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Team Unity. Real Or Not Real?

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

One of the interesting things that sometimes pops up from time to time in dental offices across the world is the situation when a lack of unity exists between teams and team members in those dental offices.

It is sad to see this when it occurs.

Lack of harmonious team unity is something that is not exclusive to dental offices.

Whenever any organisation begins to expand, there will always be cohesion issues between the various component parts of that organisation.

You know the types of discussions that occur in dental offices?

The front and the back don’t get on

There is always a point of difference of opinion between those who work up front in a dental office and those who work down back as to whether one sub-team works harder than the other, and which sub-team is the most important when it comes to being the backbone or the spine of the dental office.

Because after all, if it wasn’t for the efforts of the front office team there would be no patients in the schedule for the back office people to see?

And of course, if the back office people did not treat the patients well then the front office team would have a devil of a time getting those patients seen down back to schedule for any further ongoing treatment.

Who is correct?

Either?

Or both?

The importance of hygiene

Of course, if it were not for the hygienist being there the dentist would have to be cleaning teeth and we know that he can never do as good a job as the hygienist?

Or should the hygienist be more appreciative that the dental office is so so popular that the dentist has so many wonderful patients returning for hygiene visits?

The role of hygiene

Should the hygienist be pre-identifying dental restorative issues in their patients and bringing those issues to the attention of the patient and the dentist?

Or is the hygienist purely periodontally-focused only?

Should the hygienist help in scheduling the hygiene patients?

Or is that a front of office duty?

If the hygienist [or the dentist for that matter] has time should they help with set-ups and steri?

“That’s the Dental Assistants’ Role…”

This is not a pleasant phrase to hear uttered in a dental office.

Nor is the reverse of this welcome:

“That’s the Receptionists’ Job…”

Who fixes broken windows?

A piece of trash lies by the entrance to the front door of your dental office….who should pick up this trash?

An empty cup and saucer have been left in the client lounge area beside an untidy stack of magazines…who should tidy that area?

A picture in the hallway hangs crooked?

Someone has left a black scuff mark on the floor in the hallway….

The coat collar of an elderly patient is folded over the wrong way…

The departing patient has some prophy paste on their face…

“But that’s not my job…”

Whose job is it then?

Working together as a team is everybody’s job.

In a team it has to be “One for all and all for one.”

There can be no us and them.

There can be no “But that’s not my job”.

What there must be is harmony and positive mental attitude.

As an employee of your business ask yourself this:

“What can I do in this situation to improve it?”

For our business. To make it look better and perform better.

To assist and help my co-worker.

To impress my customer. Both present and future.

We’re in this together.

Let’s behave that way.

*****

My next public speaking presentation showing Dentists how to grow their Dental practices will be 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]

 

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Are You Making Your Loyal Customers Feel Special?

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 Friday my wife and I flew to Melbourne for the weekend to attend an outdoor concert. On our morning flight from Sydney we were treated to not one but two “Above and Beyond” experiences by our flight crew.

An “Above and Beyond” experience is defined as:

“A random act of heroism providing legendary service to the customer.”

Let me explain….

Firstly, when our flight attendant found out from my wife that she and I were both suffering from the flu virus, she stepped up and brought us both a cup of hot water with a slice of lemon and a sachet of honey to add.

This small act exactly hit the spot dead-centre for me. It was precisely what I needed to lift my body out of its misery and to raise my spirits.

Traditionally, when someone with the flu identifies themselves in a crowded space there is an avoidance behaviour created by those around in a determined effort not to become the next infected victim.

However, our flight attendant Renee took on the role of Florence Nightingale and really went out of her way to help lift our emotional spirits and our physical feeling as well.

The second “Above and Beyond” moment that we experienced actually happened before take-off on our short flight when our male steward David came to both Jayne and I and asked us which of the three meal options we would like to be served once the plane was in the air.

The reason this was a special moment was that we noticed that he did not approach any other flyer with this question. Rather, all other travelers were only given their choice when the food trolley was brought out to serve the breakfast.

Whereas Jayne and I received our meals prior to the food trolley service.

We put this act of “Above and Beyond” down to the fact that the crew had been alerted to the fact that my status as a Qantas customer had recently risen into the top bracket as a result of all of the flying that I had completed this year with them.

What does this all mean?

These two “Above and Beyond” experiences are great examples of EXACTLY what all organisations should be doing in their businesses to make their customers feel special.

Firstly, always be attune to making sure that your team are aware of exactly HOW your customers are feeling physically and emotionally when they enter your premises, and make sure that your staff are looking for ways of helping to lift up those feelings.

Secondly, always make sure that your staff are aware of exactly WHO each customer they are serving could be, and whether they are a loyal customer of long standing, or a significant spending customer.

Both long term customers and big spending customers have chosen to do business with your business for a reason, and as such, they deserve recognition and our appreciation of their choice of doing business with us.

If we ignore our loyal customers they will leave us and take their business elsewhere.

We must ensure that our business always has the systems in place that enable our staff to consistently exceed our clients’ expectations and make the client feel welcome, comfortable, important, and understood.

If we do that in our dental office, we will indeed create an Ultimate Patient Experience for our clients, that keeps them returning to us each and every time they need our services.

It is these simple EXPERIENCES that create the loyalty….

*****

My next public speaking presentation showing Dentists how to grow their Dental practices will be 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!!

Business Is As Business Does.

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

Business is business.

Business is not a hobby.

If you do not treat being in business like you are in business then you will never truly realise your true potential as a business owner.

It really is a case of having to put on your “big boss boots”.

Firstly, a dental business does not succeed when the owner is chopping and changing things with no clear purpose.

Change for change sake is a waste of time and energy.

Change should only occur to create improvement.

Be regular. Be consistent. Be purposeful.

