Key Takeaways:
If you want your practice to stand out from the crowd, you must offer guests a memorable experience.
Creating a 5-star environment will take your practice to the next level and create a positive, memorable experience for your guests.
To create a 5-star guest experience, look at the language used in your office, how your staff presents themselves, and the way your office looks.
One of the most important distinctions between the average dental practice and the standouts is how they present themselves to the public. Perception is everything, so how you present your practice is one of the best ways to stand out.
"The Kremer Way"
If you want your guest to have an outstanding experience every time they visit your office, then it's an excellent idea to embody that mindset and apply it to every aspect of your business. Do you want your guests to have an average, 3-star experience? Or, would you rather them have a 5-star experience that leaves them buzzing the minute they walk through the door?
To rise above the rest and give your guests that 5-star experience, we recommend embodying "The Kremer Way." The inspiration for the Kremer Way comes from The Ritz Carlton, renowned for its 5-Star hotels and exceptional guest experiences. Their "Gold Standards" are the foundation of their company.
These "Gold Standards" include everything from service standards to their motto. They pride themselves on providing top-quality care and comfort for their guests. Their motto states, "We are Ladies and Gentlemen serving Ladies and Gentlemen.
KLI Founder Dr. Kevin Kremer built a reputation for offering top-notch dentistry with elevated service. Over time, this service was referred to as "The Kremer Way."
If you want your practice to stand out from the rest, adopt this mentality and service standard to your practice. So, where do you start?
It all starts with language
To incorporate "The Kremer Way" into your practice, consider starting with the language used by yourself and your team. How do you acknowledge your guests? Do you refer to them as patients? If so, start there. In calling your patients guests, you elevate the feel of your practice and the guest experience.
This change in rhetoric can apply to various aspects of your practice. Your guests sit in the waiting room before their appointment. Let's change the waiting room to the reception area. Do you refer to your employees as the staff? How about calling them your team? Dentists provide treatment in operatories. We think "Treatment Suite" has a nicer ring to it. Rather than talking with guests about the "cost" of their treatment, refer to it as an "investment."
All of these changes in verbiage are small, but they make a significant difference in the overall guest experience and add a level of warmth to our interactions. As the Ritz Carlton suggests, "We are Ladies and Gentlemen serving Ladies and Gentlemen."
Dress to impress
How your team presents themselves is essential in raising the standard of your practice. As soon as your guests walk in the door, they should be greeted by a team with their best foot forward, including how they dress.
From your clinical team to your front office staff, everyone in your office needs to dress to impress. Having a well-dressed staff communicates a high level of professionalism to your guests. What is your clinical team wearing? Your doctors? What about your front office team?
For your doctors and clinical team, be sure everyone is wearing matching scrubs. For a professional look, black or another solid dark color is always a good choice. Consider having your practice's name or logo embroidered on it if you can. That always adds a nice touch. Be sure everyone is on the same page with everything, including footwear.
For your front office staff, there are a couple of routes you can take for a dress code. Many dental practices have their front office team in scrubs or something similar. There are some great companies out there that make excellent, more elevated-looking scrubs that look clean and professional. Think med-spa; aim for scrubs that don't necessarily look like your traditional scrubs.
If you don't like scrubs, you can also have your front office team wear matching blazers with a matching-colored top underneath. Pair this with black pants for a clean, professional look. It's also a good look to have your staff wear name tags.
Create an elevated environment
One of the most notable aspects of each Ritz Carlton location is the luxurious experience, including the style, layout, and decor.
When walking into The Ritz Carlton, every guest instantly experiences the luxury. Each location is impeccably decorated and clean. If you want to elevate your practice, it's important to look at your office's design.
Does your office feel warm and inviting? Or is it white and clinical-looking? If so, there are many reasons why you should consider giving your office an upgrade.
Many people struggle with dental anxiety, preventing them from getting any kind of treatment. People fear the dentist for several reasons; they're afraid of pain, needles, drills, choking, and more.
Considering this, changing the overall feeling of your office by updating the decor creates a warmer and more comfortable environment. Doing this may help your guests feel more comfortable and at ease during their visits.
Circling back to "The Kremer Way," decorating your office differently from the standard, clinical feel elevates your practice and leaves your guests with that 5-star feeling whenever they come in for a visit.
One of our clients at KLI has two offices, both of which feature an overall style and decor different from other practices. They feature themed treatment suites to distract guests from their anxieties and put them at ease. The guests enjoy visiting the offices and their experience when they come in for visits.
Impress for success
When you start to embody "The Kremer Way," people will surely notice. When people think about going to the dentist, many don't associate it with a positive experience. Change that narrative in your office and for your guests. Making these few changes will go a long way in creating a practice that guests are excited to come to.
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