I was coming back from a trip recently, and I had an interesting conversation with another passenger about LYFT. The CEO of the company, Logan Green, actually spends time each month as a driver for their company. As he drives to their office in Austin, he puts on his LYFT sign and picks up passengers on his way to work. I felt that was so telling of the person and the company, because another article showed that he has a net worth of over 300 million. He doesn’t need the money.
But what he needs is the firsthand customer experience
This information is priceless!
I thought this was really interesting and a great topic to talk about this week. One of my mentors a long time ago told me that “You Gotta Walk The Production Lines.” And what he meant by that is, you have to get in there and see how your product or service is working. At all levels.
Over the last few months, I spent time on our call center, handling the phones for a few weeks, so that I can get a better idea of what our call center sees on their end, and what our clients are seeing as well.
More recently, I flew out to one of our dental client’s office and sat and did the first day new patient consultations myself, because I wanted to get an idea of what our clients are seeing on their end, and any challenges they have.
I have done my own Stem Cell informational lectures, to get an idea of the show up rates, and the quality of the seminar attendees coming to the event.
On all of these occasions I came out with so much valuable information, that its allowed me to key in and create new systems (Marketing Maximizer), new training programs (Implant Care Coordinator/Case Manager) and new scripting for our call center specialists.
For the practice owner, this means getting into different departments and really experiencing what patients experience when they walk into your practice. Here are a few ideas to start with:
–Have your front office start you up as a new patient.
–Actually handle a new patient phone call, or at least listen to one.
–Set patients up for care/rehab (rehab tech) OR on the dental assistant side, watch them shoot x-rays or start up new patients.
–Have your financial person sit and review financing with you.
The point is, get in there and get your hands dirty; see what new patients see, and experience first-hand what they experience.This will provide you with so much more information about your service and help you make improvements and changes to your systems.
That’s it for this week,
Dr. James Roman
For over 10 years, Dr. James Roman has been involved in online marketing for healthcare professionals. Since 2007, he’s used online marketing to promote his and other’s health care businesses. After 11 years in private practice, he sold his highly success private practice in Atlanta to move out west to Denver, CO and start iVelocity Marketing. In addition to online marketing, he provides personal business consulting and coaching to several healthcare facilities and small businesses. A recent 2017 INC 500 honoree, he’s lead the iVelocity Marketing team to explosive growth over the last 5 years.