Why You Don’t Need A Coach For Your Business

Why You Don’t Need A Coach For Your Business

The reason people and businesses hire a coach is because they want to be better.

They feel that there is a weakness that they know of that they need to improve, or they feel that compared to others they could be performing better.

Or they feel they are going along OK, but they know that there’s something they don’t know, that they should be doing, that will help them perform better…

It may be they need a coach for the sport that they play.

It may be that they need a coach for their business.

But….if you don’t want to be better, then you don’t need a coach…

Let’s look at sport

Let’s take a look at golf…. golf is one of those games that every player can improve how they play. Whether we are talking to seasoned pros, or rank amateurs, they can all do something better to improve their games.

PGA golfers are the elite of the sport, playing golf for a living. And playing it very well.

Despite how good the PGA golfers are, they  all have coaches to help them improve their games.

It’s their livelihood.

They have coaches for their swings, their putting, their mindsets, their fitness, and their strength….

And these are the players you would expect to know it all…

But they don’t.

And they each understand that to gain that competitive advantage, to improve, they each understand that they can’t do it on their own.

The interesting thing is that a golfer can’t see what’s going on in their backswing while they have their eyes focused on the ball they are about to hit. That’s where the eagle eye of a coach becomes important.

A coach brings that extra set of eyes.

And a coach also brings that wealth of experience from all the work they do with other players and clients, both past and present.

And that’s a wisdom that one PGA player on their own can never have…

In business it’s pretty much like golf….

Business is very much like golf.

Firstly, a business owner can be so focused on the day to day minutia of running their own business that they fail to see everything that’s happening outside in the big wide world, much to their own detriment.

And sometimes just like a golfer and his backswing, the business owner gets so caught up in the running of their own business that they fail to see the whole picture of what’s going on in their own business.

When my wife took up golf…

When Jayne wanted to play golf, the first thing I did was get her to have lessons with my golf coach for several months so she could be taught exactly what to do and what not to do by someone who knows how to explain the golf swing.

And although Jayne plays golf less frequently these days than she used to, those fundamental principles she learned when she began playing golf have stayed with her.

My story is quite different. I learned how to play golf by trial and error…no lessons… and it was tough.

When I finally decided to become serious about my golf, at the age of thirty-one, I found a golf coach, and was able to take my game from a 22 handicap down to a 12 handicap in six months.

And golf became far more enjoyable.

As a dentist and business owner…

Between 1992 and 1996 I was told by those in the know that my dental practice was doing well. I was told my practice was doing double what the average dental practice was doing…  I was told I was doing OK and so I thought that I was doing OK….

Until I met a dentist doing double what I was doing, in a dental practice in a lower socio-economic area than where I was located.

I knew then, that I needed to find out what he was doing…

And the difference was, he had a coach.

So I hired a coach for my dental practice

In 1996 I hired a dental coach.

And it was a disaster. My coach and I did not get on at all, and we ended up in court.

But I knew that the problem was not the coaching. The problem was that coach.

And so I hired my second coach, who I worked with from 1997 until 2002, and in that six year period I tripled the production of my dental practice…

With additional coaching, from 2002 to 2007, I was able to double my dental practice production again, and from 2007 to 2011 with more coaching, I was able to add another $1M to my collections…

With that total of 15 years of coaching, I was able to grow my dental practice turnover by some 8.5x.

None of us is smarter than all of us

A good friend of mine used to always say:

“None of us is smarter than all of us”

meaning, that trying to work things out on our own was not the correct solution path to follow.

Some people feel that because they have excelled at school and university, that in their business career they should be smart enough to solve every obstacle that comes in their way.

Sometimes that intelligence is actually an obnoxious arrogance that hinders these people from reaching their true potential.

Dr Omer Reed told me in 2010 that 95% of dentists in the USA reaching the age of 65 cannot afford to retire because they haven’t created a retirement income that can replace their practicing income. So they have to keep working to maintain  their lifestyles.

They haven’t accumulated sufficient wealth along their life journey to fund their retirement.

And that’s a tragedy, when you consider what a GIFT the ownership of a dental practice truly is…

My aim as a coach is to help as many dentists as I can be in that top five percent who can retire when they want, to where they want, and do what they want…. without a worry in the world…

*****

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

 

Are You Employing The Right Gatekeepers?

Are You Employing The Right Gatekeepers?

A friend of mine who helps dental practices with their finance for purchasing new equipment once told me a story where on this particular day, a dental receptionist that answered his call had literally slammed the phone down in his ear with such force, and with such hostility, that my friend was truly shaken.

What my friend said to me about this incident was quite interesting.

My friend asked me whether he should tell the dentist whose practice he had phoned about this incredible behaviour.

Because the dentist had no idea that this woman was REPRESENTING HIS BRAND in this manner.

I see this all the time…

I phone dental practices for a living.

And I ask to speak with the dentist.

I introduce myself, I find out the name of the person I am speaking with, and I ask if I can speak to the dentist.

If the dentist is with a patient, I make a point of not disturbing the dentist and simply ask the person answering the phone to pass on a message to the dentist, asking the dentist to phone me back when they [the dentist] have a couple of minutes to do so.

