How Bad Is Your Phone?

How Bad Is Your Phone?

How badly is your phone being answered?

And why is your phone being answered in such a poor manner?

Do you as the business owner know how badly your phones are being answered?

Do you as the business owner have any idea at all about how difficult it is for your customers and potential customers to do business with your organisation because your phones are being answered so poorly?

Why is this so?

Are the people you are hiring not being instructed on best practices when it comes to phone answering?

Or are they deliberately sabotaging your business?

Or do they believe that they are providing great service [when in fact they are not]?

Or is your business so busy that the people answering your phones have nowhere to put all the extra business that is calling your business?

Here’s a couple of bad ones:

Today I had the duty of coordinating some printing and publishing.

My printing is a one page insert, and my printer needs to send the completed printing to a publisher who is then inserting the printed insert into a magazine being published.

My printer sent me an email wanting to know exactly when the printed inserts needed to arrive at the publisher.

So I phoned the publisher.

The girl who answered the phone there had very little idea at all about what was going on there, and suggested I needed to call the organisation that was “their client” who was publishing the magazine.

Here’s what she did not do:

She did not try to solve my problem.

She did not solve my problem.
She did not offer to follow up with me to see if my problem ever did get solved.

She did not record my contact details nor did she record the [very specific] reason for my call.

As far as this person was concerned, she had shuffled my question off her desk and out into cyberspace.

My problem was no longer something that she needed to be involved with.

She had flick passed it.

The fact that my problem could have remained a problem and carried on as a bigger problem did not concern this woman.

She had done all that she needed to do. 

She had flick passed it.

The second poor phone manner I encountered today was when I then called the organisation who was publishing the magazine.

The woman who answered the phone there answered my call on about the sixth ring. And I think also after my call had been placed on hold.

When she did speak to me I felt as though I had been an interruption for her.

I did not feel as if I had interrupted her doing something. 

I was made to feel as if I had interrupted her doing nothing at all.

I was not made to feel welcomed on the phone.

Nor was she really able to leave me feeling confident about the answer she gave me after my call was put on hold.

I did not feel inspired.

I did not feel like a valued customer.

What should happen:

The caller should always feel inspired when they finish their call.

The caller should always feel a confidence that they are in the right place, and that they will be looked after.

The caller should always feel as though they cannot wait for their transaction [or appointment] to go ahead.

And the caller is confident they are going to be well looked after.

The caller feels important.

Every caller to your office should feel inspired and feel welcomed.

They need to know that they are in good hands, and that they are valued as a human being.

Every caller must feel a sense of anticipation as they wait for the next day that your business transacts with them.

And nothing less will do….

*****

Linda Miles is coming to Australia in August.

Don’t miss this once in a life-time opportunity to see and hear Linda speak first hand…

Book your tickets HERE.

*****

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…
Call Jayne on 1300 387 044 or email Jayne@theDPE.com for more details.

*****

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

Click on this link for all 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.

Email me at david@theupe.com

 

Sharpen Those Saws.

Sharpen Those Saws.

This week we’ve had some work done on our property.

Or better still, we’ve had some work STARTED on our property.

As you know, last December Jayne and I sold our Sydney home and relocated ourselves permanently to our rural property.

For the last six years it has been a 50:50 split, which is difficult to do.

This week we started on our paddock renovation plans.

We needed some fencing upgraded.

And we needed some tree lopping and removal.

And so it began…

Our arborist worked tirelessly for three days, each day trimming trees, removing dangerous trees and liabilities, as well as tidying up rampant useless ground bushes.

The change, or should I say, the improvement, was palpable.

It was kind of scary as it happened.

Much like getting a very severe haircut I guess.

“Will they remove too much?”

“Will it grow back?”

“What will it look like?”

After all, it’s not like moving furniture.

You can’t just go and glue a branch back on if you change your mind.

It was amazing though, because you kind of grow complacently accustomed to how things are, and it does take a “specialist” of sorts to point out the benefits of the “new look”.

To me, the thought of “lifting up canopies” was scary.

