How To Make Sure Every Team Member Is An Advocate For Your Dental Practice

Consider this quotation from my friend Shep Hyken:

“Every employee needs to be an extension of your sales and marketing department. Make it a job requirement. It’s a non-negotiable responsibility.” 

What exactly do you think Shep meant when he said this?

I believe this comment relates to the fact that every employee in your business needs to be able to speak to the customer and answer their questions about your business.

And act in a way that promotes your business in the eyes of the customer.

Take Disney for instance.

At Disneyland and at Walt Disney World it was found that the cleaners of the parks were often asked for directions [by customers].

And so Disney went about setting up a protocol and business plan that trained their cleaners to be able to give park guests directions, and to not only be proficient, but to be able to exceed the expectations of the guests at those parks who were in need of those directions.

And this is what Disney did….

Every time a cleaner was asked by a park guest for directions to some other part of their park, what those cleaners did was to escort those guests to that place in the park they had enquired about.

“Let me show you. Please come with me….”

Is far more powerful than:

“It’s over there.”

Supermarkets and grocery stores have also adopted the same protocols.

How many times have you needed to ask a shelf-stacker where you might find the Paul Newman’s Spaghetti Sauce?

Isn’t it nice when the shelf-stacker says:

“Let me show you” 

And then leads you off to the correct shelf to find the product that you need.

How does all this relate to dentistry?

That’s simple.

Every employee in your practice needs to be empowered with the ability to solve every problem and every question that the patients and customers can raise.

Every staff member must have the knowledge of procedures and practice to be able to SATISFY immediately the concerns of the patient, so that the patient feels fulfilled and content with the explanation given.

If your team member is not able to answer the patient’s question, then it is imperative that an immediate solution path is proposed, to satisfy and answer the question from the patient.

“You know Betty, that’s a very good question. Let me check with Jayne and get straight back to you on that.”

Is far better than:

“I wouldn’t have a clue.”


“I don’t know.”

What you need to do:

As the practice owner, you need to educate and train your team to be able to answer all questions posed by patients and callers to your practice.

All team members need to learn, process and PRACTICE the correct answers, so that when questions do arise from time to time, they are ready and proficient with those answers.

Telling them what to say is not the answer.

Having them learn and become proficient at spontaneously being able to answer all questions IS THE ANSWER.

It’s up to you….


Need your phones monitored?

Are you concerned about the number of calls that are not being answered as best they can be?

You need Call Tracking Excellence.

For the cost of a less than one cleaning per week, you could have your phones being answered much much better….

Convert more calls into appointments…Click the link:

Call Jayne on 1300 378 044 or email  for more details.


“How to Bring the Customer Service Magic of Disney Right There Into Your Dental Practice”


Are you looking for that competitive EDGE for your dental practice in these questionable economic times?

History has shown that those businesses providing LEGENDARY WORLD CLASS Customer Service to their clients have not only survived, but THRIVED in during difficult times.

For the First time in Australia, Vance Morris brings you his comprehensive one day boot camp style workshop:

“How to Bring the Customer Service Magic of Disney Right There Into Your Dental Practice”

At this FULL DAY EXCLUSIVE workshop, you and your team will learn:

All about the cost that poor customer service is having on your dental practice.

Vance Morris will provide you with multiple examples of the financial impact of what poor service is doing for your practice.

He will explain in detail how to clearly DEFINE the “Customer Experience” (CX) for your dental practice.
You will learn the TEN RULES for WORLD-CLASS customer service, including:

* Anticipatory Service
* You had me at “Hello”
* Customer Service as a revenue generator
* “Everything communicates”

Vance will also explain in detail the art of PROFITABLE Service Recovery, including:

* How PROFITABLE Service Recovery is a systematic business process
* How to uncover your opportunities for PROFITABLE Service Recovery
* You will discover how to anticipate the needs for recovery
* Learn how to Train and empower your frontline employees on PROFITABLE Service Recovery
And much, much more….

Best of all, you will discover Vance’s signature programme Systematic Magic.

You will learn how to easily Out-Serve, Out-Price and Out-Market your dental competition in ANY ECONOMY. Based off his 10 year experience at Walt Disney World in Orlando, Florida, Vance will reveal the 7 Magic Keys that Disney uses every day to create magic for their guests. This is the same system that Vance himself used while at Disney to create some of their iconic attractions.

At the end of the day, all attendees will leave with their own, personal blueprint to implement Disney style service in their dental practices, the very next day.

So if you’re looking for that competitive edge that’s going to set your dental practice APART from all of the other practices in your area, then book your dental TEAM into see Vance Morris NOW!!



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