Smiles Everyone…Smiles!

"Smiles Everyone...Smiles!"
(This one's especially good for the team too!)

Do you remember the classic, cheesy romantic TV show
"Fantasy Island"? In each episode, a few people would
arrive to have their dreams fulfilled by Mr. Roarke, who
along with his undersized sidekick Tattoo magically
made it all happen.

Don't worry...I'm not going to focus on love stories or
any actual "fantasies" the characters had on the show.
(That would be too tempting!) But I am going to zoom in
on the FIRST 2 MINUTES of every episode, and how it
SHOULD relate to your dental practice.

As each episode began, the small seaplane carrying the
guests would approach the island. On lookout, Tattoo would
announce "The Plane, The Plane!" and ring a big bell.

Then, like a little army of giggling worker ants, all the
staff members of Fantasy Island scurried around, making sure
everything was ready and in place for the arriving guests.
They would all physically line up in their proper positions,
and then Mr. Roarke would approach them and say:

"Smiles Everyone, Smiles!"

At that precise moment, the new guests would step off
the plane, to be met by the best prepared resort staff in
television history. Every episode, every time, they
were READY...and they always made an excellent first
impression on the guests.

What's it like when YOUR new (and existing) patients
enter YOUR practice? Are they met with happy, smiling
faces, or an empty front desk area. Are new patients
handed a clipboard or OFFERED a beverage and a smile?
What is THEIR impression of your practice as they walk
through the door?

These are ALL good questions to ask! The TRUE answers
will go a long way to predict how they will perceive their
experiences to be in your office. It may not be fair, but
patients will extrapolate their first impressions of your practice
to be a representation of YOU, your quality of service, even
your quality of dentistry!

Every once in a while, you may want to sneak out the back door,
then walk in the front door, just like a patient would. What
do you see...or NOT see? Ask your most valued patients what
they think. Then give them what they want!

Everyone on your team should be ever-conscious of when patients are expected to arrive...and be READY for it. Preparations made, team in position, ready! Just like in theater when they say "Places, places!" right before the curtain goes up.

And when the patients walk through the door...

"Smiles Everyone, Smiles!"

All my best,
Chris

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