The best advice I ever heard was, “Do not air your dirty laundry in front of your patients.”
There are many aspects of your practice you need to keep private.
After hearing this, I had a close look at our dental office.
What were our patients hearing while they were in our dental office?
I even started looking closely at what our patients were seeing as well.
In every business there is an on stage and backstage.
On stage is in front of your patients where they can hear and see you.
Back stage is what happens out of the sight of your patients.
There are many things you want to keep backstage away from your patients.
I recommend sitting down and making a list of what you want your patients to see and hear and what you want them not to see and hear.
You never want your patients to hear team discussions about what may be going wrong at the office.
Your patients only need and want to know what is going right.
If your patients hear about failures in your business, they will start to lose trust and confidence in your ability to care for them and become concerned that they will also experience the same problem.
Keep chit chat between the team, backstage and not in front of patients.
If you have time to chat, then why not chat with your patients not each other.
Everything you do in your business revolves around your patients so make your patients the people you talk to most of the time.
Have a good look at deliveries and how delivery people access the practice. Where you can have delivery access away from your patients.
A great way for you to see, what your patients see, is to pretend you are a patient.
Walk into your practice just like a patient. Look around and make a note of anything you need to hide from patients and add.
Sit in the patient lounge and check everything is clean, tidy and visually appealing.
You want your patients to be seeing the very best of you.
Walk as though you are with a patient taking them through to the treatment room.
Listen and look.
What do you want your patients to see and hear?
You can control this very easily.
I was surprised at all the things I would never want our patients to see and hear.
You might even be thinking right now what you could change in your practice.
Remember your patients only want to see you on stage not off stage.
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Jayne Bandy is a certified CX Experience coach.
Jayne works with her husband Dr. David Moffet to help SME businesses improve their Customer Service Systems to create memorable World Class experiences for their valued clients and customers. Click here to find out how Jayne and David can help your business