Where Do I Start When It Comes To Customer Service?

It’s February, and it’s time to review our progress on those New Year Resolutions.

How have you been going?

Are you making headway with the changes and improvements that you are so keen to implement in your Dental Office?

Or have those ideas and plans been shelved?

Have they been put on the back-burner?

“We’ll get around to them…. one day….”

And one day never comes.

More of the same breeds more of the same.

Firstly, we need to know what we want to do and achieve before we begin doing and trying to achieve anything.

We need to look at the big picture first.

And then break that big picture down into its component parts.

As opposed to starting with the component parts and then trying to tie them together.

By looking at the big picture firstly we will then have a common purpose for all employees in our organisation to refer to.

This will then be our anchor point, our point of reference.

Julie Andrews sang:

“Let’s start at the very beginning. A very good place to start….”

To begin, we need to make sure we know why we are in business.
We need a purpose for ourselves and for our employees.


What we need is a Customer Service Vision Statement.

A Customer Service Vision Statement serves as a clear purpose as to why your business exists.

“A company’s Service Vision serves as a rallying point across the organisation by being the one thing that all employees have in common no matter what the individual job or title may be.” – Disney Institute

Disney knows it.

The Disney Vision Statement is the central focal point that every employee is able to refer to on any occasion to clarify the reason why the business exists and also exactly what the business is trying to achieve.

When James McManemon, General Manager of The Ritz-Carlton was asked:

“If you were starting a new business, any business, and wanted to make customer service your value proposition, what would you do first?”

He replied simply:

“The first thing I would do is create the Service Vision for the Company. Be crystal clear with what the company’s vision is, and be able to articulate that extremely well. Then I would hire talent based on that same belief, only adding employees that share those service values, and finally create the processes and training to achieve that Service Vision.”

It is only once we have everyone on our team aligned with our vision that we can then begin implementing the multitude of pieces of customer service magic that we know will be impactful upon our valued customers, clients, and patients.

We must never put the cart before the horse.

To be truly effective we need to have our Vision Statement clearly defined as our business’s point of reference prior to the implementation of any ideas or thoughts or systems.

Because your clearly defined Vision Statement for your office is the reason why we give all patients a warm towel *ALWAYS* each and every time regardless.

Our Vision Statement is the reason why we greet *EVERY* arriving patient as if the were our long lost friend coming over to our home for a Sunday afternoon roast dinner.

No matter what.

Our Vision Statement defines who we are and how we are perceived in the greater community.

Lone points and actions scattered incidentally throughout our day are merely cardboard or papier-mâché unless we have a clearly defined Vision Statement as our defining purpose.

And that’s where it all needs to start….


My next public speaking presentation showing Dentists how to grow their Dental practices will be in Melbourne Australia on Saturday 1 April 2017 with Jayne Bandy and Wolfgang Hofbauer.

For more information and to secure your seat click this link here.


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.

Email me at david@theupe.com

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