Service Recovery Excellence. Are You Doing It?

In every business, no matter how good, no matter how top end, there will always be days when things will go wrong.

There will always be days when things do not go as they are meant to.

And when those days, or moments arise, the things that really make your business WORLD CLASS and stand out amongst others is the way that your business manages its service recovery processes.

What Are Service Defects?

Service Defects are defined as any obstacles and challenges that can occur at any stage of the Customer Experience Cycle that can ruin the customer’s experience.

What is Service Recovery?

Service Recovery is the processes that our business initiates when a service defect is recognised to have occurred.

Our dental office’s service recovery systems and the way we seamlessly swing them into action are what defines us as a business that cares unconditionally about our customers.

While these customers may complain about the service defect that just happened, they will be in awe at the way our business handles that defect through its service recovery processes….

Is it a Double Edged Sword?

If our business offers great customer service, doesn’t that mean that whenever we have a failure or a defect in that service that it is far more noticeable because of the difference between our service and the failure?

I mean, wouldn’t it be better just to give poor or minimal service to our customers, so that whenever there is a service defect, the difference between our stock standard level of poor service and the defect is not that big?

After all, a patient who receives poor service most of the time is far less likely to be bothered by poor service than a patient who receives World Class Customer Service and then experiences a World Class Service defect?

Is that right?

The Problem with Basic Levels of Service…..

The problems that businesses that offer only basic levels of service have is that they simply are not operating in the ideal pond when it comes to “fishing” for business.

Factually, customers who expect and receive World Class Customer Service do spend more and buy more than customers who accept baseline service.

Twenty to twenty-five percent of the population will not care what your competitors are charging and will happily pay your prices if they feel that the service you offer is World Class and represents good value to them.

These really are two completely different worlds to be operating in.

Returning To Service Recovery….

Yesterday my wife and I celebrated my birthday with a lunch at our favourite restaurant.

We eat there three times each year to celebrate our individual birthdays and our wedding anniversary, which fortunately for us are fairly evenly spaced throughout the year.

The food is exemplary and the service is always World Class.

It’s the reason why we keep going back there, year after year after year.

And we have been going back there, on this basis, for maybe ten or fifteen years.

In March this year, when we last ate there, there were a couple of small things that we felt were overlooked in our service that made our visit slightly less than perfect that time.

And we did raise these at the time, mainly to make sure that the restaurant was aware of our disappointment so that they could be more attentive to their other customers in the future.

When we raised these questions in March we received instant apologies from several people involved in the restaurant service processes.

And that was all we wanted.

But interestingly, when we arrived for lunch yesterday, we were greeted by the floor manager who apologised again for the disappointments in March and then presented my wife with a beautiful bunch of fresh lilies that he had purchased at the local market that morning and that his six year old daughter had personally chosen.

He also offered to us a complimentary bottle of Eden Valley Shiraz that he had personally been working on with a well-known Australian Wine Maker exclusively for the restaurant.

He made us feel like royalty.

And although there was no need for these extra acts of Service Recovery, we graciously thanked him for his noble efforts and we felt so honoured at those efforts to make small past wrongs right.

In your Dental Practice….

What are you doing in your dental practice to WOW your patients when small things go wrong in your Customer Experience processes?

What are the Service Recovery processes that your team instantly swing into action to not only make wrongs right again, but to make your customers forget those wrongs because your Service Recovery processes scream WOW out loud to them?

Our Service Recovery processes should be the tales told across the land in our suburbs and our towns.

It is our ability to create these World Class Experiences that lets our valued patients really know that they are indeed valued and respected by our business, and our people on our team.


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!!



Make sure you subscribe to my monthly Dental Water Cooler Podcast Series…. “The Ultimate Patient Experience”

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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.

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