Overpriced and crowded?

People always complain that their coffee is overpriced, yet Starbucks is constantly packed!

It starts with an excellent product, but Starbuck's success is mainly about the high level of service its employees provide.

Richard H. Madow, DDS, and David M. Madow, DDS.

Do they really need to write your name on the cup and call it out when it is ready? No. They could easily just yell out, "Tall decaf Americano." It may even be more accurate to do that.

But at Starbucks, they know how to personalize the experience.

Do you ever see a sign at Starbucks that reads: "Restrooms are for customers only"? Never. They know how to make everyone feel welcome.

Do you always get a smile and a friendly greeting from the barista and cashier? It's pretty darn consistent.

Perhaps the most amazing thing about Starbucks is that people love to hang out there. For many it is a makeshift office. The company has transformed a beverage into a destination.

So to the folks at Starbucks, it's never just a cup of coffee -- it's an experience.

Remember, a crown prep or an exam and prophy may be "just a cup of coffee" to us, but to our patients it is a big deal. They may be nervous, anxious, or fearful. And it's up to us to make a huge deal of their comfort and understanding -- and to give them an extremely pleasant experience from the moment they walk in the door to the time they leave and beyond.

Is your patient "Mrs. Simon, a witty CVS pharmacist and Orioles fan with two little kids who just returned from a vacation at Disney World" or "the crown prep in room 2"?

Take a moment and think about your office décor, meaning everything from the lighting, carpeting, furniture, and magazines. What message are you sending to your patients? Does your office atmosphere warmly say, "Please, come on in" or "Get in the chair, then get the hell out"? More important, which messages do the team and doctor convey?

Are you brewing dentistry, or are you serving up an experience?

After all, wouldn't you like to be like Starbucks -- overpriced and crowded?

In 1989, Richard H. Madow, DDS, and David M. Madow, DDS, founded The Madow Brothers with the goal of helping their fellow dentists achieve success and happiness in their practices. For more information about their e-letters, audio series, New Patient Mail marketing program, Dental Powerhouse group, their live presentations (including "How To Love Dentistry, Have Fun, and Prosper," "The Ultimate Dental Boot Camp," and especially "TBSE"), and more, check them out at www.madow.com.

The comments and observations expressed herein do not necessarily reflect the opinions of DrBicuspid.com, nor should they be construed as an endorsement or admonishment of any particular idea, vendor, or organization.