This week’s Two Minute Drill, Dr. Jay and his special guest are talking about Mindset Mastery. This is a small preview of what he will be diving deeper into later today at our FREE Leadership Masterclass. Dr. Jay is excited to share with you what he has learned about stoicism, personal development neuroscience, and the science of adaptability. After you watch this week’s TMD, make sure you sign up and tune in at 1:30p for our masterclass.
Your Mindset Matters
If there was a time to learn about adaptability it is now. The world and healthcare are changing at a rapid rate. Understanding how to make better decisions as business owners and clinicians is something Dr. Jay is passionate about learning and also sharing. Today he will be talking about his mindset and his experiences, your mindset and your experiences, and how to create a more sustainable and happier existence.
Sign up now for the Leadership Secrets For Success Masterclass and we will see you later today at 1:30pm.
Your questions and feedback are always welcome and appreciated!
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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.
Your questions and feedback are always welcome and appreciated!
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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.
Anticipating Expectations
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.
Your questions and feedback are always welcome and appreciated!
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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.
Differentiated Experience
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.
Your questions and feedback are always welcome and appreciated!
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This week’s Two Minute Drill is on location with Captain Alex and the Tiki Boat. Today’s conversation is all about value innovation, which is the simultaneous pursuit of differentiation and low cost. Make sure you watch until the end to get Dr. Jay’s book recommendation that just so happens to fit with his location.
Create differentiation at a lower cost
Examples of value innovation are the Mirror Home Gym and the Tiki boat Dr. Jay is driving in this week’s video. Creating exponential leaps in value by doing something different and doing it in a low-cost way is innovative.
Think about what you can do to create differentiation at a lower cost. If you are interested in learning more check out the book Blue Ocean Strategy that created this concept and fits with the theme of being on the ocean this week.
Your questions and feedback are always welcome and appreciated!
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Leading up to the big game this weekend both coaches talked about one similar thing, discipline. They have disciplined people, who have disciplined thought, who take disciplined action. Make sure you watch this week’s Two Minute Drill to hear how the game of football relates to discipline in your practice. Sorry in advance for the audio, you’ll understand when you watch the video!
Creating A Championship Organization
We all want to do what we like to do, but those who do the things that they HAVE to do and have discipline to get them done, are the ones that get to the next level.
Discipline – Disciplined people do things they don’t always want to do but have to do in order to get to the big game.
Resilience – Championship organizations are also resilient and keep doing their very best.
Teamwork – It may be cliché but there is no “I” in team. Synergy, with a committed mission to get to a common goal is critical for success.
Think about your practice and your team, think about disciplined people with disciplined thought who take disciplined action, be resilient, and make sure team is synergistic working together in achieving the common goals of the practice.
Your questions and feedback are always welcome and appreciated!
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