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Dental Practice Efficiency

At Your Service. Is Everyone On Your Team Singing From The Same Hymn Book?

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

A lot of dental offices out there say that they are providing great customer service.

But who says so?

Is it simply the owners saying so?

What are the parameters being used to back up these claims?

A lot of businesses out there say that their customer service is world class because they have a philosophy of providing great service.

But philosophy means not much if the team ain’t doing what the boss wants them to do.

As Laurie Guest says:

“It doesn’t matter how good the baker is if the cashier spits on your cake.” 

Everybody in the team needs to singing from the same hymn book.

So many times I see a dental office where the owners are saying one thing and the team are doing another thing, that is at odds to what the owner is saying.

I see the doc being great down the back, and yet the people up the front are pushing their weight around on the phone, and with the patients checking in and checking out.

Have you seen this sort of behaviour?

If that’s the case then the team members who are out of line need to change their behaviours to fit in with the company philosophies and visions.

Or the team needs to change the team members.

If they won’t change then write a letter to them introducing them to the local careers adviser at the nearest employment office.

There is no reason to retain rats on a ship that is sailing.

The rats serve no purpose.

Recently I received the following message from a friend of mine in the USA about her recent dental office experience:

Been thinking of you lately, in regards to my very own dentist, his front desk personnel and their customer service.  Today again I had to call there and allow the front desk girl to make me feel bad when I address my concerns or confusion on the plan of action towards my boys’ dental plan. Their client- doctor communication lacks as well. And the front desk doesn’t pick up the ball. Thought I’d share 🙂 Wish your practice was closer. Hope you’re well…..”

Frankly, if a client is confused there’s no reason to make them feel bad.

shutterstock_299540921This is not a desired outcome for any business to client communication.

If confusion is created for the client at any point in their dental office experience, then it is the role of those out the front to resolve that confusion for the client.

And not to make them feel bad about being confused.

I’ll bet the dentist doesn’t even know that this sort of thing is going on out the front of his dental office.

Because nobody would give the front office person any authority to create this sort of feeling in their clients.

A disgruntled client that does not feel valued will tell at least eleven of their friends and family about how poorly they have been treated.

Is this a good outcome for the dental office?

I don’t think so.

Do you conduct exit interviews of patients leaving your dental office?

Or do you simply assume that everything is OK?

It might be worth looking at your deliverables….

I would.

Before it’s too late.

If your office doesn’t want to make each and every patient feel important and valued well that’s fine.

There’s another dentist a few doors down the street just waiting to be of service to your unhappy patients…..

*****

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.

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!!

 

Why Aren’t You Running An Ethical Business?

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

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Down here in Australia our country has just launched a Royal Commission into Misconduct in the Banking, Superannuation and Financial Services Industry.

The Terms of Reference for the Commission make for very interesting reading.

Of particular importance are these terms:

“The Commission require and authorize you to inquire into the following matters:

(a) whether any conduct by financial services entities [including directors…employees…] might have amounted to misconduct and, if so, whether the question of criminal…proceedings should be referred to the relevant…agency…

(b) whether any conduct, practices, behaviour or business activities by financial services entities fall below community standards and expectations;

(c) whether the use by financial service entities of superannuation members’ retirement savings…. does not meet community standards and expectations and is otherwise not in the best interests of those members;

And so it goes on….

One of the admissions that came to light today was from the AMP society who admitted to keeping customers in high paying products when there existed less expensive products with better features and performances and benefits within the AMP umbrella of products.

And the AMP considered for a period of time that this was an acceptable thing to do.

My point is, that this behaviour from AMP was exactly the same behaviour that I was copping from Telstra with my phone and internet services, and that the people that I spoke to at Telstra considered this way [their way] of doing business to be totally acceptable.

As you know, the Telstra people I spoke to said it was not Telstra’s responsibility to make its customers aware of better plans that they were offering. Telstra said categorically that it was totally the customer’s responsibility to research and keep up to date on the plans being offered.

Despite the fact that in the past Telstra used to cold call its customers offering them these better plans.

Me?

What did I think?

I complained fiercely that their approach should have been far more transparent, and that when they developed a better product that they should have actively offered that product to their clients, rather than simply just letting their clients “discover” that a better, less expensive plan did in fact now exist!!

My point is that as of this Royal Commission, this failure to disclose is considered to be not OK in the banking and finance industry, then it certainly shouldn’t be OK in the telecommunications industry.

So what does this have to do with dentistry?

Well not too much actually.

You would hope, as I would hope, that the industry of dentistry is exempt and devoid of charlatans and thieves.

And to the greater part it is.

And this is simply because the face to face nature of doing business in dentistry is certainly a deterrent to the silent act of “clipping” that allows Telstra and AMP to skim from their clients.

Why not in dentistry?

Sure, there is price elasticity and price flexibility in dentistry.

But because dentistry is a SERVICE industry and not a business of providing a commodity then fees being charged are open to market forces and customer expectations.

This is why there exists a difference in price between a $200.00 per head lunch at Quay restaurant and a $5.95 Happy Meal lunch at McDonalds.

One would consider the price of lunch at Quay to be grossly over the top yet people are happy to dine there and keep dining there.

Yet in twenty four hours after dining at either restaurant the food is nothing but a distant memory.

Why is a Ferrari a $500M car and yet a Mazda can be picked up for under $20K?

