Are Your Team Members Working Well Together?

Are Your Team Members Working Well Together?

It always disappoints me to see team members who do not help each other when there is a need for help presenting itself.

Sadly, sometimes some team members would rather see another team member flounder or fail, than to offer that team member assistance.

The team member who is in need of assistance may be in that situation because of a number of reasons:

  • They may not know how to proceed and complete the task or duty at hand
  • They may be overloaded with other tasks and not have sufficient time to complete all that they need to do
  • They may not know where to locate the resources needed to proceed with the task they are working on

In all of these situations, the old adage that I attribute to my dear friend Dr Ron Arndt rings true:

“None of us are as smart as all of us”.

And it is so true.

In fact the word TEAM is an acronym for:

Together Each Adds Meaning.

Team members need to know that the success of the business relies on the harmonious integration of their individual efforts and skills to create something greater than the efforts that one or two alone can create.

Sadly, from time to time, I hear and see instances in dental practices that do not exemplify the qualities and standards of excellence that we are striving to create.

When I hear an inexperienced team member struggling with a phone call enquiry from a caller wanting a first appointment, I wonder why that team member has been allowed to answer the phone while being “under-trained”, and I also wonder, if it’s an office manpower thing, why they simply aren’t trained to say:

“Mrs Smith, the person here that you really need to speak with about that and who can help you best is Becky. I can see that she’s just helping another patient here at the moment…. Is it OK if I take your number and have her call you straight back in five minutes? Would that be OK Mrs Smith?”

When an inexperienced team member gets out of their depth on a phone call, there is no winner.

  • The caller leaves the call frustrated and without an appointment.
  • And the team member drowns. They feel as though they have failed.
  • And the practice misses out on the opportunity of helping a patient in need.

Look deeply into what you and your team members are doing at your dental practice and see whether you have created unity and strength, or whether you do have weaknesses, and glaring weaknesses, in your team roster and your team’s performance.

If you are truly focussed on creating a great dental practice and a great dental team, you cannot brush over these weaknesses.

They need to be addressed.

*****

Online 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 unique online ZOOM workshop Saturday March 20, 2021

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

 

Creating The Supporting Pillars For Our Customer Service Vision Statement.

Creating The Supporting Pillars For Our Customer Service Vision Statement.

Last week I discussed the importance and relevance of having a Customer Service Vision Statement for your Dental Practice.

The Vision Statement is the WHAT that we create in defining our business.

Following on from the WHAT for our business we also need to create the HOW for our business.

The three Supporting Pillars for our Vision Statement are the “How” that we create for our dental practice.

Having a Customer Service Vision Statement and the Supporting Pillars are imperative as the First Step before we even take a look at the customer experience cycles in our business.

The Customer Experience Cycles are the step by step journeys that each of our customers or patients experiences each and every time that they visit our dental practices.

And putting it simply, if we don’t have the What and the How to apply to the Customer Experience Cycles, then it will be a much more difficult task for us to be creating The Ultimate Patient Experience for our practice, won’t it?

The three components or supporting pillars to the Vision Statement are:

  1. Quality
  • Service/Product

What are we delivering exactly?

  • Expertise

Are we perceived to be at the forefront of our field?

  • Technical

Is our product innovative and can we explain it in an interesting manner?

  • Operationally

Do we have all our ducks in a row with this product. Do we know what we are doing?

 

  1. Customer Interaction
  • Hospitality

Are we friendly and approachable with our customers?

  • Relationship

Do we see our customers as friends, or simply as patrons? Do we look at them from a financial point of view?

  • Connection

Are our team members really making that emotional “connection” with our customers?

  • Personalisation

Are our responses to each and every patient and customer tailored to each of those customers, as opposed to being of a generic or “vanilla”.

 

  1. Above and Beyond
  • Exceed

Are we looking for an opportunity to exceed the expectations of our clients and members and guests?

  • Opportunity

The opportunities to exceed our patients’ expectations are always there. We just need to grasp those opportunities as they arise.

  • Proactive

We must be actively on the lookout to be gathering those chances to our patients.

  • Unexpected

Patients do not expect exemplary service from a dental practice. That is why it is so easy to stand out from the regular “noise” out there in the community.

~

When we have the What and the How to apply to each of the steps of Customer Experience Cycles, then it will be a much more difficult task for us to be creating The Ultimate Patient Experience for our practice, won’t it?

