Michelin Star Moves: Transforming the New Patient Experience with Dr. Ashley Joves
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Show Notes
The Hospitality Standard
There is a reason Michelin-star restaurants have people coming back again and again. It is not just the food. It is the way they make you feel from the moment you walk in the door to the moment you leave.
Ashley Joves has spent years applying that same philosophy to dentistry at Smile & Co. In this episode, she breaks down exactly what she does so you and your team can start doing it too.
The best part? None of this requires a renovation, a bigger budget, or a complete rebrand. It just requires intention.
"The way you make people feel is what they will remember, long after they've forgotten what you did or what you said." — Will Guidara
Tactical Takeaways
- The "Stand and Greet" Rule: Why the physical act of standing up is the most important "unreasonable" move your team can make at the threshold.
- The Human-to-Human Exam: Leading with "Personalized Recognition" and genuine connection before ever looking at a chart.
- Eye-Level Connection: The physical requirement of removing the "patient napkin" and sitting eye-level to remove the power dynamic.
- The "Same Side" Hand-off: Implementing the "Seamless Handoff" at checkout to ensure patients feel like partners, not transactions.
- The Extended End: Using handwritten thank-you cards to "stick the landing" long after the patient has left your office.
The "One-Inch Lead" Challenge
Will Guidara says you don't have to be 100% better than the competition; you just need a "one-inch lead" in a hundred different directions. Pick one physical shift from this episode to implement with your team tomorrow morning at 8:00 AM.
Connect with Ashley: Instagram: @ashleyjovesdds
Thank You to Our Partners
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- Kasper Opportunity Finder: Fill those empty chairs and reclaim lost revenue with one click. Get it free at meetkasper.com/register.
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