A Business With Vision Will Always Be Sought After By Customers And Fans

A Business With Vision Will Always Be Sought After By Customers And Fans

Given the threat that concussion poses to the game of professional Rugby League football in Australia, Peter V’Landys the Australian Rugby League [ARL] Chairman was insistent this weekend that the future of rugby league depends on a continued crackdown on contact with the head and neck during tackles.

“Concussion, like it or not, is the biggest threat to this game, and the biggest threat it’s ever had…. I have a responsibility to give (the players) a safe working environment,” said V’Landys.

He went on to say:

“We need to eradicate any hit around the head. If we don’t, the whole future of the game in 10-15 years is in doubt”.

Some of the game’s biggest stars [past and present players] slammed the NRL’s [National Rugby League] crackdown on contact with the head and other infringements that resulted in eight sin-binnings of players in just two games on last Friday night.

V’Landys said:

“The customer has to appreciate that we want our players to have a future when they get out of the game.”

He continued:

“They [the past players] will get the message. I’m not going to listen to all the white noise coming from a minority because the future of the game rests on it being free of head injuries.”

What was interesting about this:

It was interesting to hear the ARL Chairman refer to the NRL fans and supporters as customers.

And he’s right… these are the people who follow the teams, who go to the games and watch the games on television.

Many of them live, eat and breathe NRL. They are loyal fans supporting their teams.

V’Landy’s reference to the fans as the customers and to the long term future of the game show him to be a visionary.

Although the current crackdown on rules [that have not been enforced as vigilantly as they should have been] is now apparently here to stay and is upsetting some traditional purists and current players of the game, ultimately the game must concede to the fact that actions on the field must also be consistent with the laws of the land.

And this is what the fans want to see… they want to see sport not slaughter.

There will always be accidents that will occur in sporting contests, but the crackdown now serves to eradicate carelessness and to have players concentrate and be more responsible and more purposeful with their on-field actions.

The fans, or customers will not continue to support a game that condones or ignores attacks on the head.

The mums watching the game will not be wanting their children to play and be subject to such physical trauma with long term health and wellness consequences.

Many businesses have failed to see….

Many businesses have failed to see and act on the changing  expectations of their customers. And the results of these blind failures have been catastrophic.

Kodak failed to see that their customers were wanting digital photography, and persisted with film for cameras.

At their peril.

Sure, we do need visionaries to blaze the trail where no one has walked before… and I believe V’Landy’s decision to ensure a future for players and the game and its fans, is the correct decision.

In your business…

In your business, are you looking to be the visionary owner that your customers are wanting to follow?

It is visionaries who have the businesses that attract and keep more customers.

Those businesses that react AFTER THE FACT are the ones who struggle to be truly great.

But what is the true secret to visionary greatness?

It is of course collaboration…. You need the right support network in your business to truly achieve great things…

*****

LIVE Workshop: Dr David Moffet and Jayne Bandy:

“How To Easily Run, Maintain And Grow The Ultimate Dental Practice In 2021”

If you’re sick and tired of drilling all day long, and not having anything close to what you deserve, to show for it… or if you’ve ever wondered, “What can successful dentists POSSIBLY know, that I don’t?”… then register for this LIVE workshop Friday July 30, 2021 in Melbourne, VIC.

Click here for more details.

*****

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.

Email me at david@theupe.com

 

The Best Way To Obedience Train Your Pet Dog:

The Best Way To Obedience Train Your Pet Dog:

Sometimes the things that are common sense aren’t common thoughts, and don’t become logical thought processes sadly, until after things go wrong. And after you have to fix the errors.

Training your pet dog in obedience training is a good example of this sort of process.

I started doing some research on the web about dog trainings, and the various types and ways of dog training, and the various results achieved by those different ways.

The thing about dog training, or obedience training is this:

EVERYBODY WANTS THE SAME RESULT!!

Everybody wants a dog that sits when you tell it to, comes when you tell it to, and never barks and never fights.

Lofty goals. Difficult to achieve without putting in the hard yards.

The same can be said about training people.

Training people for sports. Training people for music. Training people for singing and acting. Training people for employment and vocation….

If you want to train your dog there are many things you can try:

  • Try doing it yourself.

