Featuring TOTAL CARE DENTAL

A patient of Total Care Dental on Odana Road in Madison, WI called me to say, “You need to see this place. What a great reception area!”  I made an appointment to visit and hear the story of how it came into being.

TCD moved to a new location and in doing so had the opportunity to make their space really work for them. Knowing that many people are fearful of going to the dentist, they wanted their reception space to calm those fears. The use of warm browns, beiges and taupe, accents of wood, and colorful wall artwork complement each other beautifully and speak of the natural world. ‘Cozy’ became the key quality they wanted their reception area to express. Even the table lamps enhance a cozy light that makes the room more welcoming. And what could be cozier than a fireplace? Rather than placing the fireplace in a corner where only a few could enjoy it, they positioned it to allow three sections of the reception area to have direct access to its warmth and ambience.

Cozy was also implemented by creating several spaces for seating - like small living rooms.  A variety of seating options and the way they are configured is instrumental in offering places for personal space.  From simple upholstered chairs with arms to open benches and angled seating, patients can find a ‘fit’ to their body shape and privacy needs.

Care for the patient is also accommodated in other ways. In thinking of the patient’s needs, it was important to create comfort, ease, and personal space.  A partitioned room designed for children is stocked with books, games, and TV - including a cocktail table arcade game. Just outside is an upholstered bench for a waiting parent to be mindful of her child without having to be in that space.  I was told that this bench, located closer to the entrance and the reception desk, is also a favorite ‘sit’ for the elderly as they wait for their appointments. All in all – the entrance, the children’s area, and this bench are able to be easily monitored by the staff at the front desk.

Patient care is exhibited in available WIFI and a separate desk computer for use.  Both magazines and beverages are easily accessible and uncomplicated to acquire.  A large wall screen shares about Total Care Dental, its staff, and educates around good dental hygiene.  Visible, but without sound, this opportunity’ to learn’ is non-invasive to the reception room activity.

Two of my favorite spaces in this reception area are its entrance and the reception desk.  As a patient comes in from the outside, he comes into an inviting second entrance.  Here the beautiful Total Care Dental logo is etched into the window, a welcome sign instructs patients to check in at the front desk, and the door into the reception space is positioned at an angle – adding interest and uniqueness. This is a simple space with a powerful impact.  

The design of the reception desk space is extraordinary. Care has been taken to not have patients see and hear the work done behind the scenes.  The curvature of the wall keeps the office area from sight, yet very accessible to those who are working.  

This reception area has accomplished ‘cozy’ in a way that cares for patient needs.  And the bonus – it inspires beautiful smiles to happen!

Special Note:  Furniture and Photographs by Lerdahl Business Interiors

Clutter, Clutter, Clutter

I recently presented a seminar on The Psychology of Clutter for the State Department of Health Services staff.  Everyone was amazed at the record breaking attendance, but it speaks to the hold that clutter has on our lives.  It touches our homes, cars, and work spaces. It affects us physically, emotionally, and spiritually.  

What happens to our bodies when we enter a cluttered space? We feel that we cannot breathe - in fact - our breathing indeed changes in cluttered spaces.  We breathe with tighter and shallower breaths.  When clutter surrounds us we have trouble focusing.  We are distracted.  It impacts our vision and our thinking.  Sometimes all we know is that we ‘need to get out of here’.  The space has not offered room for us to enter with all that we hold in our minds, bodies, and spirits.  The space has been filled for us and we often leave in frustration.

Karen Kingston is a consultant who works with clearing clutter from homes and businesses. She offers four categories of clutter:

1) Things you do not use or love

2) Things untidy or disorganized

3) Too many things in too small a space

4) Anything unfinished.

Are you thinking what you would put in each of those categories?

Let’s see . . . 1) a collection of salt and pepper shakers that I inherited, 2) the storage room in the basement 3) my closet 4) the remote that doesn’t work

Are things beginning to come to mind?

