CULTURE CUSTOMER SERVICE CONSULTANT: NICE TO MEET YOU
In the dental industry, most people are encouraged to stay in one lane. You are expected to master one skill and master it well. I do not believe in this. I think you can be skilled at many different things in this wonderful profession that we call Dentistry.
YOU MEAN A DENTIST CAN DO SOMETHING OTHER THAN WORK ON TEETH?
This Culture Customer Service Consultant is always looking for others who embody this belief because when I train at an office, I encourage them to all know and understand how each part of the office works, including the dentist.
I also train them to put the team first. The team will then extend this to the patients. However, it must start with the doctor. He or she is the leader of the pack. They must show by actions that this is the number one priority, and then fixing the teeth, well, that will follow in a smooth and organized way.
DID YOU FIND ANYONE WHO IS DOING THIS REGULARLY?
You are thinking, “Denise, you are a dreamer. Dentists do not have time to do anything but fix teeth.”
Think again, allow me to introduce you to my dear friend Dr. Bill Simon, DMD. He is a true leader. Dr. Simon is not only a practicing dentist, but he is also a phenomenal speaker, consultant, and meeting planner. He is not only on the committee for choosing speakers for the Chicago Dental Society he is also the committee chair for the 2026 Chicago Midwinter meeting. Check out my interview with this brilliant man.
WHAT DID THIS CULTURE CUSTOMER SERVICE CONSULTANT LEARN?
1) Make Lemonade out of Lemons!
Dr. Simon expressed that he learned throughout his career by trial and error. He admitted that he made mistakes, and he had challenges. He never claimed to be perfect. Yet he figured out how not to make those same mistakes again.
2) Do Not Be Afraid to Wear Many Hats
Dr. Simon mentors early dentists and puts the focus on team building. Teaching them the importance of putting the team first. He sets the example by running an amazing office that is team-centric. Over the years, he learned to listen to his team, acknowledge their concerns, and value their opinion.
3) Real Life Is Not Always Pretty
There will be pitfalls that happen weekly, sometimes daily. When you own and sustain a profitable practice, you must realize that real-life things happen. The gift is the lesson you learn from how you deal with it.
4) Protect Our Profession
In our industry, there is a growing trend that profit over patients is the way to go. This is not true. We need to protect the dental profession. Standing on the sidelines will not change anything. We must get involved. Dr. Simon is a fitting example of someone who is on the frontline of making changes.
I am thoroughly impressed with how many things Dr. Simon is doing to make positive changes in our industry. This Culture Customer Service Consultant could learn a thing or two from him.
Nice to Meet You, Bill Simon, DMD
Denise Williams-Jones is a Culture Customer Service Consultant who speaks all around the country and has designed continuing education courses for The American Dental Association (ADA), and The American Association of Oral and Maxillofacial Surgeons (AAOMS) She is a member of SCN having served as their ambassador for one year and won the 2020 Spotlight on Speaking competition, also held by SCN. Denise is also an Align speaker for North America.
Denise is passionate and committed to customer service and creating the correct culture in business. Through consulting and coaching, she helps organizations improve relationships and communication with their fellow team members, define core values, empower leadership, and create the correct culture with their clients, all while raising their bottom line. If you need further assistance in taking your team to the next level, please reach out and let her help you and your team.
