{"type":"rich","version":"1.0","provider_name":"Transistor","provider_url":"https://transistor.fm","author_name":"Owner's Roundtable","title":"Joy as a Business Strategy: Creating Unforgettable Customer Experiences with Amanda Chin","html":"","width":"100%","height":180,"duration":1864,"description":"How do you turn a dental appointment into an experience people genuinely enjoy?In this episode of Owner's Roundtable, Jeff McLarty sits down with Amanda Chin, Owner of Norwood Dental — a two-location dental practice in Edmonton she co-owns and runs with her husband, Dr. William Chin. Amanda comes from outside dentistry entirely, running the business and operations side with a perspective shaped more by hospitality and experience design than clinical practice.Amanda has spent years observing what makes people want to be somewhere and translating that into a dental context. She thinks carefully about every point of contact a patient has with the business, from the waiting room to the chair to what happens after they leave. The result is a practice that has built its reputation almost entirely on how it makes people feel, in an industry where most businesses compete on clinical credentials alone.What you will learn in this episodeEvery market is saturated. Amanda's argument for why that is actually beside the point.The experience is the only thing a patient can evaluate after an appointment. How Amanda built a business model around that fact.Why getting a team to deliver a culture of surprise and delight is harder than building the culture itself, and what Amanda did when her best idea met immediate resistance.What restructuring from 30 direct reports to four actually changed, and why meaningful leadership requires a number you can personally manage.Why Amanda looks to hospitality and restaurants rather than other dental clinics when she wants to improve her practice.How community presence before a first appointment changes the relationship a patient has when they finally walk through the door.About Amanda ChinAmanda Chin is the Owner of Norwood Dental, a two-location dental practice in Edmonton, Alberta. She co-owns the business with her husband Dr. William Chin and oversees all business operations, team development, and the experience systems that have become...","thumbnail_url":"https://img.transistorcdn.com/rzlj8TzuVYVktfPoUt5-bBHXADjNcknvabuetQFHRE8/rs:fill:0:0:1/w:400/h:400/q:60/mb:500000/aHR0cHM6Ly9pbWct/dXBsb2FkLXByb2R1/Y3Rpb24udHJhbnNp/c3Rvci5mbS8xZjNm/YWU5OTZlYTYxZGUy/YjZlNTAyZDhhMjUz/NTgxZi5qcGc.webp","thumbnail_width":300,"thumbnail_height":300}