Getting Things Right When You Get Things Wrong

Getting Things Right When You Get Things Wrong

Not everything goes to plan.

Despite our best intentions, there will always be those moments during the day when things go a little differently to how we had planned.

You know what I mean.

I’m talking about those moments when we DO realise that things could have been done a little better than they were done.

Sometimes, and we all do think this way, wouldn’t it be nice if we could rewind our day and erase those moments,  and insert new moments when things go a little better.

But we can’t.

That’s the beauty of life. Or a fact of life.

Once time has gone, it’s gone.

We cannot go back.

So we need to make sure we are doing our best at all times.

There will always be times when we could have done better.

When things do go wrong at your dental practice do you have protocols and systems that immediately swing into place to rectify and correct whatever went wrong?

How are your service recovery processes?

SERVICE RECOVERY is defined as those processes that our business initiates when a service defect is recognised to have occurred.

Our dental office’s service recovery systems and the way we seamlessly swing them into action are what defines us as a business that cares unconditionally about our customers.

In your dental practice, you need to be able to execute your service recovery processes immediately, without hesitation.

While these customers may complain about the service defect that has just happened, they will be in awe at the way our business handles that defect through its service recovery processes….

We need to be able to right the wrongs as soon as possible.

Empowering team members so that they can execute our service recovery processes seamlessly will go a long way towards establishing our dental practice as being truly a provider of World Class Customer Service.

Truly exceptional.

Your dental practice needs to mandate a policy and a culture of fixing any defects immediately, and of going Above and Beyond in rectifying those defects straight away.

Going to the dentist is not a fun experience.

Your patients would all rather be somewhere else.

It is our duty to make sure that their experiences at our practice are always truly World Class.

Our reputation in the community depends upon it.

*****

Need your phones monitored?

Are you concerned about the number of calls that are not being answered as best they can be?

You need Call Tracking Excellence.

For the cost of a less than one cleaning per week, you could have your phones being answered much much better….

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.

*****

“How to Bring the Customer Service Magic of Disney Right There Into Your Dental Practice”

ONE TIME WORKSHOP Friday NOVEMBER 15 in SYDNEY.

Are you looking for that competitive EDGE for your dental practice in these questionable economic times?

History has shown that those businesses providing LEGENDARY WORLD CLASS Customer Service to their clients have not only survived, but THRIVED in during difficult times.

For the First time in Australia, Vance Morris brings you his comprehensive one day boot camp style workshop:

“How to Bring the Customer Service Magic of Disney Right There Into Your Dental Practice”

At this FULL DAY EXCLUSIVE workshop, you and your team will learn:

All about the cost that poor customer service is having on your dental practice.

Vance Morris will provide you with multiple examples of the financial impact of what poor service is doing for your practice.

He will explain in detail how to clearly DEFINE the “Customer Experience” (CX) for your dental practice.
You will learn the TEN RULES for WORLD-CLASS customer service, including:

* Anticipatory Service
* You had me at “Hello”
* Customer Service as a revenue generator
* “Everything communicates”

Vance will also explain in detail the art of PROFITABLE Service Recovery, including:

* How PROFITABLE Service Recovery is a systematic business process
* How to uncover your opportunities for PROFITABLE Service Recovery
* You will discover how to anticipate the needs for recovery
* Learn how to Train and empower your frontline employees on PROFITABLE Service Recovery
And much, much more….

Best of all, you will discover Vance’s signature programme Systematic Magic.

You will learn how to easily Out-Serve, Out-Price and Out-Market your dental competition in ANY ECONOMY. Based off his 10 year experience at Walt Disney World in Orlando, Florida, Vance will reveal the 7 Magic Keys that Disney uses every day to create magic for their guests. This is the same system that Vance himself used while at Disney to create some of their iconic attractions.

At the end of the day, all attendees will leave with their own, personal blueprint to implement Disney style service in their dental practices, the very next day.