After all, how hard can it be? Dogs only have small brains…it can’t be that difficult to educate them?

  • Take your dog to obedience classes.

In these situations, groups of dog owners attend with their dogs [of different breeds] and of different levels of training. Depending on the number of attendees, you might be lucky to get five minutes of one-on-one time with the trainer.

  • Internet lessons and videos

Translating from the internet via you to the dog may be a disjointed process. And how do you the dog owner know that you are doing things correctly and getting the right message across to your dog?

  • Send your dog away to be trained

Do they beat your dog when you send your dog away? What happens there? You certainly end up with a very obedient dog…

  • Have private one-on-one lessons with just you and your dog and a dog trainer.

Kind of like having a personal trainer at the gym. There is education and accountability. And at each lesson the trainer knows EXACTLY at what level of training your dog is at, and what your dog has been doing between lessons.

There is no hiding in this type of training. And there is no fudging. It’s like those dreaded weekly piano lessons. If you haven’t been doing your scales and your practice, you WILL NOT And you will be found out….

I read an article on the web from The K9 Company about what dog trainers do not do, with a sub-heading simply put:

Why do professionals do things differently than non-professionals?

I’ll share the writer, Cat Saunders’s comments here:

“In almost all of my work with dogs, be it group dog obedience classes or an in-home personal training consultation, I am often explaining, as well intended their actions are, owners are inadvertently creating and or compounding many of the stresses and behavioural concerns they have with their dogs. As a society we learn a lot from our environment. If we see something that “looks” like fun, we often wish to try it ourselves. The tricky part is when we are dealing with a different species, often our well-intended actions are anthropomorphic [ascribing human attributes to a being i.e. a dog ], and can be quite detrimental to having a sound, confident and well behaved dog.  This is simply because we see something we believe to be a positive and good thing for our dogs, without knowing  the consequences of what you don’t know…. There are so many sources of information and the web is full of opinions, agendas and half science related articles and advice when it come dog training. It’s a bit like self-diagnosis, you can find “facts” to confirm any prognosis. When reading and researching on the web, it is important to remain objective and open minded.”

These are interesting observations…

As well intended as humans are, the results and effects of our use of Dr Google to be the solution to everything can often be harmful and irreparably scarring with respect of the original intention that we started off to achieve.

If we want to have an obedient dog that behaves perfectly, on all occasions, then the best results will be achieved by calling in the professionals rather than scouring the internet and composing a Heinz recipe on dog training…. And then trying to magically develop a super-power and become an overnight “world’s greatest” dog trainer.

And yet in dentistry:

And yet in the career of dentistry, seemingly well educated people [dentists] with high IQs suddenly decide that they will miraculously become HR trainers and train their team members in roles that they [the dentists] have never performed themselves, but have somehow researched about on the internet, and become an overnight authority.

And yet these dentists did not get their dental degree on the internet.

They learnt dentistry and the principles of dentistry over a number of years from people more knowledgeable and more skilled who were celebrated educators.

Seriously, it makes no sense to take a day off from doing dentistry to stay home and clean your house, and wash your car and do your lawns. You can pay someone to do these things while you can produce a lot more money doing a day’s worth of dentistry. In reality, the hired help will have the house and the car and the lawns and the gardens looking a lot better than the dentist could, in a fraction of the time.

So why would a dentist take “drilling time” off from his patients to do something like teaching his practice staff phone skills, when in the time it would take to be only “half good” at teaching something that the dentist does not do and has never done and never learnt, the dentist could have produced enough dental treatment to pay for ten to twenty lots of phone trainers and educators, who would do the job of training way, way better.

The business of dentistry is a crazy model.

I’ve written before about a friend of mine who went through a serious 16 week onboarding process to work for a national stationery supplier. And twelve of those weeks went by before she was allowed to interact with live customers.

Just to sell pens!!

Yet in dentistry, dentists often hire someone with “experience” to come and work for their practice, and then rely on that person bringing supposed skills  that a previous employer had given them, when those supposed skills may not actually be suitable and appropriate for their new practice and their new role.

Or dentists allow new team members to “practice” their processes on live patients of the practice.

