Is The Language Being Used In Your Practice Driving Your Customers Away From Doing Business With You?

Is The Language Being Used In Your Practice Driving Your Customers Away From Doing Business With You?

The language we use in our dental practice can often be “familiar” to us, but may be considered OFFENSIVE LANGUAGE by clients, customers or patients, who either do not know us, or do not speak THAT WAY, or are expecting something better or more professional.

Years ago, when I was in my own practice, I had reason to need to “borrow” some sundry dental supply material from a neighbouring dental practice that for some reason or other [don’t ask me HOW that happened] had we run out of in my dental office.

Anyway, I walked in my neighbour’s front door [his dental office was two doors down the road from my practice] and his dental receptionist was at standing their front desk but with her back facing me and the front door, investigating the contents of a drawer or cupboard below her eyeline .

When she finally turned around and stood up to face me and greet me, she did so, and enquired simply, using one word:

“YOUR?”

Yes. That was it.

That was her greeting.

That was the way she greeted me, and I assume, that is how she greeted anybody arriving at that practice who she did not know.

“YOUR?”

To be frank, it sounded like a noise you would expect a donkey to utter.

It was, to me, one of THE MOST offensive greetings I had ever heard or experienced, to this day.

It reminded me, back in the day, in the 1980s, when I was working as an associate dentist in Western Sydney, that a neighbouring medical practice used to answer their phones:

“SURGERY.”

Or if you were lucky, you might get:

“Hello, surgery?”

with my use of the word “get” being [sadly] the exact way a caller was made to feel.

You see, even the word “get” is an offensive word that to me conjures up images of superiority and of submission.

“You’ll GET what you’re given”

was a phrase I knew only too well as a child [with the implication that the receiver should be grateful to have received anything at all].

In that example, the word “get” could easily be replaced by a more polite word, like:

“receive”.

In a similar vein, I’m hearing dental receptionists now say to patients, on the phone:

“I’ll just GRAB some details…”

Or

“I just need to grab a few details from you…”

You see, in real life, the action of “grabbing” is an action of taking something forcibly when a gentler means would be more appropriate.

Sometimes things are “grabbed” when they shouldn’t be taken at all.

So the use of the word “grab” in our spoken communication is at best lazy, and at worst, offensive, when a gentler word could be used:

“Betty, I just need to ask you a few questions…”

Or

“Betty, can I ask you a few questions please…”

are far more appropriate ways of saying the same thing in a more polite manner.

Think closely about the things that are being said to your valued clients, when they call or visit your dental practice.

The LAZY use of language by people employed in your practice to provide service could be affecting your practice profitability in a very negative way.

We’ve all heard someone describe an employee at a business they have visited as:

“She was SO RUDE!!”

Don’t let that be your dental practice that they are talking about.

Analyse every phrase and sentence used in your conversations and ask each other this:

Is what I just said THE VERY BEST USE of the English language, or could I have said the same thing in a nicer way?

Only complete this exercise if you want to improve YOUR dental practice [pun intended].

*****

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 November 21, 2020

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

 

How NOT To Terminate An Employee

How NOT To Terminate An Employee

If you have to terminate the services of an employee, the only way to really do it is in a face to face meeting.

Terminating the services of an employee by SMS, email, or by mail, is a very low and underhanded and gutless method that nobody with any personal pride should ever contemplate.

Termination by phone call is also very poor form.

Years ago, a member of my golf club left his wife a note on the fridge:

“I’m leaving you for my secretary. Don’t bother calling me. I’m not coming back.”

In shock, the jilted wife took the note up to the golf club, and showed her lady golfer friends.

The note became folklore and the husband never lived the story down.

Breaking up of relationships between lovers via SMS or Message services are similarly poor form.

If you’ve got to end the relationship, including a working relationship, then have the decency to end it face to face.

Although I never enjoyed terminating employees, I became adept at creating effective face to face exit procedures to make the process of departure as efficient and as pain-free as possible.

