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The Four Things We Must Achieve When Providing World Class Customer Service In Our Dental Practices.

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

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In the process of providing World Class Customer Service in our Dental Practice, our goal should always be to achieve as many of these following four outcomes as possible for our patients.

If we fail to achieve one or more of these outcomes, then we create an opportunity for our patient to feel underwhelmed with our lack of attention towards them. 

And that is a negative result for our dental practice.

New patients are expensive to acquire and are also expensive when we fail to keep them after attracting them.

You see, the lost patient has cost the practice money in advertising to attract them, as well as lost time in processing their making of the appointment along with their keeping of the appointment. On top of this, there is also the lost effort spent getting familiar with the new patient, getting to know them, as well as making them feel relaxed and at ease with our dental office.

Make the client feel welcome.

A new patient is a first time visitor to our dental office.

The feeling that we are trying to impart upon the new patient is the feeling of “home”.

“Welcome”

We want the patient to feel as if they have been welcomed into the home of their best friend.

Mi Casa Su Casa.

My House Is Your House.

The patient should be made to feel as if we have been waiting all day just for them, and that we have SO been looking forward to their visit.

The new patient should never be made to feel as if they are an intrusion.

Make the client feel comfortable.

The offering of creature comforts that allow the new patient to feel “at home” is so important.

We don’t want the patient to feel as if they are waiting on “Death Row”.

Do we have the ability to offer the new patient a beverage? 

Can we offer them a pillow, or a blanket?

Or a book or a magazine?

Or are we able to simply sit down beside them and have a good old chat with them and take their mind off their upcoming dental treatment?

Make the client feel important.

Our goal should be to make the client feel as if we have been waiting on their visit all day, and that we have been so looking forward to meeting them.

Our aim is to make the new patient feel as if they are the only person that we have wanted to see all day.

Our aim is to have the new patient feel that they are the only patient at our dental office during their visit, and that we have all the time in the world to spend with them, and they have our undivided attention. 

Make the client feel understood.

All that anybody really wants is for someone to listen to them and to understand their situation.

And it may not be all about their dental situation.

They may simply want somebody to understand how they are feeling.

And that could be how they are feeling about events not related to their visit.

“How’s your week been?”

“Have you been well?”

How’s your daughter getting on?”

It is said that small children spell the word “LOVE” as T.I.M.E..

And amazingly, adults will spell it exactly the same way.

Take the time to understand each of your patients.

You’ll certainly be rewarded for “spending the time” to do so.

People do business with people they like.

If you and your team make the effort to implement the necessary systems that enable your office to consistently exceed the client’s expectations and make them feel welcome, comfortable, important, and understood, you will keep more new patients.

Your success will be guaranteed.

*****

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 Counting Or Guessing Your Dental Practice Numbers?

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

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I have a dentist client who is right on top of her numbers.

She knows them all.

On a daily basis.

She has her finger on the pulse…

On the pulse of her business.

shutterstock_192696308Each day she knows how her business is going compared to last year at that same date…on a Year-To-Date basis, as well as on a comparison on a day-by-day basis monthly, compared to the same month last year as well as to the previous month just gone.

She knows exactly how things are going and where things are at in her business.

She’s on top of her New Patient numbers and her Google Review numbers on the exact same comparisons….

Does this sound like you?

I’m betting it doesn’t.

Not many dentists are abreast of their numbers.

“The numbers are what they are”

“I think we had a good month”

I think we’re doing about what we did at this point last year”

For a lot of dentists, their practices are built on hope.

And hope is not a good business strategy.

You cannot hope for better numbers.

You need to WORK for better numbers.

If you do not know EXACTLY what your numbers are EXACTLY, then how can you ever be able to improve on your position?

It’s like travel…. how can you ever work out your best route of travel if you do not know exactly where you are starting from?

But so many dentists just WISH for things to get better.

I know another dentist who has achieved a very lofty monthly production goal twice in the past five months, and has been very proud of the fact.

But for the other three months, the practice productions have been, let’s say, “inconsistent”.

And I’m more interested in the different reasons that underlie this inconsistency, and fixing those reasons, so that the practice performs with consistent predictable regularity.

Because, while it’s alright to be celebrating your wins, what’s not alright is to be scratching around trying to make ends meet on other occasions.

I’ve lived in both unpredictable and predictable times, and having a consistent, predictable business is much less stressful during those unpredictable times.

You CAN have a predictable business with a predictable income.

The choice is very simple.

And easy to achieve.

And heck, if I can do it, then you surely can do it too….

*****

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 Respecting Your Patient’s Time?

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

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I was on a call today with a coaching client. It was interesting because the client had asked me whether I could begin the call fifteen minutes earlier than scheduled because the patient that was due for their appointment at the time we were scheduled to end the call was a patient who invariably ALWAYS arrived earlier than her appointment time.

And my client, the dentist, always liked to see this lady earlier than her allotted time if that was ever possible.

And that is a good frame of mind to work in.

And I congratulated him for doing so….

Because you see, if you want your patients to arrive early for their appointments, you need to run to schedule or ahead of schedule.

Because the converse is also true.

Recently I worked with a dental office where the dentist was always running behind schedule.

ALWAYS.

All day….

And guess what?

His patients were so used to him keeping them waiting that most of the patients I saw there never arrived early for their appointments.

And sometimes even arrived late.

Because, as they said, the dentist was never on time and never kept to time….

It’s about mutual respect.

If you want your customers to respect your time you need to respect their time.

shutterstock_151591187A good friend of mine says his father always said:

“If you’re not fifteen minutes early, you’re late”

And to me that makes a heck of a lot of sense.

If you want someone to respect your time you need to begin by respecting them and their time.

You do need to lead by example.

We have a local medico GP where I live who runs so late with his patients and their appointments that the office advises them to phone ahead and check to see “how late” he’s running, and whether they are able to delay their arrival at his rooms.

That’s not a good look….

And that’s not a great way to provide a world class experience for your paying customers.

Don’t run late.

Don’t be known for running late.

Because if you do, you’re immediately coming from a position of “negative” in the relationship you’re trying to establish with your clients.

Why begin by putting yourself on the back foot?

Better to be early….

*****

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!!

As A Business Owner Are You Proactive Or Reactive?

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

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A lot of businesses out there are operating on a re-active basis rather than operating on a pro-active basis.

Proactive is better.

When your business is operating reactively, it is not in control of its own destiny.

A reactive business gets beaten about and blown about by all forces of the economic environment that it comes in contact with.

A reactive business spends way too much time trying to respond to these extraneous economic forces.

A reactive business is like a rudderless and oarless dinghy being blown about on the ocean. As such, it is totally at the mercy of the elements. 

It has very little recourse.

A proactive business takes a different tack.

A proactive business anticipates the market and the economic forces that are about, and makes adjustments to its position so that these economic forces do not hurt or harm the business.

More times than not, a proactive business takes a path that ensures that it avoids these harmful market forces all together.

A proactive business is ahead of the curve.

It has chosen its market.

It has chosen its position.

It has a clear marketing strategy.

The swings and undulations of a volatile market and environment do not affect the position of a proactive business.

While the reactive business is weathering the economic storm, the proactive business has secured its position outside of the effects of the storm.

Proactive businesses dictate to the market.

Reactive businesses are dictated to by the market.

The proactive business will always survive and thrive.

The reactive business may not be so fortunate.

Its your choice.

Where will you position your business?

Where you position your business is entirely up to you.

Being proactive is a conscious choice.

You do have the ability to choose.

Don’t be a victim.

Make the decision.

Choose.

*****

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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