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One Big Lesson We Can Learn From This Weekend’s Royal Wedding

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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Bishop Michael Curry’s speech?

WAY. TOO. LONG.

There you go…. I’ve mentioned the elephant in the room.

The Most Reverend Michael Curry spoke for way too long and lost connection with members of his audience.

With members of his live audience and also with members of his television audience.

The fact that we had images of members of the Royal family, laughing, sniggering, dropping jaws and sideways glancing indicated to me that Bishop Curry had disconnected with his audience.

Perhaps he had even failed to connect with members of his audience in the first place.

How can we learn from this and apply it to dentistry?

If we are to ensure that our message is indeed impactful we need to make sure that it is “to the point” and direct and is not smothered in excess conversation.

Could Michael Curry have delivered the same message with more impact in five minutes instead of the fourteen that he did take?

You bet he could have.

In dentistry we are often guilty of getting on to our own agenda instead of staying with the agenda of the patient.

I’ve seen dentists waffle on and on with sermons full of technical terms and patients’ minds start wandering and disconnecting.

The patients cannot see the relevance of some of the talk and they switch off.

Their minds wander.

And although the dentist means well, his message is not acted upon.

Even Michael Curry recognised a point in his sermon where he needed to get back to what we were all there for….and that was to see Harry and Meghan tie the knot, but yet he digressed again…..

So next time you’re talking treatment with your patient, ask yourself whether you’re talking about their reasons for treatment, or whether, as one dental assistant once told me about her dentist, you’re teaching the patient a degree on dentistry?

*****

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!!

Your Business Needs To Have A Purpose.

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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Your dental business needs to have a purpose.

So many times I see dentists running businesses where the only purpose of the dental business is to stay in business for the next day only.

With no longer term plan.

And that’s not a very good plan.

Going to work tomorrow because it’s what you did yesterday and what you did the day before that and also the day before that, is not a very intelligent way to live out an existence.

The purpose of being in business is to generate an income that pays you so well that you could easily afford not to ever be in business ever again….. moving forward.

James Malinchak said it perfectly:

“Always remember – you are NOT in business to run a business! You are in business as an entrepreneur to create FREEDOM for yourself!”

Is your dental business creating freedom for you the owner?

Or is your dental business running you?

Is your dental business generating sufficient income to allow you to spend some now, on yourself, while you are able to enjoy it, as well as allow you to start squirrelling some of your income away so that you will be able to walk away some day and be comfortable with the things you have achieved and accomplished.

If you are not able to do both those things with the income generated from your business, then you are always going to be a prisoner of your own situation.

And what is the point of all that?

I mean really.

You may as well just have a job.

And work for someone else.

Sometimes I see dental practices with multiple chairs and multiple associate dentists and multiple dental assistants.

But the practice owner is the only dentist producing, and the associate dentists are there being baby sat, because they flat out are producing no revenue and no profit.

Is that your practice?

Are you surrounding yourself with cardboard cut-out associates?

Many years ago I employed a dentist for a year to mentor her.

Every Friday, for one hour, we would review her week and look at her treatments and cases.

At the end of the year, I figured out that if I’d have spent that hour drilling teeth instead of mentoring this dentist, I’d have generated more income for the practice than the revenue the practice gained from her being employed.

I literally was paying her to waste my time.

Remember as James Malinchak said:

“Always remember – you are NOT in business to run a business! You are in business as an entrepreneur to create FREEDOM for yourself!”

You’ve studied too hard, and spent too much time and money becoming a dentist, and becoming the owner of a dental practice, to be wasting that investment and failing to treat your business as a business.

Make up your mind.

Are you in business to create Freedom for yourself?

Omer Reed told me that ninety five percent of US dentists reaching age sixty-five have to keep working and cannot retire because they aren’t able to pay themselves in retirement the same as what they earn as a dentist….

And *THAT* is really sad.

Don’t be one of the ninety five percent….

*****

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!!

 

Customer Service Faults And Delays. Who Is To Blame?

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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Often when there is a defect in the delivery of service, be it World Class or not, there can be a breakdown in processes that leads to the customer having a less than expected experience.

Who is to blame in these situations?

When things do not go to plan, is the customer always right?

Sometimes what we see on the surface is often an illusion or a ghost that smothers or overshadows the true events….

Example 1.

It’s often easy to look at situations where the customer is kept waiting as part of their experience and place the blame immediately on the business with them being at fault.

But there could be several reasons for the lack of service.

Is there insufficient staff working?

The customer could be being kept waiting because insufficient numbers of staff were allocated to work this shift, or the delays could be because a significant number of staff called in sick this day and the business was left shorthanded through no real fault of its own?

