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The Three Purposes Of Being In Business

By | Business Coach, Customer Service, Dental Coach, Dental Consultant, Dental Practice, Dental Practice Efficiency, Human Resources, Staff Training, Uncategorized, UPE Blog, World Class Service | No Comments

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What’s the purpose of being in business?

Well, there are three purposes.

Why would you bother ever going into business without looking clearly at the purposes of being in business?

1. Repay You For Your Investment and Risk

There is no point in going into business if the rewards for doing so are insufficient to repay you for your investment in both time and money, as well as to repay you for your risk.

Otherwise you may as well just keep your job, where you are paid a paycheck for turning up, and you’ve never needed to put your capital at risk or your time and effort into that risk.

A lot of dentists forget this important fact when running their businesses.

They fail to take their business seriously.

They fail to realise the time and money they have invested in getting to where they are, and that if that time and money had been put into another investment, then that investment would be returning a dividend or a rental income.

2. Reward You For Having Owned The Business And Sold The Business

The purpose of being in business is to grow the business and sell that business for a profit.

Along the way, the business needs to provide you with sufficient reward that you can invest to provide for you to retire with a lifestyle worth living.

Some businesses will do this for the entire lifetime of the owner. At other times, a business will only be profitable and viable for a shorter finite period of time, and so the business needs to be looked at as a stepping stone to bigger and better things.

Some business owners enjoy that thrill of the chase, and the movement from one big project to the next, as they sell and buy businesses.

Other business owners look at their business as a career life time choice.

Either way, the purpose of each business is for you to financially profit from owning the business.

Nothing else.

3. Provide You With A Lifestyle While Owning The Business

What’s the point of being in business if you have to scrape and scrimp along the whole way?

What sort of a life is that?

The point of being in business in the first place is to reward you along the way for the ownership of that business and what that business provides back to the community, and to allow you to lead a comfortable life along that way, as a reward for your owning the business.

Why would you want to own a business and then go without?

Purely because you owned that business?

To me that makes no sense….

Importantly, having a better lifestyle that you lead allows you to invest into your community purely as a result of having that ability to spend a little more.

4. Provide employment in your community.

One of the benefits of owning a business is that the business then provides employment opportunities for your community, both with jobs within your business as well as in ancillary businesses with whom you do business with.

5. Giving Back.

Owning a profitable business allows you as the business owner to be more philanthropic, and to give back to your community.

If you are owning a business and your business is not ticking all five of these boxes, then you need to evaluate the reasons as to why you are in that business at all…..

*****

My next public speaking presentation showing Dentists how to grow their Dental practices will be in London England on Saturday 4 August 2018 with Jayne Bandy.

For more information and to secure your seat click this link here.

*****

Have you read my book , How To Build The Dental Practice of Your Dreams [Without Killing Yourself!] In Less Than Sixty Days.

You can order your copy here: Click Link To Order

*****

The Ultimate Patient Experience is a simple to build complete Customer Service system in itself that I developed that allowed me to create an extraordinary dental office in an ordinary Sydney suburb. If you’d like to know more, ask me about my free special report.

Email me at [email protected]

 

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Does Your Dental Office Have Product And Service Congruence?

By | Business Coach, Customer Service, Dental Coach, Dental Consultant, Dental Practice, Dental Practice Efficiency, Human Resources, Staff Training, UPE Blog, World Class Service | No Comments

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One of the big things about providing world class customer service is that there needs to be a congruence that exists between what you do, and how you do it, and who you do it upon.

There is absolutely no point in trying to provide World Class Service to a bunch of ungrateful savages who don’t give a hoot about the alignment of what they are receiving and how it is being delivered.

If you are operating in one of these types of environments and your goal is to provide world class service to your clients and customers, but your ideal client doesn’t seem to be around, then you might need to rethink your location.

Similarly, if you are trying to be the best service provider around, and you have the correct demographic and they are your customers, what they see in your place of business needs to back up both who they are and who you are, and what you say you are doing.

I’ve just stepped off a long flight to the USA and I’d been fortunate enough to have been upgraded into the first class cabin for this trip.

But things were different this time around… disposable cotton hand towels had been replaced with paper towels in the bathrooms?

towels_900px_2I mean, are times so tough or are airline officials so stupid that they think their customers don’t notice these little things?

Really?

How can this airline believe that they can substitute cotton cloth towels with paper in their first class cabin, and think that their clients are simply going to accept this?

How are things in your dental office?

