The Jerry Jones Direct Radio Show

Episode #77 Jerry Jones on Congruency in Message & Actions

May 06, 2019 Jerry A. Jones
The Jerry Jones Direct Radio Show
Episode #77 Jerry Jones on Congruency in Message & Actions
Show Notes


Hey it's Jerry Jones here... You know I was just as just having lunch with my daughter Madison she's a real estate broker here in Salem and a very successful and even though she's a very very new she's a rookie and in my opinion she's actually chicken but anyway we're having lunch together and I was telling her about the challenge I've had this morning with a couple of doctor offices I was following up with both of which plan to be you know this this idea of a high touch office you know fee-for-service we're all about a great experience and all that happy horseshit there's a problem nobody answered the phone today not one person answer the phone at the two offices I called in again these are supposedly you know cut cutting and state of the art high touch fee-for-service practices that clearly they are all about the patient experience yet nobody answers the damn telephone that is the kind of incongruency that keeps solo practice Dentists from thriving is making those decisions like that example ... I called a practice today to get in touch with this doctor because he had actually reached out to me and so I called back to get in touch earlier this week earlier this week is phones did even work there was dead silence when I dial the phone numbers and I had to get her phone numbers both of them dead silence so this is a spot this is a practice that holds itself out as a high touchy experience right do you see the and yet nobody answer the following Wednesday when I called and then today I get a phone tree the phones are working apparently but when I call I get press one if you're new patient press two if you're a current patient press three for filling her it's whatever that means I'm asking people like me that are calling to actually help the doctor Who has reached out to me to begin with so it's in congruent with the experience that you claim to be delivering if you drop the ball and treating patients like second-class citizens or third classes since by not being real and reachable so I guess it is big lesson is in this very short podcast simply is this if you're going to hold yourself out as a high touch first class experience amazing dental practice where are you the patient are just going to be wild and be so happy and pleased with your expressive you're gonna said every friend and family member you have that you're going to flip off and give the bird to PPOs and even if your insurance does change your still gonna come back because were so amazing if that's your practice take a look at every single message you're sending weather whether it's a subtle message or an overt message and make damn sure that it's congruent with what you're saying you're all about because that's one thing like that they can absolutely do you rail a potential patient relationship that's worth potentially five 10 15 $20,000 I mean if you're one of these high-end cars my practices that is delivering a phenomenal experience and you lose patient a referral no less I'll because you didn't answer the phone on a Friday or your phones were busted or you have some goofy phone tree and you can get to a real live person who treats you like you know like you are the bread-and-butter of their business like you're important than you really need to reassess your walk to the front door of your dental practice you have no clue actually none at all what in the world your patient experience is like rigs and every single touch point of your pace experience and make sure really represents what you think it should and does represent another words go back and examine have a fantastic day catch you later I love you Jerry Jones Direct I guess I'll wait one more thing before... I forget if you are not a Jerry Jones Direct Profit Insider subscriber  I encourage you to go now to JerryJonesDirect.com and sign up right away I'm giving a free $293 gift just fo

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