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The Five MUST-DO Things To Always Be Doing When Greeting The Dental Patient Arriving At Your Front Office

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

There are several non-negotiable things that your front office staff must always be doing to make your dental office stand out as the PREMIER dental office in your local area.

In fact, if your office does these things consistently and routinely, your dental office will become sought after by people from outside of your local area and they will beat a path to your door.

1. Be Prepared

It’s the good old boy scout motto…. yet nobody acts upon it.“DYB DYB DYB DOB DOB DOB”

Do your best. Do our best.

We have an agenda for the day.

We know who is coming in to see us and at what time.

But we ignore it.

It’s like having someone coming over to your place for dinner and you’re out washing the car or making up a cubby house and swing set for your children.

If you know people are coming, have the place ready, be ready for them at their expected arrival time.

After all, it’s plain common courtesy.

2. Beat the Greet

If we know who is arriving and when, and we already know most of them because we’ve seen them before, then our aim should always be to greet that person by name before they greet us, or before they have to introduce themselves to us.Dale Carnegie said:

“a man’s name is to him the sweetest and most important sound in the language”

shutterstock_333130988So why not lead from the front foot by greeting your customer with the recognition they deserve.

It’s such a point of difference because everywhere else that they go there is a failure to recognise.

Make their day by knowing who they are and recognising them.

3. Be Interested

At my practice we used to let our arriving patients know:“Won’t be too long. Just take a seat.”

With monotonous regularity.

Until I was at the hairdresser and I heard him greet an arriving customer with the EXACT SAME PHRASE.

And so I knew we had to do better.

And so we changed, and we ENGAGED our arriving customers immediately:

“Hi Gary, great to see you. Thanks for coming in early. I’ll just run down and let Dr Moffet know you’re here. How’s your day been going?”

By ending this greeting with a question about THEM we immediately create rapport and respect with our arriving patient.

People enjoy doing business with people who like them.

We must make efforts to create and build instant rapport.

4. “Make Yourself Comfortable.”

Instead of telling the arriving patient to “take a seat”, motion towards one of your comfortable chairs and use the words:

“Make Yourself Comfortable.”

It’s so much more friendly and pleasant.

And nobody else is saying this to their arriving patients.

5. Suggest a Refreshment.

There is a right way and a wrong way to offer a beverage.The wrong way is to ask our guest if they would like a drink.

Most people don’t want to put you to too much bother, and will say “No” even though you have made the offer.

However, if you were to say:

“Gary, I was just about to make myself a coffee. Can I get you one as well?”

You will find that your patients will indeed accept your invitation more often.

Of course, then, the trick is to JOIN your patient and sit with them in the client lounge with your coffees, until they are needed in the treatment room.

This helps to relax the patient by engaging with them and being interested in them.

If you implement these five key points of difference as Standard Operating Procedures in your dental office you will go a long long way towards creating a significant point of difference for your dental practice.

And that’s a WIN-WIN for you and for your customers.

*****

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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Are You Measuring? If Not, Then Why Not?

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

“You can’t improve what you don’t measure”  – Peter Drucker.

When I talk to business owners about their businesses I’m surprised at how few owners are measuring the things that matter.

Most business owners don’t measure much at all.

A lot of business owners don’t measure anything.

There are some Key Performance Indicators [KPIs] that all business owners should be measuring on a daily basis.

And as Drucker said, if you don’t measure things how on earth can you improve them.

I see dental practices that don’t measure their productions and collections on a daily basis.

Or a weekly basis.

And they wouldn’t know whether May 2018 was a better or worse month for collections and production than May 2017 was?

Or than April 2018 was?

They simply blunder from one day to the next….

I see dental offices who don’t know how many new patients they see on a monthly basis.

And they don’t record whether each of those new patients has been referred or whether they’ve come as a result of specific marketing campaigns and media.

They don’t have any idea how many of their new patients for the month are seeking treatment because something is broken or painful, or whether they are seeking an examination, that may or may not be overdue.

I see dental practices that don’t know how many crowns they seat on an annual basis. 

