The Real Secrets to Creating Truly World Class Service In Your Dental Office

When I’m interviewing dentists who need my consulting and coaching help, they often ask me the question about how I achieved an annual collection of over AUD$1.8M.

Over AUD$1.8M!!!

And this was through my own personal production, from the exertions and efforts of my own hands. This number did not include hygienists, assistant dentists or specialists treatments, who worked alongside me under my roof. What was theirs was theirs.

And when I do think back about those days, the one thing I can truly say that helped me unconditionally is that together with my great team I provided an excellent service, and a consistently excellent product in a repeated day in day out minute in minute out manner, every day that we worked.

No big deal.

Because as I’ve said before, how good do you want to be?

Truly?

And the answer is:

I want to be the best that I can.

As Jim Rohn said

“How tall will a tree grow? As tall as it possibly can!”

Because I’m no dental Superstar working in a ritzy glitzy town with ritzy glitzy patients.

No way!

As I’ve said, I’m just an average dentist in an average town seeing average patients living in average homes earning average incomes and driving average cars.

Parramatta is no Beverley Hills. In fact, it’s more akin to Dodge City than it is to Rodeo Drive.

The thing is, if I can do numbers like these then there’s no reason that you can’t too, or better, using the principles and systems that I developed and learned over time.

Two quotes have come across my desk this week that I’d like to share with you.

They’re not new quotes. Well not to me.

They’re reminders from two people in the world of Customer Service who I look up to immensely, as mentors and Evangelists for the systems and the ways that we should be conducting ourselves.

And conducting ourselves, not only in business, but in life as well.

The way we serve our customers, consistently and passionately, should be the way that we too behave, as customers, as well as in life, as people, as parents as friends.

“As easy as it is to make a “Wow!” happen, it is hard to do it consistently. And this is what separates the successful organizations from the ones that aspire to be great. It’s not just the ability to create a “Wow!” experience. It’s the ability to do it over and over.” – Shep Hyken

“Making price irrelevant – based on the experience your customers consistently receive, they have no idea what your competition charges” – John R. DiJulius III

And it comes from within.

And it comes from the top.

It is said that “A fish stinks from the head down”.

To create a successful team you must create a successful culture.

And lead from the front.

As a leader, you’ve got to be there.

Really be there!

Not just turn up.

But show it!

And build a team that shares that belief.

The belief that there is a better way.

And the better way is explainable..

And this creates and develops and fosters culture.

Because without culture, its all just window dressing.

And window dressing at best.

And your clients and customers and patients know window dressing.

And they ain’t buying window dressing.

They will smell “phony”.

And they ain’t buying phony, either.

They buy real.

They buy genuine.

They buy sincerity.

Continuous generous sincerity.

And as a Dental Office, you can’t buy that in a bottle.

You can’t buy that in a coat of paint.

As a Dental Office you sell it with your heart.

With your actions.

Day in day out. Minute in minute out.

I can’t sell you that system in a box.

In a CD set. In a set of manuals…

It’s not a quick fix.

But it is a fix.

It is doable, and it is teachable.

But you’ve got to want it. You’ve got to want it more than anything.

Disney wasn’t built overnight. Nor was Starbucks.

“Rome wasn’t built in a day.”

But it was built. They were all built…

Want it for your clients. For your patients, for your staff and for yourself.

Want it for work, but want it for home. For your spouse. For your family.

Because if you don’t it will all be just window dressing…

“Do what you do so well that people can’t help telling others about you!” – Walt Disney

When you connect, and truly connect, with your clients, patients and customers, they know it.

They know they’re not just as number.

And you know that you’re not just a commodity to them.

You know they’re choosing you.

Because of you. And who you are. And what you do.

For them.

And how you make them feel.

And commodities don’t do that….

 

 

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 david@theupe.com

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