was successfully added to your cart.
Category

Business Coach

Recognition. Is It Your Mantra?

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

05267 the ultimate experience logo

It doesn’t take much to be better at customer service than you are, but it does take effort.

And that’s where most businesses fall down.

“Why do I have to do that?”

When I am asked this question I feel frustrated.

Ask yourself this question:

“As a customer in any business, would you rather receive recognition or no recognition?”

Would you rather be ignored?

Or acknowledged?

Would you rather be asked a question?

Or would you rather receive a glancing look down the nose?

The thing is, a smile is inexpensive to give, but the benefits of giving someone an acknowledging smile are dramatic.

A smile sent is nearly always reciprocated.

Receiving a smile is uplifting.

A smile sent is a simple way of non-verbally saying:

“Hi!!”

“Hello!”

“I see you.”

“I’ll be with you.”

“Welcome.”

It’s all about recognition.

Babies cry for it and grown men die for it.

Are you recognising the presence of your customers?

At every possible opportunity?

Why would you not?

Why would you keep your head buried behind a reception desk or a computer monitor when a living, breathing person walks into your dental front office?

And that living, breathing person is more than likely going to pay your office some money, which will help pay your salary?

Wouldn’t it make sense to then treat that living breathing person with some respect, by acknowledging them? So that they became a regular customer, and hopefully one day a loyal patron of your business who stays, pays, and refers?

When you fail to acknowledge you pure and simply offend.

Why would anyone choose to act this way?

When you pass a patient in a corridor in your office, do you smile and say “Hello”?

Or do you look the other way?

Or look down?

What about when you pass another teasm member in your corridor?

Which way do you look?

Do you smile and acknowledge them?

And what if a patient is with them and sees you do this?

When you enter a treatment room and other team members and patients are in there, do you excuse yourself and acknowledge each and every person in that room?

And if not, why not?

If you don’t, why don’t you?

Is it difficult?

How hard is it to stop and say “Hello” to everyone in the room….and I mean *EVERYONE*!!

I’m a really big fan of the *Five Foot Rule.*

And that is, that if another person comes within five feet of you, then you *MUST* acknowledge them.

No questions.

As I visit dental offices around the world, I’m shocked at how often I see dental office team members flagrantly ignoring customers and other team members.

And for what?

Really?

Who wants to be known as an ignorant employee?

It’s not a badge of honour I’d want to wear.

*****

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!!

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

05267 the ultimate experience logo
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]

 

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!!

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

05267 the ultimate experience logo

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]

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!!

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

05267 the ultimate experience logo

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!!

Pin It on Pinterest