Phew! What a tour that was!
Covering the length and breadth of the country, the three month tour, which ran from September until December, attracted over 1,600 dental practice team members, all keen to hear the pearls of wisdom from legendary industry speaker Ashley Latter.
Perfecting communication, incorporating ethical sales and communication skills, were the order of the tour where delegates were treated to a plethora of tips and techniques on how to improve communication with both patients and team members alike.
Ashley's specialty is in motivating teams and getting the best out of each team member, so with this in mind the tour itself was very much focused on the team working together to improve the practice as a whole. Throughout the day, hard work and thinking were coupled with lots of laughter, funny stories and amusing anecdotes to keep the brains working and new ideas flowing on simple ways to improve their own daily routine in their practices.
Commenting on the tour, Ashley said, 'I wanted to make the content of the tour very participative and give delegates a true "Ashley Latter" experience. Delegates were very upbeat and had a tremendous appetite to learn and develop new skills.’
The day was littered with very real insights and practical ways practices could help themselves to create a more positive customer experience. ‘Step outside of your comfort zone’ was a key term that Ashley consistently used to encourage delegates to do something different that will make an instant impact.
Here, Mel Kesson, Practice Manager at Darras Dental in Newcastle, gives us an insight into what the practice learnt from the day and the nuggets of information they took back to practice.
'We attended the workshop as one of our dentists had heard Ashley Latter speak before and thought it would be good for the rest of the team to hear him.
'I went to the day not really knowing what to expect and I can honestly say that within 10 minutes of the workshop starting, I’d laughed out loud several times… which meant I knew we were in for an enjoyable day; which is exactly what myself and the team had!
'Everyday "out of the comfort zone" occurrences between practice and patients seemed to be dissolved, leading us all to new thinking and great techniques that we could put into practice when communicating with patients.
'We came away from the day with a whole stack of ideas, including the possibility of implementing an out of hours service for our patients. We also learnt the importance of being open minded and genuinely interested in the patient.
'Overall, the day was fun, interactive and a fantastic workshop! It really opened our eyes to perfecting communication with the patient on their journey throughout our practice'.
The Practice Plan Workshop Tour will be back again in autumn 2014 and features a different speaker and topic every year. For more details on the 2014 line-up along with other topical events from Business of Dentistry, please visit: www.practiceplan.co.uk/events.