I awoke groggy this morning at 5:30 am to my 7-year-old son showered and ready to head to the orthodontist. I really don’t know many orthodontists that can infuse that much excitement into a child about getting a palatal expander. Nevertheless, there he stood at 5:30 with his new “Warren Orthodontics” T-shirt ready to start the day. As we create process improvement for small businesses, we seek to infuse the company culture into the processes. I have never seen a better example of this than what I saw at Warren Orthodontics. Sure, they had a fancy new office with great technology to keep my kids busy and friendly staff, but here is a list of extra process improvements they did to showcase their culture of VIP patients.
- A “Welcome New Patients” sign with my son’s name printed on it
- Snacks available in the lobby
- The friendliest person interacting and playing with not only my son but his 4-year-old brother
- A green screen room for funny pictures
- The ability to spin a wheel and get points for being on time, good dental hygiene, wearing your branded shirt, and more
- A prize closet to change your points in for treasures
- A stuffed animal when you joined “The Bracket Club”
- A game to guess how many candies were in a jar
- A weekly “favorite things” giveaway
Each of these items could be pivoted to create process improvement in many small businesses!
Thank you Warren for the experience and for making orthodontic care exciting for my boy.