031-Discovering DSOs with Ashley McCauley

This week on Discovering DSO’s Ashley continued her talk with Genevieve Poppe who is the owner of Poppe Practice Management. This week Genevieve and Ashley discuss the patient experience and important skills to have in your workforce.    Episode Highlights   Patient Experience Patient Retention  Warmth vs. Competence  Quotes    “The patients first and last touch points are often the most important in retaining them”    “There is so much more to your patients experience then their time in the chair”    “Sometimes really nice people are really bad on the phone”   “Those skills are so much more important than knowing Dentrix or Open Dental”    “I think we are screening and hiring for the wrong things, and I don’t think people realize the real cost to their practice”    “Hearts are not warmed through what you know”    “Even big practices are grown one interaction at a time”    Links https://www.poppepracticemanagement.com Book: Traction by Gino Wickman   The Dental Podcast Network Channel One homepage: http://dentalpodcastnetworkchannelone.otcpn.libsynpro.com/ The Dental Podcast Network Channel Two homepage: https://podcasts.apple.com/us/podcast/the-dental-podcast-networks-channel-two/id1478530429