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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

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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]

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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]

 

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Service Is Not An Option

By | 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

In the movie Apollo 13, Flight Director Gene Kranz, the character played by Ed Harris, says:

“Failure is not an option”.

It’s probably the line of the film, and to me it’s also one of the lines of the century.

Here’s the scene:

Mission control in Houston, is confronted with an air problem in the Apollo 13 spacecraft somewhere up there between the Earth and the Moon, and urgently has to come up with a solution to help the astronauts not only solve their problem, but also help them return safely to Earth.

For those on the ground in Houston, trying to work out how to help their astronauts, they were threatened with the command that to fail was to lose.

To fail was to concede defeat.

And America was not going to concede defeat here.

In Dentistry, in delivering Customer Service, there is no option to fail.

Customer Service, great customer service, needs to be a non-negotiable item, as part of your office protocols.

Providing zero service or weak service is a dis-service to your customers, to your co-workers and to your business and its owners.

Any display of arrogance, apathy, or arrogant apathy amongst employees is now unacceptable behaviour, and is not welcome in the successful Dental Office of 2018 and beyond.

Recently Australian retail giant Myer addressed a similar problem in their retail department stores.

In a leaked letter to staff, Myer stores general manger Tony Sutton said:

“An ‘I don’t work for Myer’ attitude, where brand partner team members refuse to assist customers in Myer stores is unacceptable. [Brand partners are people who work in Myer stores but are officially employees of other companies, such as Marcs, Cue, Dyson, Nespresso, Industrie or Royal Doulton.] We expect Myer and brand partner team members to work in partnership in store, operating as one team”, the memo said..  

Similarly, in a dental office, the line that you never want to hear is:

“That’s not my role here…”

When there is a concern or a problem in a dental office, it is the duty of ALL employees to see if they can help to solve and rectify the problem as quickly as possible.

You cannot put your head in the sand and hope the problem fixes itself.

My hairdresser used to have a problem in his salon when a customer would enter the shop, and a hairdresser would look up from the head they were cutting, look at the customer, then turn back and continue cutting, without even acknowledging the entering customer.

When he asked his cutters why they acted in this manner the answer was:

“Wasn’t my next customer.”

This was a system FAIL in his salon, and as we said, failure is not an option.

After brainstorming, his team came up with the logical response that it would be better for the first person who saw the entering customer to excuse themselves from their immediate client and walk over to the counter and greet and engage with the entering customer.

In your dental office do you have “system fail” moments?

Are there times where staff walk past patients and clients, and other staff, and fail to acknowledge them?

Are there times where staff are “too busy” doing something that a client is left feeling annoyed?

These are system failures, and failure is not an option.

Take a good look at the things that go on in your dental office from the customers’ points of view, and see whether you are inadvertently missing some serious system failures?

Remember, the provision of World Class Customer Service in your Dental Office is a continual work in progress.

There can be no easing up.

*****

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!!

Do You Know The Best Way To Recover From A Service Failure In Your Business?

By | Uncategorized | No Comments

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A friend of mine likes to fly up the pointy end of the plane.

And yes, he knows that it is the most expensive real estate on the planet up there.

He knows that when he flies up front that he is subsidising the cheaper fares of those who travel at the rear of the plane in the narrow seats, and he’s happy with the benevolence he displays so that those at the back do not have to pay more.

And he is also aware that the front of the plane and the back of the plane reach their destination airport at about the same time, give or take a few seconds.

And I say if he chooses to travel in that sorbet of luxury, well, good luck to him.

After all, you can’t take it with you.

Now you’d expect that as a platinum frequent flyer as well that my friend might receive some thanks for his loyalty?

After all, the cabin crew would have his profile, wouldn’t they?

Here’s what happened:

On a recent interstate trip, my friend was carrying a suit in a suit bag. He was also wearing a blazer.

On boarding the aircraft, my friend handed his suit bag to the flight attendant in his cabin, and also had his jacket taken and hung for him.