You’d be surprised…

You’d be surprised that there are dental receptionists who still feel that it is ok for them to be rude to me when I politely and courteously ask them to do this.

These rude receptionists really don’t realise the flow on effects of  behaving so rudely to non-patient phone calls. After all, the caller  could be a maven who might happily be a recommender of their dental practice.

But now will not.

Because they [the receptionists] have been so rude.

And with our clients….

Sometimes when listening to phone call recordings in our client offices we occasionally hear an employee speaking rudely to a non-patient calling the practice

And like I said above, just because the caller isn’t phoning to make a booking, doesn’t mean that this caller won’t know someone in the area who might need a new dentist, or know someone who is a patient of that practice that could be thinking of changing dentists.

The best referrer at my dental practice..

At my dental practice the person who was the best referral source for me was a real estate agent [realtor] who referred one of his tenants to me… that tenant was a dentist who was retiring who was going to close his practice.

As a result of this referral, the retiring dentist gifted me his patient files, and diverted his office phone to my phone, and that referral ended up being worth over $880K worth of dentistry to my practice over the ensuing four years… all from a realtor.

Imagine how different that story could have been if someone in my practice had decided to be secretly rude to that realtor?

Who is representing your brand?

Is everybody on your team truly representing your brand?

Do all your team members lead with their best foot forward, all of the time?

For my friend the financier, his experience was not a one-off experience.

Sadly in dentistry, because of front office isolation, there exists an opportunity for some employees to behave badly when they think that nobody else will find out…

In 1998, I had to make the decision to let a long-term employee of my practice go, because her behaviours with patients in isolation from the rest of the dental team were not in the best interests of the dental office.

The employee who replaced this team member was such a breath of fresh air to the practice that the difference to the business was palpable.

We never looked back…

*****

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

 

Get Your Stuff Right Now, Not In Three Years’ Time…

Get Your Stuff Right Now, Not In Three Years’ Time…

Last week Australia’s national airline Qantas announced that it was placing an order for new aeroplanes that would allow the carrier to fly non-stop from Sydney to London and non-stop from Sydney to Paris and non-stop from Sydney to New York…. starting in 2025.

The announcement stated that “the airline will order 12 Airbus A350s capable of flying direct from Sydney to international cities like New York and London by the end of 2025”.

That’s a long way off into the future…

Timewise, the end of 2025 is a long way away.

It’s like more than three and a half years away…

A lot of things, more important things, could happen in that three and a half years…

Who would want to wait three and a half years for a birthday present?

Imagine being told that that birthday gift that you’d always wanted will be yours… in three and a half years’ time!

Who would really wait that long?

The Qantas announcement really is a CLAYTON’S announcement…. it’s the announcement you make when you haven’t got an announcement to make.

[Clayton’s was a non-alcoholic mixer drink promoted in the early 1980s with the advertising slogan “the drink you have when you’re not having a drink”.  As a result, the word “Clayton’s” was used liberally to describe any item or process where an inferior replacement was substituted for the real item]

Really?

Qantas, an announcement like this is really poor form. It comes at a time where the airline has had to apologise to customers for excessively excruciating LONG wait times on the phones at their call centres.

It comes at a time where it seems that Qantas is having difficulty in getting back into the habit of running an airline, with long delays at airports in processing passengers to fly, causing passengers to spend more time on the ground at the departing airport than they spend in the air on a domestic flight.

And really, with more people flying domestically than internationally at the moment, and more Australians actually not flying, and not flying Qantas, the announcement of non-stop flights to glamorous destinations in 44 months’ time is about as relevant to the average Joe as announcing that Elon Musk will be flying Australians up into space….

In your business…

In your business, your customers really want to know what you’re going to be doing for them TODAY  that’s going to improve their experience TODAY. What your business has planned for 44 months’ time is of little relevance to your customers today.

After all, forty four months is a long time in business.

In that time, your disgruntled customers could have changed to another provider of the same service.

And changed again.

And changed again.

So here’s my advice:

Get your own shop in order first.

Your customers don’t give a rat’s about what you’ve got planned for 44 months’ time.

What they really care about is what you’re doing for them today, to make their decision to stay with you as a loyal customer a slam dunk.

*****

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

 

Getting Your Ducks In A Row

Getting Your Ducks In A Row

We hear some crazy stuff being said on dental office phones.

And it’s not just crazy stuff being said by callers who can’t speak dental lingo… its real crazy stuff being said by the dental office team members. It’s stuff that makes me wonder what the heck these people are doing answering the dental office phones?

After all, you wouldn’t want to go to a dentist who wasn’t educated and trained and registered in the necessary skills required to perform dental procedures on paying patients?

Would you?

And you wouldn’t want an unskilled person pretending to be a radiographer and dialling up the incorrect amount of radiation?

Would you?

Then why would any business owner allow someone unskilled and untrained in the art of phone communication to answer their business’s phones?

And if the telephone is the lifeblood of every business, supplying a never ending supply of new business enquiry calls, why would any business not employ the best and most highly skilled and trained people to answer those incoming enquiry calls, in the best, and most polite, and most productive manner?

