Last Saturday night at the farm we finally got around to igniting a huge burn pile in our top paddock that had been there, and been growing, for the past seven years.
We decided to create this bonfire last Saturday as celebration of my upcoming birthday, and we invited a few neighbours around to share in the warmth and enjoy a bottle of wine and some pizza.
Pizza is great with bonfires as you can easily dispose of the pizza boxes into the burning fire.
When I phoned for the pizzas, I was mindful that an order of six very large pizzas could have a detrimental effect at the restaurant to their regular flow of pizzas to the local eat in and take out diners.
The pizza restaurant was very friendly on the phone.
They took the order down easily, and then let me know the estimated time for pick up.
After I had gotten off the phone, I realised that we were sending one of the adult children of one of our guests to collect the pizzas, and so I decided to call back the restaurant to make payment over the phone.
When I called back [it was only a few minutes after placing the order] the lady who had taken my order apologised to me because she said that for large orders the restaurant takes payment over the phone, and she had erred in not doing this.
I happily paid over the phone, and thanked her for taking the order, as it was a large order.
Her response to my thanking her was to say:
“No, thank YOU.”
At all times, on both calls, this lady was professional and appreciative.
She was a pleasure to deal with.
How many times is this not the case?
How many times have you phoned a business and felt as though you were not even being treated as if you were good enough to be a number?
Let alone being treated as though you were a valued customer?
Or had the potential to become a valued customer?
How many times have you phoned up a business and been made to feel as though you were an inconvenience or an interruption to that person who answered your call.
At our dental practice, we want every person who phones in to feel as though the person answering the phone has been waiting all day just for them to call.
And when that phone call is over, we want that caller to be so looking forward to the appointment that they have made with such anticipation, that the caller is actually hoping that our office will call to bring that appointment forward.
When we look at the phone call from the callers’ points of view we see there is a whole OTHER perspective that needs to be considered.
And when the caller understands and feels the respect that our business shows them, the caller, then we have gone a very long way towards creating a valued [and kept] appointment.
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.
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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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