072 How To Deliver 5 Star Customer Care With Dr. Ann Marie Gorczyca

In this episode I interview a great friend of mine, Dr. Ann Marie Gorczyca.

Dr. Ann Marie Gorczyca is a Clinical Adjunct Professor of Orthodontics at the Arthur A. Dugoni School of Dentistry, University of the Pacific, where she speaks on practice management topics including marketing, teamwork, treatment coordination, management systems, human resource management, and customer service. She has been a speaker at the 2011- 2017 American Association of Orthodontists Annual Sessions. In teaching and private practice for over 27 years, Dr. Gorczyca is formerly a faculty member at UCSF School of Dentistry, she has received teaching awards from UCSF and the University of the Pacific Dental Schools.

Dr. Gorczyca is a Diplomate of the American Board of Orthodontics and a member of the Angle Society of Orthodontists. She is in private practice in Antioch, California.

She has written her third book "At Your Service- 5-Star Customer Care for a Successful Dental Practice". She also wrote "It All Starts with Marketing" and "Beyond the Morning Huddle".

In this podcast episode we talk about the strategies that you can use to market your practice in really creative and innovative ways, and the importance of having a winning culture.

We discussed:

• The culture of Ann Marie’s practice and why from day one there has been a big focus on customer service and the customer experience
• The role of leadership in creating and maintaining a winning culture in your practice
• Delivering patient friendly experiences
• How having a set of core values that everyone in your team understands enables consistency in delivering a 5-star customer service
• The system that the Ritz Carlton use for measuring their customer experience and how this can be related to dentistry
• Differentiating your office from other dental practices by nurturing a culture of service
• The best ways to get your team aligned with the importance of delivering an amazing experience
• Why Ann Marie was inspired to write books
• Ann Marie’s new book - At Your Service: 5 Star Customer Care for a Successful Dental Practice

Click here to get a copy of Dr. Ann Marie’s new book on Amazon.

You can find out more about Dr. Ann Marie's practice here.