PROGRAM
THURSDAY
5:00-7:00 PM — Welcome Reception
FRIDAY
7:30 AM — Breakfast
8:30 AM — Welcome
A Culture of Excellence: Keynote
During this one-hour keynote, The Ritz-Carlton Leadership Center will share the legendary best practices of The Ritz-Carlton Brand. Attendees will learn how to activate and sustain a culture where valued and empowered employees own the customer experience.
Upon completion of this session, attendees will learn:
Key elements of The Ritz-Carlton Culture including: The Credo, Motto, The Three Steps of Service, The Employee Promise, and the 12 Service Values of The Ritz-Carlton.
Simple and sustainable processes that can be easily translated into your study clubs and practices.
Lecture up to 1 hour | Practice Management & Human Relations, AGD Subject Code 550
9:45 AM — Break
A Culture of Excellence: Workshop
During this two-hour workshop, The Ritz-Carlton Leadership Center will build upon their keynote and break down how to drive employee and customer engagement as well as the importance of empowerment. Attendees will be given actionable takeaways that can be easily applied to your study clubs and practices.
Upon completion of this session, attendees will learn:
The three levels of employee engagement and techniques that will enable more personalized service that creates emotional connections.
The Ritz-Carlton Empowerment Guidelines including how these guidelines reduce problem resolution costs and create consistently exceptional service.
Lecture up to 2 hours | Practice Management & Human Relations, AGD Subject Code 550
12:15 PM — Lunch
Greg Tice
Mark Kenny
Transforming with Purpose: Aligning New Initiatives with Our Core Culture
In any long-standing organization, introducing change requires a thoughtful and collaborative approach that remains rooted in the organization's core values. Greg Tice, Seattle Study Club's Chief Operating Officer, will explore how we, as an organization, can use your feedback to drive meaningful change that benefits everyone while preserving the culture that defines us. We’ll examine the science behind how people react to new ideas, and how we can take constructive feedback to evolve—without compromising the values and principles that guide us.
Through roundtable discussions with fellow directors and partners, you'll actively problem-solve how to implement new features and strategies that will enhance the overall experience for you and your members, all while ensuring that the cultural foundation of Seattle Study Club is maintained and strengthened.
The session will conclude with a panel discussion featuring directors from varying levels of experience—new, experienced, and long-standing—who will share their insights and discuss future solutions to their own challenges, while staying true to the organization’s core culture and values.
Upon completion of this session, attendees should be able to:
Understand new initiatives and how they align with the organization's goals.
Dive deep into the potential advantages these initiatives will bring, both for the organization and its members.
Identify and problem-solve potential negative outcomes or challenges before they arise.
Identify creative and practical solutions to overcome obstacles and ensure successful implementation.
Lecture up to 2 hours | Practice Management & Human Relations, AGD Subject Code 550
3:00 PM — Break
Team Building
We've designed a two-hour team-building program that’s sure to be a fun and unforgettable experience, and we want to keep it a surprise! The only thing you’ll need to bring is your phone. The program will highlight Nashville's rich music culture, while also introducing a special experience you can take back to your clubs, should you want to.
5:30 PM Wrap-Up
6:30 PM Evening Entertainment
(More info to follow)
SATURDAY
7:30 AM — Breakfast
8:30 AM — Welcome
Program Details Coming Soon
10:15 AM — Break
Kimberly Bates
Caring More and Trying Harder
In this engaging program, Kimberly Bates, Lead Systems and HR Coach at GG Practice Coaching & Development will explore how to transform the culture of your dental office and study club by embracing the principles of Unreasonable Hospitality—the bestselling book by Will Guidara. In this book, Guidara, a renowned restaurateur, shares his insights on how going above and beyond to create extraordinary experiences can not only elevate a business but also foster strong, lasting connections with both patients and colleagues.
Drawing parallels between hospitality and dentistry, this program will guide you through actionable strategies for creating a culture of exceptional service, kindness, and personalized care in your practice or study group. You'll learn how to:
Cultivate a culture of hospitality that makes every patient or participant feel valued, seen, and cared for.
Empower your team to deliver service that goes beyond expectations, creating an environment of trust and loyalty.
Enhance communication and relationships within your team, turning routine interactions into meaningful connections.
Inspire creativity and innovation in patient care and study group discussions, fostering an environment where everyone thrives.
Elevate the overall patient or study club experience, making it not only professional but deeply personal and unforgettable.
Whether you're leading a dental practice or managing a study club, Unreasonable Hospitality offers a fresh approach to building a culture that makes your patients or members feel special—and leaves a lasting impact that goes well beyond the office. Join us to discover how small, thoughtful changes can lead to extraordinary results.
Upon completion of this session, attendees should be able to:
Identify key hospitality principles from Unreasonable Hospitality and apply them to create a patient- and team-centric culture that fosters exceptional service and long-term loyalty.
Develop actionable strategies for empowering your dental team or study club members to go above and beyond in their interactions, creating an atmosphere where everyone feels valued, heard, and engaged.
Lecture up to 1.5 hours | Practice Management & Human Relations, AGD Subject Code 550
Ms Kimberly Bates is an employee of GG Practice Coaching & Development.