was successfully added to your cart.

The True Purpose Of Being In Business

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

05267 the ultimate experience logo

What is the true purpose of being in business?

How do some people end up getting into their own businesses?

Why are they in business?

These are three very important questions that we need to ask ourselves on a regular basis.

“I don’t like my boss!”

This is one of the reasons that people go into their own businesses.

They do not like taking orders from someone else.

They often feel that they are taking orders from someone who knows less than them, or someone who is taking advantage of their talents or their efforts.

“I don’t like being taken advantage of!”

A feeling of being exploited, dare I say.

They feel that they are the true star of the side, and they should be being rewarded in full, rather than in part.

Their feeling is that if they are going to be putting in that effort anyway, then why not reap ALL of the reward for the effort rather than only a salary or a percentage?

“It can’t be all that hard?”

After all, if this idiot that I work for can own a business, then I can too, because I’m a lot smarter than them.

And after all, how difficult can it be?

All you have to do is sit back and count the money.
I can do that….

There is a reason to be in business.

The number one reason to be in business is to create an income that allows you to live comfortably while working and provide for you and your family so that you live comfortably in your retirement.

shutterstock_193491221As mentioned earlier, there is the potential when owning a business to be rewarded more for your efforts than if you were working only as an employee.

With that income and extra income you can also invest [and therefore provide for others] such as in real estate or in other businesses.

You can also direct money towards good causes that need a helping hand.

You can consume more, and therefore pay more taxes. Tax money primarily is spent on welfare and infrastructure.

Are you ready for the ups and downs of business?

A salary provides a consistent income.

A business can provide you with a variable income stream, depending upon seasonal and cyclical factors of influence.

The highs may be good. The lows may not be so good.

What about managing people?

You’ll have good employees and bad employees.

You’ll have good employees leave and you’ll have bad employees stay on and on and on.

You’ll have bad employees cause good employees to leave.

You’ll have employees cause good customers to go elsewhere.

You’ll have employees who will help retain customers and employees who, in their own right, will attract customers to your business.

Are you ready to manage other people?

Begin with the end in mind.

Reverse engineer your business.

Know the results that you want from your business and then build that business to achieve those results.

Most people do the opposite.

They go into business and see what the business can do for them.

This is wrong.

It’s like jumping into a car, and driving, and seeing where the car goes, and that’s where you’re going to spend your vacation.

Plan your life, plan your business, as if you were planning your vacation.

Know where you want your business to take you.

Know your desired outcomes. Know your desired path.

And know your timeline.

Be specific.

The purpose of being in business is to receive a desired outcome.

Being in business gives you more control and more choices.

Don’t waste your opportunity.

Set goals.

Achieve those goals.

Be in control….

*****

My next public speaking presentation showing Dentists how to grow their Dental practices will be in Dallas Texas on Friday November 3 2017 with Jayne Bandy.

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

I will also be presenting at a Symposium on growing your Dental Practice in 2018 in Sydney Australia on Saturday December 2 2017 with leading experts Kinnar Shah, Angus Pryor, Jayne Bandy and Toni Surace .

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!!

Are Your Team Members Guilty Of Oversharing?

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

05267 the ultimate experience logo

Last week I mentioned the dental office where I saw and heard two receptionists talking out loud in a negative way about a third dental employee, right there in front of patients seated there awaiting transfers to the treatment rooms.

This is not a “good look” for the dental office to be showing their paying customers.

There is a time and a place for saying everything.

However, there is no place to be talking negatively or derogatively about someone else who is not present.

That is simply gossip.

In a similar vein, there is no place for oversharing negative information *with* clients and customers.

There is absolutely no point and no benefit to the business for customers to hear of the trials and tribulations of what goes on and can go awry in the day to day business of going about business.

Customers don’t want to know what has gone wrong.

For the dental customer, it’s the exact same feeling as when you are sitting onboard your aeroplane waiting for it to depart and take off, and the pilot comes over the PA with a message about a warning light that has come on, and that maintenance has been called to check on the problem.

I don’t know about you but I just want to believe that the thing [aeroplane] is airworthy and it’s going to get me safely to my destination, warning lights or no warning lights.

I don’t care. Just get me there.

Last week in England my wife and I dined at well rated restaurant in Yorkshire.

The restaurant was very well presented and looked exactly how we would expect a fine dining establishment to look.

The wait staff that attended to our table throughout the meal were in every way both professional and friendly, displaying a perfect mix and balance of each at all of the correct times.

The restaurant was housed in a small cottage. This meant that diners were accommodated in several different smaller rooms within the building, rather than in one large dining area.

On this evening, our table was located nearby to the doors of the kitchen. As is customary in a restaurant, there were two kitchen doors. One door for wait staff entering the kitchen and the other for wait staff leaving the kitchen. As each of the doors opened we were occasionally privy to the hustle and bustle going on inside this busy kitchen.

On one occasion however, one of the wait staff walked into the kitchen and exclaimed to the kitchen staff, while the door behind her was still open and yet to close, that

“The lady on table A4 said her cod is undercooked.”

My wife and I were surprised to hear these words coming from the kitchen, as was one of the wait staff out in our dining room, who immediately raced into the kitchen to speak with the waitress.

The fact that one diner was not happy with the preparation of her meal was really no business of anyone else in the restaurant, and nobody else needed to hear this.