If McDonald’s and Officeworks can invest so much time and effort into onboarding and educating their teams and getting things right from the get-go, then why do dentists on the whole do everything in an upside down and back to front and illogical manner when it comes to onboarding and training team members?

Like I said….

Like I originally said, sometimes the things that are common sense aren’t common thoughts, and don’t become logical thought processes sadly, until WAY WAY WAY AFTER things go wrong…

If you were setting off on a holiday, it would make sense to set the Google Sat Nav before you began driving rather than one to two hours after you’d started, just in case you inadvertently took a wrong turn early and you didn’t know that you had…

Because you might find yourself way off course, or way off track, because of your blind ignorance…

*****

LIVE Workshop: Dr David Moffet and Jayne Bandy:

“How To Easily Run, Maintain And Grow The Ultimate Dental Practice In 2021”

If you’re sick and tired of drilling all day long, and not having anything close to what you deserve, to show for it… or if you’ve ever wondered, “What can successful dentists POSSIBLY know, that I don’t?”… then register for this LIVE workshop Friday July 30, 2021 in Melbourne, VIC.

Click here for more details.

*****

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.

Email me at david@theupe.com

 

When Mistakes Happen, You Need To Be Able To Make Things Right….

When Mistakes Happen, You Need To Be Able To Make Things Right….

I GET customer service.

But some people do not.

And I understand that in every business, despite the very best intentions of owners and employees, mistakes and errors get made, and things go wrong.

The aim in service businesses is simple.

You need to make sure that errors are as infrequent as possible.

And you need to make sure that on those occasions when your business does happen to drop the ball, that you have the SERVICE RECOVERY PROCESSES ready and easily implementable so that your business can MAKE THINGS RIGHT for the customer in an effortless and seamless manner.

When your business can do this, on those odd occasions when things do not go to plan, while your customers may complain about the service defect that just happened, because your business made things right, those customers affected will be in awe at the way your business handles the defect through its service recovery processes….

A business’s service recovery systems and the way that business seamlessly swing them into action are what defines them as a business that cares unconditionally about their customers.

So let me tell you about this restaurant that Jayne and I went to last Saturday night…

There was a glaringly obvious service failure. [SERVICE DEFECT]

And there were several opportunities that the owner had to apologise, and did not. [ SERVICE RECOVERY]

Jayne and I were out of town for the weekend, playing golf, watching some footy, and visiting friends. The regional city that we were visiting was abuzz with people because of the football game that was on, the annual town show was on [livestock and produce], and there were a significant number of historians visiting for an annual historic society weekend.

So, on the Saturday night after some socialising with guests at our hotel in the early evening, Jayne and I went out to dinner….

Our booking was for eight o’clock. We arrived at the restaurant at 7:55pm, and the place was very busy.

And so, on our arrival we said to the lady who greeted us:

“You look very busy tonight. Is it because you’ve got the Show and the football and the Historic Society in town?”

And the woman replied very matter-of-factly:

“No, it’s like this, every Saturday night.”

Anyway, we were passed to a waitress, and shown to our table, which was upstairs on a mezzanine level directly above the kitchen.

We sat down, and the waitress returned with menus, and took our pre-dinner drinks order of two gin and tonics.

She returned again to let us know that for one of the types of gin that we had ordered, they had run out of, so we ordered again.

When she returned with the gins, we then ordered our meal.

The menu was Italian-style tapas food. The choices were either meat or vegetarian. There was no fish. So choosing was easy.

We decided on three dishes. We ordered the wild mushroom arancini, [3 pieces], with pickled mushroom, grilled mushroom, truffle mayo and parmesan. We also ordered a Funghi pizza, with sugo, buffalo mozzarella, fresh herbs and mushroom. And from the specials menu, we chose the Vincigrassi, a wild mushroom and spinach lasagne with truffle butter and fried kale.

Our meal was three plates. To be shared.

Now this was all done and ordered within the first ten to fifteen minutes of our arrival. So, by 8:10pm, the orders were placed with our waitress, who was very efficient.

We also ordered a bottle of wine at the same time that we ordered the food.

The wine was delivered to the table shortly after as an [already] opened bottle with two glasses, and just put down. We still were drinking our pre-dinner drinks.

