Blog - Dr David Moffet
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Can You Turn A Bad Story Into A Great Customer Experience?

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

When things go wrong in your business it’s best to come clean with your customers.

It’s pointless trying to lie, or fabricate an excuse because more often than not, the truth will reveal itself, with dire consequences.

Honesty is the best policy.

If you make an excuse, and it’s a feeble excuse, you will find yourself more often than not in a hole trying to dig yourself out, instead of taking a bullet [for the causes] and then soldiering on.

Your customers will respect you for your honesty.

Your customers will not respect you for any deceit.

Last week I had to fly from Sydney to Dallas with Qantas and then on to Atlanta with American Airlines.

However…..when I arrived at my lounge in Sydney I could see that my Qantas plane was not yet at its gate, and it should have been…

Fast forward and my flight is over ninety minutes late departing. And I have a very tight connection in Dallas for my next flight.

When I finally get seated on my Qantas plane the Captain announces to us that routine maintenance had taken longer than expected and that we will catch up the time in the air…. I’m doubtful but I’ll put my faith in the Lord….

The Captain also tells us that there is nothing wrong with the plane. My thought is then that if it is indeed a routine maintenance event for this aircraft, then why the heck has it taken so much longer? And why the heck have paying customers been inconvenienced because of this “routine maintenance”?

What’s my point?

The thing is, when I was sold my ticket, I questioned the tight connection.

My travel agent, who was not working with Qantas, assured me all would be OK.

When it was announced at the airport that my flight was delayed I went straight to the counter in my lounge and asked to be rebooked in the USA on a later connecting flight, but was assured that Qantas and QF7 would be able to make up the time during the flight and all would be OK.

Even then, while on board my Qantas flight, I was assured by my Chief Steward that ground staff at Dallas would ensure that I would make my next American Airlines flight, despite the “tightness” of the connection.

I waited to see this….

Here were my hesitations.

Although it was with another airline, a friend of mine was recently turned away at a gate, while his plane was still boarding, because his connecting flight [from the same airline] had arrived slightly late, and the airline had cancelled his ongoing ticket and onsold it.

Despite the fact that he was still able to arrive at the said gate, and the plane that he was originally booked upon was still boarding.

Despite all this, my friend was rebooked, by that airline, onto a later flight.

And yet his luggage was connected on the earlier designated flight.

How could that all be?

My second hesitation was because only three weeks prior to this trip, I had raced through San Francisco airport trying to connect up with a Qantas flight after my American Airlines flight was delayed because of weather. And despite the fact that there were fourteen passengers on my American flight trying to connect with that QANTAS flight, and despite the fact that while running thru the airport I could see the Qantas plane, the darned thing left without us all and we all fourteen had to spend a night in San Francisco because of this….

And on the next night, while on the Qantas flight before departure, it was announced that we were waiting on five connecting passengers. None of those passengers made that flight…..

Can you imagine my skepticism?

So what exactly ended up happening?

Well, before my Qantas flight landed in Dallas, the head steward had been to see me to let me know that I would certainly miss my connection.

But, he had good news.

Qantas had secured me a seat on a later flight from Dallas to Atlanta, and I would not be needing to rush my way through arrival and then back through security.

And then it got even better….

As I was de-planing my Qantas flight, my head steward handed me my boarding pass for my new ongoing flight into Atlanta.

Now to me that was something special.

And it was re-emphasised to me as I walked through the Dallas airport towards immigration and Customs and saw probably thirty or more boarding passes lined up on a window ledge for those of my fellow travelers who were in a similar situation to me.

It was then that I really felt valued, as a loyal customer of Qantas.

This was a great service recovery story.

Your business’s Service Recovery Process is the ability of your team to make things right following a service defect in such a way that the process of recovery is indeed a more wonderful experience than if your business had gotten things right in the first place.

And this is what Qantas did this time.

How are your Service Recovery Processes in your Dental Office?

Are your Service Recovery Processes amazing your dental patients and customers?

You know they should be.

Are you working to ensure all your Service Recovery Processes are indeed World Class?

*****

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 david@theupe.com

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What Is Your Professional Purpose?

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 your purpose in being in business?

Is it to be the best you can be at your chosen profession?

