Dr. Jay is back in Florida this week, in part to take his dad to see his good friend Dr. Bagnell, who is one of the best chiropractic neurologists. He traveled down to Florida on Sunday and ran into every kind of travel headache: canceled flights, rebooked flights, changing airports, sitting at your gate for hours, and missing luggage. Listen to this week’s Two Minute Drill to hear about his crazy travel day and what lessons can be learned from it.
I’m sure many of you can relate to Dr. Jay’s story of the challenges we face when traveling. The three lessons we can take away from his experiences are:
When we come against a challenge, remain cool and remain positive – Many of our problems are first-world problems, put them in perspective and figure out what needs to get done.
Take some calculated risks – Dr. Jay took some risks, like booking a flight out of a different airport, and they paid off.
Find ways to pivot – At a certain point you just have to pivot. If things aren’t going the way you want them to, you have to change your plan.
When you run up against challenging times, remain positive, take some chances, and pivot when you need to.
We would love to hear about your travel challenges and what those experiences taught you. Make sure you share on any of our social channels!
Dr. Jay’s good friend, coach, and mentor Jeff Lesher reached out last week and asked him to dig deeper on service excellence, as context is everything. What people feel with service excellence is what matters. In this week’s Two Minute Drill he is sharing an exercise we did with our team to help them understand their past service experiences and how they can translate them into practice on a daily basis.
This week’s challenge
This week’s challenge is for you to meet with your team and ask them 3 simple questions. Make sure you have them write down their answers and then discuss as a group.
What was your best service experience you ever had in your life?
How did that make you feel?
How can we translate the experience and the feeling into our practice on a consistent basis?
Some people my have a hard time identifying their favorite experience. Why is that important? Because if they haven’t had a remarkable experience, it is that much harder for them to create one for others. If they can hear from you and others on their team, it will help them translate and make sense of it to help deliver greater service excellence to your patients.
A lot of companies are average at best, you just need to be a little better than most and you will create a remarkable experience for your patients. Remember, answering these three simple questions will help you come up with a strategy to help deliver service excellence every day.
Don’t forget about our Leadership Secrets For Success Masterclass, next week on March 16th. Sign-up now and hear Dr. Jay provide greater information on Mindset Mastery.
This week’s Two Minute Drill, Dr. Jay Greenstein is coming to you again from the Four Seasons in Scottsdale, AZ. Some of you may know he is particular about certain things like food, tables at restaurants, and hotel rooms. Listen to this week’s TMD to hear about his recent service experience while staying at the Four Seasons. It is a great example of service excellence by creating a remarkable experience.
During Dr. Jay’s recent stay in Scottsdale, AZ he had a series of needs from the hotel. This included switching rooms so that he could have a room with a balcony. The hotel staff didn’t just give his a new room but also took care of moving all of his belongings for him as he was at a conference all day. Additionally, he needed to get to Walgreens to get contact solution so they arranged a car for him to get there. They didn’t just give him any car though, they gave him Mercedes Coup convertible.
What is the lesson from his experience? In order to create remarkable experiences, you have to know who your customers are and understand what their wants and desires are, anticipate those wants and desires, and deliver on that value over and over again. Doing so, you will create raving fan, loyal patients.
After his experience last weekend, Dr. Jay will definitely be staying at the Four Seasons in the future based on the impeccable service they provided. Deliver Four Seasons customer service excellence and you will have a huge following of raving fan patients.
This week’s challenge – talk with your team about how to create a five-star service amazement experience in your practice.
This week Dr. Jay is finishing our conversation on value innovation from Scottsdale, AZ. Remember, value innovation is the simultaneous pursuit of differentiation and lowering costs, creating exponential leaps in value and growth. Click on the video below to hear this week’s Two Minute Drill and an example of how Dr. Jay created value innovation in his own practice.
A good example of value innovation is the custom built mobile app we built for Dr. Jay’s practice, Kaizo Health. He wanted to create a differentiated experience for the Kaizo Health patients and gamify that experience so patients were more adherent to care. So we built a custom patient-facing mobile app and saw a 36% increase in retention in those who used the app compared to those that did not.
Why is this a good example of value innovation? Kaizo Health differentiated itself because they have a mobile app where other healthcare experiences do not. Secondly, the patients could access the app at no cost. It created tremendous value for the patient by allowing them to schedule, pay bills, do home exercises, and so much more for no additional cost. For Kaizo Health, the 36% increase in retention also meant better income for the practice.
These two things, no cost to the patient (low cost) and doing something no one else had (differentiation), allowed Kaizo Health to have true value innovation in their practice while also positively impacting their bottom line.
Make sure you watch for next week’s Two Minute Drill where Dr. Jay will talk about service excellence inspired by his stay this week at the Four Seasons Resort.
So if you remember Part 1, we talked about using the Net Promoter Score to really identify patient loyalty. There is a difference between patient satisfaction – people who are satisfied but may not return – and patient loyalty – those loyal patients who are your raving fans. You find out what your patient loyalty score is by utilizing the Net Promoter Score. (If you don’t remember what that is, go back and watch that video.)
Now we also know from science that engaged employees, highly engaged employees drive up loyalty scores. So if you don’t know what your employee engagement score is, then make sure that you do the Q12. (If you don’t remember what that is remember go back and watch that video.)
So what do you do with all this information? You’ve got your baseline patient loyalty score, you’ve got your baseline employee engagement score, how do you actually increase employee engagement?
The more engagement there is, the more loyal patients you’re gonna have, and the better culture you’re gonna have in your workplace.
So these are my tools, these are my tricks that I use literally every single day.
First and foremost, I meet with my direct reports every single week we do what’s called one-on-ones. When we have those meetings, it’s about meaningful conversation so if something doesn’t seem right or something doesn’t feel right I literally go there.
Sometimes it’s hard to have a conversation about somebody’s enjoyment in their job but if you don’t talk about it you can never solve the problems for them.
So have regular weekly meetings, do your one-on-ones, have an agenda:
It’s checking in with them – how are they doing? How are they doing on their goals and what are their needs or issues that you can help them solve? And make sure that you go there! If you’re sensing something isn’t right have that conversation with them.
The next piece is what I call KODE. This is the code of success. This is about working with your team to make sure that each team member knows their role, that they own the requirements of that role, and then true leaders actually drive results through other through others in order to develop the highest level of execution.
K: Know your role.
O: Own the activities of your role.
D. Drive results through others.
The last piece of the employee engagement model, is Grow. It’s about investing in your team to help them grow.
Ongoing training is a regular part of what we do here at Kaizo Health, it’s an important part of any strong organization, it also helps to ensure that people feel like you care about them.
Years ago in Maryland there was this requirement where we now had to certify our chiropractic assistants and there was all this uproar like, “oh my god if I pay for their training they’re just going to take the training they’re gonna leave!”
The research completely refutes that. What the research actually shows is that the more you invest in your team the more likely they are to stay with you, to be loyal.
So it’s all about investing in your team and creating a great culture.
Meet, K.O.D.E, Grow.
That’s Part 3 of Patient Loyalty! The next piece and last piece, Part 4, is talking about how we create remarkable patient experiences. Thanks so much for reading!