Tag Archives: wow

Deliver ‘WOW’!

When we were asked to write about our experiences of our Core Values, I immediately was hoping that Jas would be thinking/writing about the importance of ‘Embracing Change’, because then one day, maybe he will let me change his radio station….
I initially thought that I could write about ‘Spreading laughter’. In the short time being at High Street Dental practice I’ve spent many days in fits of giggles. I’ve witnessed Maggie sit on a non-existent chair at Reception, and grip onto the desk for dear life. I’ve witnessed Penny fall flat on her face running up the stairs with a box of instruments, and then try to pretend nothing had happened. I’ve referred to a tooth surface as a part of the female anatomy by mistake, and I’ve been involved in some of the craziest, funniest stories/conversations I have ever heard. All of the above has had me in stitches, and all because of being with a team that has a brilliant sense of humour!
I have however settled on writing a piece on the ‘Wow Factor’, and the reasons why I believe The High Street Dental Practice has it.
I thought ‘Wow’ when I very first went to the Practice to enquire about the Dental Nurse position I had seen advertised. The first thing that struck me was how friendly and cheerful the receptionist (Iva) was, and what a nice feel the Practice had to it- not the usual overly-formal, clinical, scary environment I usually associate with Dental Practices!
At my interview, I was immediately put at ease by Lisa and Maggie- they were absolutely bonkers and absolutely lovely! I learnt a bit about the practice and the team, and I couldn’t have been more impressed. The fact that the majority of the team had been at the Practice for years and years (some before I was born!) I thought could only be a good thing. I was delighted to be called back for a second interview- at a bar!!! Wow!! WITH WINE!! DOUBLE WOW!!!
Since working at The High Street Dental Practice there has not been a week gone by where I haven’t thought ‘Wow’ at some point. Just today I learnt that some of our patients not only have been with us for years and years, but they travel from as far away Kent, Cornwall and even France to get to us! That’s pretty special! It’s also lovely to see the rapport that the practice has with its patients-many come in and chat with us like they would with their closest friends, and even the most nervous of patients come out either smiling or laughing!
It also amazes me the amount of charity work that the practice gets involved in, for example, The Children from Chernobyl as seen in the local newspaper, and Jas’s Annual trips to help the children of Morocco. Not to mention all the personal fundraising that goes on outside of the Practice by, for example, Jules (Tough Mudder) and Eva, who plans to climb Kilimanjaro for the Young Epilepsy Charity next year. Wow.
I have been overwhelmed with the amount of support I have had from every single person in the team since starting in August. Always willing to teach, help and all went the extra mile in making me feel welcome.
Overall….that’s a lot of Wow-age!! And I’m pretty proud that I work for The High Street Dental Practice, that delivers this so well. Dani.

Delivering WOW!

Many, many years ago, when the Earth was flat and I was an associate, I remember hearing the following adage:
‘If you upset one customer, they’ll tell 10 people. And if you please one customer, they’ll tell 2 people’.

In other words, people are far more likely to talk about you if you upset rather than please them.

As a newly qualified dentist, the last thing I wanted was bad press. So I used to treat my patients with the simple mindset of not upsetting them. It was my compass and it worked.

These days of social media, one unhappy customer could easily spread their message to many, many hundreds. So, keeping this mindset would seem to be the best thing to do wouldn’t it?

The answer is yes. That is, so long as we’re happy staying below the radar. Not really being noticed and not really being talked about.

In other words, the safety of anonymity.

But, just a few years ago, I learnt a really valuable lesson:

There is no safety in anonymity.

In this ever more competitive market place, we do need to be noticed. And we do need to be talked about. For the right reasons, obviously! In the words of Seth Godin, we need to be remarkable. We should aim to be the Purple Cow (also Seth Godin). The one that stands out.

If we’re proud of WHAT we do and HOW we do it: and I know you all are. And if we really do believe in our WHY, then we should stand out in peoples’ radars.

A bright red flashing dot! A Purple Cow!

And how do we do this?

By Delivering WOW.

Firstly, what is WOW? According to the Oxford English Dictionary, it means ‘To impress and excite greatly’. That’ll do for me.

I feel it every time I walk into an Apple store. It happens every time I watch Roger Federer. Win or…….come second. For certain companies and individuals, it’s part of their brand.

And I’d like it to be part of ours too.

So how do we deliver WOW? The simple answer is to do something above and beyond a person’s expectations. I’m not talking about ‘under-promising and over-delivering’. That’s just dishonest, in my opinion. I’m talking about ‘Promising and Over-Delivering’.

I can think of lots of lots of examples where you all do this already. Promising pain-free dentistry for one. During as well as after. Phoning our members after they’ve had major treatment is another. Gifts. Discounts. Charitable donations. Charitable activities like Debbie’s triathlon, Jules’s Tough Mudder (nutter), Iva’s forthcoming Kilimanjaro. And lots more.

But I confess that I don’t have all the answers. Sometimes I don’t have any. You all know that. But together, we do.

So I’d be really grateful if you could help me by replying with any suggestions of your own so that we can start putting them into practice. Regularly.

Let’s not be anonymous. Let’s not stay below the radar.

Let’s Deliver WOW.