So if you’re looking for that competitive edge that’s going to set your dental practice APART from all of the other practices in your area, then book your dental TEAM into see Vance Morris NOW!!

CLICK HERE FOR MORE DETAILS: http://bit.ly/2ZpzEdtl

*****

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

 

Two Simple Tips For Surviving The Tough Times Ahead.

Two Simple Tips For Surviving The Tough Times Ahead.

Interest rates in Australia are at an all time low.

Those of us old enough to remember with HORROR the interest rates inflicted on us by Paul Keating when Australia plunged into the Recession We Had To Have will roll our eyes at the current low rates.

At its peak, I was paying 17.5% per annum on my home loan and a whopping 28% per annum interest on my business loan.

Just to put that in perspective, 28% interest means that every year I was paying more than one quarter of the money I borrowed back to my lender as interest for his generosity, without making any dent into the capital he lent me!!

Now with interest rates at this all time low and heading lower it seems as the government tries to MANAGE these questionable economic times, it’s a really good time to take a good look at those things that you can do in your business to beat the recession and power through any economic downturn.

Customer Service and Internal Marketing.

People do business with people they like.

If your customers and patients have an emotional connection with your team members and with you and your practice, then chances are those customers will maintain their loyalty to you and your practice.

After all, their dental needs are their health needs, and because you’ve built up this emotional relationship between them and your team, there’s a mutual respect between them and you that is very difficult to dissolve.

When there is no emotional connection, then it’s very easy for “so-called” patients to PUT OFF or defer their necessary treatments.

Which isn’t good for them.

External Marketing.

In difficult economic times, many businesses cut their advertising budgets and expenses in an effort to save money.

For the astute business owner, difficult economic times can present advertising opportunities.

Firstly, with less businesses advertising, advertisers will be looking for businesses who actually want to advertise…they will have more ADVERTISING SPACE to fill and so opportunity to pick up ad space at a lower rate [i.e. better value] is an opportunity not to be wasted.

Secondly, because your competitors are cutting back their advertising and maybe even cancelling it, to the population in general out there who need your services it is going to seriously look as though you are the ONLY business in town able to help them.

So make sure you’ve put plenty of money away for a rainy day… because while all your competitors are trying to scrape by, this is the opportunity for you to posture your business in its best position.

*****

Need your phones monitored?

Are you concerned about the number of calls that are not being answered as best they can be?

You need Call Tracking Excellence.

For the cost of a less than one cleaning per week, you could have your phones being answered much much better….

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.

*****

“How to Bring the Customer Service Magic of Disney Right There Into Your Dental Practice”

ONE TIME WORKSHOP Friday NOVEMBER 15 in SYDNEY.

Are you looking for that competitive EDGE for your dental practice in these questionable economic times?

History has shown that those businesses providing LEGENDARY WORLD CLASS Customer Service to their clients have not only survived, but THRIVED in during difficult times.

For the First time in Australia, Vance Morris brings you his comprehensive one day boot camp style workshop:

“How to Bring the Customer Service Magic of Disney Right There Into Your Dental Practice”

At this FULL DAY EXCLUSIVE workshop, you and your team will learn:

All about the cost that poor customer service is having on your dental practice.

Vance Morris will provide you with multiple examples of the financial impact of what poor service is doing for your practice.

He will explain in detail how to clearly DEFINE the “Customer Experience” (CX) for your dental practice.
You will learn the TEN RULES for WORLD-CLASS customer service, including:

* Anticipatory Service
* You had me at “Hello”
* Customer Service as a revenue generator
* “Everything communicates”

Vance will also explain in detail the art of PROFITABLE Service Recovery, including:

* How PROFITABLE Service Recovery is a systematic business process
* How to uncover your opportunities for PROFITABLE Service Recovery
* You will discover how to anticipate the needs for recovery
* Learn how to Train and empower your frontline employees on PROFITABLE Service Recovery
And much, much more….