For some, the issue of clutter seems simple - just toss things out or give stuff away.  However, the issue of clutter has deep emotional holds on us.  It has a power in our lives that can cause harm.

In Karen’s book, Clear Your Clutter with Feng Shui, she has an impressive list of the ways that clutter affects us.  Think with me through this list.  What is true about you and your clutter, your spaces? 

          1.   Having Clutter can make you feel tired and lethargic

          2.   Having Clutter can keep you in the past

          3.   Having Clutter can congest your body

          4.   Having Clutter can affect your body weight

          5.   Having Clutter can confuse you

          6.   Having Clutter can affect the way people treat you

          7.   Having Clutter can make you procrastinate

          8.   Having Clutter can cause disharmony in relationships

          9.   Having Clutter can make you feel ashamed

          10.  Having Clutter can put your life on hold

          11.  Having Clutter can depress you

          12.  Having Clutter can create excess baggage

          13.  Having Clutter can dull your sensitivity and enjoyment of life

          14.  Having Clutter can cause extra cleaning

          15.  Having Clutter can make you disorganized

          16.  Having Clutter can be a health or fire hazard

          17.  Having Clutter can cost you financially

          18.  Having Clutter can distract you from important things

          19.  Having Clutter can create undesirable symbology

Nineteen ways ‘of being’ we can purposefully avoid in our lives if we deal with our clutter! Amazing!!

          If we were to re-write the above list by saying ‘Eliminating Clutter Can . . . give me energy, prepare me for the future, help me lose weight’ wouldn’t this be a wonderful life?  Who is willing to give this a try?   Count me in!!

          Visit www.spatialimpact.com to learn more about our spaces and behaviors.

Forming an Impression of a Business - What's Involved?

How is an impression formed? 

The work of two marketing professors suggests that a customer’s impression is formed by a process that involves integrations, inferences, and attitudes (Schmitt & Simonson, 1997). Integrations involve taking the known information about a particular business or profession and creating a logical understanding of what it is and how it is to be engaged.  Information that is not known but is added by the customer’s previous experiences is called inference. As the customer fills in these blanks of factual information with his own understandings from earlier situations, it also fills in the impression. Attitudes then project a feeling or response that can be positive, negative or neutral.  The internal processing of these three parts forms the overall impression.

These three aspects of the process are difficult to delineate because they reference each other’s information.  When entering any place of business, an impression is formed. Earlier thoughts and experiences about this profession cannot be extracted from the mind.   A preconceived idea of what and how this business and its staff are to be experienced has already been formed in the client’s mind.  If the first impression matches or exceeds this, the client feels they have entered a professional environment and will likely transact business.  If not, it is possible that the client will not elect to do business.  

The client picks up non -verbal messages through the design of the office space. Many businesses are unaware of how important this area is to their image.  The business reception area introduces the business to the client – positively or negatively. 

Previous research results indicate that people may form quick impressions on limited information. This information may be too easily placed into categories which create stereotypes and form an impression about the qualities that a professor, a dentist, or a lawyer possesses.  This stereotype is then transferred to the place of business.  The combination of the stereotype and the environmental impression influences a person’s thinking about the person and place.

Think about what a client ‘expects and has experienced’ in your line of business.  Does your place of business meet or go beyond those integrations, inferences, and attitudes of your clients? 

(BTW -  the photo above is of a children's dental office.  Now there is a place to make SMILES happen!!)

Silent Space - The Value of 'What is NOT'

Let me introduce you to a concept I call ‘silent space’. While much is written about ways to bring silence into our daily patterns by meditation, prayers, and quieting the technological noises around us – the idea of silent space has gained little attention. Silent space is more than space without sound. Silent space is a visual emptiness that pulls us from our busy lives, calling us to focus our attention, quieting us, and even changing our breathing.  The medical profession has discovered that silence can lower blood pressure and steady the heart beat. Perhaps silent space can do the same by inviting our bodies into restfulness.