They don’t know how many hygiene visits are being performed on a quarterly basis, and they don’t know how many hygiene patients are on quarterly visits or on six-monthly visits.

These dentists have no idea how many patients are scheduling appointments when they phone their offices, and what that percentage is.

They do not know what percentage of new patient first appointments scheduled are kept, and they have no idea how many of those new patients that do come for their first appointment return for a second appointment or ALL subsequent appointments.

And when you ask these dentists about their practices, they simply say:

“I just need more new patients”.

The trouble is, you can’t keep adding more water into a small rusty bucket that leaks like a sieve….

*****

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!!

How’s Your Behaviour? Are You Invested In Your Customer?

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

I can’t understand how people who work serving people can sometimes do so without emotionally connecting with their customers.

Have you ever seen this happen?

Have you ever witnessed a person working in a business who really looks like they DO NOT want to be there?

They make no attempt to make eye contact.

There is no facial recognition of the customer.

And they ask no questions of engagement, except to say,

“Would you like a bag?”

It’s downright pathetic.

Most of the time these people are employees of the business.

And they’re simply going through the motions.

They are not attempting to make any connection at all with the customer.

All they want to do is complete their interaction in as short a time as possible.

The employee simply wants to clear the line.

All the employee is hoping for is no more customers.

And closing time.

And yet, as Mary Kay Ash so eloquently put it, everybody out there is walking around with an invisible sign around their neck that reads:

“Make Me Feel Important.”

It is that simple.

As an employee, as a business owner, all you need to do is make sure that you make every person that you come in contact with feel better for meeting you.

Every person.

Every time.

When there is no interaction happening, or worse still, when there is negative emotion conveyed towards the customer so that the customer feels ignored, or belittled, or humiliated, this can only result in a strain upon the customer-to-business relationship.

And that strain applied will result in a tension that can end the relationship, or has the potential to close off the relationship.

And this damage is often irreparable.

I’ve seen loyal customers stop doing business with retailers because of a failure to engage from employees at that business.

Or the customers stop doing business  there because of a perceived lack of respect for the customer’s feelings shown by the employee.

Every action and every interaction in a business between employees and each other and between employees and customers must be purposefully engaging and uplifting for all concerned.

As an employee or as a business owner there is no better way to behave.

*****

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!!

How Is Your Dental Business Plan Looking?

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

The best thing about owning a dental practice is that you are indeed the owner of a business.

It’s great to think that as a business owner you then can be rewarded MORE for providing a great service and a great experience to your patients than you would be if you were simply an employee in someone else’s business.

As a business owner you are the person who is able to control the experience that your customers receive.

It is in your hands.

You determine how your dental office markets its services and where it markets its services.

You determine the skill level of your team members and how they learn and acquire their skills, and you monitor their use and expression of those skills so that their actions and their voices truly reflect you as the owner of the dental office.

As the owner of the dental office you have the ability to determine all of the systems and protocols that your office needs to follow to be a successful expression of the services and experiences that you wish to provide to your marketplace. 

As an employee you do not have the same ability to influence.

As a business owner you have the ability to control your business’s influence in the marketplace.

As a business owner you have the ability to resist outside influences on your business by the way that you structure your business.

If you are not in control of your business, then you are doing things incorrectly and you may need to reassess your plan.

You do have a plan?

All businesses should have a plan.

Without a plan you are simply a cork floating in a stream, being dragged by the current.

Your plan is your rudder and your oars.

Your plan determines how your business manages during good times and not so good times.

When I was a dentist working in my own practice I met dentists with no plan.

I couldn’t see the point of not being rewarded for all of the time and money that it takes to become a dentist and to purchase or set up a dental office.

You owe it to yourself and your family to maximize your return from all of the efforts that you have invested into your dental journey so far.

As a dental coach I still meet dentists with no clear plan.

And I meet dentists with the wrong plan.

Where is your dental business taking you?

Are you in control of your local market?

Only five percent of dentists can afford to retire when they reach retirement age, and the great thing is, that how they did this, is not a secret.

You do have the ability to change your dental destiny.

How is your dental business plan looking?

*****

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!!

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