Would Your Patients Never Ever Leave You?

Yesterday Jayne, and Kate, and Thomas and I went retail shopping in Chatswood.

Thomas needed some new shoes for his graduation ceremony this week, and Kate wanted to get some books with some vouchers she had that were due to expire soon.

The interesting thing was that yesterday was the biggest Sunday of the year for retail trading, because of the four day Black Friday/Cyber Monday Sales Long Weekend.

It’s a global phenomenon, and it’s the worst time to be going retail shopping if you don’t have to be going shopping.

But we were.

Because we had to.

As I said, Thomas needed a new pair of semi-formal black shoes that were practical, and comfortable.

The second store that we visited was the Skechers shoe store.

Thomas picked out two styles that he liked, and I sought out a shop assistant to see if they had those styles in a size thirteen.

The problem was that the store was very crowded, and there were only three shop assistants working.

Two of those shop assistants were occupied on the front counter processing transactions, so I sought out the assistance of the only other shop assistant I could find, who was a young man out on the floor helping customers with shoes and fittings.

He appeared to be run off his feet, and when I approached him to enquire about the two shoe types in a size thirteen, his response was definitely not what I was expecting.

He said to me:

“Sure. I’ll get those for you.”

And within a very short space of time he returned with the two pairs of shoes and left them with us for Thomas to try on.

As he ran off to help other customers.

In his own time, Thomas tried on the right shoe of one pair and the left shoe of the other pair, and made his decision based on the immediate comparison of fit and laces of each style.

Thomas then replaced the shoe that he was wearing of the pair that he did not prefer with the shoe of the pair that he did like, and was very happy with how that pair looked and felt.

By the time the shop assistant had returned, Thomas had finalised his choice and had made his decision.

When we proceeded to the register, Jayne took over the financial purchase of the shoes, and the shop assistant, who had now told us his name was Jay, then helped Jayne to ensure that she utilised all possible savings [from the sale] as well as her membership for the store, and linked up her Qantas membership for bonus Frequent Flyer points as well.

All of this was done by Jay as if we were the only people in the store.

He made the sale transaction very personable, so much so that we never felt rushed at all, even though there were many other customers looking to try on and purchase shoes in the store.

What amazed me was…

What amazed me was that Jay handled the crowd, and the rush, and the people, and the sales as if each customer was the only person in the store.

When he was with us, we really felt like we were experiencing an ULTIMATE CUSTOMER EXPERIENCE, and that we weren’t just buying a pair of shoes.

At your dental practice…

At your dental practice, are your team able to prioritise their attention to the patient they are looking after so much that this patient believes they are the most important person in the dental practice at that moment in time?

We’ve all experienced the disappointment of speaking to a waitress or a store attendant who seems to have one eye on you, while the other eye appears to be surveying the shop or the restaurant to make sure that everything else is still going to plan.

And that dilutes the experience dramatically.

And makes it a transaction.

Rather than an experience.

And that’s a big turn off for customers.

Because while ever your patient feels rushed and taken for granted, they are only a temporary patient, who hasn’t bought into what you are doing for them at all.

When your patients are made to feel important, then and only then can you consider them to be true loyal patients of your practice.

And that’s the big difference between your business being a commodity, and your business being an experience that your clients would never leave and go anywhere else for.

*****

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: http://www.calltrackingexcellence.com

Call Jayne on 1300 378 044 or email Jayne@theDPE.com for more details.

*****

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.