On both the forward and returning journeys.

On both occasions, my friend’s jacket was returned to him before descent, as is usual and customary.

On the outbound flight, my friend was handed his suit bag as he disembarked from the plane.

However, while waiting at the carousel for the rest of his luggage, my friend was approached by another traveler and was asked to “exchange” suit bags as the flight crew had given each of them the other’s suit bag.

An honest mistake, you would say?

And no harm done…

But what would have happened had this exchange not taken place at the airport?

The end result was a good one, but the engineering of that result by the airline left a significant question in my friend’s mind as to whether the process was maybe a little haphazard?

On the return leg, my friend disembarked the plane and picked up his luggage from the carousel before he realised that the flight crew had not given him his suit bag.

And so on this occasion, my friend had to go back inside the airport and inside through security to see if he could collect his suit.

My friend ended up actually on board his previous plane as it was boarding for its next journey, trying to locate his suit bag… the head steward told my friend that they had given his suit bag to crew at the gate of the boarding lounge, and that if the suit bag was not with them then it would be downstairs at the baggage counter…my friend was getting very frustrated…. Searching for the missing suit bag while his wife and his luggage were already waiting out front with a taxi.

Why on earth had the flight attendant not had the suit bag ready for my friend as he was disembarking?

My friend believed, and rightly so, that for the price that he paid for his pointy end business class ticket that he had purchased not simply a better seat on the plane but he had purchased a better form of attention.

My friend felt that his ticket price demanded a better form of experience.

And he did not receive that experience.

When my friend located his suit bag with the ground staff, they told him that they could have located him, if only he had had his name on the suit bag.

And that it was my friend’s fault for not having a labeled suit bag.

My friend explained to the ground staff that in his haste to de-plane, and to gather his own onboard luggage from above seats behind him, that he had forgotten to ask for the suit bag.

My friend asked what he should have done, because the safety gear was housed above his seat, which meant that my friend had to be conscious of time when gathering his onboard luggage.

What does this all mean?

My friend felt that the airline, Qantas, in these two instances, had failed him.

For the price that my friend paid for a front of plane experience, he was not delivered a front of plane experience.

At no time did anyone from Qantas offer an apology to my friend for either of the two slip-ups that they had allowed to happen.

In the first instance, my friend saw nobody at all from the airline, just the fellow traveller.

In the second instance, neither the stewardess at the gate, nor the steward on the plane, nor the ground staff had offered any form of apology to my friend for inconveniencing him.

Now my friend understands that this is indeed a “first world problem”.

And maybe he was being a little bit precious….

But, and it’s a big but, if Qantas is going to be offering a high ticket option then they need to make sure that they give a high ticket service and have in place a world class service recovery process.

Both of these instances could well have ended up with my friend and his suit being separated permanently.

And that outcome is unacceptable for a ticket price that is somewhere around five times the ticket price for a seat in the back of the plane.

Mary Kay Ash said that most people are walking around with an invisible sign around their necks that reads:

MAKE ME FEEL IMPORTANT!

make-me-feel-importantAt no time did my friend ever feel that Qantas was doing this for the price that he paid them to travel in the more important seats.

If customers don’t feel that they are valued, then they will go elsewhere with their business.

The number one reason that customers leave a business is apathy, or perceived apathy from employees in that business towards those valued customers.

Maybe my friend does need to travel lighter on his flights when it comes to carry-on baggage?

But for the price that Qantas charge to sit in the front of their planes, they need to make the experience memorable, for the service and the service recovery, and not for the service failures.

How are your systems in your business?

Do you have a service recovery protocol that makes the process of recovering from all of your service defects even better than if the defects had never happened in the first place?

*****

My next public speaking presentation showing Dentists how to grow their Dental practices will be in Melbourne Australia on Saturday 1 April 2017 with Jayne Bandy and Wolfgang Hofbauer.

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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