Silent space allows us to see the beauty of the natural elements and asks our senses to be involved.  We want to feel the smooth marble, watch the magic in the prisms of light,  be amazed at the artistry found in the wood grains, listen to the water as it babbles, and marvel at the architectural designs of the built environment.  Each of these elements of nature can be savored, allowing us to be present in the moment, in the space.

Perhaps it is helpful to speak of what might be the opposite of silent space. Let me suggest crowded, too full, demanding, and cluttered.  Clutter confuses and distracts us.  It is much more difficult to navigate our thoughts and bodies through clutter.  Clutter often happens because our culture is not comfortable with emptiness. We want to fill every wall, nook, and corner with ‘something’ or ‘anything’. We are uncomfortable ‘seeing silence’.

          Seeking emptiness as a ‘presence’ is to acknowledge the artistry of that which is both ‘in’ and ‘not in’ the space.  An art gallery values the silent space around a painting or sculpture in order to see and appreciate its beauty. The notes of music need pauses to hear the rhythm.  We speak of the importance of white space on a page in order to easily comprehend the message.  Silent space allows so much more to be seen and experienced.

Business marketing guru, Tom Peters, suggests that all good design conveys the qualities of simplicity, beauty, clarity, and grace.  Inherently these qualities help to design for silent space.  Simplicity invites putting only what is needed in the space for that moment and time.  Focusing on simplicity eliminates clutter and putting too much in a single space. Beauty is introduced by the integration of the natural world and seeing the natural elements as part of the art expression within the space.  Clarity seeks to name a focus and intention of each space and what happens there. Grace is the uncomplicated flow of whatever activity happens in the space with whatever physical attributes are there.  The quality of grace as a design principle is the ease of using and being in the space.

Simplicity, Beauty, Clarity, Grace, Silence.  Where are these qualities found or challenged in your spaces?  Are you beginning to think about your spaces differently?  Hope so!

A Great Place to Wait . . . Affiliated Dentists of Monona, WI

I have entered the waiting area – waiting for my name to be called- waiting for my appointment- waiting with thoughts of hope and optimism – no major dental work please!  Why is it that as my dental appointment nears, all my teeth suddenly show indications of potential trouble? Does that happen to you, too? My thoughts quickly turn to the end of the appointment when I am handed my new toothbrush and my entire body sighs with relief!

But meanwhile I am waiting . . . I am the only one in the waiting room. As I let go of my ‘dental phobia’, I suddenly notice what a wonderful space this is. It’s up to date, contemporary art on the walls, plenty of space for people to sit.  A TV is on the wall in the corner, backlit shelves display artwork and dental information.  Magazines are easily visible and accessible in an acrylic rack on the wall. What a great idea for keeping magazines orderly! From across the room I am able to decide which magazine will engross me while waiting.  WOW!  I notice that it holds not only magazines but also brochures on various dental concerns. 

The U-shaped room gives enough distance from the open reception desk so that I am not drawn into their work conversations.  I can watch the TV or read or be deep in my own thoughts and be perfectly at ease. Plenty of ‘personal space’ here.  Lighting is varied and makes the space feel more living-room-like.  Table lamps, the lighting from the shelves, track lighting, and wall sconces all add to this multi-layered and very pleasant illumination.  The overall lighting makes reading comfortable and creates a softening that quiets the nervous dental patient who is waiting. Windows line the upper part of the interior wall and invite the light from the hallway to come into the waiting space.

Chairs are simple and offer good support.  There is a mix of ‘chairs with arms’ and ‘chairs without’.  What good thinking!  This accommodates those who need assistance while getting up as well as those who may not comfortably fit into these supportive arms.  Two signs acknowledge that there is1) free WIFI and 2) If you do not wish to watch television or if you wish to watch a different channel, please let us know.  Both signs give the ‘patient in waiting’ permission to do so.

A small picture of the team of dentists is on the shelf to make them very recognizable.  The artwork adds interest to the room. The greenery on the tables softens the angles of the room and its furniture while also adding an enjoyable aspect to the space.

