 Published on June 27, 2018
By: Trude Henderson In a blog appearing on June 12th, “Steven Klinghoffer’s ‘The Millennial Effect’ Addresses a Major Challenge to Dental Practitioners,” we drew your attention to an article devoted to the demands of that generation of consumers. Now we would like to discuss a piece regarding a subcategory of the Millennial generation, “Millennial Mom Trends That Will Help Your Brand Thrive.” This blog, by someone who writes under the pseudonym of “Lavanya,” appeared on the website of Trybe, a marketing research company, on March 17th of this year. The writer begins by describing some of the distinctive traits of Millennial moms: born in the late seventies or early eighties, nine million strong, more tech-savvy than their own mothers, “socially aware, constantly connected, global citizens, entrepreneurial, and progressive,” with an estimated 200 billion dollars at their disposal and open to trying new products and services. Obviously, marketers ignore this segment at their peril. The difficulty for marketers, says the writer, is that they are accustomed to targeting their audiences via TV, print and radio, while Millennial moms are more accustomed to communicating via Internet and digital media. Sounds like a misunderstanding and a huge missed opportunity! Lavanya identifies some of the more important trends regarding this demographic:
The author emphasizes, “With an almost untapped segment awaiting marketers, it is important that brands understand the relevant millennial mom trends.” With this said, as we head into the second half of 2017, you might find it worthwhile to evaluate your dental practice marketing and patient communication strategies against these insights to help ensure that you are 1) reaching Millennial moms 2) listening to understand while calling your shared values to their attention (also called co-creating value) and 3) communicating (including following up after a consultation) with them in a timely manner, before another mom convinces your potential customer to switch providers at the local soccer field! To read the blog in its entirety, please go to: https://insights.trybe.com/blog/millennial-moms-trends/ Find Steven Kinghoffer’s article here: https://www.dentaltown.com/magazine/articles/6365/the-millennial-effect Read our other articles regarding High Reliability Concepts below: Ten Steps You Can Take Right Away to Improve the Reliability of Your Dental Practice High Reliability Concepts: Insights of Value to any organization. Trude Henderson is the co-founder of ToothFairy, a startup elective dental and medical practice improvement software company which delivers an unparalleled customer experience that inspires delight, loyalty and positive emotional connections to improve the lives of patients and the practices they visit. In 2016, she was the first to introduce High-Reliability Organizational Concepts to the dental industry. For questions, contact her directly at Trude@GetToothFairy.com. Follow Trude on LinkedIn: https://www.linkedin.com/in/trudehenderson/ (no email required). Go to ToothFairy's website: www.ToothFairySoftware.com.
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 Published on June 20, 2018
By: Trude Henderson In his article, “Reliable Organizations: Present Research and Future Directions” (Journal of Contingencies and Crisis Management, 55), Gene Rochlin defines a High Reliability Organization (HRO) as an organization that conducts relatively error-free operations over a long period of time, making consistently good decisions that result in high quality and reliable operations.” The Industries that initiated the use of HRO concepts included aviation, nuclear power, manufacturing and the military. Although, there are vast differences between a dental practice and the cockpit of an airplane, where high reliability behaviors were first studied in the early 1980’s, these high-performing organizations offer a plethora of valuable insights to any dental organization wishing to consistently maintain its effectiveness and accomplish its goals (especially, of course, the one of inspiring patient loyalty). Below are some basic High Reliability Organization (HRO) principles and behaviors that you should keep in mind if you wish to help your dental practice become more reliable.
Always being mindful of where you are now and where you hope to be helps you fill in the gaps, increasing the likelihood that you will achieve the goals you set for your dental practice. Read our other article regarding High Reliability Concepts below: High Reliability Concepts: Insights of Value to any organization. Trude Henderson is the co-founder of ToothFairy, a startup elective dental and medical practice improvement software company which delivers an unparalleled customer experience that inspires delight, loyalty and positive emotional connections to improve the lives of patients and the practices they visit. In 2016, she was the first to introduce High-Reliability Organizational Concepts to the dental industry. For questions, contact her directly at Trude@GetToothFairy.com. Follow Trude on LinkedIn: https://www.linkedin.com/in/trudehenderson/ (no email required). Go to ToothFairy's website: www.ToothFairySoftware.com.  Published on June 16, 2018
By: Trude Henderson John McLaughlin defines the phrase organizational culture thus: A system of shared assumptions, values, and beliefs that govern how people behave and make sense of their environment. These shared values have a strong influence on the people in an organization, often dictating how they dress, act, and perform their jobs. Every organization develops and maintains a unique culture, which provides guidelines and boundaries for the behavior of the members of the organization. The dental office environment (which includes the clinical environment) is the single greatest influence on shaping a practice’s culture. Many team members happen to be the same ones that engage the patient at every stage of their treatment. Simply put: to succeed, practices must carry out every phase of the business very well. The best-run practices tend to have deeply shared values that define their success in concrete terms, for staff and doctors alike. Practice leaders actively hold their employees accountable when they stray from practice standards, while taking steps to encourage team members, in order to reinforce positive behaviors. In every practice, people are greatly influenced by those who exemplify and model these defined values, regardless of their official title. If the values aren’t specifically defined by practice leaders, staff will do it on their own, often with disastrous results for both the practice and the patient experience. ToothFairy’s 3-year pilot study found that those practices failing to properly define, communicate and model values functioned poorly because staff wasted a lot of time trying to figure out what they should be doing and how they should be doing it. This in turn led to many formal and informal procedural inconsistencies that transferred directly to the patient experience leaving much to be desired. Additional key lessons regarding organizational culture include (these from the South Central Strategic Health Authority):
Read our other articles regarding High Reliability Concepts below: Ten Steps You Can Take Right Away to Improve the Reliability of Your Dental Practice High Reliability Concepts: Insights of Value to any organization. Trude Henderson is the co-founder of ToothFairy, a startup elective dental and medical practice improvement software company which delivers an unparalleled customer experience that inspires delight, loyalty and positive emotional connections to improve the lives of patients and the practices they visit. In 2016, she was the first to introduce High-Reliability Organizational Concepts to the dental industry. For questions, contact her directly at Trude@GetToothFairy.com. Follow Trude on LinkedIn: https://www.linkedin.com/in/trudehenderson/ (no email required). Go to ToothFairy's website: www.ToothFairySoftware.com. |
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