Customer Service Archives - Dr David Moffet
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Customer Service

When Indifferent Service Will Not Do…. 

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

05267 the ultimate experience logo

As you know I’m on the trip of a lifetime at present. Although I’ve been attending conferences and workshops and putting on meetings, later this week I’ll be ticking off a once in a lifetime moment that has been on my bucket list for more than twenty-five years.

When I travel, it allows me to observe service and levels of service in businesses that I visit and in countries where I stay that I would not experience in regular downtown day to day business and life while at home.

It is seeing these sorts of opportunities that allows me to fine tune the services that I provide in my business along with the services and standards that I encourage my clients to strive to achieve in their own businesses.

Sadly, this scrutinising service DNA that I have been “blessed” with often allows me to witness and observe behaviours that ordinary everyday customers and clients may not even realise is occurring.

What I’m noticing on this trip is an increasing number of moments when the employee serving is not even in the moment.

I’m seeing employees acting robotically.

I’m seeing employees on hotel counters looking sideways while speaking to customers standing right in front of them.

In dining rooms and restaurants I’ve seen some greeters walking diners to their table and then not even waiting until those patrons are seated and comfortable before departing without even a sideways look, and not even letting those diners know when their server will be over.

The other evening I dined alone and sat at the counter of a Japanese restaurant, and was made to feel totally invisible during my meal, despite the fact that I was sitting right in front of one of their computer registers. In fact the service at this restaurant was so bad that it was one of the rare times that I left no tip for the staff and also left them some constructive advice on their feedback form.

Because most of the time when we as customers receive poor service at a business we often say nothing and simply choose to take our patronage elsewhere.

This is one of the major reasons that businesses lose customers. Customers depart because of apathy, and perceived apathy from the employees of those businesses towards those valued customers.

The answer to this is very simple.

Businesses should only employ people with “a need to please” as their front-line servers and greeters.

Nobody who is not invested in the customer should be allowed anywhere near a customer because the customer will interpret those employees’ behaviours as not being committed.

We do need to see commitment from all of our team towards the customers’ wellbeing at each and every time that they interact with those customers.

Nothing less.

If employees are not invested into their customers’ moments, if they are not committed to “MAKING THE DAY” of their customers, then it is time to let those employees go work someplace else.

It is the way that a business makes its customers feel each and every time that they visit that differentiates the truly great businesses from all others.

Because your customers can easily choose to go elsewhere and be treated poorly for probably less than you charge.

So make sure you only employ those people who are truly committed to being *Day Makers* for your customers. By doing this, your business will stand out heads and shoulders above all of your competitors.

*****

My next public speaking presentation showing Dentists how to grow their Dental practices will be with Jayne Bandy in Manchester, England on Saturday 2nd September 2017.

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 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!!

The Power Of Collaboration And The Quest For Improvement.

By | Business Coach, Customer Service, Dental Coach, Dental Consultant, Dental Practice, Dental Practice Efficiency, World Class Service | No Comments

05267 the ultimate experience logo

As I mentioned in my previous blog post I spent two days last week masterminding in a basement of a home in Atlanta. For two very intense days, I, along with three other business owners, worked solidly from nine o’clock to five o’clock on our own businesses as well as each others’ businesses along with our facilitator, [or should I call him a coach?] crafting out some nuances that would help to improve each of our businesses dramatically.

The two days was valuable not only for the content we received and the work that we achieved, but it also was invaluable for the experience of working intently with three other entrepreneurs and seeing their businesses and what they were both doing, and not doing.

The workshop provided an excellent opportunity to not only gain tuition from our very accomplished coach on a very personal level, as well it also allowed me to gain feedback from three successful people from completely different professions and to hear what they thought about the things that I was doing to grow my business.

I am seriously of the opinion that this workshop was so invaluable that I will seek out three business leaders in my local community with the goal of setting up a regular collaboration of a similar purpose.

Do you think that something like this would be of benefit to you and your dental business?

I’m thinking that it would probably be a most invaluable opportunity for you to work with and allow other non-dental successful people to share their thoughts both on your business and also theirs.