Are you providing world class service, yet you’re backing that service up with cheap low cost scratchy facial tissues?

Is your carpet worn and torn?

Does your office and client lounge need a fresh coat of paint?

How is your décor?

How is your dental equipment standing up?

You do need to make sure that your actions and your environment are congruent with your intended message to your customers.

The airline that I flew with has posted its highest annual profits over each of the past two years, yet it seems that trimming the fat on toweling is on this years’ budgeting strategy.

With customer service, sometimes you need to spend a dollar to make a dollar.

You do need to spend some dollars to KEEP your customers.

Last year this said airline discontinued its in-flight duty free service in another heralded cost cutting exercise, yet with the extra space this would create on board each plane, there still isn’t enough room to be able to carry some fresh limes?

When you’re running a business, you need to be cognisant of the fact that all of your customers do need to be receiving value for the money they spend with you.

This doesn’t mean to be cheap with your fees and prices.

Twenty to twenty five percent of the population don’t care what your competitors charge because they believe that the product or service that they receive from you represents exceptional value.

What your business needs to do is to focus on finding more customers who fall into that top 20-25% of the population.

Focusing on maintaining that product and service congruence in your business will go a long way to helping you attract more of the right kind of customer who appreciates what you do and are very happy to pay you well for what you do.

These people are there.

All you need to do is find them, and give them a compelling reason to stay with you.

*****

My next public speaking presentation showing Dentists how to grow their Dental practices will be in London England on Saturday 4 August 2018 with Jayne Bandy.

For more information and to secure your seat click this link here.

*****

Have you read my book , How To Build The Dental Practice of Your Dreams [Without Killing Yourself!] In Less Than Sixty Days.

You can order your copy here: Click Link To Order

*****

The Ultimate Patient Experience is a simple to build complete Customer Service system in itself that I developed that allowed me to create an extraordinary dental office in an ordinary Sydney suburb. If you’d like to know more, ask me about my free special report.

Email me at [email protected]

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Is Everyone In Your Dental Office Singing From The Same Hymn Book?

By | Business Coach, Customer Service, Dental Coach, Dental Consultant, Dental Practice, Dental Practice Efficiency, Human Resources, Staff Training, UPE Blog, World Class Service | No Comments

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Is every employee working in your dental office singing from the same Hymn Book?

What I mean by this statement is are the motivations of each team member congruently aligned with the goals and mission statements of the dental business.

Is the dental business result oriented?

Does the dental business have clear goals and objectives it sets out to achieve each month, or does the practice simply review its performances after the fact?

Or does the business never review its performances?

Are the team members and the owner suitably result driven?

Or are there team members who simply turn up for their pay cheque?

It makes a big difference to the performance of the team and the performances of the business if one or some of the team members are not dually motivated towards the ongoing success of the business.

And that’s a silly situation to be in.

Because a successful business has a more profitable bottom line than an unsuccessful business.

And with more profit, the business can employ more people, it can invest in new infrastructure and equipment, it can attract better clients, and it can remunerate hard working existing employees with bonuses.

And the business cannot do these things if it struggles.

Similarly, great employees can become deflated by non-aspirational owners who simply just plod along from day to day without purpose or drive.

The saddest thing I see in dental offices is valuable personnel trapped in a restrictive environment that fails to recognise and reward their aspirations.

The proper alignment of congruency of business and ownership and employees is needed to guarantee the best result for all concerned.

Correct alignment does not occur by chance.

It occurs by selection and by integrated nurturing with alignment of all towards a common goal.

Clarity is king.

And you need a baseline for important decisions and principles that reflect this clarity.

So many times I see convoluted procedures that totally complicate processes that should really be quite simple.

And often these convoluted processes are developed as a result of what I call a “One in a Hundred Year Flood”.

Sometimes we build the most incredible hurdles and obstacles to our day to day processes just to be prepared for that very rare occurrence that rarely, if ever, occurs.

And these hurdles and obstacles act as the most amazing burdens and handbrakes on the progress of our business..

Often these obstacles are created and imposed by team members who feel threatened by the success of the business and become “challenged” by the rate of growth of their business.

The thing about growth is that it is rarely constant, so it needs to be embraced when it is rapid and it needs to be respected whenever it wanes.

But growth and success rely significantly upon the devotion and motivations that team members have towards their business.

Who is running your business?

Is it being controlled by visionaries?

Or is it being managed by control freaks?