Best of all, you will discover Vance’s signature programme Systematic Magic.

You will learn how to easily Out-Serve, Out-Price and Out-Market your dental competition in ANY ECONOMY. Based off his 10 year experience at Walt Disney World in Orlando, Florida, Vance will reveal the 7 Magic Keys that Disney uses every day to create magic for their guests. This is the same system that Vance himself used while at Disney to create some of their iconic attractions.

At the end of the day, all attendees will leave with their own, personal blueprint to implement Disney style service in their dental practices, the very next day.

So if you’re looking for that competitive edge that’s going to set your dental practice APART from all of the other practices in your area, then book your dental TEAM into see Vance Morris NOW!!

CLICK HERE FOR MORE DETAILS: http://bit.ly/2ZpzEdtl

*****

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

 

Be Personable…..

Be Personable…..

One of the big differences between dental practices who get it, and those practices that don’t get it, is the ability to be personable, and the importance that goes with it.

What is personable?

“Personable” is defined as “someone who is friendly, outgoing and easily able to talk to people.” They are “pleasantly sociable”.

How do we put “personable” into our dental practice?

The best thing to do to put personable into your dental practice is to look for places where patients least expect sociable conversation.

Here are two places in the practice that will have your patients talking about your dental practice to their friends as being truly different:

At the patient arrival

Having a real live person actually speak first and greet arriving guests into your practice ahead of time is a game changer.

One of my friends was telling me about a dental practice he knew where the arriving patient’s first view of the inside of the office was a view of behind the dental receptionist’s right ear, simply because of the poor logistics of the reception desk and its relation to the front door of the practice.

What this practice did to dramatically improve its engagement score with its patients was to have the dental receptionist stand up and walk around her desk and meet and greet her arriving patients head on, each and every time that a patient walked into that office.

And the satisfaction surveys completed by exiting patients reflected the positive impact that this one small change had on the patients’ overall thoughts about their visits.

Because the receptionist was physically and verbally positioning herself to engage with the arriving patient, the arriving patient felt as though conversational engagement was a foregone conclusion at this practice.

At the front office handover following treatment.

I always encourage verbal handovers of completed patients at the front of practice areas following treatment.

Where possible, if the dentist is working out of multiple treatment rooms, this handover can be well choreographed by the dental assistant and by the dental front office team member “receiving” the handover.

And the patients truly love and value the post-treatment engagement they receive.

I know a large practice where some of the associate dentists themselves are bringing out the patient for this after treatment handover.

In these practices, there are significant differences in popularity and busy-ness of associate dentists that are easily traceable back to which dentists are taking the time to bring these patients out to the front office and are providing a very personable handover of that patient.

I’ll let you in on a little secret: The associate dentists doing the personable handover themselves are the ones who are significantly more popular and more busy.

So ask yourself this question….

Are there simple things in your dental practice that you could be doing differently that could significantly impact on the popularity of your dentists and of your dental practice?

I think there are….

*****

Need your phones monitored?

Are you concerned about the number of calls that are not being answered as best they can be?

You need Call Tracking Excellence.

For the cost of a less than one cleaning per week, you could have your phones being answered much much better….

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.

*****

“How to Bring the Customer Service Magic of Disney Right There Into Your Dental Practice”

ONE TIME WORKSHOP Friday NOVEMBER 15 in SYDNEY.

Are you looking for that competitive EDGE for your dental practice in these questionable economic times?

History has shown that those businesses providing LEGENDARY WORLD CLASS Customer Service to their clients have not only survived, but THRIVED in during difficult times.

For the First time in Australia, Vance Morris brings you his comprehensive one day boot camp style workshop:

“How to Bring the Customer Service Magic of Disney Right There Into Your Dental Practice”

At this FULL DAY EXCLUSIVE workshop, you and your team will learn:

All about the cost that poor customer service is having on your dental practice.