And the thought of lopping off of three metres off each of my beloved pear tries was difficult to grasp.

But “TRUSTING THE FORCE” was what I needed to do.

And open up the yard we did.

Four or five big piles of mulch were created by the chipper. A huge burn pile was assembled in the middle of an adjoining paddock for use as a bonfire at some later date… that will be fun.

But boy, does the open space look grand.

And haven’t we uncovered some grand old gums [gum trees, or eucalypts. Not periodontal gums].

As I said, the arborist crew worked tirelessly and feverishly trimming and dismantling, and gathering and collecting.

And to do the trimming, all that trimming, requires a plan and preparation.

And continued sharpening of saws.

Some of that old, old seasoned timber of trees and boughs fallen, is so dense and so “treated” by time that to attempt to chainsaw your way through it for 25 hours is a recipe for blunt blades.

And so it is prudent to stop a while, regularly, and resharpen those saws.

So that you can keep cutting at pace.

Because despite our best intentions and our work ethics, we can seriously blunt our own progress by failing to focus, and refocus, on the goals that we are seeking to achieve.

Yesterday I had the privilege and the honour of being invited to Zoom call across the world into a team training retreat held by one of my very dear dental friends.

Twice each year, Dr Robert Pick from Chicago, takes his team out of their dental office and conducts his bi-annual “Pick Business Retreat” [or “PBR”].

This twice-yearly event gets his team focused on their mission, as a business, in what they need to do.

They are sharpening their “mental saw”.

They are assessing and reassessing their business and personal game plans.

So let me ask you this:

In your business, are you taking time out to stay focused on what you need to achieve?

Or are you soldiering on, with a blunt mental attitude, just hoping for things to get better?

As I said to Dr Pick, in my life as a business owner, the one thing I felt that I needed to do more of was to regularly stop and regroup and mentally sharpen our saws.

Planning and regularly reassessing our own progress is so important.

Take a break.

Sharpen those saws.

You’ll be surprised at how much of a difference it will make to your business.

*****

Linda Miles is coming to Australia in August.

Don’t miss this once in a life-time opportunity to see and hear Linda speak first hand…

Book your tickets HERE.

*****

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

Click on this link for all 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.

Email me at david@theupe.com

“I Don’t Want To Be Selling”

“I Don’t Want To Be Selling”

I often have dentists tell me they do not want to be selling to their patients.

They think it is unethical to sell.

But I say they are already selling.

All they are not doing is selling well.

Barbara Corcoran summed it up beautifully:

“Good salesmanship is nothing more than maximising the positive and minimising the negative.” 

Selling to me is the process of helping people to get what they actually need rather than allowing them to choose only what they think they need.

To me it is the duty of every person providing a good or a service that is beneficial to ensure that they get that good or service into the hands of everybody who that good or service will benefit.

Because, if that good or service is so good, and is so beneficial, then it is sinful to NOT do everything in our powers to ensure that everybody we know receive the benefit of that good or service.

And to allow someone to choose not to partake of our good or service offering is negligent on our behalf. Yes, it means we have failed our customer.

We have let them down.

If our product or service is so spectacular, for our customer to NOT partake of that good or service is an act of negligence on our part.

“Oh, they wouldn’t be interested”

“Oh, they can’t afford it”

are two phrases we can really do without hearing….

It is not for us or anybody in our dental office to decide whether or not a patient can afford what we are recommending, or whether or not the patient would be interested in the necessary treatment.

Our role is only to ensure that we do our best to ensure that the patient understands the benefits of what they need, and the consequences to them of not going ahead with their necessary treatment.

And to do that, all we need to do is maximise the positive outcomes of them going ahead with treatment, and emphasise the negative outcomes of failing to act on our treatment recommendations.

Selling it is not.

*****

Linda Miles is coming to Australia in August.

Don’t miss this once in a life-time opportunity to see and hear Linda speak first hand…

Book your tickets HERE.

*****

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

Click on this link for all 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.

Email me at david@theupe.com

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