Course Descriptions (Dental)

Becoming Remarkable

(2-6 hours)

With insights from his most recent book, “Becoming Remarkable,” Fred reveals how dentists can adapt and thrive by understanding and embracing recent shifts in patient behavior, technology, and the economy of the industry.

Starting with the right practice mindset to compete and do successful dentistry in the modern economy, the course goes into detail on how to create the ideal team culture, how to build loyalty in patients, and how consumer behavior has evolved when it comes to health care.

The course also covers the latest advances in dental technology, how patients respond to it and how best to present it, and what creates the best standard of care for a practice for the next ten years and beyond.  From a marketing standpoint, the course will dive into the world of social media, websites and online reviews, and how to take control of the practice’s reputation and attract patients using these new media.

Finally, the course explains the value of vision and purpose, and how that is effectively communicated to the team, and through the team to the patients and community.

Learning Objectives:

  • Understand the new economic realities—dental insurance, patient behavior, changes in income strata and the impact of corporate dentistry on all practices
  • Harnessing the power of social media, online reviews and digital advertising
  • Keys to building a 5-star team—creating a culture of appreciation and caring
  • Integrating new technology – what order, and what appeals to consumers, and what increases the standard of care.

Audiences:  Dentists, dental office managers, dental team members, dental service organization executives and managers

The Last Pistachio

(1-3 hours)

While many companies focus on the first impression, many more fail in the last moment of the service transaction. This course talks about the importance of the last experience that a customer has, and the opportunity it can create as well as the damage it can do when not handled properly.

The lecture goes into specific examples in both large businesses like Uber and Apple, and smaller ones like florists and restaurants, where customer service people, salespeople and managers lose customers by the simplest of mistakes and misjudgments.  It delves into the psychology behind the customer reaction, and the often irrationality that must be dealt with.  Companies who ignore these errors are ripe for disruption.

Finally, Fred dives into solutions, either in redesigning the business model, moving the less appealing aspects of the interaction to a point earlier in the transaction, or adding creative experiences to end on a positive note.  He also covers the impact on social media and review sites when this last moment is handled properly and when it’s not.

This is a course every business can benefit from, whether it’s a start-up, a thriving business looking to increase customer retention, or a mature business in redesign.  And very early on, he explains the title of the lecture.

Learning Objectives:

  • Why the last impression is even more powerful than the first one in a service transaction.
  • How companies fail in their design or training to address this challenge head on, and the impact it has on the bottom line.
  • Solutions to redesign the business or retrain team members to make a powerful last impression.

Audiences: Entrepreneurs, managers, CEOs, salespeople, customer service personnel.