Vance Morris will provide you with multiple examples of the financial impact of what poor service is doing for your practice.

He will explain in detail how to clearly DEFINE the “Customer Experience” (CX) for your dental practice.
You will learn the TEN RULES for WORLD-CLASS customer service, including:

* Anticipatory Service
* You had me at “Hello”
* Customer Service as a revenue generator
* “Everything communicates”

Vance will also explain in detail the art of PROFITABLE Service Recovery, including:

* How PROFITABLE Service Recovery is a systematic business process
* How to uncover your opportunities for PROFITABLE Service Recovery
* You will discover how to anticipate the needs for recovery
* Learn how to Train and empower your frontline employees on PROFITABLE Service Recovery
And much, much more….

Best of all, you will discover Vance’s signature programme Systematic Magic.

You will learn how to easily Out-Serve, Out-Price and Out-Market your dental competition in ANY ECONOMY. Based off his 10 year experience at Walt Disney World in Orlando, Florida, Vance will reveal the 7 Magic Keys that Disney uses every day to create magic for their guests. This is the same system that Vance himself used while at Disney to create some of their iconic attractions.

At the end of the day, all attendees will leave with their own, personal blueprint to implement Disney style service in their dental practices, the very next day.

So if you’re looking for that competitive edge that’s going to set your dental practice APART from all of the other practices in your area, then book your dental TEAM into see Vance Morris NOW!!

CLICK HERE FOR MORE DETAILS: http://bit.ly/2ZpzEdtl

*****

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

 

How Do We Keep and Maintain An Actively Engaged Team Of Employees?

How Do We Keep and Maintain An Actively Engaged Team Of Employees?

An email that came across my desk last week had me doing a quick doubletake.

Because the information contained in the email was frightening.

The email read:

“Recent Gallup research has shown that in Australia only twenty four percent of employees are engaged at work, and that a staggering sixty percent are not engaged and another sixteen percent of employees are actively disengaged.”

As a business owner, how do these statistics relate to your business?

As a customer, how do these statistics relate to businesses that you frequent and do business with?

Clearly, the degree of engagement, or DISENGAGEMENT of employees seriously impacts on the success of each and every business, because the attitude of employees at work impacts and influences the relationships that those employees have with their co-workers, their employers, and their customers.

According to the email, many employees surveyed by Gallup acknowledged that they could be up to twenty five percent more productive. [How do you measure that??]

The email continued:

“Gallup reports that the top two things employees blame for holding them back are poor management and lack of motivation.”

How can we address this “lack of motivation”?

Why is there a lack of motivation at all?

When I was working part time jobs while at school and at university, I was always motivated at work to do the best that I could do so that my employer would value me as an employee and see the benefit of having me as an employee in his organisation.

However, one thing I have found was that the motivations that I had back then and kept up throughout my working life are not shared by all people in the workforce.

Some people in the workforce seem very happy just putting in minimum effort at work and simply just trying to keep out of the boss’s way…

Obviously, the aim of business owners choosing employees is to try to employ only the right type of people and not to employ the wrong type of people.

The trouble is, that despite our best intentions as employers, the wrong types of people do, and will slip under our guard.

And we accidentally employ them.

So what should we do then?

What can we do to increase our levels of employee engagement within our business?

Can we even do that?

The email went on to suggest a few strategies for encouraging staff engagement. These were:

  • Build a culture in your business that is psychologically safe for employees and where it is OK for them to ask questions – where all staff members can speak openly about their issues and concerns including how they are feeling towards their jobs and especially if they are feeling bored
  • Hire for potential rather than proficiency. And hire for attitude – there is so much to learn from inexperienced staff with great attitudes because they look at things from a totally different perspective.
  • Keep your teams or working groups small to create higher levels of engagement and to foster greater innovation and creativity. Remember, your business’s competitive edges are more likely to come from within.

