“What was so neat was that the Forsyth Tech instructors came here on our schedule.”
Dr. Keith Phillips, Partner
Phillips & Cuthrell, DDS PA
We’re like any other service industry,” says Dr. Keith Phillips, partner in Phillips & Cuthrell, DDS PA, a Winston-Salem dental practice. “People may not know how good their filling or crown is. What they know is whether they had a good experience in our office.”
“We found out about Forsyth Tech almost by accident. We had called a private training organization and the cost of training our staff was going to be tens of thousands of dollars. So we started asking around.”
“All dentists are booked six months in advance. What was so neat was that the Forsyth Tech instructors came here on our schedule.”
Over the course of a year the staff learned about personality types, work styles and time management. They role-played the new-patient experience. One of Phillips’ favorite sessions was on the business bestseller, Good to Great. Using that model, staff members discussed who was on their ‘bus’ and whether they were in the right seats.
“We changed the direction of our bus,” Phillips said. “We learned what we need to do differently, and now we’ve got the strongest team we’ve ever had. We’re more profitable, and our employees benefit from that.
“It was a great experience and the cost was ridiculously low – just unbelievable.”