FN7 Working as intended: Your Brand On Display
15m
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What I've Done: The Dental Success Podcast
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This brand experience is a result of one of the following things- or maybe a combination of several of these.
- The right attitude and behaviors within the employee- Amanda is just like this. It’s who she is and what makes her tick.
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- Whether the bank intended to hire her on purpose to capture this behavior is unlikely However her attitude and behaviors are what opened the opportunity to have the job.
- The right training to show her how she can help- Someone connected the dots and said “if you see this; Then this is what you should do”
- The right leadership to allow her to make this call. She’s a teller at a bank AND she’s able to make account decisions without someone approving. TRUST
- The right customer- I have more than one account and I’ve been loyal to the bank, They’ve financed two cars, They’ve given me seed money to start Done Desk, I have money in the bank, I pay my bills. I am the right customer to receive this extra attention.
When Amanda Executed: The Brand Was Elevated
- I’m not just ‘satisfied’, I’m thrilled
- I directly benefitted from her engagement in her job
- I trust her because she cares
- I become more loyal- and make a podcast about the experience.
This is why we created High Trust Practice,
So let’s look at applying this to your practice. Right now. A few questions and a few ideas.
- Do you have the right people who are interested in supporting your brand?
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- As Max says “do they get it, want it, and can do it’?
- Have you trained them on what it means to provide quality care, your expectations of them, and connect the dots for them in their work.
- Are you honing your skills as a leader, setting the right expectations, hiring the right people, and shedding people that don’t fit?
- Are you hearing your patients, addressing their needs, teaching them about a relationship with you, and do your people put the patient’s first?
The episode FN7 Working as intended: Your Brand On Display from the podcast What I've Done: The Dental Success Podcast has a duration of
15:47. It was first published
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