  • Provide context and meaning to your team for all of the tasks they need to complete – ensure that each employee knows exactly why each of the things they have to do are important, as well as who that matters to and why it matters. This will help them to keep focused on the end goal.
  • Set challenges for your team members without overworking them – vary up the nature of their work, rather than the amount.

Ultimately, being a business owner, and an employer, is difficult.

It’s not an easy task.

If it was easy, then everybody would be an employer.

But they aren’t.

At work, keeping your team engaged in valuable work can be a real challenge and requires a deliberate approach.

But, it will be worth it.

An engaged team will be more productive, much more creative and much more fun to be around.

For you. For your other employees. And for your customers.

*****

Need your phones monitored?

Are you concerned about the number of calls that are not being answered as best they can be?

You need Call Tracking Excellence.

For the cost of a less than one cleaning per week, you could have your phones being answered much much better….

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.

*****

“How to Bring the Customer Service Magic of Disney Right There Into Your Dental Practice”

ONE TIME WORKSHOP Friday NOVEMBER 15 in SYDNEY.

Are you looking for that competitive EDGE for your dental practice in these questionable economic times?

History has shown that those businesses providing LEGENDARY WORLD CLASS Customer Service to their clients have not only survived, but THRIVED in during difficult times.

For the First time in Australia, Vance Morris brings you his comprehensive one day boot camp style workshop:

“How to Bring the Customer Service Magic of Disney Right There Into Your Dental Practice”

At this FULL DAY EXCLUSIVE workshop, you and your team will learn:

All about the cost that poor customer service is having on your dental practice.

Vance Morris will provide you with multiple examples of the financial impact of what poor service is doing for your practice.

He will explain in detail how to clearly DEFINE the “Customer Experience” (CX) for your dental practice.
You will learn the TEN RULES for WORLD-CLASS customer service, including:

* Anticipatory Service
* You had me at “Hello”
* Customer Service as a revenue generator
* “Everything communicates”

Vance will also explain in detail the art of PROFITABLE Service Recovery, including:

* How PROFITABLE Service Recovery is a systematic business process
* How to uncover your opportunities for PROFITABLE Service Recovery
* You will discover how to anticipate the needs for recovery
* Learn how to Train and empower your frontline employees on PROFITABLE Service Recovery
And much, much more….

Best of all, you will discover Vance’s signature programme Systematic Magic.

You will learn how to easily Out-Serve, Out-Price and Out-Market your dental competition in ANY ECONOMY. Based off his 10 year experience at Walt Disney World in Orlando, Florida, Vance will reveal the 7 Magic Keys that Disney uses every day to create magic for their guests. This is the same system that Vance himself used while at Disney to create some of their iconic attractions.

At the end of the day, all attendees will leave with their own, personal blueprint to implement Disney style service in their dental practices, the very next day.

So if you’re looking for that competitive edge that’s going to set your dental practice APART from all of the other practices in your area, then book your dental TEAM into see Vance Morris NOW!!

CLICK HERE FOR MORE DETAILS: http://bit.ly/2ZpzEdtl

******

Make sure you subscribe to my monthly Dental Water Cooler Podcast Series…. “The Ultimate Patient Experience”

Click on this link for all 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

 

How To Write The Ultimate New Patient Welcome Letter

How To Write The Ultimate New Patient Welcome Letter

Most dental practices out there do not send welcome letters or welcome packs to new patients who have made their first appointment to visit.

Most dental practices do nothing.

New patient welcome letters and welcome packs are an easy and inexpensive way for your dental practice to differentiate itself from other practices.

But the welcome letter needs to be written in such a way that it adds value and creates anticipation for the new patient.

The welcome letter needs to be written with warmth and care exuding from the words and sentences in the letter.

The welcome letter needs to read like a conversation.

I see some welcome letters that read like signs displaying prison rules and regulations.

The aim of the welcome letter is to build MORE rapport between your team and the new patient.

