Despite our best intentions, there will always be those moments during the day when things go a little differently to how we had planned.
You know what I mean.
I’m talking about those moments when we DO realise that things could have been done a little better than they were done.
Sometimes, and we all do think this way, wouldn’t it be nice if we could rewind our day and erase those moments, and insert new moments when things go a little better.
But we can’t.
That’s the beauty of life. Or a fact of life.
Once time has gone, it’s gone.
We cannot go back.
So we need to make sure we are doing our best at all times.
There will always be times when we could have done better.
When things do go wrong at your dental practice do you have protocols and systems that immediately swing into place to rectify and correct whatever went wrong?
How are your service recovery processes?
SERVICE RECOVERY is defined as those processes that our business initiates when a service defect is recognised to have occurred.
Our dental office’s service recovery systems and the way we seamlessly swing them into action are what defines us as a business that cares unconditionally about our customers.
In your dental practice, you need to be able to execute your service recovery processes immediately, without hesitation.
While these customers may complain about the service defect that has just happened, they will be in awe at the way our business handles that defect through its service recovery processes….
We need to be able to right the wrongs as soon as possible.
Empowering team members so that they can execute our service recovery processes seamlessly will go a long way towards establishing our dental practice as being truly a provider of World Class Customer Service.
Truly exceptional.
Your dental practice needs to mandate a policy and a culture of fixing any defects immediately, and of going Above and Beyond in rectifying those defects straight away.
Going to the dentist is not a fun experience.
Your patients would all rather be somewhere else.
It is our duty to make sure that their experiences at our practice are always truly World Class.
Our reputation in the community depends upon it.
*****
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….
Call Jayne on 1300 378 044 or email Jayne@theDPE.comfor more details.
*****
“How to Bring the Customer Service Magic of Disney Right There Into Your Dental Practice”
ONE TIME WORKSHOP Friday NOVEMBER 15 in SYDNEY.
Are you looking for that competitive EDGE for your dental practice in these questionable economic times?
History has shown that those businesses providing LEGENDARY WORLD CLASS Customer Service to their clients have not only survived, but THRIVED in during difficult times.
For the First time in Australia, Vance Morris brings you his comprehensive one day boot camp style workshop:
“How to Bring the Customer Service Magic of Disney Right There Into Your Dental Practice”
At this FULL DAY EXCLUSIVE workshop, you and your team will learn:
All about the cost that poor customer service is having on your dental practice.
Vance Morris will provide you with multiple examples of the financial impact of what poor service is doing for your practice.
He will explain in detail how to clearly DEFINE the “Customer Experience” (CX) for your dental practice.
You will learn the TEN RULES for WORLD-CLASS customer service, including:
* Anticipatory Service
* You had me at “Hello”
* Customer Service as a revenue generator
* “Everything communicates”
Vance will also explain in detail the art of PROFITABLE Service Recovery, including:
* How PROFITABLE Service Recovery is a systematic business process
* How to uncover your opportunities for PROFITABLE Service Recovery
* You will discover how to anticipate the needs for recovery
* Learn how to Train and empower your frontline employees on PROFITABLE Service Recovery
And much, much more….
Best of all, you will discover Vance’s signature programme Systematic Magic.
You will learn how to easily Out-Serve, Out-Price and Out-Market your dental competition in ANY ECONOMY. Based off his 10 year experience at Walt Disney World in Orlando, Florida, Vance will reveal the 7 Magic Keys that Disney uses every day to create magic for their guests. This is the same system that Vance himself used while at Disney to create some of their iconic attractions.
At the end of the day, all attendees will leave with their own, personal blueprint to implement Disney style service in their dental practices, the very next day.
So if you’re looking for that competitive edge that’s going to set your dental practice APART from all of the other practices in your area, then book your dental TEAM into see Vance Morris NOW!!
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.
Interest rates in Australia are at an all time low.
Those of us old enough to remember with HORROR the interest rates inflicted on us by Paul Keating when Australia plunged into the Recession We Had To Have will roll our eyes at the current low rates.
At its peak, I was paying 17.5% per annum on my home loan and a whopping 28% per annum interest on my business loan.
Just to put that in perspective, 28% interest means that every year I was paying more than one quarter of the money I borrowed back to my lender as interest for his generosity, without making any dent into the capital he lent me!!
