The marginal gains meeting – moving your business forward one step at a time

It’s dangerous to be too busy to grow and very rare that I see a client take a giant leap forward with their business.

Mostly, it’s small steps.

Marginal gains.

The last 2 days in Milan were all about that.

I was working with Adec (not to be confused with the chair manufacturer – Adec dental clinic has operated in central Milan since 1986).

On Tuesday we gathered the customer service team together and creatively deconstructed their new patient experience.

Starting at 09:00 and working through until 18:30, we looked at every single step in that patient experience, agreed marks out of 10 and discussed what would have to happen to simply move the mark 1 point forward – a 6 to a 7, a 7 to an 8 (even, in one case, a 2 to a 3).

It is unrealistic to ask “how do we get to 10” (unless you are at 9).

However, by the end of the day, we had ideas to move 1 step forwards in 6 different “places” in the patient experience.

That took us 9.5 hours of intense conversation.

The next 90-days will be about implementing those 6 small steps.

Then we will begin again.

Marginal gains – relentlessly and endlessly.

How often do you have marginal gains meetings?


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Chris Barrow

Chris Barrow has been active as a consultant, trainer and coach to the UK dental profession for over 20 years. As a writer, his blog enjoys a strong following and he is a regular contributor to the dental press. Naturally direct, assertive and determined, he has the ability to reach conclusions quickly, as well as the sharp reflexes and lightness of touch to innovate, change tack and push boundaries. In 2014 he appeared as a “castaway” in the first season of the popular reality TV show “The Island with Bear Grylls”. His main professional focus is as Coach Barrow, providing coaching and mentorship to independent dentistry.

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