It wasn’t served or poured, we weren’t asked to taste it. Nothing. Just put down. No words. Nothing.

Well, fast forward to 8:45pm which is 35 minutes later, and the mezzanine level where we are sitting is now only two thirds full…. our waitress returns, and we ask her if it was going to be much longer for our meals, because we had noticed that another table of two people who had arrived after we had, had been served three lots of food servings, while we hadn’t received anything.

And her comment was:

“Oh, they haven’t got to your order yet?”

Anyway, our order arrives at our table, all three dishes at once, one on top of the other, ten minutes later at 8:55pm.

And tapas-style is meant to be a “grazing” style of dining…

Then at 9:02pm, while we’re still trying to negotiate these three large shared plates, we are told that the kitchen staff were going home, and we are asked [persuasively], that if we wanted a dessert then we had best order straight away.

And we then said that we weren’t in a position to order dessert because with all this food in front of us we weren’t able to say AT THAT POINT IN TIME whether we would be physically able to fit the dessert in.

Or whether we would even feel like dessert after finishing our shared dishes.

We pointed out that this was because we had been waiting so long for our tapas dishes.

The waitress said:

“Oh, that’s okay.”

Anyway, five minutes later we are asked the same question again, with the suggestion that the kitchen is closing. And still we had plenty of food in front of us still to get through.

At this point we mentioned to the waitress that we were a little disappointed that nobody had come up from downstairs to explain why our meals had taken so long, especially when we had seen this later arriving table of two diners being served well before we were.

The waitress said that it had been a busy night, but we told her that the lady who greeted us had said that every Saturday night was like this, and so they should have been able to manage this level of occupancy.

[And at this point the upstairs mezzanine was not full].

Anyway, we didn’t order any dessert. We did not feel capable of enjoying the rest of our meal, and our wine, AND A DESSERT ON TOP.

When our three tapas dishes were finished our serving plates were taken away, but our very small, eating plates were still left on the table with knives and forks and used napkins on them. And they were left on the table for a considerable amount of time after, while we finished our bottle of wine. It was 9:55pm when these plates were finally removed from our table.

For that last 35-40 minutes, we sat there, enjoying the rest of our wine, but still with no sign of anybody coming up from downstairs to check on our table, and our state of well-being.

Here is our summation:

There had obviously been an error made.

It appeared that our food order had not been processed, and that is why our food arrived all in one go, and late. [Remember our wine order had been taken at the same time as our food order, and our wine had arrived at our table well before our food did].

But to think, that after all this, we were left sitting in virtual “restaurant Siberia”.

Nobody from downstairs came to see how we were…. The silence was deafening.

And as time wore on, and as no bill for our meal had arrived at our table [maybe they don’t bring bills to the tables?], we decided at this late hour to go downstairs to pay. When we brought our concerns about the events of the evening to the attention of the lady who had originally greeted us on our arrival, her reaction was not one of apology but rather one of excuse after excuse after excuse.

Her first comment was:

“We have been very busy tonight.”

I reminded her that when we arrived she had told us that  every Saturday night was like this, and so if them being very busy was the case then they should have anticipated this busy-ness and had the appropriate plans and processes in place to make sure that this sort of service failure didn’t happen to their diners and patrons.

The woman just brushed my comment aside.

We pointed out that the wine had just been “dumped” on our table. And we felt this was not good service because just previously, the same [male] server had come up and had spent a reasonable amount of time chatting with another table of diners.

We asked why nobody even came over to us at all during the evening, despite the waitstaff being made aware that we were unhappy with the very delayed service of our food.

And the woman said:

“Oh, we’re not fine dining, we don’t pour the wine here.”

[I would wonder what the wine manufacturers who are on the wine list would think of that?]

Anyway, there was no apology for the poor service.

And there was no apology for the severe attitude.

We said we thought that somebody would have just come up to let us know what had happened.

And she said:

“Well I’ve got a bad back I can’t get up the stairs.”

To which we thought well, get somebody else to come up and give us a message as to what had gone wrong.

When we shared our story with other people at the hotel where we were staying, they all said:

“They’ve forgotten your order.”

And that’s what happened.

For whatever reason, they forgot our order.

And for whatever reason, their service recovery was non-existent and their excuses were laced with bucket loads of attitude.

