Lee Iacocca is famous for his leadership roles at Ford Motor Company [1946 to 1978] and at Chrysler [1978 to 1992].
His visions at Ford saw him participate in the successful designs of the Ford Mustang and the Ford Escort.
At Chrysler, he brought ideas to fruition that had been rejected at Ford, that ultimately turned Chrysler around from the brink of bankruptcy. These included small compact front-wheel drive cars [K-cars], and the minivan.
He was also responsible for Chrysler purchasing America Motors Corporation and acquiring the Jeep Grand Cherokee design.
He was a business visionary.
Lee Iacocca is quoted as saying:
“There’s no great mystery to satisfying your customers. Build them a quality product and treat them with respect. It’s that simple.”
And it is that simple.
And this philosophy works in any business.
So long as your business delivers a product or service of exceptional quality, and treats its customers with the respect they deserve, your business will be successful.
In dentistry it’s pretty simple.
Your dental services need to be performed well, and need to be delivered as painlessly as possible, and they need to last a long time.
Alongside this, your customers must be made to feel valued and important, and they must feel respected.
You must always seek to solve your customers’ problems, and you must make sure that your customer fully understands exactly what their problem is, what you are going to do to solve their problem, and they must understand fully what will happen to them if they choose to delay their treatment away from the time frame that you have recommended.
When your dental clients and patients understand fully what their best course of action needs to be, and when they understand the urgency of that treatment, then you have created the necessary strong foundation for an ongoing relationship of mutual trust and respect between you and your patients.
It really is that simple….
Dr. David Moffet BDS FPFA CSP is a certified CX Experience coach. David works with his wife Jayne Bandy 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 David and Jayne can help your business