Communication
CREATE – E=Engagement, Part 3
WHAT DOES CUSTOMER ENGAGEMENT MEAN FOR YOUR ORGANIZATION? Customers leave companies in vast numbers every year. And, oftentimes, the organization don’t know the reason. Dr. Ken Blanchard advises companies to be wary of customers saying that everything is “fine.” Fine is a placid word describing placid service. Oftentimes a customer will tell you everything was…
Read MoreCREATE – E=Engagement, Part 2
ENGAGED EMPLOYEES Why would an organization want to uplift their efforts to develop highly engaged employees? There are many reasons: Oftentimes the team member IS the organization from the perspective of the customer. A good encounter will create loyal customers. And the opposite is true. A bad or lackadaisical encounter can diminish the client’s perception…
Read MoreCREATE – E=Engagement, Part 1
“Your employees come first. And if you treat employees right, guess what? Your customers come back and that makes your shareholders happy. Start with employees and the rest follows from that.” —Herb Kelleher Cofounder and Chair of Southwest Airlines What is engagement? The business consulting firm, Allegiance, defines engagement as “the emotional bond or attachment…
Read MoreA=APPRECIATION, Part 3
If you notice something good—say something. If someone is making progress toward a goal, thank them. Encourage them. Reinforce their progress. That’s the best reward of all. In his book, The One Minute Manager Builds High Performing Teams, Dr. Ken Blanchard said “we find it so easy to catch each other doing something wrong. Why…
Read MoreA=APPRECIATION, Part 2
In the past, leaders and managers have been focused on the profitability of the organization and on numerical, measurable factors. But, in addition to these critical factors, when leaders understand and appreciate behavioral issues and how they impact attitude and performance, satisfied employees generate energy and productivity (Hartline & Ferrell, 1996). This is reciprocal, as…
Read MoreA=APPRECIATION, Part 1
As we express our gratitude, we must never forget that the highest appreciation is not to utter words, but to live by them. —John F. Kennedy Appreciation: expressing gratitude to another person—or to a group. Telling someone that you are thankful for who they are, what they do, and the contribution they make. When people…
Read MoreE=Education in Dentistry
E=EDUCATION WHY PURCHASE A CAMERA SYSTEM? What is the purpose? The Intra-Oral Camera OR DIGITAL camera System can accomplish these following goals: Better diagnostic ability Better visualization for the patient Better educational capability……thus Greater acceptance of treatment recommendations 10 Ways to use an Intra-Oral and/or Digital Camera System: Initial Evaluation Presentation appointment Hygiene appointment Dentistry…
Read MoreCREATE: R=RESPECT
R=RESPECT “I have no right, by anything I do or say, to demean a human being in his own eyes. What matters is not what I think of him; it is what he think of himself. To undermine a man’s self-respect is a sin.” – Antoine de Saint Exupery When I interview team members and ask…
Read MoreCREATE : C=COMMUNICATION
C=COMMUNICATION Communication is the bottom line to your success—no matter what your role at work or at home–no matter what relationship. How you communicate makes all the difference. You can say something one way and get a positive response and say something another way and get a negative response. It does matter what you say…
Read MoreThe Etiquette of Email & Telephone
I know. You have so many things on your plate. It’s difficult to return calls and emails. I get that. It’s difficult for me, also. I do not have any two days that are alike—no regular routine. In fact, I am not, usually, in the same place for two days in a row. So, I…
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