*****

My next public speaking presentation showing Dentists how to grow their Dental practices will be in London England on Saturday 4 August 2018 with Jayne Bandy.

For more information and to secure your seat click this link here.

*****

Have you read my book , How To Build The Dental Practice of Your Dreams [Without Killing Yourself!] In Less Than Sixty Days.

You can order your copy here: Click Link To Order

*****

The Ultimate Patient Experience is a simple to build complete Customer Service system in itself that I developed that allowed me to create an extraordinary dental office in an ordinary Sydney suburb. If you’d like to know more, ask me about my free special report.

Email me at [email protected]

Did you like this blog article? If you did then hit the share buttons below and share it with your friends and colleagues. Share it via email, Facebook and twitter!!

Service Is Not An Option

By | Dental Coach, Dental Consultant, Dental Practice, Dental Practice Efficiency, Human Resources, Staff Training, Uncategorized, UPE Blog, World Class Service | No Comments

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In the movie Apollo 13, Flight Director Gene Kranz, the character played by Ed Harris, says:

“Failure is not an option”.

It’s probably the line of the film, and to me it’s also one of the lines of the century.

Here’s the scene:

Mission control in Houston, is confronted with an air problem in the Apollo 13 spacecraft somewhere up there between the Earth and the Moon, and urgently has to come up with a solution to help the astronauts not only solve their problem, but also help them return safely to Earth.

For those on the ground in Houston, trying to work out how to help their astronauts, they were threatened with the command that to fail was to lose.

To fail was to concede defeat.

And America was not going to concede defeat here.

In Dentistry, in delivering Customer Service, there is no option to fail.

Customer Service, great customer service, needs to be a non-negotiable item, as part of your office protocols.

Providing zero service or weak service is a dis-service to your customers, to your co-workers and to your business and its owners.

Any display of arrogance, apathy, or arrogant apathy amongst employees is now unacceptable behaviour, and is not welcome in the successful Dental Office of 2018 and beyond.

Recently Australian retail giant Myer addressed a similar problem in their retail department stores.

In a leaked letter to staff, Myer stores general manger Tony Sutton said:

“An ‘I don’t work for Myer’ attitude, where brand partner team members refuse to assist customers in Myer stores is unacceptable. [Brand partners are people who work in Myer stores but are officially employees of other companies, such as Marcs, Cue, Dyson, Nespresso, Industrie or Royal Doulton.] We expect Myer and brand partner team members to work in partnership in store, operating as one team”, the memo said..  

Similarly, in a dental office, the line that you never want to hear is:

“That’s not my role here…”

When there is a concern or a problem in a dental office, it is the duty of ALL employees to see if they can help to solve and rectify the problem as quickly as possible.

You cannot put your head in the sand and hope the problem fixes itself.

My hairdresser used to have a problem in his salon when a customer would enter the shop, and a hairdresser would look up from the head they were cutting, look at the customer, then turn back and continue cutting, without even acknowledging the entering customer.

When he asked his cutters why they acted in this manner the answer was:

“Wasn’t my next customer.”

This was a system FAIL in his salon, and as we said, failure is not an option.

After brainstorming, his team came up with the logical response that it would be better for the first person who saw the entering customer to excuse themselves from their immediate client and walk over to the counter and greet and engage with the entering customer.

In your dental office do you have “system fail” moments?

Are there times where staff walk past patients and clients, and other staff, and fail to acknowledge them?

Are there times where staff are “too busy” doing something that a client is left feeling annoyed?

These are system failures, and failure is not an option.

Take a good look at the things that go on in your dental office from the customers’ points of view, and see whether you are inadvertently missing some serious system failures?

Remember, the provision of World Class Customer Service in your Dental Office is a continual work in progress.

There can be no easing up.

*****

My next public speaking presentation showing Dentists how to grow their Dental practices will be in London England on Saturday 4 August 2018 with Jayne Bandy.

For more information and to secure your seat click this link here.

*****

Have you read my book , How To Build The Dental Practice of Your Dreams [Without Killing Yourself!] In Less Than Sixty Days.

You can order your copy here: Click Link To Order

*****

The Ultimate Patient Experience is a simple to build complete Customer Service system in itself that I developed that allowed me to create an extraordinary dental office in an ordinary Sydney suburb. If you’d like to know more, ask me about my free special report.

Email me at [email protected]

Did you like this blog article? If you did then hit the share buttons below and share it with your friends and colleagues. Share it via email, Facebook and twitter!!

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