When I worked as an associate dentist, and when I worked in my own practice when I purchased it, I was always there at the practice from start time to end time.

Because you never knew who was going to want to see you at any time.

And if you were not present, you would always rue the opportunity of helping out that very appreciative patient that needs you when they need you.

Who would most probably become a customer for life.

And become a great referrer too.

You never know.

Remember, it is your business. Treat it like a business.

And not like a convenience. Your convenience.

Secondly, trust the force and believe in yourself.

If you are a great dentist and a great person and offer a great service and a great experience, then charge an appropriate fee that represents that.

And not one penny less.

The twenty five percent of the population who value and seek out such a dentist and are sick and tired of being treated like a lemming or a number by some other practice that doesn’t care and they will beat a path to your door.

And as Pareto says, those top twenty percent of the population will reward you with eighty percent of your income.

If you are worth it then they will pay.

“If you build it he will come.”

Vision, belief, and persistence and hard work WILL be rewarded.

“Trust the force.”

If it has been done, it can be done.

*****

My next public speaking presentation showing Dentists how to grow their Dental practices will be 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!!

Service Recovery. How’s Yours? Are Your Dissatisfied Customers Simply Walking Out Your Doors?

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, as a customer, I experienced two interesting examples of businesses having service malfunctions.

How each business handled the malfunctions was interesting.

In your business, how would you handle a malfunction that leaves your customer less than satisfied with your business?

You see, it is your business’s ability to provide excellence in its Service Recovery and the way your business seamlessly swings those necessary systems into action that defines your business as a business that cares unconditionally about your customers.

When you have excellence in your Service Recovery Systems, your customers may complain about the service defect that just happened, but they will be in awe at the way your business handles that defect through its service recovery processes.

The Restaurant.

Last week my wife and I were on a cruise, and one night we decided to dine in one of the “user pays” restaurants on board our ship.

This in itself is an interesting concept because with most meals being complimentary on-board a cruise ship you would expect that there would be an increase in attention to detail in a “pay as you go” restaurant.

So in this restaurant my wife and I both ordered the same meals for starters and for main course meals. [Which is not as odd as it sounds since we both choose to not eat certain foods for health reasons].

So, when our main meals arrive, I see that my wife’s cod appeared to be twice the thickness of mine.

Mine was cooked fine, but my wife’s fish had not been cooked through and was underdone in the middle. So she returned the dish.

I kept eating my dish, and in fact finished my dish in the time that it took the chef to cook my wife a replacement meal. During this time, our waiter asked my wife whether she would care for a second glass of wine.

At the end of the meal, when our bill arrived, there was no concession made for the service defect that had occurred. We signed for the bill and left.

On the way out one of the ship’s officers asked us about our meal and the second serving.

We told him of our disappointment in the lack of service recovery, and that we had indeed been billed for the second glass of wine [that my wife drank] as she waited for her fish dish to be replaced.

The ship’s officer said that he would attend to the bill.

The Gardeners.

I have an established garden at my home.

We have lived there for fifteen years and the garden was built during our first year.

It is now a very beautiful garden.

We’ve always paid professionals to look after our garden, because professionals do a better job of it than I ever would.

I know this because with the garden of the home next door to mine, the first owner there did all his own gardening, whereas the current owner there now has paid help. And you can see the difference with professional help.

But you don’t need to beat that opinion into my head with a baseball bat. You don’t need to be Einstein to figure that one out…

[By the way, it’s much like running a business. Professional help with the running of your business makes a lot more sense than doing a half-baked job of it on your own.]

So anyway, on one side of my back garden I have a very tall hedge of Leightons green. If you know this species, you know it makes a great traditional English-style hedge.

But it grows quickly.

Ours is now so tall that it needs scaffolding to trim the top.

Our regular gardeners have been doing our gardens for over a year now after the company purchased the garden maintenance from our previous gardeners. They do a really great job.

So here’s what happened. They hire in a couple of hedge trimming people to come and do our Leightons green. Out comes the scaffolding, but the motorised hedge trimming tools don’t want to start up for a couple of hours for some reason.

To cut a long story short, the end result is that our hedge top gets trimmed quite poorly and there are petrol stains from their motors left on our pavers.

I call our regular supervisor and let him know of our disappointment, which he then passes on to the owner of the company.

When the bill for our service arrived via email last week, I call the owner of the garden maintenance firm to question the fee, considering our dissatisfaction with the result that we had ended up with.

He apologises and says that the bill is incorrect and that we should never have received it. He apologises and says he will forward an amended invoice.

The amended invoice arrives via email and when I open the email the invoice is identical to the first.

Except for the fee.

And the new fee is $0.00

Well we never expected that!

The email with the invoice read simply:

“Hi David,

Please find attached the amended invoice for garden maintenance at your home on 5/10/17.

Due to the lack of service provided for this visit we have decided to remove all associated cost for the visit on 5/10/17. With this it is our hope that we have a long working relationship into the future.

If you have any further questions, please let me know.

Regards

Phil.”

Does Phil now have a customer for life?

You bet he does.

We never expected a zero fee for this service.

The original invoice was substantial, as was the challenge of the tall Leighton’s green hedge.

We expected to pay something, so this concession by Phil was very generous.

What does this all mean?

If you want to keep a customer, you need to exceed their expectations.

When things go wrong, you need to be able to swing your service recovery systems into action seamlessly.

We never expected a free meal that night on the ship.

What we did expect was some recognition of the fact that they had fallen short of what a customer would expect.

Memorable service recovery is just as important in your business as the processes of service in the first place.

Make sure that your business understands where service defects can arise, and that you have the necessary Service Recovery systems set up to WOW your customers when a defect needs rectifying.

*****

My next public speaking presentation showing Dentists how to grow their Dental practices will be 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!!

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