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Tracy Stuart is highly respected as a successful Dental Business Coach & Dental Team Trainer within the UK Dental Profession. The sole purpose of her company, NBS Training, is to mentor and coach dental practice owners and their dental teams. Her success lies in escalating the dental teams’ effectiveness and performance through enhanced leadership skills and bespoke personal development plans. Tracy is renowned for successfully transforming groups of individuals into highly engaged dental teams with accountability to drive dental practice results through behaviour. She is also a regular contributor to the dental press and is a frequent speaker on the UK dental conference and seminar circuit.
Poster advertising the London Dentistry SHow 2019

I’m sure you’ve come across the term customer-centric too but it’s left me asking – wtf is a business if it’s not customer-centric?

Even charities need ‘customers’ because they need donations (…….they also need to meet their overheads and of course payroll……) so they too must focus on getting and looking after customers.

I know that getting new dental patients to your dental practice probably feels more like trying to grow vegetables on the moon, but when did finding new customers turn into being an option for any business? Especially those focused on being profitable!

As far as I’m aware the simple formula is:

Great Idea  Business  Customers Profit

So when all these self-appointed business gurus shout ‘IF yours is a customer-centric business then you really should be doing….. xyz……….’

For me the fact they question your intentions with ‘IF’ is not only pretty insulting but also highlights their own insanity when it comes to understanding the fundamental basics of being in business in the first place!

Just to be sure I wasn’t the one going insane, I checked the definition of customer-centric:

“It’s a way of doing business with your customer that provides a positive customer experience before and after the sale in order to drive repeat business, customer loyalty and profits. But, a customer-centric company is more than a company that offers good service.”

Hi-five! And in order to make money you need people buying your shit…….. and hopefully, if you do it really well, they will buy from you again and again!

If there is anybody out there not in it for these reasons then I strongly recommend you pull down the shutters and call it a day. If it’s permission to go fill your boots doing stuff you love that you’re waiting for – hell yes – go do it!

So listen up as I won’t bullshit you……

As a dentist you ARE without question – CUSTOMER-CENTRIC

Your dental practice will only survive and better still thrive when you focus on empowering your dental team with ALL the skills they need to fulfill their role effectively.

When you invest in your team you also out-smart Artificial Intelligence. There is no place in dentistry for AI right now so keeping your personal interactions, between you and your team as well as between you and your patients, mindful, purposeful and effective is vital to success.

I can hear you screaming ‘I’ve spent fortunes on training and it doesn’t work.’

It doesn’t work for a very simple reason – there is a missing piece that has to be introduced first.

When you introduce this into your Team dynamic, you will find yourself quickly re-evaluating that perspective as the results speak for themselves.

Knowing how to build engaged and resilient teams is my forte. I made it my mission to help dentists to raise the customer service bar well above the industry norm in dental practices around the UK.

What’s more – those I’ve worked with are flying.

So before you fret any more about getting new patients let’s do a rewind and focus on getting the team as engaged and resilient as possible and then start the journey. You will be amazed at the difference this makes in itself.

Catch you soon,

Tracy Stuart, Coach and Behavioural Specialist NBS Training 01438 217944