Clínica dental

Weekend Update, 07.19.20

[título_original] – Nueva actualización 2023

Somos un pequeño grupo de apasionados profesionales de la odontología que han estado escribiendo artículos para el público durante más de 10 años. Nuestra misión es proporcionar información precisa y actualizada sobre la salud bucal para que las personas puedan tomar decisiones informadas sobre su atención dental.
Sabemos que una excelente salud bucal es esencial para la salud y el bienestar general, y estamos comprometidos a ayudar a nuestros lectores a lograr y mantener dientes y encías saludables.

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Benco Dental We’ve experienced some growing pains over the past few weeks … but we can also celebrate our excellent customer scores during 2Q20.  We first reported on our 2Q20 score a few weeks ago, when we also announced that Nice/Satmetrix, the company that invented NPX, will be completing a case study on how we use their system to drive results.  Let’s deep-dive into this key metric:  how it’s calculated, what it means, and what we learn from it.  Some background…

  • Net Promoter (NPX) is the world’s leading system for measuring customer satisfaction.  We’re the first-and-still-only dental distributor to track and report on NPS, which we adopted as a key metric in 2003.
  • NPX is based on how customers answer one question, with responses categorized into three categories:  Promoters are those answering 9 or 10; Passives answer 7 and 8, and Detractors are 0-6…
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The NPX score = [% Promoters – % Detractors]
  • For 2019, the highest NPX score reported by Satmetrix was 74 for Costco, so our score of 72 in 2Q20 puts us in pretty good company…
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  • For 2Q20, our score improved by five points over 1Q20, and 68% of respondents scored us a delicious 10.  And Benco Select members scored us at 79.
  • The South dominated with an overall score of 85, and the Northeast earned an NPX of 69. Kudos to the top six scoring regions:  Midsouth (100), Gateway (92), Peachtree (89), Citrus (88), Lonestar (88), and Gotham (88). 
  • Positive comments from this round of surveys included… ‘Easy website navigation and self-account management… Benco has been very helpful and informative before and throughout this COVID19 crisis… Your customer service and care is extraordinary!… I have been practicing for 20 years and have been through multiple merchants. You guys are the best by far… Having highly qualified reps working for THE CUSTOMER, especially during these trying times… In my short term as a new doctor and practice owner, I’ve come to Trust and Rely on my Benco representatives… Online ordering is very simple. Our rep is very quick to respond to any question, via e-mail, text or voicemail.’

Bright Spot #1:  We’ve reopened all three CenterPoint Design/Equipment Showrooms, and we’re busy, with 37 visits in only a few weeks.  CenterPoint Genius Supervisor Lisa Peifer reports on how these visits have changed for a post-CV19 world:  ‘We haven’t seen too many people flying in yet, and asking visitors to wear masks is our biggest change. We send out standard health screening questions prior to the doctors’ arrival and we’ve been taking visitor’s temperatures upon entry.

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From left:  Dr. Dina Ambrose, OV ES Craig Bruns, and OV TR Pat Moore on a June CPX visit to Pennsylvania.

‘So far we’ve had several wins:  In June, Dr. Dina Ambrose, from Mansfield OH, visited with Ohio Valley ES Craig Bruns and TR Pat Moore, and signed for four ops of Midmark cabinetry, plus sterilization, and a Vatech pan, effectively taking advantage of Midmark’s “In This Together” rebate program, earning herself a $6K cash rebate… Dr. Sweta Shah of Clifton NJ visited with Liberty ES Mary Robbins and TR Cathy Neikam, and ordered one more operatory than originally planned and is a solid lead for interior design services and Open Dental… and Dr. Kendell Davies made his third trip from Utah to CPW with Desert ES Cameron Hutchinson, where he selected several rooms of DCI Edge equipment.’

Bright Spot #2:  For the past few weeks, we’ve been on fire, with strong results in sales and net income…  Thanks to our excellent sales performance in June, we hit the halfway point of the year only (15.2%) behind our original net income goal… For the first two weeks of July, sales were +4.0% over goal and grew a sizzling +15.6% over prior year… As per SDM, which tracks market share, our Benco Brands market share for the first five months of 2020 was 10% higher than our overall market share… And one of our leading core equipment vendors reports that, through May, we’re +94% in cabinet orders, and +28% in chairs-units-lights.  Exciting!

The post Weekend Update, 07.19.20 appeared first on Benco Dental.

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Somos un pequeño grupo de personas apasionadas que han estado escribiendo artículos dentales durante los últimos años. Creemos que una buena salud oral es la clave para una vida feliz y saludable. Nuestro objetivo es proporcionar información precisa y actualizada sobre todos los aspectos de la odontología para que nuestros lectores puedan tomar decisiones informadas sobre su salud bucal.
Sabemos que elegir un dentista o un tratamiento dental puede ser abrumador, pero esperamos que nuestros artículos ayuden a que el proceso sea un poco más fácil.
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