Five others have joined me. ‘Susan’, the dental hygienist smiles as she calls my name, “We are ready for you.” The waiting is over and what a curious thing – my teeth seem rather normal now! 

(Permission has been granted to feature this business.)

Making an Entrance!

    When a client is able to enter a building or place of business with confidence, another step of hospitality has been accomplished. Doors can either be welcoming entrances or inhospitable barriers. 

     There are two definitions of ‘door’ that are applicable to this conversation.  The word ‘door’ can be defined as a ’swinging or sliding barrier by which an entry is closed or opened’ - identifying it as a piece of furniture or part of a structure. This is the way we usually think of a door. The second definition, ‘a means of access or participation’, speaks of opportunity.

     I particularly like this second definition, especially when thinking of the entrance into our business space as being welcoming to our clients.   A door is an invitation to participate in our business.  Suddenly this makes the door very important. 

Here are a few tips:

1.     Is the door well marked by color, style, size, an awning, lighting, and signage? In other words – is the door easy to find in order to identify your business?  A door is a focal point that tells us where we wish for people to enter.  Let’s not make it difficult to locate!

2.     If there are two or more doors, be sure that all doors are unlocked. This sounds like a no-brainer, but have you ever noticed how frequently you reach for the right hand door – only to find it locked?    So why is right door locked and the left side open for business?  Here’s my theory . . .   We are a right handed culture and most of our daily habits navigate to the right.  The ‘business’ unlocks the right door from the inside which is the left door to the client.  Again –thinking from the client’s point of view offers valuable information. A locked door gives many messages to your client including 'not open for business' and ‘you are not welcome here.’

3.     Being able to see in and see out is important for everyone concerned. It is how we first begin to navigate a space.  Doors with full length glass allow us to physically and emotionally feel safe by seeing where we are going.  We are able to note whether others are about to open the door or be in our path when entering. We can start to assess where to check in, where to wait, how busy the space is.  Each piece of information we gather before entering, helps us feel more confident and secure.

     With every step of a client’s movement to the building, into the building, and within the building, we must create spaces that offer hospitality. Let’s give thought to what makes a great entrance for our clients so theirs is a confident entrance! 

Does the Reception Area Influence Your Clients?

Yes, indeed!   

While 1) service and 2) a trusted recommendation were valued more than the look and feel of the reception area, the twenty-four subjects in my research study said they would be influenced by 3) the reception area in their decision to retain a business. 

They also voiced that the quality of service expected by the business was sometimes prejudiced by the appearance of the reception area. Caring for a client’s comfort level was a key factor in their responses.

Here are some of their remarks and observations.  Listen carefully . . . Does the reception area influence a person’s decision to retain the services of a business?

·         “The lack of design for comfort and the busyness of the space would make me pause about retaining them.”

·        “I would go if the doctor was recommended.  The space makes me wonder about how they view their clients.  I might also be a bit uncomfortable sharing any information verbally because every word can be heard in that space.”

·        “I am not likely to come here.  If your place is not up to date, is your service up to date?”

·         “I would feel tentative on my first visit because of the reception space.  This would prompt me to think – is this the right person for me?

·        “Would give them a chance - it is a relaxed place. The casual look of the space would have me think that this is the way the practitioners are as well.”

·        “I would feel well cared for here – feels personal and not so clinical but still professional giving me confidence in their ability to provide good care. The only less than comfortable feeling I had was in regard to the exterior of the building.  It looked a little dumpy, but seeing a professional directory on the wall upon entering the building made that feeling go away.”

·         “Yes, the business wants me to be comfortable while I wait. I like the open space and the order.  I will probably be treated well here.”

·         “Yes, I do not question that this is a good place. The music and couch tell me they want this to feel like your living room.  Come in and make yourself at home.”

I was enlightened by their explanations.  How about you?  Did you pick up some helpful tips for your reception area?  Hope so!