The welcome letter should ADD to the anticipation of the new patient about their upcoming visit to your dental practice.

Here’s a template that I would recommend:

I’d have the letter written on plain paper with no logos.

It’s a letter. Its not an invoice.

In centered writing at the top, in bold and underlined, I’d have the letter read:

Welcome to ABC Dental Centre.

I’d then open with:

Dear Mrs Jones

It was so nice talking with you today on the phone.

I’d then thank them for choosing your practice, followed by a short sentence about the practice, and I’d include a professional photo of the team [not wearing scrubs]:

Thank you for trusting our friendly team to look after you and your oral health care.

ABC Dental has we have been providing quality dental our services here in [your location] since [write a year] and is now the [state some achievement] dental practice in the [your region].

[INSERT (Professional) PICTURE OF DENTIST AND TEAM ALL SMILING in team jackets (not scrubs)]

Location:

The next thing I would write in the letter is to let the new patient know the dental practice address.

And I would write the address conversationally, with a written conversational sentence about available parking and access to transport.

I would add a professionally taken photo of the outside of your building, along with a map showing access to transport nearby:

Here’s a good example:

WHERE WE ARE:

ABC Dental is located at 152 Marsden Street, between Macquarie Street and George Street, in central Parramatta.

[INSERT PHOTO OF BUILDING TAKEN FROM DIAGONALLY OPPOSITE WITH AFTERNOON SUN ON BUILDING…. MAYBE A PROFESSIONAL SHOT?]

There is plenty of 2-hour free parking [and all day parking] available in George Street.

The practice is located in close proximity to both train and bus services, with Parramatta train station situated only a short 5 minute level walk away.

[INSERT MAP]

I’d then move on in the letter to talk about preparing for the first visit.

We would like the new patient to complete their medical history ahead of time.

Here’s a nice way to include that request in the letter:

BEFORE YOUR VISIT:

As promised, in preparation for your first visit I have attached a copy of our practice dental questionnaire and medical history form for you to complete at your leisure prior to your visit. 

I’d also like to build a sense of anticipation and excitement for the new patient about their upcoming visit, so I’d include the following sentences, offering them a couple of significant points of difference that your practice does that most other dental practices do not.

Offering a guided tour of your rooms, plus explaining to the new patient beforehand that you will be SPENDING TIME with them, are big points of difference:

AT YOUR FIRST VISIT:

We will begin your first visit with a tour of our practice, so that you know where everything is. [our patients love this!!]
We’ll also spend some time before you see the dentist going over exactly what you’re looking to have done at ABC Dental, so that we can make your visits to see us better than you could ever imagine. 

Please bring your medical paperwork and any private health insurance details with you.

 

And the money:

To be clear, it is good to point out to your new patients in the welcome letter [in a subtle manner] that you will be wanting payment on the day.

Put in a statement like this one below that clearly states your practice’s stance about payments and about insurance:

PAYMENT OPTIONS:

ABC Dental accepts all health insurance providers and we have the facility for you to claim any rebate component for your appointment directly on the spot at each visit. [Please , make sure you bring your health insurance card to each appointment.]

We do accept EFTPOS, VISA, MasterCard and Amex with no transaction surcharges.

For your convenience we also offer you a variety of affordable and easy payment plan options, so that you won’t have to worry about putting off the dental  treatment that you need.

 

 

Concluding the welcome letter

I’d then end the letter with a personal sign off by whoever took the phone call and made the appointment for the new patient.

We want the new patient to feel as though they already have a relationship with this person.

The personal sign off is very important.

[Your practice website should have up to date (professionally taken) photos and small descriptions of every team member, so that the new patient can see that there are REAL PEOPLE working at your dental practice.]

The letter should be signed by whoever took the call [with their role]:

Jenny Brown
Patient Liaisons

*****

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.

