Extra will for a client.

Clients may forgive a lot. The absence of what they think they need. Higher rates than the competition. Almost everything, except for poor service.

This is because one can forgive almost everything, except for humiliation.

Unfortunately, this is exactly what we often feel in shops, restaurants, banks and also – in private medical clinics.

What is the problem? People, who provide the services in the premium segment? People, who work there?

Their managers speak one thing and do another. They often don’t see these views as their own. They think differently. The whole concept of the premium sector is alien to them.

True premium service, as well as true loyalty come from the heart. A pile of documents, standards, rules, control systems and financial incentives cannot produce true good service. It must come from the inside, from corporate culture.

What should we strive for, when working with the personnel:

1. I am ready to hire anybody. Without regard to their experience, certificates etc. I don’t look for references, never call former employers. There is just one thing that I am interested in – the answer to the question: “Why do you find this job interesting?“. If they manage to convince me that it is truly interesting, I hire them.
2. I believe in the second chance. Anybody can slip and make a mistake. But I don’t believe in the third chance.
3. As much and as good one may work, as impressive their results may be, I would fire them immediately, if they turn into a toxic personality. Intrigues, gossip, lies, turning the environment into a toxic swamp – we part ways on the spot.

Everybody must do their best to make sure that the entire team’s attitude, when entering the clinic is: “Hurray, it’s Monday”, and not “4 more days till Friday“.

If we achieve that, we would have a better chance to reach the hearts of our premium patients.