I love helping dental teams co-create a happier, healthier, and higher performing service culture.  Our culture is a result of practicing a consistent set of values to deliver consistent experiences.  However, not all experiences are not judged equally according to the peak-end rule!

The peak–end rule states that people judge an experience largely based on how they felt at its peak (its most intense point) and at its end, rather than based on the total sum or average of every moment of the experience.  The peak-end rule highly influences how we remember our experiences.  We believe we are accurately recalling facts when it really has more to do with our emotions during the experience.

Our memories of positive and negative experiences are dependent upon two things: what we were feeling at the most extreme (peak) point and how the experience ended. Our memories are typically not an average of the experience or the amount of time we were engaged in the situation.

We can actually be irrational in our recollection and memory of events.  Our memories consist of a series of highpoints rather than a thorough record of facts and events.

We won’t know what the peak experience will be that will impact our team or patients.  However, we can plan the end experience.  Which is why it is imperative for the team to end the day on a high.  It is even more important than how we start our day.  Same with our patients.  We must not only welcome them warmly we must also have a warm farewell.

Let’s start with the team.  What can you do at the end of the day that will make a more positive end experience?  Maybe a heartfelt thank you, a high five for a job well done or even taking a moment to do a TA-DAH together!

The end experience for your patients usually involves paying their bill or a future bill.  Many patients have a difficult time parting with their money, which is why it is so important that the process flows smoothly.  Otherwise, it can become a negative end experience if handled poorly.  Which is why it is so essential that you have a confident and knowledgeable team member having the financial conversation.  Doctors you may have built rapport with the patient and they are excited to move forward with treatment.  Only to have it end at the financial discussion.

It is so important to role play this experience.  Also, make sure you have the tools you need to have a successful conversation.  My favorite tool is the Payment Options Form that Care Credit offers.  I love that you can customize it to include only the payment options you want to offer.  The form is so organized even a brand-new team member could confidently review payment options and sound very professional and knowledgeable.  It also includes all the legal information you will need to make payments arrangements.

You can find it at https://www.carecredit.com/providercenter/contactcenter/.  Enter the code JKM and request information on the Payment Options Form.

Here are a few steps to take to ensure not only a positive experience but a WOW end experience.

• Delineate the final patient experience
• Discuss and agree on verbiage and flow
• Practice role playing and the physical walk through to build confidence and competence.

Whatever the end experience; following these simple steps will help ensure it is a WOW experience!