*****

“How to Bring the Customer Service Magic of Disney Right There Into Your Dental Practice”

ONE TIME WORKSHOP Friday NOVEMBER 15 in SYDNEY.

Are you looking for that competitive EDGE for your dental practice in these questionable economic times?

History has shown that those businesses providing LEGENDARY WORLD CLASS Customer Service to their clients have not only survived, but THRIVED in during difficult times.

For the First time in Australia, Vance Morris brings you his comprehensive one day boot camp style workshop:

“How to Bring the Customer Service Magic of Disney Right There Into Your Dental Practice”

At this FULL DAY EXCLUSIVE workshop, you and your team will learn:

All about the cost that poor customer service is having on your dental practice.

Vance Morris will provide you with multiple examples of the financial impact of what poor service is doing for your practice.

He will explain in detail how to clearly DEFINE the “Customer Experience” (CX) for your dental practice.
You will learn the TEN RULES for WORLD-CLASS customer service, including:

* Anticipatory Service
* You had me at “Hello”
* Customer Service as a revenue generator
* “Everything communicates”

Vance will also explain in detail the art of PROFITABLE Service Recovery, including:

* How PROFITABLE Service Recovery is a systematic business process
* How to uncover your opportunities for PROFITABLE Service Recovery
* You will discover how to anticipate the needs for recovery
* Learn how to Train and empower your frontline employees on PROFITABLE Service Recovery
And much, much more….

Best of all, you will discover Vance’s signature programme Systematic Magic.

You will learn how to easily Out-Serve, Out-Price and Out-Market your dental competition in ANY ECONOMY. Based off his 10 year experience at Walt Disney World in Orlando, Florida, Vance will reveal the 7 Magic Keys that Disney uses every day to create magic for their guests. This is the same system that Vance himself used while at Disney to create some of their iconic attractions.

At the end of the day, all attendees will leave with their own, personal blueprint to implement Disney style service in their dental practices, the very next day.

So if you’re looking for that competitive edge that’s going to set your dental practice APART from all of the other practices in your area, then book your dental TEAM into see Vance Morris NOW!!

CLICK HERE FOR MORE DETAILS: http://bit.ly/2ZpzEdtl

******

Make sure you subscribe to my monthly Dental Water Cooler Podcast Series…. “The Ultimate Patient Experience”

Click on this link for all 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 This ONE THING To Grow Your Dental Practice Dramatically

Do This ONE THING To Grow Your Dental Practice Dramatically

I often get asked this question by dentists:

“What’s the ONE BIG THING I need to do right now to dramatically grow my Dental Practice?”

Or better still:

“David, if you were me, what’s the ONE BIG THING you would do right now to dramatically grow my Dental Practice?”

And I’m never quite sure why I get asked this question….

Not the part of the question about improving the dental practice, but the question about the thought that there is a SINGLE answer to this question that will solve all problems.

The first thing…

So as they do in the food and beverage industry, let’s do a deconstruction.

The first thing I would do if I wasn’t happy with my dental practice is to take a look at where the practice is now, and why is there and not where the owner thinks it should be.

Because if this is you…

If you were where you think you actually should be, then you would be in the right place.

Or the correct place.

And the fact that you are asking me for a solution means that you feel that maybe you are doing something less than adequately, or there is something that you should be doing, that you are not.

For one reason or another.

And it may be something you know of that you have chosen not to do.

Or it may be something that you have never heard of.

And this position is completely different from being happy [or not] with where your business is at this point in time.

And I am assuming you are happy with where your business is at this moment in time because if you WERE NOT HAPPY you would be in the process of actively changing things.

Which you are not.

Not doing.

So therefore you are content.

With your position.

Though it is far from ideal.

Otherwise you would not be asking for my advice.

The second thing…

The second thing I would do [if I were you] is take a look at my business and look at the reasons why my business is where it is right now at this point in time.

What are the decisions I have made that have led my business to be where it is?

What are the good decisions I have made?

