How To Use World Class Customer Service To Knock Price Out Of The Equation…

I’m preparing this week for a brand new workshop I’m giving in Melbourne this coming Sunday.

Tickets for this workshop sold out within less than three days of its announcement, which was truly flattering.

At this workshop, I’ll be sharing with those lucky enough to have gained admission, some of the thought processes and mindsets needed to create an Ultimate Patient Experience Dental Practice.

I’m reminded constantly though, that an Ultimate Patient Experience is not something that your Dental Office does, it is something that your Dental Office *BECOMES*.

The skills gained by learning, internalising and processing the steps and stages that are The Ultimate Patient Experience are not a set of actions that you take from a box, use at your discretion throughout your day, and then replace into that box, and place it on the shelf, and then go home.

Moreover, The Ultimate Patient Experience becomes a Culture that you embrace.

One of my mentors, John DiJulius III, said:

“World class service is not something you deliver, it is a result of something you are.”

I say:

“In the delivery of World Class Customer Service, there is no Finish Line”

It’s never over.

Providing an Ultimate Patient Experience is an ongoing process of striving for excellence.




I had the pleasure of seeing Brian Tracy speak two years ago, and I took some great notes. He’s been around a long time, and I’ve seen him speak before, on several occasions.

I’ve read some of his books, I own more of them that I have yet to read, and I’ve listened to quite a considerable amount of his wisdom on audio.

Yet this time, in May 2013, he said this, and it made such perfect sense.

Brian Tracy said:

“Exceed Expectations every time.”

Every time.


He went on to say:

“If you don’t, you will just be a commodity.”

And that’s it.

If you are not providing such a wonderful World Class Experience for your clients, patients and customers you leave them no alternative other than to judge you solely on price.

In so doing, you have effectively become a commodity.

Not a service.


Tracy said to examine your systems to pre-empt ways of exceeding those expectations.

And it is that simple, really.

All you need to do is to create for your patients a Dental Customer Experience Cycle, as explained in The Ultimate Patient Experience, that is such a pleasure for the patient to experience that the doing of the dentistry becomes secondary to the world-class customer service that they experience at your place of business.

And that’s how you build it.


There are only a few tickets left available for my Sydney Workshop on Saturday March 21st. If you’re interested in learning how to take that next step to build an Ultimate Patient Experience Dental Office that differentiates itself from those other Dental Offices around you then you won’t want to miss this limited offer.

Please click the link to reserve your place:



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

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!!