Following on immediately after from this two days of incarceration in the Atlanta basement I flew on to Orlando Florida to attend an annual meeting of Dental Speakers, Consultants, Coaches, and Writers. It is a meeting that I attend regularly each year, and have done so since 2011, which means that I have been going now for seven straight years.

This meeting is a bringing together of the “family” and “community” within the dental speaking profession. It is a chance for all of those road warriors or airport warriors and those with a vested interest in the success of dental practice in general, to get together for camaraderie as well as for education and learning.

It is a chance to annually provide encouragement along with excitement to those who are working their way along the timeline from being a want-to-be dental speaker to becoming a true professional at their craft. It is an opportunity to share stories as well as to share pats on the back too.

It is also an opportunity to be inspired, both by the speakers and their presentations but also by the tales in the hallways and during the breaks, along with the chats over a beverage or a meal at lunch time or also at the end of the day.

In his book, “The War of Art”, Stephen Pressfield writes:

“The professional does not permit himself to become hidebound within one incarnation, however comfortable or successful. Like a transmigrating soul, he shucks his outworn body and dons a new one. He continues his journey.”

Are you a professional?

Are you a true professional?

Or are you an amateur?

Are you committed, or noncommittal, towards your vocation?

A true professional knows, as Pressfield writes:

“The student of the game knows that the levels of revelation that can unfold…are inexhaustible.”

Are you on that quest for improvement?

You know you should be, and you know you owe it to your clients and customers and patients, as well as to your family and to yourself, to do so. To improve, and to seek improvement.

We cannot simply rest upon our laurels.

We need to continually be seeking a better way….

*****

My next public speaking presentation showing Dentists how to grow their Dental practices will be with Jayne Bandy in Manchester, England on Saturday 2nd September 2017.

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 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!!

It’s All In The Extra Detail

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

So, last week I got to spend two days workshopping in the basement of a house in Atlanta.

And you might be asking, what the heck would bring an Australian to Georgia to spend two days locked up in a basement doing anything let alone workshopping?

And what exactly is that?

And in a basement?

Well, the basement did have a full floor to ceiling window that overlooked a woods that adjoined a golf club, so it was a very pleasant outlook.

And I was already in the USA anyway heading to Orlando for a conference, so my travel to Atlanta was a minor detour and the benefit of the workshop was immediate.

On the evening of the first day our host organised a chauffeur driven stretch limousine to drive the four workshop attendees to dinner at one of Atlanta’s best restaurants.

It was a very nice touch from our host, and I know that the workshop was not inexpensive to attend, so there was plenty of wiggle room for him to *share the love* and shout us some dinner.

The meal was superb.

Our workshop host specifically chose the waiter that he wanted to look after our table for the evening, and we were not disappointed by his attention to detail with our food, and our service.

The food was exquisite and the wine pairings to each course were superb.

A very pleasant and memorable evening was had by all.

So, what’s my point and how does it relate to dentistry?

Firstly, although our dental practices are being squeezed by corporates and insurers, we do know that there is considerable profit in owning a dental office because otherwise the corporations would be taking over some other industry.

As practice owners we do have a considerable advantage over the corporates because we have our hearts and our souls invested in our dental business.

What this truly means is that for our customers, they are receiving service from someone who has the commitment to the business, rather than someone who may only be operating from an employee mindset.

The business owning dentist is the one who chooses what materials and sundries are used on his patient. He can make it as fancy or as no-frills as he likes. And this is what happened at my workshop.

The owner of a dental business can decide how much of his profit he needs to remove from the business, and how much of his profit he is able to reinvest in his business in the form of luxuriating gifts for his valued customers.

I know, that with my workshop, if we the attendees had been shipped off back to our hotel on that night, sure we’d have most likely not been bothered.

But for the sake of maybe five to ten percent of our tuition fee, we were treated to a very fine dining *experience*, and it will be the memory of the experience that evening that will last long after the workshop and keep us as attendees more likely to recommend this type of boutique event to others.

And isn’t that what we want to have as patients in our dental office?

We do want customers who are happy to pay for a premium service, and who are grateful for the extras and the attention to extra details.