Is there insufficient trained staff working?

Are the staff who are working educated and trained in the appropriate skills to work out what needs to be done and when it needs to be done, in advance, rather than in a reactionary manner?

The ability of good staff to be pre-emptive of certain situations that could occur and be also placed in a position of authority to respond confidently in those situations without having to seek approval from above is paramount.

Do we know the personal situations of all involved in the business?

There could be some personal tragedy within the business that has caused someone to be absent, or someone to be working at a level below their best…. Who is to really know?

I remember years ago working one Monday morning and running late because a toothache patient that I had added into my schedule had turned into a full-blown surgical extraction project that then started to take more time than had been allocated.

As a result of this surgical procedure, I had begun to run behind in my schedule.

As I sweated over the removal of this offending piece of tooth structure, one of my regular patients who had been waiting patiently simply stood up and walked out of my office front door.

When I called him later in the morning to ask what had happened, he simply said this:

“How dare you keep me waiting there while you’re sitting out the back watching the golf”

It seems that he believed that the golf screening on the TV set in the client lounge was also being piped into some private sanctuary back stage where he envisaged I was domiciled with my feet up and a glass of champagne.

And no amount of explaining was ever going to convince this poor chap of any difference.

He’d gotten a bee in his bonnet that because the golf was on the TV in the room where he was and he was seeing, and that I was nowhere to be seen and that he had been kept waiting, then that I must have been inside watching the golf.

And no amount of truth or explanation was going to convince him otherwise.

Where did we fall down?

Well obviously, a failure to communicate the reasons for my delay to this chap went a long way towards him building a belief of an incorrect scenario to be occurring.

And had someone in my office taken the time and effort to go and speak with this chap and explain the situation, then maybe he may have been more understanding of the circumstances.

And I know that I myself as the owner should have been one of those people who should have personally passed on an apology for the delay to this patient.

What’s the lesson?

Everybody’s time is valuable.

And everybody deserves to have their time respected, without assumption.

So if you find yourself in business dealings being taken for granted or actually taking people for granted, then you need to be able to step back, take five, and say:

“Is this the best use of everybody’s time?”

And if it isn’t, then say:

“How can I make things better? For everyone.”

*****

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!!

Are Your Business Protocols Strangling Your Productivity?

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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Time and time again I see businesses develop systems and procedures purely for the sake of having a system and a procedure.

Not for any other point than for the creation of a bureaucratic protocol.

The protocol created acts as a stick in the spokes of the wheel of the business, immediately hog-tying the business and restricting its ability to do what it needs to do first and foremost.

And that is to service its customers.

Take computerised cash registers for example:

I want to buy a can of Coke. The Coke is $2.00. I have $2.00 cash in my hand.

Simple transaction, you would think?

I give the shop assistant $2.00 cash. The shop assistant gives me my can of Coke.

No…..here’s what happens….

I watch the shop assistant tap a screen several times. Maybe six times. Maybe the shop assistant needs to scan a barcode on the can of Coke?

Then I give the shop assistant my cash. She taps the computer screen a few more times. Finally a cash drawer opens and the shop assistant places my $2.00 in your cash drawer.

And then I have my Coke.

It seemed long winded.

Last year I was at Bethpage Golf Course in New York and my match was rained out by a storm early on in the round.

All four players in my group were given a credit to play another day, and so we booked for the following day.

However, when we turned up that next day to play, one of our group was a New York local and his credit had been granted as a visitor. This created a bureaucratic nightmare in the office as several of the poor old staff tried to work out how to balance their books. But all my friend wanted to do was hand over his credit and play golf. He didn’t care that he had been gifted an incorrect [and slightly more valuable] non-resident credit.

All he wanted to do was go play golf.

It took a very long thirty minutes of waiting for these staff to work out how best to bookkeep their error.

For their own records!

While the customers had to wait.

In both these instances the time of the customer had not been valued by the vendor.

In both these instances the customer should have been allowed to proceed unhindered to the exit.

How many times in your business are you making your customer wait while your business goes through its processes?

I tell you, any business that takes its customers’ time for granted is skating on thin ice.

How much do you like it when you phone a business and your call gets put on hold for some time while you listen to a recorded message telling you:

“Thank you for your patience. We value your business and will be with you as soon as possible….”

Really?

I’m thinking, if that organisation really valued my business they would employ human beings to spend time with me so that their phones are answered more quickly and more personally.

And they would teach their staff to expediate the transaction processes so that the customer is never kept waiting for long periods of time, while their computerised register does its “through the cloud” stocktake, all on the customers’ dime.

It’s that simple….

*****

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!!

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