It was pretty poor to think that we waited 45 minutes to be served three tapas dishes all at once, and then got hounded for dessert orders while we still had the three plates there in front of us.

I thought tapas-style meals are meant to be served and consumed in a grazing manner. And this certainly wasn’t grazing.

I certainly was disappointed in the lack of service recovery and I was extremely disappointed in the attitude of the woman who greeted us and farewelled us.

And because of that I would write that this restaurant is pretty pathetic, in terms of service systems. I wouldn’t be rushing there for any special occasion.

The dishes we had were very nice, and very well presented. But this restaurant  does need some customer service skills to back up its food.

And that customer service was very, very lacking in this restaurant. And for a restaurant in a country town, which should be looking out for repeat business from out of town visitors, who would be returning regularly to that town, they need to do better.

Anyway, That’s it. One star from me. And that’s too many.

What should have happened:

As soon as the restaurant had become aware of the error [delay in processing the food order] someone from downstairs in the kitchen should have come up and owned up to the service defect.

And if that had been done, then probably everything would have been ok.

But nobody did fess up.

Instead they made excuses….

If they had have fessed up, then they could have massaged a small offer into the desserts menu, or offered a glass of dessert wine, as a gesture…

Something easy to offer, low cost, and easy to do.

But they did not.

And to leave guests who have been disappointed on their own, to stew about their disappointment, well that’s just dumb.

Sometimes an apology is all that’s needed.

In your dental practice:

When things go wrong, sometimes all that’s needed is an apology, and a small gesture, to make things right again.

It doesn’t take much, but it often does take something little to fix something that went wrong before it blows up into something much bigger.

*****

LIVE Workshop: Dr David Moffet and Jayne Bandy:

“How To Easily Run, Maintain And Grow The Ultimate Dental Practice In 2021”

If you’re sick and tired of drilling all day long, and not having anything close to what you deserve, to show for it… or if you’ve ever wondered, “What can successful dentists POSSIBLY know, that I don’t?”… then register for this LIVE workshop Friday July 30, 2021 in Melbourne, VIC.

Click here for more details.

*****

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.

Email me at david@theupe.com

 

The Secrets To Success

The Secrets To Success

I had an interesting morning one day this week… I was interviewed for a non-dental podcast. Here are some of the questions that I was asked, and my recollection of my answers to those questions.

What is the one piece of advice you would give to someone looking to become a high achiever?

The one piece of advice that I would offer someone looking to become a high achiever is to COMMIT to continued learning.

As a very good friend of mine always says:

“None of us is smarter than all of us.”

We all have the capacity to learn more.

Learning more should be our constant endeavour.

We should never stop learning.

But learning alone will not guarantee success.

Information will not guarantee success.

We need more than information. We need implementation.

We must put into action those things that we learn.

It is only the DOING that turns information into results.

David you grew your dental practice from $120,000 a year into a $3,400,000 a year business. People talk about 10x their business but you managed a phenomenal 30x growth. Can you share how you achieved such incredible growth?

What I did here was simple.

I sourced assistance from coaches to help me create the business that I ended up creating.

I always knew that my dental practice was a business, and as a business, I needed to treat it as a business.

And not treat it as a hobby.

So I needed to seek advice on how to grow a business and to NOT ALLOW  the business to stagnate or flatline due to ignorance or complacency.

Because, it can be easy to let your dental business flatline…. Heck, I let my dental practice flatline for four years because I thought that it was doing ok…. [after all, it had an annual turnover that was double what the average dental practice was doing.]

How wrong I was… that thinking was just SO SO wrong!

So I hired a coach.

And in the six years that followed I TRIPLED the annual revenue collections of my dental practice.

I achieved this result because I allowed my dental practice to be “performance reviewed” and I was open to suggestions and recommendations about the changes needed to improve that dental practice.

Following on from that that six year period, I then doubled the turnover of the practice AGAIN in the following five years, and then, in the next four years, added another one million dollars to the annual revenues.

All done by continued learning and continual implementation of what I had learned.

You sold your practice in 2007 and now teach your Ultimate Patient Experience to Dentist from around the world. Your results in practice speak for themselves, but there must have been a leap of faith in creating and starting the Ultimate Patient Experience?