*****

Online 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 unique online ZOOM workshop Saturday March 20, 2021

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 Numbers Tell The Story

The Numbers Tell The Story

It still drives me nuts that there are dentists out there “supposedly” running a business on hope and guesswork…..

Every day I am talking to dentists who DO NOT have a handle on their numbers.

No handle.

WHAT. SO. EVER.

Unbelievable!

But true.

I ask them:

“What’s your monthly collections?”

They answer me:

“Between $150K and $180K per month.”

Does anybody else out there see this as an odd answer?

Although those are impressive numbers, there is a major ALARM BELL going off in my head when I get told an answer like this.

Let me digress.

Meet “Bob* the Builder”….

[*Bob is not the builder’s real name]

Recently I heard about a couple who were doing some home renovations.

This couple had engaged a draughtsman to draw plans for their additions, and they asked a builder to prepare a quote from those plans.

Initially, the builder came back to the couple with a preliminary estimation for the renovations.

The builder said that if he were to build those additions, they would come to a price of between $750K and $900K.

The couple thought:

“That’s a fairly big target that the builder has allowed himself?”

The couple asked the builder if that price was inclusive of GST, and the builder said it was.

The builder then prepared a more detailed estimation for the couple…. And the price came in at …..

WAIT FOR IT……

$930K.

PLUS GST!!!!

Subsequently the couple chose to look for an alternative builder.

Because as we know, with building, the starting price is the price that the finishing price rises above from…..

So what is your point David?

The point is, that if the builder doesn’t know his rate per square metre, and allows a 20% variance, and then misses that range by between 12.5% and 35%, as a STARTING LINE PRICE, who is really going to play that game and swim in that pool with that builder?

And to that point, if this dentist is saying that his monthly collections fall into a 20% variance, or $30K, which one is it?

Because $30,000.00 is not loose change….

$30K is a significant amount of money….

On a monthly basis.

The clients I love talking to….

The clients I love talking to know their numbers.

“David, in January we collected $155,364.00 and saw 37 new patients.”

This is what I want you to tell me.

I want exact numbers.

I want to know what you are recording and what you are measuring.

If your dental receptionist receives ten new patient enquiry phone calls on Monday and turns six of those into booked appointments, is that a better or worse result for your practice than on Tuesday, when she only makes two appointments from three phone enquiries?

What do you thin?

Numbers tell stories….

Numbers tell the stories.

I don’t want to hear stories.

I want to see the numbers.

I want the data.

Because the data will give me the REAL STORY.

When we know the real numbers, we know the real story.

End of story.

*****

Online 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 unique online ZOOM workshop Saturday March 20, 2021

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

 

Does Your Dental Business Have A Clearly Defined Customer Service Vision Statement?

Does Your Dental Business Have A Clearly Defined Customer Service Vision Statement?

Your dental practice needs to have a Vision Statement.

I hear you ask:

“What’s a Vision Statement?”

And I hear you say:

“We’re only a small business. Why do WE need to have a Vision Statement? Aren’t those for bigger businesses?”

The Disney institute defines a Vision Statement as:

“A company’s Service Vision serves as a rallying point across the organisation by being the one thing that all employees have in common no matter what the individual job or title may be.”

And that clarifies it:

It is the one thing that brings every employee of the organisation together as one.

The Vision Statement is THE ONE THING that all employees have in common.

In unison.

When James McManemon, General Manager of The Ritz-Carlton was asked:

“If you were starting a new business, any business, and wanted to make customer service your value proposition, what would you do first?”

He replied:

“The first thing I would do is create the Service Vision for the Company. Be crystal clear with what the company’s vision is, and be able to articulate that extremely well. Then I would hire talent based on that same belief, only adding employees that share those service values, and finally create the processes and training to achieve that Service Vision.”

Let’s look at that reply piece by piece:

  1. Create the Company Service Vision

It is up to the leadership to create the vision for the company.

Often it is the owner of the business who sets the vision he wants for his business.

2- Be crystal clear with what that vision is.

It is only with clarity that we can create true purpose of action.

Our employees and our customers look to the leadership to provide clarity of purpose.

3- Be able to articulate that vision very well.

The ability to explain the purpose and mission of our work is what attracts employees and customers to our business.

4- Hire talent and employees based on that same belief, only adding people who share those same service values

These values are a filter. Do not try to instil these values on those who do not have them and those who do not understand them.

The people who have these values are out there in the market place. We just need to locate them, not invent them.

