When I raise the topic of Customer Service in dentistry, I’m often greeted with comments of surprise, and wonderment.
As well as comments such as:
Why bother?”
I also have dentists tell me:
“Oh yeah. We’re doing all that.”
But they’re not.
Providing great World Class Customer Service in your dental practice is a CULTURE.
It’s not something you do.
It’s more like something you and your office becomes.
You become a Customer Service FANATIC.
World Class Customer Service is about consistency.
The biggest failing I see in business is the lack of systems and lack of consistency when providing service.
Service standards vary from operator to operator.
They vary from day to day.
And sometimes they vary from hour to hour and from minute to minute.
Customers are people.
And people are on the whole, creatures of habit.
Customers crave consistency.
And when there’s a flaw in the system, and their “product” is varied and devalued, they will complain.
Or they’ll walk.
And go elsewhere.
The reason our valued customers leave and take their business elsewhere is because they feel ignored and taken for granted.
And that’s easily fixed…in principle.
But in application?
The secret to providing great customer service can be summed up in this quotation from American footballer Steve Young:
“The principle is competing against yourself. It’s about self-improvement, about being better than you were the day before.”
Our aim in the service industry is to always be trying to create an experience for our customers today that is better than the experience they enjoyed at their previous visit.
And to do that consistently across the board, day in and day out, week in and week out, is the key.
This is what separates the truly great service companies from those who are simply just “dabbling” with service.
Providing a consistently better than average experience for my patients in my own dental practice is what helped me to create a truly World Class Service environment of Customer Service in an industry and profession renowned for causing pain and discomfort.
It’s what I did.
And it’s what I now successfully teach other dentists to do.
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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