What this waitress needed to have done in this instance was to firstly wait until the door behind her had closed, and then speak less loudly to the appropriate person rather than to the entire kitchen staff.

In dentistry we hear and see similar events to these…

“The lab work is late”

“That patient is never happy”

“The last patient won’t open her mouth wide enough”

“The doctor always runs late”

These, and other similar comments of negativity, do nothing at all to build customer loyalty.

There is no point in gossiping.

There is no point in oversharing.

No point at all….

*****

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!!

Are All Of Your Employees One Hundred Percent Committed?

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

05267 the ultimate experience logo

From time to time the question arises about staff and their roles at the Dental Office.

What are the roles *specifically* of each and every member of your dental team?

Do you have clearly defined job descriptions for each and every team member?

Does each team member know exactly what they are meant to be doing at each and every moment of their working day?

I’ve seen some businesses where team members have “moments” in their day where they appear lost for something to do.

Have you ever seen a business like that?

The reason these staff are unsure of their roles is because their roles have not been clearly defined, and also because the staff are not being held accountable for their actions at all times during the working day.

Put it in writing.

The best job descriptions are clearly defined in writing.

Bad job descriptions rely on the spoken word only and memory.

Even worse job descriptions are “made up as we go along”.

If someone is being paid money for their time and labour then during that time they need to have clearly defined roles, tasks and accountabilities.

When those roles and tasks and accountabilities are completed then the employee receives payment for their efforts.

Customer time vs Non-customer time.

This is often a point of conjecture in businesses.

What should the employees be doing when there are no customers around to be served.

Does your business have clearly defined tasks for employees to complete when there are non-customer times?

If employees are being paid salary during non-customer times then it would be expected that they should be happily completing tasks that need to be done at these times.

Nobody likes to see employees of any business standing around in groups having a chat when customers are arriving to be served or are inside the business and needing to be served.

Have you ever been on an aeroplane and needing the attention of a flight attendant during a quiet time and felt as if you have been an interruption to them?

When they are being paid to be looking after you and looking out for you?

Have you ever walked into a retail outlet and seen two or more employees having a chat about anything rather than being one hundred percent there in the moment ready to help you with your visit to their store?

I once saw a dental office where two receptionists conducted a negative conversation about a third team member right there out loud in the reception area in front of patients seated and waiting there to be called to the treatment rooms.

Very inappropriate behaviour indeed.

The cellphone at work.

Employees carrying and viewing their personal cellphones and devices during paid working hours is purely and simply theft of time and money from their employers.

Period.

While an employee is being paid by an employer they should not be on their personal devices viewing messages, emails and social media.

The 38:130 Rule.

There are thirty-eight hours of the week that a full-time employee is paid to work.

There are another one hundred and thirty hours of the week that that employee can then do whatever they want.

And usually they do whatever they want during that one hundred and thirty hours with the money they have earned during the thirty-eight hours.

Employees should not be bringing activities of the one hundred and thirty hours into the paid thirty-eight hours.

Period.

Clear. Next. Step.

I talk about the importance of these three words in our communications with our patients so that the patients know exactly what we need to be doing next for them.

These three words are just as important when we are allocating and delegating duties for our employees.

Clarity promotes certainty.

We need to make sure that our team members are totally clear about what they need to be doing at all times during the working day.

Great businesses have this covered.

Are you operating a great business?

*****

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!!

These Four Small Words Will Turn Your Business Around

By | Business Coach, Customer Service, Dental Coach, Dental Consultant, Dental Practice, Dental Practice Efficiency, Staff Training, UPE Blog, World Class Service | One Comment

05267 the ultimate experience logo

I’m always fascinated when I travel to other parts of the world and I see how people and businesses do things with regards to their customer service systems.

On my recent trip traveling around the UK I became inherently aware of a phrase being used that I had not previously heard.

And the use of this simple phrase made perfect sense to me.

When ordering a drink, or ordering a meal, I’d often be greeted by the wait staff with this specific reply, that left me totally at ease and with total certainty about what the next step would be.

shutterstock_137589752And the phrase was so logical, I’m surprised that I had not heard it before.

I’m also surprised that I had not thought up to use this phrase myself.

So what is this phrase, David?

Here’s how a conversation would go….

Waiter: “Would you like a drink?”

David: “Could I please have a pint of Guinness?”

Waiter: “Of course you can.”

“Of course you can.”

How good is this phrase?

Its simplicity is what creates its effectiveness.

Let’s break it down….

Firstly, the opening two words “Of course” provide absolute certainty to the customer.

Without having to say the word “Certainly”.

Which means a similar thing, but, using the words “Of course” allows the waiter to then add the next two very important words which close off the effect of the total phrase.

And that is the addition of the two words “you can”

The addition of these two words creates a dramatic synergy with the first two words “Of course”

This is because it is not quite right to say “Certainly you can”

That’s incorrect.

But, the addition of the words “you” and “can” after “Of course” is sheer genius.

Firstly, by using “you”, we are highlighting the most important person in this interaction and that is them, the customer.

It’s all about them.

It’s all about the “you”.

Coupled with “can” the “you can” creates the required certainty that perfectly completes our answer:

“Of course you can.”

Nothing beats it.

Each time I heard this phrase used it brought a smile to my face.

Watch the smiles appear on your customers’ faces when you use these simple four words in your business.

*****

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!!

Pin It on Pinterest