Is it to be recognised by your peers, and by your customers as a leader in your field?

Is that your goal of being in business?

Is that your only goal?

Or is your goal in business to create an income that allows you to do other things rather than work?

Imagine that…. your business creates an income stream that allows you other benefits.

Such as:

  • To spend more time with those you love
  • To spend more time doing those things you want to do
  • Helping you to help others who need help.

I was talking with a client this week about a dentist they know whose family relationships have now disintegrated to divorce because of the dentist’s focus on her business at the expense of spending time with her family.

Is that worth it?

I believe that life is all about planning, and priorities.

Firstly, without a plan, and I mean a business plan and a family plan, the chances are that you’ll end up exactly where you deserve to be … and that’s NOWHERE!

So what’s your family plan?

What are your desired amounts of times to be spent with your family?

What are your desired vacation times and destinations that you would like to take with your family?

What are your preferred educations for your children?

Where would you like to live?

Secondly, what other time outs do you need away from your business?

Do you have spiritual or social goals that require your time or your financial contribution?

What hobbies do you have that could require time?

Is it possible to design a life and then engineer your business to allow you to fulfil your life plan?

Do you have a clear vision of what your family and your life is going to look like in five, ten, twenty or thirty years time?

Or are you happy just to let life take you where it leads you, without a plan?

I must say that having a plan for my family was the biggest driving force that I could have applied to help grow my business.

Because it gave me focus on what I needed my business to do for me to help me to reach those personal goals.

Some people see what their business can do and then decide to do what they can with what the business produces.

That’s like riding a donkey backwards.

You never know where you’re going to end up until you get there, and often it is the wrong destination.

Sometimes you don’t ever depart and sometimes you end up going backwards.

Sounds like some dumb plan to me….

Once you know what you want your life to look like it’s then time to see whether your business has the ability to produce the income to achieve those outcomes.

If your business can’t do that then you need to change your business:

  • You need to change what you do in your business so that it produces better for you.
  • You need to improve the skills of the people in your business.
  • You need to change the people in your business.
  • You need to change your business location or your business customers.
  • You need to change the industry you are in and do business in a different business.

There’s no point whinging and whining that your business and your lifestyle are at odds with each other when there are so many variables that you can tweak to change and improve the relationship.

But how do I improve my business?

Learn to be a better marketer of what you do than a doer of what you do.

And that marketing is internal marketing as well as external marketing.

The public assumes that as a dentist you are good at what you do, otherwise you wouldn’t be allowed to do what you do.

Your customers will come to you because of who you are and how you treat them and how your business is run and how your business treats them ahead of how well stained and characterized your posterior composites and porcelains are.

And when you market your business make sure your whole team is on board.

There’s no point in change and improvement if there’s a weak point in your organisation.

Everyone needs to be pulling in the same direction.

Understand that nobody is going to run your business the same way that you are going to run your business.

So lead by example.

“Do as I do, not do as I say”

Nor “Do as I hope….”

If you fail to plan then you plan to fail.

The onus is on you.

It can be done….

Once you decide on what you want, you can achieve it.

But you need to plan…

*****

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 david@theupe.com

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 You Making It Personal?

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

I was reading an article last week written by my good friend Shep Hyken.

Shep Hyken is a customer service expert, and a New York Times and Wall Street Journal best-selling author.

In this article, Shep was describing how way back when, when he learned about marketing, there were the Four P’s.

And now, according to Shep, there’s a fifth P.

The Four P’s are of course:

  • Product
  • Price
  • Place
  • Promotion

The fifth P now, is:

  • Personalisation

Personalisation is the process of humanising the experience, of interacting during the transaction in a manner that gets down to more than simply being the transactional exchange of a good or a service for a financial amount.

Personalisation raises the importance of the relationship and the friendship that the customer and the business and the employees of that business all have with each other that transcends way beyond the financial transaction.

As I’ve said repeatedly, we want our dental patients to say:

“those people there are really nice people, and by the way, they do good dentistry too.”

We want our customers and patients to be visiting our dental office because of how well we relate to them, and how welcome they feel at our office, rather than simply because of the dentistry that we do.

We want our relationships with our clients to be above and beyond the “commodity” of dentistry.

