This summer, our team has been busy behind the scenes getting rdhu ready for September.

We are coordinating presenters, updating course information, preparing materials, recalibrating equipment and reviewing the many details that support each program.

It has reminded me just how much happens behind the scenes before an experience officially begins. Most people may never see or realize all that goes into it—and that is often the sign of a thoughtfully planned experience.

We often focus on the “During Experience”—the course, appointment, meeting or interaction itself. But the experience actually begins much earlier.

At rdhu, the learning experience begins when someone first hears about us.

When they visit our website.

When they search for the course that is right for them.

When they register or make a purchase.

When they receive information about what to expect.

And when they decide whether they feel prepared, welcomed and confident in the choice they have made.

At rdhu, we are always looking for ways to improve and evolve. Right now, we are taking a closer look at our website and are building a new boutique shopping experience through the eyes of those who use them.

Is the information clear? Can people easily find what they need? Are there unnecessary clicks? Does each step feel simple and intuitive?

When a member asks a question or cannot find something, I see it as an opportunity to look more closely at the experience. Where could we make the information clearer, simplify a step or improve the journey?

Sometimes, when we work closely with something every day, we know exactly where to go and what to do. But that doesn’t mean the experience is equally clear to someone visiting for the first time.

We are also elevating the Before Experience by providing an Activity Page with every course.

While participants currently receive a blank Activity Page to work through, moving forward, each one will include a sample goal statement specific to the course topic, a bibliography, additional resources and other pertinent information.

Participants will receive these resources in advance, helping them feel prepared before the course begins, engaged throughout the learning experience and supported in carrying their learning forward afterward.

Because the experience doesn’t begin when the presenter starts speaking, and it doesn’t end when the course is over.

These are some of the things that make rdhu unique. We put a great deal of thought and planning into how we can be Your Professional Growth Partner™ every step of the way.

I have been living and breathing the Before, During and After Experience since 2012—and I am still evolving, improving and changing things.

How often do you step away from the everyday and look at what your clients and patients are experiencing?

As I write this, it reminds me that this is exactly what our upcoming Meet Me at the Winery™ event in a few weeks is all about.

It is an opportunity to step out of the operatory and into the winery, take a fresh look at your own client journey and discover a breakthrough you can bring back to the practice on Monday morning.

And it doesn’t need to create a mountain of work or require a complete overhaul.

Sometimes, one thoughtful change—a clearer message, a warmer welcome, one less step or a better follow-up—can make the entire experience feel different.

You don’t have to change everything. You simply need to step back long enough to see what could be better.

We may never arrive at “finished”—and that is a good thing.

There is always an opportunity to improve, evolve and elevate the experience.

Have a wonderful week ahead!

Warmly,

Kathleen

Kathleen Bokrossy, RDH, BSc ~ President, rdhu