Indeed. It wasn’t enough to know that I had done this and built this sort of dental practice for myself…. But my biggest concern was whether I could teach those same principles to other dentists to go away and implement them successfully in their own practices?

Fortunately for me I was able to gain immediate success.

My first client took her dental practice from a monthly collection rate of less than sixty thousand dollars per month to collections of over $150K per month in a time frame of only twenty months.

This was a phenomenal result for her, but it was positive reinforcement for me that my processes and methodologies were easily duplicatable and implementable for other dental practice owners who wanted to grow their practices.

Just about every entrepreneur has a daily set of rituals. Can you let us in on yours? 

I believe that if you don’t have your health, then nothing much else matters, so every day that I can I am up out of bed well before most people and then I’m outdoors exercising, walking for 10kms over ninety minutes, each and every morning.

This is because I believe you need to be as healthy as you possibly can.

And spending ninety minutes listening to music, breathing in fresh mountain air, and clearing my mind allows me to maintain my sanity, and a sense of piece as well.

What book would you recommend and why?

Lastly, in recommending books, I’m one for the classics.

That’s books authored by Jim Rohn, Zig Ziglar and Brian Tracy.

Along with any book written by Dan Kennedy.

These are all books based on the principle that there are no new fundamentals… just solid core principles.

*****

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.

Email me at david@theupe.com

 

Is This Really Happening On Your Dental Practice Phone?

Is This Really Happening On Your Dental Practice Phone?

I phoned a dental practice today where I had difficulty hearing what the receptionist was saying.

There was obviously a fault in the line, because I was unable to catch her name, and needed to ask her to tell me her name again.

“I’m sorry. I didn’t catch your name? What did you say your name was?”

The receptionist told me her name again.

I thanked her and said:

“Thank you. I must have a bad connection here on my end.”

She replied:

“No, it’s our end. People keep telling me all the time that we have a dodgy phone, and they can’t hear me.”

Here’s my thought:

If you know your phone is faulty, or your phone line is faulty, why not try to have it rectified ASAP?

And why not tell your callers when they mention it to you:

“Yes. We’re just in the process of getting that rectified.”

And then third party it and say:

“It’s something going on at the exchange…”

[I know, it’s a little white lie…]

By implication:

By implication, people calling this dental practice will feel that if the phones are wonky, then maybe the dentistry is going to be wonky there too…

And so by implication, callers who book appointments under these circumstances might be MORE LIKELY to reschedule, cancel, or fail to show for their appointments.

All because of the implication by association.

What other implications can be [falsely] made on a phone call? 

If the receptionist has their microphone or handset of the practice phone too close to their mouth so that the caller feels as if they [and actually does have to!!!] have to hold their own phone at arms length to their ear, this may imply to the caller that the practice doesn’t have any quality control checks and balances in place….

And maybe never will?

And maybe in actual fact the dental practice owners are unaware of the accidental message this situation is sending to potential new patients who call that practice?

Lastly…

If you’re going to put me on hold when I call your practice, please don’t have a message that plays every seven seconds and tells me how valuable my call is… and don’t leave me listening to this message for four or five minutes on end…

[Yes, this really did happen]

And really lastly….

If your dental practice website page “ABOUT THE TEAM” is really written all about YOU the dentist, and is written in first person [that’s “I did this, and I did that, and I am the greatest….”], then don’t let my call go to an answering machine message in the middle of a business day, where I have to make the decision to leave my number and hope you call me back, or choose to hang up and call another practice that knows how important it is to have an ACTUAL LIVE PERSON answering the phone during regular office hours…

Sadly, you can’t make this stuff up….

*****

LIVE Workshop: Dr David Moffet and Jayne Bandy:

“How To Easily Run, Maintain And Grow The Ultimate Dental Practice In 2021”

If you’re sick and tired of drilling all day long, and not having anything close to what you deserve, to show for it… or if you’ve ever wondered, “What can successful dentists POSSIBLY know, that I don’t?”… then register for this LIVE workshop Friday July 30, 2021 in Melbourne, VIC.

Click here for more details.

*****

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.

Email me at david@theupe.com

 

Pin It on Pinterest