Eric Vickery, President of Coaching at All-Star Dental Academy, discusses the importance of understanding and utilizing DISC personality profiles in enhancing customer service in dentistry.
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About Eric Vickery
Eric holds a degree in business administration and brings a strong business and systems approach to his consulting. His initiation into the field of dentistry was in the area of office management. He managed dental practices for over ten years and has been consulting over 250 offices nationwide since 2001.
Episode Transcript
Transcript performed by A.I. Please excuse the typos.
00:02
This is Dental All-Stars, where we bring you the best in dentistry on marketing, management, and training. Hello friends, welcome to your weekly Motivational Moments with Eric Vickery, president of coaching at All-Star Dental Academy. We’re starting our dive into disc personality profiles this week, and we’re gonna do a general overview, and really to start with, why do we care? What does this have to do with dentistry, and why is it important? So…
00:30
I love to compare the golden rule and the platinum rule. And so the golden rule, many of you know this, that is, you know, from a big book, a popular selling book, do unto others as you would have them do unto you. Treat people the way you’d wanna be treated, with respect, with integrity, and all of that still applies. None of that changes. But the platinum rule adds another level to this. The platinum rule just changes one word. Treat people the way they wanna be treated. And so when we’re…
00:59
applying this, we gotta think in terms of customer service. I believe that disk is the highest level of customer service that you can adhere to. Verbal skills matter, running on time matters, being systematic and clear, all that matters. And then the next level of this, the highest form of this, is then to get into this platinum role. So to do that, what we’re saying is, hey, if someone likes the bottom line, then give them the bottom line. If they like all the details, give them all the details. I’m going to
01:29
use the platinum rule to deliver this level of customer service. And what does that mean? That means I’m going to be adapting. So that there are actually three levels of understanding and implementation of the disc concept. Number one is you need to be able to identify yourself, know where you are, know where your natural comfort zone is and how you approach people. So me personally, I, I profile as a high I with a backup depends on where I’m at either D or C personality style.
01:58
S is always in the basement. So I know that means I’m an extrovert and I’m people oriented. I love being around people, I love communicating, I love having interaction. Well, how does that play when I’m working with someone that wants quiet, wants details, wants harmony? I need to read that, my emotional intelligence, I need to get into this. So knowing myself is number one. Number two is being able to identify others. Can I read the other person?
02:28
Are they DI, are they extroverts, or are they SC, are they introverts? Are they IS, where they’re people-oriented, or are they DC, task-oriented? And I need to just ask myself two either or questions to be able to identify them. So I love using Winnie the Pooh as the example. So is Winnie the Pooh extroverted or introverted? More introverted, S or C. And is Winnie the Pooh more people-friendly or more task-driven?
02:56
in the analytics of things, more people friendly. So S style, the S is the only one that is introverted and people. Now, if you take Tigger, Tigger is extroverted and people. So that would be I. I’s are the only ones that are extroverted and people. And Rabbit is the only one who’s extroverted, telling and task-driven, working in the garden. That’s the D style. And then we use owl as the example, all the books behind him.
03:25
who is introverted and yet task-oriented, analytical research, OWL, C. The whole goal is to be able to know where I’m at, I, identify that I’m talking with a C person, an introvert who likes details and is task-oriented researcher, and be able to provide that data for them. I’m gonna adapt to their style, that’s the customer service. This is a gateway into emotional intelligence.
03:53
So a whole nother topic of what we dive into in our leadership retreat, our leadership training, is yearly taking the emotional intelligence test and understanding those categories where we are, we’ve talked about them before, but can I be self-aware? Can I manage myself to adapt? Can I read the room and then manage the relationship based upon what’s most effective? That is what gets us into case presentation at a whole nother level when you’re able to adapt to the disc style.
04:22
So I wanna challenge you this week. Do you know yourself? And can you identify others? And how flexible are you willing to be with your disc style? All right guys, go out there and make it a great, great week.
04:36
We hope you enjoyed this episode of Dental All-Stars. Visit us online at allstardentalacademy.com