Now with interest rates at this all time low and heading lower it seems as the government tries to MANAGE these questionable economic times, it’s a really good time to take a good look at those things that you can do in your business to beat the recession and power through any economic downturn.
Customer Service and Internal Marketing.
People do business with people they like.
If your customers and patients have an emotional connection with your team members and with you and your practice, then chances are those customers will maintain their loyalty to you and your practice.
After all, their dental needs are their health needs, and because you’ve built up this emotional relationship between them and your team, there’s a mutual respect between them and you that is very difficult to dissolve.
When there is no emotional connection, then it’s very easy for “so-called” patients to PUT OFF or defer their necessary treatments.
Which isn’t good for them.
External Marketing.
In difficult economic times, many businesses cut their advertising budgets and expenses in an effort to save money.
For the astute business owner, difficult economic times can present advertising opportunities.
Firstly, with less businesses advertising, advertisers will be looking for businesses who actually want to advertise…they will have more ADVERTISING SPACE to fill and so opportunity to pick up ad space at a lower rate [i.e. better value] is an opportunity not to be wasted.
Secondly, because your competitors are cutting back their advertising and maybe even cancelling it, to the population in general out there who need your services it is going to seriously look as though you are the ONLY business in town able to help them.
So make sure you’ve put plenty of money away for a rainy day… because while all your competitors are trying to scrape by, this is the opportunity for you to posture your business in its best position.
*****
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….
Call Jayne on 1300 378 044 or email Jayne@theDPE.comfor more details.
*****
“How to Bring the Customer Service Magic of Disney Right There Into Your Dental Practice”
ONE TIME WORKSHOP Friday NOVEMBER 15 in SYDNEY.
Are you looking for that competitive EDGE for your dental practice in these questionable economic times?
History has shown that those businesses providing LEGENDARY WORLD CLASS Customer Service to their clients have not only survived, but THRIVED in during difficult times.
For the First time in Australia, Vance Morris brings you his comprehensive one day boot camp style workshop:
“How to Bring the Customer Service Magic of Disney Right There Into Your Dental Practice”
At this FULL DAY EXCLUSIVE workshop, you and your team will learn:
All about the cost that poor customer service is having on your dental practice.
Vance Morris will provide you with multiple examples of the financial impact of what poor service is doing for your practice.
He will explain in detail how to clearly DEFINE the “Customer Experience” (CX) for your dental practice.
You will learn the TEN RULES for WORLD-CLASS customer service, including:
* Anticipatory Service
* You had me at “Hello”
* Customer Service as a revenue generator
* “Everything communicates”
Vance will also explain in detail the art of PROFITABLE Service Recovery, including:
* How PROFITABLE Service Recovery is a systematic business process
* How to uncover your opportunities for PROFITABLE Service Recovery
* You will discover how to anticipate the needs for recovery
* Learn how to Train and empower your frontline employees on PROFITABLE Service Recovery
And much, much more….
Best of all, you will discover Vance’s signature programme Systematic Magic.
You will learn how to easily Out-Serve, Out-Price and Out-Market your dental competition in ANY ECONOMY. Based off his 10 year experience at Walt Disney World in Orlando, Florida, Vance will reveal the 7 Magic Keys that Disney uses every day to create magic for their guests. This is the same system that Vance himself used while at Disney to create some of their iconic attractions.
At the end of the day, all attendees will leave with their own, personal blueprint to implement Disney style service in their dental practices, the very next day.
So if you’re looking for that competitive edge that’s going to set your dental practice APART from all of the other practices in your area, then book your dental TEAM into see Vance Morris NOW!!
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.
One of the big differences between dental practices who get it, and those practices that don’t get it, is the ability to be personable, and the importance that goes with it.
What is personable?
“Personable” is defined as “someone who is friendly, outgoing and easily able to talk to people.” They are “pleasantly sociable”.
How do we put “personable” into our dental practice?
The best thing to do to put personable into your dental practice is to look for places where patients least expect sociable conversation.
Here are two places in the practice that will have your patients talking about your dental practice to their friends as being truly different:
At the patient arrival
Having a real live person actually speak first and greet arriving guests into your practice ahead of time is a game changer.
One of my friends was telling me about a dental practice he knew where the arriving patient’s first view of the inside of the office was a view of behind the dental receptionist’s right ear, simply because of the poor logistics of the reception desk and its relation to the front door of the practice.