5- Create the processes and the trainings to achieve that service vision.

Telling your employees about the vision, and SHOWING your employees a step be step process that helps them to BUILD AND CREATE that vision, are two very different things.

~

The Vision Statement is the WHAT that we create in defining our business.

Next week I will discuss the HOW for our business. The three Supporting Pillars for our Vision Statement are the “How”.

*****

Online 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 unique online ZOOM workshop Saturday March 20, 2021

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 Three Reasons Why Actively Retaining Your Loyal Customers Makes Much More Business Sense

The Three Reasons Why Actively Retaining Your Loyal Customers Makes Much More Business Sense

I’m often asked why a dental practice, or a business for that matter, should bother to focus on improving customer service and customer retention?

I am asked why I do not encourage dental practices to believe that customer leakage is simply a fact of life, and that dentists need to embrace this fact, and deal with the conclusion that it is simply easier for them [the dentists] to seek out more new patients to compensate for the attrition of existing patients.

But to me, this scenario has always been one fraught with danger.

What if your practice was in a small town with a very close-knit population?

Wouldn’t your business then be subject to rumour and innuendo, much less than to truth and fact, that could adversely impact on the health and reputation of your business?

I was always alarmed when I attended local dental meetings and heard dentists telling each other:

“I saw over 100 new patients last month.”

…. and numbers just like that or larger.

Because when I hear of single dentist practices seeing such large numbers of new patients, I wonder whether those new patients are being fully serviced, and retained, or whether they are simply being CHURNED?

Churning is not good business practice. Here’s why:

My mentor Dan Kennedy says that what it costs a business to replace a customer lost, is dramatic.

Because, he says, the true value of a customer must be measured in three specific ways:

1- The profit on the initial purchase

What is a new patient worth to your practice? What does the “average” new patient spend at your practice, or really, what is the total amount of money spent by all new patients in the first two years of them becoming a patient of your practice, divided by the number of new patients in that period of time.

When we know what that dollar amount is, then we can safely say, moving forwards, that for each new patient scheduled in our books this week, their average first-two-year spend in our dental practice will be $xxx.

Once we know what the “average” first -two-year spend is, we need to calculate our profit from each patient acquired during that two-year period.

2- The profits on repeat purchases over the lifetime of the customer

What is the average lifetime of a patient in your practice?

How long, how many years does a new patient keep on returning to your dental practice to see you?

Is it five years?
Is it eight years?

Is it thirteen years?`

How much do they spend at your dental practice during these many years of loyalty?

And how profitable has their treatment been during their time as a patient with you?

3- The profits on the referrals to your business by those existing customers, providing you with customers you did not have to go out and pay marketing money to acquire

How many referrals does each patient bring in to your dental practice?

And what is the dollar value of each referred new patient, compared to the dollar value of new patients that come from specific sources of marketing.

Usually referred new patients have already been told about how good we are by their referrers. So they are more accepting of treatment that we present to them because of this personalized introduction.

~

Kennedy says that losing an existing customer costs you all that money above plus the additional cost to replace them.

He says that every customer or patient that you lose then costs you twice as much as it does just to get another new customer.

Because of this, Kennedy says that in reality keeping customers is a bigger profit centre to your business than acquiring “cold” new customers.

*****

Online 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 unique online ZOOM workshop Saturday March 20, 2021

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

 

Have You Ever Received A “Clayton’s Gift”?

Have You Ever Received A “Clayton’s Gift”?

Have you ever been gifted a gift that’s been overly difficult to redeem?

I’d call that a CLAYTON’S GIFT…. The gift you get when you’re not getting a gift…

[Reference to the infamous non-alcoholic beverage made by Clayton’s back in the 1980s…. under the slogan: “The drink you have when you’re not having a drink….”]

You know the type…. Like a “cash-back” deal when you buy something… Really? Why can’t they simply give me a discount on what I pay at the time that I buy?

You get the gist…

My sister gifted me a Hyatt Gift Card for my significant birthday 17 months ago…

Now the amount on the gift card is also very significant.

But….

The back of the card reads “this card expires 12 months from the date of issue.”

It also reads that it is “valid in Australian Hyatt properties only.”

