It was about five years ago that I learned about Dr. Paddi Lund and his Australian dental practice. He’s built a ‘By Invitation Only’ business that thrives despite the fact that he locked his door to walk-in customers, ditched all of his marketing and even took his phone number out of all known directories.
The business is hugely successful. Here are some of his results:
All of these results have come from focusing on one element of his business and it isn’t what you might think. It’s…….
Business Happiness, to be precise!
At the heart of his success, Dr. Lund came up with a Courtesy System and eight Performance Standards, which he explains in detail in his book, Building the Happiness Centred Business.
The Courtesy System is a simple set of rules that they use to create a happier working environment and:
The Courtesy System can appear simple but its power is in its simplicity.
Driving the Courtesy System are Dr Lund’s Communication Performance Standards. These are another set of rules that define how team members speak to each other and customers. They are:
Just think if every business operated these rules.
The trick that Dr. Lund figured out is that its fine having great ideas but he created business systems to help business systems to support his Courtesy System and make it easy for his team to implement them smoothly and consistently, day in and day out.
If Dr. Lund was your dentist, would this make you think differently about going to the dentist?
Do you know of a business that is completely referral based?
I look forward to your thoughts and comments.
Thanks to nahhan for the image