What this practice did to dramatically improve its engagement score with its patients was to have the dental receptionist stand up and walk around her desk and meet and greet her arriving patients head on, each and every time that a patient walked into that office.
And the satisfaction surveys completed by exiting patients reflected the positive impact that this one small change had on the patients’ overall thoughts about their visits.
Because the receptionist was physically and verbally positioning herself to engage with the arriving patient, the arriving patient felt as though conversational engagement was a foregone conclusion at this practice.
At the front office handover following treatment.
I always encourage verbal handovers of completed patients at the front of practice areas following treatment.
Where possible, if the dentist is working out of multiple treatment rooms, this handover can be well choreographed by the dental assistant and by the dental front office team member “receiving” the handover.
And the patients truly love and value the post-treatment engagement they receive.
I know a large practice where some of the associate dentists themselves are bringing out the patient for this after treatment handover.
In these practices, there are significant differences in popularity and busy-ness of associate dentists that are easily traceable back to which dentists are taking the time to bring these patients out to the front office and are providing a very personable handover of that patient.
I’ll let you in on a little secret: The associate dentists doing the personable handover themselves are the ones who are significantly more popular and more busy.
So ask yourself this question….
Are there simple things in your dental practice that you could be doing differently that could significantly impact on the popularity of your dentists and of your dental practice?
I think there are….
*****
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….
Call Jayne on 1300 378 044 or email Jayne@theDPE.comfor more details.
*****
“How to Bring the Customer Service Magic of Disney Right There Into Your Dental Practice”
ONE TIME WORKSHOP Friday NOVEMBER 15 in SYDNEY.
Are you looking for that competitive EDGE for your dental practice in these questionable economic times?
History has shown that those businesses providing LEGENDARY WORLD CLASS Customer Service to their clients have not only survived, but THRIVED in during difficult times.
For the First time in Australia, Vance Morris brings you his comprehensive one day boot camp style workshop:
“How to Bring the Customer Service Magic of Disney Right There Into Your Dental Practice”
At this FULL DAY EXCLUSIVE workshop, you and your team will learn:
All about the cost that poor customer service is having on your dental practice.
Vance Morris will provide you with multiple examples of the financial impact of what poor service is doing for your practice.
He will explain in detail how to clearly DEFINE the “Customer Experience” (CX) for your dental practice.
You will learn the TEN RULES for WORLD-CLASS customer service, including:
* Anticipatory Service
* You had me at “Hello”
* Customer Service as a revenue generator
* “Everything communicates”
Vance will also explain in detail the art of PROFITABLE Service Recovery, including:
* How PROFITABLE Service Recovery is a systematic business process
* How to uncover your opportunities for PROFITABLE Service Recovery
* You will discover how to anticipate the needs for recovery
* Learn how to Train and empower your frontline employees on PROFITABLE Service Recovery
And much, much more….
Best of all, you will discover Vance’s signature programme Systematic Magic.
You will learn how to easily Out-Serve, Out-Price and Out-Market your dental competition in ANY ECONOMY. Based off his 10 year experience at Walt Disney World in Orlando, Florida, Vance will reveal the 7 Magic Keys that Disney uses every day to create magic for their guests. This is the same system that Vance himself used while at Disney to create some of their iconic attractions.
At the end of the day, all attendees will leave with their own, personal blueprint to implement Disney style service in their dental practices, the very next day.
So if you’re looking for that competitive edge that’s going to set your dental practice APART from all of the other practices in your area, then book your dental TEAM into see Vance Morris NOW!!
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.
An email that came across my desk last week had me doing a quick doubletake.
Because the information contained in the email was frightening.
The email read:
“Recent Gallup research has shown that in Australia only twenty four percent of employees are engaged at work, and that a staggering sixty percent are not engaged and another sixteen percent of employees are actively disengaged.”
As a business owner, how do these statistics relate to your business?
As a customer, how do these statistics relate to businesses that you frequent and do business with?
Clearly, the degree of engagement, or DISENGAGEMENT of employees seriously impacts on the success of each and every business, because the attitude of employees at work impacts and influences the relationships that those employees have with their co-workers, their employers, and their customers.
According to the email, many employees surveyed by Gallup acknowledged that they could be up to twenty five percent more productive. [How do you measure that??]