Both will get you around town from A to B in a pretty much the same amount of time, but being seen in one will certainly turn a few more heads than being seen in the other….

What’s my point?

My point is that so long as you are ethical and that you believe that the fee that you charge is indeed reflective of the fine product you deliver and the exceptional service that you provide then you should indeed be being appropriately remunerated by your customer for those levels of quality.

In the cases of AMP, and of Telstra, they continued to charge higher fees for inferior products when within their own stables better products existed.

What they did was clearly fraudulent and was totally unethical.

What we need to remember as dentists is that offering the best treatment firstly is always in the best interest of the patient.

We need to diagnose everything as if dentistry is free, or as if the patient is a multi.

And then let the patient choose whether or not they want best.

Or whether or not they want to ask you for second best.

And sometimes second best is not what we do.

For me, I chose not to offer second best if it was clearly inferior.

What was the point if it was not going to last as long and was going to put the patient in a state of compromised health from that point onwards?

You can’t dine at Quay restaurant and order a $5.95 Happy Meal….

It’s not on the menu…

I’m sure they could whip up a burger.

But a $5.95 burger is not reflective of the BEST that they so well do…

*****

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!!

 

Are You Really Training Your Team In The Finer Skills Of Customer Service?

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
An article came across my desk today that reminded me and reinforced to me the whole notion that a business’s success relies a great deal on the customer service skills of its employees.

In particular, it is the investment in training the employees that really drives home the returns of providing great customer service.

Sure, you can employ people who are inherently “nice”, but if you really want to hit home run after home run after home run then your business needs to be training and training and training your team members to do those right things at the right time each and every time without fail and without question.

Is this too difficult to ask?

Well apparently it is because if it was easy then every employee in every business would always be “following the script” and saying what needs to be said and doing what needs to be done in each and every interaction with the customers of those businesses.

But we know that this doesn’t happen each and every time.

In a report published in the USA in 2016, fast food giant Chick-Fil-A saw that the employees in their drive through facilities at their restaurants were the most likely to say “please” and “thank you” and to smile at their customers, compared to those at fourteen other chains.

Yes, really.

In fact, this occurred 95.2% of the time at Chick-Fil-A compared to 78.4% of the time at McDonald’s restaurants, putting the Golden Arches at position fourteen out of fifteen chains reviewed.

“It’s all about speed and accuracy, but we know our customers appreciate that we can be nice while being fast and accurate,” Mark Moraitakis, senior director of hospitality and service design at Chick-Fil-A, said. He added, “Eye contact and smiling go a long way in the drive-thru experience.”

Chick-Fil-A say they invest more into Customer Service training for its employees than other companies do.

And I should know… in 2016 I had the honour of being a guest at their headquarters in Atlanta and seeing their training facilities first hand.

And the results speak for themselves….in 2015 the average Chick-Fil-A restaurant generated nearly USD$4M per restaurant, working on a six-day week!! [Chick-Fil-A restaurants are closed on Sundays].

Meanwhile in 2015 the average KFC store sold USD$1M….

What does this mean for Dentistry?

Firstly, you need to ask yourself whether you are investing sufficient time and capital in training your team members to be World Class in the Customer Service they deliver to your patients.

Are you coaching your team on a regular basis to hone and perfect their Customer Service interactions?

Secondly, here’s what else I gleaned from the visit…. each Chick-fil-A franchisee is only allowed to open one Chick-fil-A restaurant location.

What this means is improved training and more hands-on supervision of staff and their Customer Service interactions.

This fact should be a game breaker for single operator privately owned Dental Offices.

It will be the major reason why your customers will choose your office as opposed to choosing one of the chains or one of the Corporates for their dentistry.

Remember that 20-25% of all consumers out there are happy to pay a fair price for a good or a service if they feel that their service is exceptional value.

And the value comes from the service you provide.

And it is the little things your team does that make the big differences.

It is the “pleases” and the “thank-yous” to start with.

And then it’s a few things more…

*****

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!!

Are You A Blocker?

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’s your business plan?

Do you actually have one for your business?

Most people do not.

Most small business owners have very poor plans.

Or non-existent plans….

What is your business plan?

When it comes to the planning of your business, do you say:

“What if?”

Or do you say:

“Here are the reasons why not to….”

I spent today in a committee meeting. What was fascinating was the number of roadblocks that kept being put up during the meeting.

Roadblocks as to why something was taking so long.

And roadblocks as to what obstacles were getting in the way of progress, and ultimately, of completion.

These roadblocks were not unique to this committee.

These metaphorical roadblocks are synonymous with the repeated failures I see out there of businesses that impose these sorts of roadblocks upon themselves.

What are some of the other roadblocks that businesses impose upon themselves?

“My business is different.”

“My area is different.”

“My customers are different.”

“My staff would never do that.”

The principles of business are the same.

They are:

  • Find a need in the marketplace.
  • Solve need.
  • Be remunerated for solving that need.

All businesses that do this proliferate.

Irrespective of area, demographics, and products and services.

And if your staff refuse to do what they need to do, then find other staff.

There are no problems. Only solutions.

Stop dwelling on the problem. There are solutions for every problem.

Look for the solutions. 

In the rescue mission to return Apollo 13 safely to Earth there is one famous line that rings true:

“Failure is NOT an option.”

Not moving forwards is failure.

Coming up with excuses is failure.

Stop putting up roadblocks and start doing things.

Start doing the things that you need to be doing….

*****

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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