What are the bad decisions I have made?
What have I done that I shouldn’t have?
And what should I have done that I decided not to do?

Make a list. Make it a long list. Make it an exhaustive list.

These are three significant columns.

When you make these three lists, you start to get a good image as to what kind of a business person you are.

Are you an implementer?

Are you a procrastinator?

Are you a ditherer?

The things that you put into each of these columns will create an accurate image as to what sort of a business person you are.

Has your practice suffered due to you failing to act?

Has your practice suffered as a result of you doing the wrong things?

The Third thing…

The thing to realise is that there is no silver bullet.

There is no one big thing that will reinvent your dental practice to make it into something spectacular.

My answer is this:

“The Simple Answer to the Question ‘What’s the ONE big thing?’ is that simply, there is NO ONE BIG THING……it’s about EVERYTHING!!”

Successful business coach Brad Sugars says it even better:

“Stop looking for the silver bullet … you don’t double a business by doing one thing 100% better … you do 100 things 1% better …”

Businesses are composed of a multitude of processes. When we focus only on one or two of those processes, we end up turning our backs on 98% of our other processes, often to the detriment of our own businesses.

It is those businesses that have a system of review and accountability for ALL of their processes, and that keep their employees accountable for their own departments and systems, that truly move up into the rarified air of business success.

And it is because of those systems.

So, it’s not about the NEXT BIG THING.

It’s about being better tomorrow than we were today.

It’s about being accountable to ourselves, to our businesses, and to our customers.

About improvement. And about progress.

And it’s about being whole.

*****

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.

*****

“How to Bring the Customer Service Magic of Disney Right There Into Your Dental Practice”

ONE TIME WORKSHOP Friday NOVEMBER 15 in SYDNEY.

Are you looking for that competitive EDGE for your dental practice in these questionable economic times?

History has shown that those businesses providing LEGENDARY WORLD CLASS Customer Service to their clients have not only survived, but THRIVED in during difficult times.

For the First time in Australia, Vance Morris brings you his comprehensive one day boot camp style workshop:

“How to Bring the Customer Service Magic of Disney Right There Into Your Dental Practice”

At this FULL DAY EXCLUSIVE workshop, you and your team will learn:

All about the cost that poor customer service is having on your dental practice.

Vance Morris will provide you with multiple examples of the financial impact of what poor service is doing for your practice.

He will explain in detail how to clearly DEFINE the “Customer Experience” (CX) for your dental practice.
You will learn the TEN RULES for WORLD-CLASS customer service, including:

* Anticipatory Service
* You had me at “Hello”
* Customer Service as a revenue generator
* “Everything communicates”

Vance will also explain in detail the art of PROFITABLE Service Recovery, including:

* How PROFITABLE Service Recovery is a systematic business process
* How to uncover your opportunities for PROFITABLE Service Recovery
* You will discover how to anticipate the needs for recovery
* Learn how to Train and empower your frontline employees on PROFITABLE Service Recovery
And much, much more….

Best of all, you will discover Vance’s signature programme Systematic Magic.

You will learn how to easily Out-Serve, Out-Price and Out-Market your dental competition in ANY ECONOMY. Based off his 10 year experience at Walt Disney World in Orlando, Florida, Vance will reveal the 7 Magic Keys that Disney uses every day to create magic for their guests. This is the same system that Vance himself used while at Disney to create some of their iconic attractions.

At the end of the day, all attendees will leave with their own, personal blueprint to implement Disney style service in their dental practices, the very next day.

So if you’re looking for that competitive edge that’s going to set your dental practice APART from all of the other practices in your area, then book your dental TEAM into see Vance Morris NOW!!

CLICK HERE FOR MORE DETAILS: http://bit.ly/2ZpzEdtl

******

Make sure you subscribe to my monthly Dental Water Cooler Podcast Series…. “The Ultimate Patient Experience”

Click on this link for all 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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