While visiting my daughter, I was advised that the toilet paper holder in the guest bathroom kept falling off the cabinet.  My son-in-law took everything apart and quickly recognized that the hardware had been improperly installed and needed replacement.  As we entered the local ACE Hardware store for the items needed, I held the components in the air and jested, “Toilet paper emergency!  Toilet paper emergency!”  The clerk laughed and said, “Welcome to ACE! Aisle 22 on the right!”

Compare that to the rather typical experience encountered while shopping for an item in one of the “big-box” stores.  Not only is it often difficult to find what you’re looking for, but it’s equally challenging to find someone who can help you.  Service excellence and product knowledge may command a higher price, but, in my opinion, it’s worth it!

Like a fee-for-service private practice, ACE Hardware stores are locally owned and operated.  And, like a fee-for-service private practice, it’s important to establish a long-term relationship with their customers.

Service, knowledge, and relationship are the keys to building trust.  And, with trust, comes acceptance, whether it’s for the unique piece of hardware needed, or the restorative service one might require.  Just as the “helpful hardware” men and women provide information regarding their products, it’s important that our team members provide the education needed for patients to understand the benefits of the services we offer.

As health-care professionals, there’s much we can learn from ACE Hardware.  Typically, their customers value their time, appreciate sound advice, and return time and again because they enjoyed a positive experience.  It’s a proven formula for success and enables ACE to successfully compete in a challenging market.

Service, knowledge, and relationship…  key elements for business success.  Is your practice just another “big-box” store, or do you and your teammates understand the principles necessary to set your practice apart?


Life After Dr. and How to Get There

Only one in five dentists will successfully transition their practice to new ownership. Learn key concepts to facilitate the process, five critical purchase parameters, and important steps to take after the sale. Evaluate a dentist’s typical retirement budget and learn how to calculate your “retirement number.” Examine the importance of retiring TO something, and identify specific ways to love “life after Dr.” This fun and thought-provoking presentation will help you take the steps you need to become “one of the five!”

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Mountaintop Moments(3) resized

“The only certain means of success is to render more and better service
than is expected of you, no matter what your task may be.”
~~Og Mandino

Dr. Kerr

Author Dr. Kerr

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