It’s Not About The Pieces. It’s About Everything!

I received my weekly email from Shep Hyken last Thursday.

The Shepard Letter.

And it began like this:

“You can have outstanding customer service, but it only takes one mistake to erode the customer’s confidence, thus diminishing the chance you’ll have at gaining the customer’s loyalty. This mistake can be summed up in one simple sentence:

 Don’t do what you say you’re going to do.

 Don’t follow through. Miss a deadline. Show up late. Don’t call back when you promised. The list can go on and on. All of these are examples of how many people – and many companies – destroy a customer’s confidence, thereby destroying the customer’s loyalty.”

Which is exactly what I teach when I talk with my clients about The Ultimate Patient Experience.

The driving principle of The Ultimate Patient Experience is that the Dental Visit, *EVERY* Dental Visit to your Office needs to be a *complete* and total Experience for your client, and not just a series of slapped together stages with the “hope” that everything goes right.

Because a business built on hope is a House Of Cards.

Teetering on instant demolition with the slightest waiver…

A business built on hope “hopes” that they get things right, and “hopes” that something does not go wrong.

A business built on sound business principles knows that there has to be systems and rules and policies, that are adhered to as a framework to ensure consistency.

Consistency of product.

Consistency of experience.

So that your clients, customers and patients never feel disappointment during or after their visits to your Dental Office.

The premise of the Ultimate Patient Experience Programme is that it is a *TOTAL* System designed to make sure that your office is indeed providing your clients and customers with a systematic series of Magical Moments as they journey through their visit to your Dental Practice.



A consistent series of Magical Touch Points that leave the patient saying to themselves:

“WOW!!” and

“How did they think of that?”

The patients believe that these Magical Moments are just incidental incidents of amazement.

But we know that they are seriously scripted and choreographed well thought out stages of amazement that we have weaved together to create a truly wonderful *Experience* to share with them at our Dental Office for today’s visit.

Because it is so important, and I drive this point home ad nauseum, it is so important that all team members in our Office are stepping up to the plate and covering all our bases all of the time.

Because there’s no benefit in being truly amazing at one or two stages of the Customer Experience Cycle, or Visit, over in one part of your Office, while someone on your team, unwittingly or unknowingly, is dropping the ball routinely in another part of your Office, and they and nobody else, really knows that they’re doing it!

And that’s the Crux of it.

That’s what Shep is saying in his Shepard Letter.

That’s what I’m saying with The Ultimate Patient Experience.

The Ultimate Patient Experience is a truly integrated System designed with you and your Dental Team specifically for your Office.

But it’s more.

It’s a Cultural Shift.

It’s a conscious shift by your team to willingly raise the bar forever in the way that they deal and interact with your patients so that your patients leave your Dental Office saying:

“Wow! This is like no other Dentist I’ve been to in my life EVER!!”

What The Ultimate Patient Experience is not is that it is *NOT* my Three Best Tips, or my Five Best Secrets.

The Ultimate Patient Experience is about creating a watertight Customer Service process for your Dental Office that retains and maintains all those clients and customers that traditionally, in other offices, slip through the cracks in the system purely because of  our apathy and perceived apathy towards them.

As Shep says:

“Show up, keep your promise and you meet the customer’s expectations. Bump the experience up just a little above average, and you start to have a shot at creating amazement. And, when that experience is consistent and predictable, you’ll create confidence.”

In two weeks time I’ll be in St Louis and catching up with Shep Hyken for dinner. I’m looking forward to breaking bread with him and as we say,“chewing the fat”.



The Ultimate Patient Experience is a simple easy to implement system that I developed that allowed me to build 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:

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Shep Hyken, CSP, CPAE is a customer service expert, hall-of-fame speaker and New York Times and Wall Street Journal bestselling author. He works with organizations to build loyal relationships with their customers and employees. He is also the creator of The Customer Focus, a customer service training program that helps organizations develop a customer service culture and loyalty mindset.  For more information contact (314) 692-2200 or