Remember, author and blogger Jon Acuff said:

“Customers will always remember your generosity; they will never forget your greed”

So make sure that your clients and customers do get to *feel some love* from you. It need not be a limo ride, but think of ways, and gifts, that you can give a little back…

*****

My next public speaking presentation showing Dentists how to grow their Dental practices will be with Jayne Bandy in Manchester, England on Saturday 2nd September 2017.

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 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!!

It’s The Little Things That Make The Big Differences.

By | Business Coach, Customer Service, Dental Coach, Dental Consultant, Dental Practice, Dental Practice Efficiency, World Class Service | No Comments

05267 the ultimate experience logo

I like flying up the pointy end of aeroplanes.

And yes, I know it is the most expensive real estate on the planet, but I like the way that I am treated and looked after when I fly up there.

It really is the little things that make the big differences.

I have friends who say they can’t see the value of paying extra to fly Business Class, or First Class, because, as they say, the back of the plane arrives at the destination at exactly the same time as the front of the plane.

And I see their point.

I’m writing this blog now as I wing my way across the USA from San Francisco to Chicago.

And I know when you read this blog I’ll be in the middle of a few games of golf at the World-Famous Pinehurst Golf Resort in North Carolina.

But this trip has so far just emphasised my belief that, if you can, it’s better to travel at the front of the plane.

I was impressed with my Qantas flight across the Pacific and with the attention I received at all times from my cabin crew, but what really impressed me was the courteous way that the Head Steward made a point of coming around at the end of the journey and thanking each and every customer personally for travelling with Qantas.

Now I’m not sure that he did that for every one of the 400+ passengers on the flight, but I know that he did so to all those who travelled in my business class cabin.

It’s a nice touch.

And it takes very little time and costs nothing to do.

And it only goes to prove that it is indeed the little things that make the big differences.

Because other airlines don’t do this.

Other airlines that I’ve used simply shuffle you off and shuffle you on.

When I arrived at Sydney airport for this trip there were queues as far as the eye could see of people waiting to check in.

But for Qantas passengers with loyalty, there is a “fast lane” to avoid those queues, or at least reduce them.

There’s also an express entrance to Customs and Immigration at Sydney airport when leaving Sydney, for those whose tickets qualify.

And, there was a Priority Line at San Francisco airport when passing through security there for those who qualify.

Not having to wait and wait and wait in line is a big, big bonus, I feel. I don’t know about you, but who likes waiting in line these days? The less wait time the better….

When you fly priority it allows you access to certain lounges at the airports where you can relax and sometimes dine in comfort before embarking on your journey, as opposed to simply having to wait at the gate.

When you fly priority you find that your luggage appears on the carousel earlier when you arrive at your final destination.

So what’s my point?

My point is not to boast.

My point here is to simply say that in any market there will always be a certain percentage of the population who are more than happy to take the “premium” option as opposed to the regular ordinary option.

And that applies in dentistry.

If you can offer your patients a “premium” experience compared to the regular ordinary common garden variety vanilla experience that all of the other dental offices in your area are offering, then there will be a percentage of the population who will seek out your services because they feel that your Dental Practice is going to be where they feel that they would prefer to belong.

And those patients who choose that option will be happy to pay extra for that service.

How do I know?

Because I did it.

I built a high grossing, high fee dental office in a very average part of Sydney, where people lived in average sized homes and earned average wages…..

And I’m just your average dentist…

But, I was able to charge considerably more for my fillings and for my crowns than what my competitors were charging.

Because I provided my customers with an experience…..

A good friend of mine used to say,

“There are no pockets on shrouds and no roof racks on hearses”.

You can’t take it with you when you go.

And there is a significant proportion of the population out there who are more than happy to pay a premium price for better service and attention.

Are those people worth finding?

Is it worthwhile trying to be the dentist for those people?

What you will find is that those people will be the percentage of your dental practice who are less stressful to deal with and are, as Pareto said, part of the twenty percent of your practice who provide eighty percent of your income.

It’s a nice part of the world to do business in….

And all it takes is a tiny little bit of effort on a consistent and regular basis.

Are you up to it?

*****

My next public speaking presentation showing Dentists how to grow their Dental practices will be with Jayne Bandy in Manchester, England on Saturday 2nd September 2017.

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 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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