So, I decided that I wanted to use it in August 2021 at the Park Hyatt in Sydney. With a Sydney Harbour waterfront and Opera House views, the Park Hyatt Hotel in Sydney is regarded by many as Sydney’s Number 1 Hotel. [I have stayed there before]

But, and it is a big but, when my wife and I on several separate occasions phoned the Park Hyatt Hotel in Sydney trying to book accommodation using the gift card, we both felt as though the staff that we dealt with had tried to DISTANCE THEMSELVES [the Park Hyatt Hotel Sydney] from Hyatt [the parent company].

My wife and I on separate occasions were both informed that my gift card may not be accepted at the Park Hyatt Hotel in Sydney, and that the card may only be accepted at OTHER run of the mill ordinary plain Hyatt Hotels.

I said, that with all of the COVID related travel issues, we had not been able to visit Sydney to use the gift card before their supposed 12 month expiry time [mentioned on the back of the gift card], and that we were calling in advance now to confirm that the gift card still had value. [We live two hours drive from Sydney now]

Now, I know that the mention of the words “Park Hyatt” and “Hyatt Hotels” may immediately turn off a lot of people.

[“Who cares about those posh people and their posh hotels?”]

But this is about honouring a gift card.

This is about all businesses and the whole gift card industry.

The gift card and gift voucher industry has been proven to be a REAL SHAM. Many an organisation has been seen to have snatched money from unused gift cards and stuffed it into their own coffers without any exchange for goods or services, simply because the card or voucher has over-run its expiry date.

When really, businesses can easily account for funds received from unredeemed cards and vouchers as an asset in their company ledgers.

And as such, these cards should never have an expiry date. They are, in reality, unused credit for future transactions.

As I said to the Park Hyatt Hotel staff that I spoke to on the phone, it just seems wrong that my sister has gifted me a gift card for my significant birthday, but the Hyatt organisation, by putting this 12 month “Use By” expiry note on the card, has snaffled the gift for themselves without even a care in the world as to the ETHICS of their actions…

The story continues:

So here’s where we are at this morning.

Online, I have been able to access information that the gift card has a three-year expiry and that I still have nineteen months to use the card.

Obviously this is in line with national consumer legislation enacted to prevent the values of gift cards from being snaffled up too quickly.

Secondly, online, I was able to access the Park Hyatt Hotel reservations from the Hyatt parent company website, so there is an umbilical connection there despite the information that I had received on the phone from Park Hyatt staff implying a disconnection between this Hotel and the parent group.

However…

Using the gift card to pay in part towards the accommodation we seek, is also proving a challenge.

With COVID-19 restricting and limiting airline travel, I have often used [accumulated] Frequent Flyer Points to purchase hotel accommodation.

So I tried to use “points plus pay” to book the accommodation at the Park Hyatt Hotel. [This is not a Hyatt problem I’m unpacking here].

I can purchase the accommodation on the dates I’m looking for using points plus pay on the Qantas website. But I need to use a credit card, it seems, for the “Pay” part, not a Hyatt gift card.

Looks like I’m having to get back on the phone to the people at the Park Hyatt Sydney for assistance…

Do you think I’m looking forward to doing this?

The moral of the story….

Again, I know that this story appears to be about posh people and posh hotels, and the average man in the street doesn’t care if posh people are hard darn by, EVER, but the culture here of making things difficult for the customer, rather than making things as pleasant as possible, well that culture purveys itself across the gift card industry quite a lot, and across the hotel industry too from time to time.

This article should be a wakeup call to those organisations that behave in this manner of making life a little bit more difficult than it needs to be.

Ultimately, I’d have been emotionally much better off if my sister had gifted me cash rather than a gift card for my birthday.

And therein lies the irony.

I am being punished for being gifted a gift card that bears the Hyatt name.

And in reality, I don’t think the owners of Hyatt would be too impressed with what’s happened to me on a grass roots level.

The staff that we dealt with at The Park Hyatt need to realise a couple of things:

Firstly, if the gift card bears the Hyatt name, then they, as Hyatt employees, need to own the problems that that gift card has created, and they need to have the Service Recovery processes in hand to make things better.

And make things better quickly.

And secondly, the staff that we dealt with at the Park Hyatt also need to know that the “gift” is actually me, to them. I have been gifted as a customer to them, the Hyatt, by my sister. And so far, these staff, have not offered me any “warm and fuzzy” experiences.

Now that we know that the gift card has another 19 months to run, my wife and I are thinking that we’ll probably stay somewhere else in August, and use the card at another Hyatt Hotel another time.

Stay tuned for the next instalment….

*****

Online 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 unique online ZOOM workshop Saturday March 20, 2021

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

 

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