90. Wow Your Patients with Exceptional Customer Service with Andre Shirdan
Andre Shirdan is an inspirational and motivational speaker, executive coach, and certified trainer.
Since 1989, Andre has worked with thousands of practices helping to create systems for treatment planning, staff training, goal attainment, internal and external marketing, and computer systems integration.
Andre founded Systems Practice Management, Inc., a dental practice management, training and consulting firm. He created Building Blocks Scheduling, Countdown Confirmation, SELL Training and the PracticePar Analysis. He co-created the non-surgical periodontal protocol Stat-Ck.
Andre is best known for creating The CREW Process - a better way to define practice philosophy, bring consistency to treatment and gets the entire office in alignment. Practices working with Andre have found great personal success while getting to know his genuine, frank, and devilishly funny personality.
In this episode, we discuss: Why dentists suck at customer care (and how to fix that) How to be forward thinking in your customer experience Why your philosophy of care is crucial to your business How to communicate better with your team The art of fostering patient experiences What you need to know about the future of dentistry And more.
Episode break down: 4:00 Hear Andre’s story of how he came to work for Disney and other major corporations 7:50 How Andre’s experiences in high-end retail shaped his approach to dental practices 10:00 Substance vs fluff in patient experience 12:48 What dental practices struggle with when implementing better customer experiences 16:00 What the future of dental practices might look like 18:30 Fostering human connection in patient experiences 28:00 The Performance-Culture Matrix and how to use it in your practice 31:30 Where corporate dentistry is headed 34:20 What new dentists should consider before opening their own practice 36:30 The lean start up model of dentistry
Find out more about Andre Shirdan at http://www.thecrewprocess.com