And why would those business owners not keep those employees accountable for their performances, and have them coached and trained by highly skilled coaches?

It just makes no sense not to do that…

From what we hear…

We listen to incoming calls at the businesses we coach.

And let me tell you this… there are a lot of times during those calls where employees answering those calls DROP THE BALL and deviate from the ideal phone call structure, and turn off new customers making genuine enquiries.

And the worst part about this is that because the employees are not focused on the results they should be achieving, and are not focused on solving the callers’ problems, they are oblivious to how poorly they are performing.

And they are oblivious to the fact that their poor performance is dramatically affecting the income that their employer’s business should be making.

In dental…

In dental we often hear employees answering the phone who are so focussed on being SLOT FILLERS in an appointment book that they fail to remember that their role is to be a PROBLEM SOLVER for the caller first and foremost.

And they treat the appointment as being a time and day thing only. They fail to remember that the appointment is for treatment of disease and pathology for that person. There is a REASON for every appointment…

You can’t make this stuff up…

Recently we heard a call at a dental office where the caller was inquiring about a consultation appointment they needed to make to discuss ALL ON FOUR treatment, and was told no appointment was available for some two months or more.

Meanwhile, at the same practice, we heard a caller with a toothache being given an appointment the next day, and another caller with a broken tooth [not hurting] being scheduled for early in the next week…

Now, all of these three types of appointments would have been thirty minute appointments, but the ongoing treatment from each of these three initial appointments would have been significantly different.

The consultation for the ALL ON FOUR treatment could have resulted in an ongoing treatment plan of significant investment for that patient, and just to be clear, a caller enquiring about ALL ON FOUR treatment is usually at a point where treatment is imperative, and there are no other options, including delaying.

So for that caller to be told that they couldn’t have been seen at this practice for two months, well that’s certainly a MOOD KILLER of a move… the caller would most likely just hang up, jump on the web, and google search and phone another dental practice that could see them for that consultation sooner…

There’s nothing surer.

In this case, on this phone call, the caller wasn’t even offered any “hope” by the dental employee who took the call.

And fortunately for this practice, we heard the call and were able to talk with the employee, the team, and the owner of the practice about the call, and about making sure that this sort of gaffe did not happen again.

But in most practices, that don’t record their calls, and don’t have coaches, this sort of stuff just goes on and on and on… undetected, forever.

One ALL ON FOUR case not scheduled each week is equal to about $3M annually of treatment not being done in your practice but being done elsewhere…

And think about all the unscheduled restorative and orthodontic work that’s also leaking out of your dental office phones…

Nobody wakes up one morning…

Nobody EVER wakes up one morning and jumps on the piano for the first time in their life and plays Beethoven’s Fifth.

Nobody EVER wakes up one morning and picks up a Taylor Made Driver and wacks out a 300 yard drive.

These skills need to be learned.

And perfected.

By teaching, and coaching.

And they can be learned…

Just like how to answer the dental office phone well can be learned.

A well answered phone is a joy to listen to, just like a well-played piano.

A poorly answered phone is painful to the ears… because it’s opportunity wasted….

*****

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

 

Do You Have Your Priorities In The Right Order?

Do You Have Your Priorities In The Right Order?

A long time ago when our children were little, Jayne and I rented a house in a new development in Castle Hill in western Sydney. The homes in this new part of Castle Hill had well-kept and well-manicured gardens and presented beautifully to those who drove through the suburb.

What surprised me when we lived in this newer development was the number of homes where two EXPENSIVE European cars were parked in the driveway overnight each night, when all these homes had double garages as part of their home floor plan.

Often when I walked past some of these homes and the owners were home and the garage doors were up and open, I would see that the garages were full of boxes and “junk”.

It made me wonder why people would put their expensive cars out in the wind and the rain and the sun and the heat, while the protective space meant for those cars was occupied by boxes and boxes of “stuff”  that wasn’t worthy of a place inside these people’s homes?

It’s a metaphor…

It’s as if these people have their values confused…. these two expensive European cars are often their second and third most valuable assets, after their family home.

And the “stuff” that’s in the boxes that is not worthy of a place in the home, but that people have an “emotional attachment” to, is somehow perceived as being of more value, when in reality, it is of little or no value.

Sometimes I see….

Sometimes in my travels I see businesses that have rooms filled with “junk” or with six month’s supply of unperishable stock. These rooms are costing a premium rent and could be better used by the business for income generating purposes, while the junk could be thrown away and the stock could be moved to an offsite storage location [with a much lower rental] that allows access when needed.

For example, I see dental practices where another dental chair and treatment room is being sacrificed for a junk room or a storeroom housing a six month’s supply of dental bibs and gloves.

Sometimes we do it mentally….

Sometimes we allow junk to enter our minds and occupy valuable space that our minds could be using for productive purposes, like business thoughts or thoughts of the heart.

Are there items in your head that you need to dispose of so that those thoughts of value can be restored to “front of mind”?

Sometimes we just need to step back and take a good look at exactly what we are prioritising… in our homes, and in our heads.

*****

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

 

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