Diverting your patient’s negative experience, turning it into a good one.
I have been sending you lots of great business insight from Disney after my most recent visit to the park and I’m not done yet.
With Disney starting from the ground up from nothing to today being one of the biggest entertainment franchises in the world, they are a great business to take examples from to help you get and keep more patients in your dental practice.
I’m back in the studio this week and wanted to share another great point – their exceptional customer service and the ability to refocus the negative. While the Disneyland was completely amazing, it was also very hot, crowded, and involved a lot of waiting around.
One of the crowd favorites (as well as my family’s) is Toy Story Mania. If you’re familiar with Toy Story, a lot of the main toy characters are classic toys. They have the slinky dog, Mr. Potato Head, and the Etch-A-Sketch.
Click on the video image below to watch.
So we’re waiting in line, for what seemed like forever, in the heat, surrounded by hundreds of other people (making it pretty smelly), and people are getting cranky and we noticed workers handing something out. Disney being Disney isn’t just going to leave you out there on your own.
Workers were walking around handing out miniature versions of the Etch-A-Sketch for everyone to play with while waiting in line. It’s exciting because it’s something fun that we weren’t expecting in what was otherwise becoming a very annoying situation.
I’m sure most everyone in line had a smart phone or some type of tablet they could have played on to keep their minds occupied. But it was the simple act by Disney to refocus on what we couldn’t control and replace it with some entertaining, it did something to take that experience to the next level. Making a potentially bad experience into a good one. Suddenly, it doesn’t feel so hot outside, time is going a little faster, and you don’t notice the negativity because you’re playing with a (completely unexpected) toy.
When you watch the full video I will give you examples of how you can apply this thinking in your dental practice. I even share with you what one of my private clients offers to his patients while they wait for their appointment. You will be blown away how they are giving their patients the spa treatment (for FREE!) while they are waiting in the lobby and in turn, it increases case acceptance to keep your schedule full. Not all dental marketing is ads. There are a lot of things you could be doing for your patients easily and make a huge impact.
In this video, you’ll learn about:
- Business lessons from Disney
- The Importance of Good Customer Service
- How To Turn Negative Situations To Positive Ones