Our relationship must always be built around creating an experience for our clients and patients.

A memorable experience.

An unforgettable, ultimate experience.

I was talking with one of my international dental clients today about the transformation that she and her office have made over the last nine months that we’ve been working together.

She’s been able to transform her dental office from a Medicaid reliant practice to a fee for service dental office where patients that come now value their appointments and respect their health and keep their appointments and take personal responsibility for their oral health.

My client has accepted that there is no need to try to be something to everybody, especially to those who do not value their oral health, when there are plenty of clients out there who do value their mouths and their treatment, but have been prevented from receiving that treatment and level of care because the privileged have obstructed them.

She’s been overwhelmed at how grateful and respectful her paying clients are now that she is able to offer them much more of an experience and more of her time.

And how willing these patients are to be paying her fees.

And it’s all about providing a personalised experience.

Can you do it in your office?

It is not that difficult.

All you have to do is clear away any limiting beliefs, and step away from the edge…

It can be done.

And it is being done.

My client’s team are so grateful to be now delivering a better type of experience to a more appreciative clientele.

It’s a WIN-WIN-WIN situation….

Doesn’t everybody want that?

*****

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 david@theupe.com

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!!

Can You Create A World Class Culture?

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

Well it’s happened.

In the pinnacle contest of the Australian Rugby League season, Queensland have won the series for the eleventh time in twelve years.

That’s domination.


This year in particular has been interesting, as the Queensland selectors chose a new look team in game one because of the retirement of several long-term players.

And when that team lost the first game of the three game series, the Queensland selectors did not hesitate to make several changes in an effort to win both the remaining games of this series.

And win them they did.

How did they do this?

How did a side that looked so lost at sea after game one, how did they regroup and win game two and then dominate game three, against a New South Wales team that made no changes at all to its team for all three games.

What was the secret?

Well, I think the first thing was that there is an incredible State pride for Queenslanders when they are selected to represent their state in Rugby League, and this is a quality that New South Wales players and teams over the past twelve years have failed to be able to create or grasp.

It’s a culture.

It’s in their blood.

It’s in their DNA.

It is said that Queenslanders grow an extra leg when they slip on their maroon coloured state team jersey.

And I’d believe it.

During the match there were times when New South Wales were seen to be walking. This is something that Queenslanders would never do. Queenslanders bleed maroon blood for the state.

Queenslanders will bust their humps and play and dig deep until their lungs explode.

Because that’s Queensland state pride.

And that’s what it’s all about….

What can we learn from this?

Firstly, you can’t just flip a switch to create a team culture.
A team culture needs to be developed over time with traditions and with standards that will, and “have always” stood the test of time.

You just can’t create a culture by simply just “adding water”.

Culture is an internal thing. It comes from the inside.

Secondly, accession to the throne is not a given.

Accession needs to be earned and should never be taken for granted.

Just because the Queensland team was aging, doesn’t mean that it was “a matter of time” before New South Wales gained dominance.

If that was the intended script, then nobody told Queensland.

The Queensland team has not been in a “surrender” mood for many years.

There’s a pride that can’t be bottled that Queenslanders allow to permeate to the surface of their skins and of their beings.

And it is this state pride that makes the team such a force.

And this force is difficult to defeat.

How can you develop that Queensland state pride in your dental team?

Are your dental employees willing to bleed for your business?

Will they bleed for each other?

How is their passion for dental excellence, and for providing your patients with a world class customer experience each and every time?

Or are your team simply going through their own motions?

Are your team proud to be at work?

Are they proud to fly the banner for your office?

You must create a culture in your office that is so powerful that people simply *WANT* to come to work for you, and will turn up day in and day out, no matter what, because they believe in your cause.

With passion!!

Last night, in the deciding game of the series, it was obvious to all who watched that one team got it, and one team simply did not.

Interestingly, in life, and in business, there will always be people who get it, and those who never do.

You need to align yourself with the “get it” people and their businesses.

Life is a heck of a lot more satisfying when you’re working with those who get it, and those who want it, rather than those who expect it.

Culture is KING.

Can you create an environment of world class culture in your business?

Branson can. Hsieh can. Disney can. Southwest can.

Queensland Rugby League can.

Why not you?

*****

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 david@theupe.com

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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