The email continued:
“Gallup reports that the top two things employees blame for holding them back are poor management and lack of motivation.”
How can we address this “lack of motivation”?
Why is there a lack of motivation at all?
When I was working part time jobs while at school and at university, I was always motivated at work to do the best that I could do so that my employer would value me as an employee and see the benefit of having me as an employee in his organisation.
However, one thing I have found was that the motivations that I had back then and kept up throughout my working life are not shared by all people in the workforce.
Some people in the workforce seem very happy just putting in minimum effort at work and simply just trying to keep out of the boss’s way…
Obviously, the aim of business owners choosing employees is to try to employ only the right type of people and not to employ the wrong type of people.
The trouble is, that despite our best intentions as employers, the wrong types of people do, and will slip under our guard.
And we accidentally employ them.
So what should we do then?
What can we do to increase our levels of employee engagement within our business?
Can we even do that?
The email went on to suggest a few strategies for encouraging staff engagement. These were:
Build a culture in your business that is psychologically safe for employees and where it is OK for them to ask questions – where all staff members can speak openly about their issues and concerns including how they are feeling towards their jobs and especially if they are feeling bored
Hire for potential rather than proficiency. And hire for attitude – there is so much to learn from inexperienced staff with great attitudes because they look at things from a totally different perspective.
Keep your teams or working groups small to create higher levels of engagement and to foster greater innovation and creativity. Remember, your business’s competitive edges are more likely to come from within.
Provide context and meaning to your team for all of the tasks they need to complete – ensure that each employee knows exactly why each of the things they have to do are important, as well as who that matters to and why it matters. This will help them to keep focused on the end goal.
Set challenges for your team members without overworking them – vary up the nature of their work, rather than the amount.
Ultimately, being a business owner, and an employer, is difficult.
It’s not an easy task.
If it was easy, then everybody would be an employer.
But they aren’t.
At work, keeping your team engaged in valuable work can be a real challenge and requires a deliberate approach.
But, it will be worth it.
An engaged team will be more productive, much more creative and much more fun to be around.
For you. For your other employees. And for your customers.
*****
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….
Call Jayne on 1300 378 044 or email Jayne@theDPE.comfor more details.
*****
“How to Bring the Customer Service Magic of Disney Right There Into Your Dental Practice”
ONE TIME WORKSHOP Friday NOVEMBER 15 in SYDNEY.
Are you looking for that competitive EDGE for your dental practice in these questionable economic times?
History has shown that those businesses providing LEGENDARY WORLD CLASS Customer Service to their clients have not only survived, but THRIVED in during difficult times.
For the First time in Australia, Vance Morris brings you his comprehensive one day boot camp style workshop:
“How to Bring the Customer Service Magic of Disney Right There Into Your Dental Practice”
At this FULL DAY EXCLUSIVE workshop, you and your team will learn:
All about the cost that poor customer service is having on your dental practice.
Vance Morris will provide you with multiple examples of the financial impact of what poor service is doing for your practice.
He will explain in detail how to clearly DEFINE the “Customer Experience” (CX) for your dental practice.
You will learn the TEN RULES for WORLD-CLASS customer service, including:
* Anticipatory Service
* You had me at “Hello”
* Customer Service as a revenue generator
* “Everything communicates”
Vance will also explain in detail the art of PROFITABLE Service Recovery, including:
* How PROFITABLE Service Recovery is a systematic business process
* How to uncover your opportunities for PROFITABLE Service Recovery
* You will discover how to anticipate the needs for recovery
* Learn how to Train and empower your frontline employees on PROFITABLE Service Recovery
And much, much more….
Best of all, you will discover Vance’s signature programme Systematic Magic.
You will learn how to easily Out-Serve, Out-Price and Out-Market your dental competition in ANY ECONOMY. Based off his 10 year experience at Walt Disney World in Orlando, Florida, Vance will reveal the 7 Magic Keys that Disney uses every day to create magic for their guests. This is the same system that Vance himself used while at Disney to create some of their iconic attractions.
At the end of the day, all attendees will leave with their own, personal blueprint to implement Disney style service in their dental practices, the very next day.
So if you’re looking for that competitive edge that’s going to set your dental practice APART from all of the other practices in your area, then book your dental TEAM into see Vance Morris NOW!!
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.
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