And really, when an employee needs to be terminated, the chances are that mentally and emotionally, that employee has already LEFT THE PRACTICE and is really only present in body only.

That’s what really makes the process very easy.

Expanding the employment opportunities for an already mentally departed employee is a liberating experience for both the employee, and for the employer, as well as often being what the practice needed as well.

But no “Dear John” letters…. Please.

*****

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 November 21, 2020

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

 

We Must First Listen To Understand.

We Must First Listen To Understand.

Last week I was on a coaching call with one of my coaches where he was demonstrating the difference between replying to what we hear, and replying to what we think we hear.

My coach asked a series of ten questions, each one only one time only, and the answer to each question needed to be written down. The answers were checked after the tenth question had been answered.

Before checking the answers, my coach enquired as to how confident I was with the test.

I told him that I thought that I had answered each question correctly, because I felt that I had listened very attentively to each question.

My score was six correct out of ten.

My coach told me that most people fail to complete this test and rarely pass it…. Most people taking this test score less than five out of ten.

The reason for this is simple:

Most people in a conversation hear what they want to hear and think that they hear what they want to hear.

When in fact, what they ACTUALLY HEAR is totally different from what has actually been said to them.

We must first listen to understand.

Most people listen only to respond, or plan a response.

In fact, most people are thinking about their response before their conversational colleague has actually finished speaking.

They are failing to hear the full intention of what has been said, because their mind has been hijacked already into planning a response.

When we listen firstly to understand, and secondly to respond, it is only then that we become a true communicator.

Test yourself:

See if you catch yourself out, answering or interrupting someone before they have finished speaking, only because you are in such a hurry to make and add in your own comment.

If you speak before you are meant to, you may be interrupting some comment of extreme significance, and you’ll never ever know what that comment was, nor how it might have been to your advantage to have heard it.

Hmmmmm….

 

*****

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 November 21, 2020

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

 

You Don’t Have To Agree To Be Agreeable

You Don’t Have To Agree To Be Agreeable

In life, there are some simple truths.

And one of those truths is that you don’t have to agree to be agreeable.

By that I mean that you don’t need to disagree every time that you don’t agree.

Just because you do not agree with something, doesn’t mean that you have to vocalise your disagreement.

Sometimes it is better to just agree with someone, even when you disagree with them, just to shut them up.

And by shutting them up, you actually WIN.

And they are none the wiser.

I remember discussing this many years ago with a friend of mine who owned a fitness centre.

One of the employees at the fitness centre regularly made errors of judgement on a consistent basis.

Now it was thought that these random errors made by this employee were at best, acts of carelessness, and as such were just simply errors in his personal judgement.

Whenever my friend had reason to raise these errors with his employee, the response from the employee was always the same.

And that response was one of apology. The employee was always agreeable about any error and they were truly apologetic for the inconveniences or failures caused.

By responding in this manner each and every time, the employee ALWAYS diffused any antagonism that might have arisen in the mind of his employer [my friend the fitness centre owner].

In so doing, the employee always was able to create a situational result akin to “dropping the rope” in a tug-of war.

No resistance = game over.

The key thought.

I don’t know whether the employee was living by the doctrine I am about to suggest, but his actions and responses were certainly aligned with the key principle:

And that is:

“In a year’s time, will what I think, say or do now, in this moment, really matter?”

Sometimes letting things “go through to the keeper” is often the best strategy.

Failing to “bite”, just because a bait is thrown, is not a sign of weakness, but rather, is a sign of intelligence.

A good batsman knows which balls to hit, and which balls to leave.

Do you?

*****

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 November 21, 2020

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

 

Communication Is A Two-Way Street

Communication Is A Two-Way Street

Communication is always a two-way street.

It has to be.

It cannot be only one-way.

If it is one-way it is simply indoctrination.

One-way communication is dictatorial indoctrination. Without dialogue, without back and forth between two parties, it is simply blind indoctrination.

For communication to be effective the message sent must be received, and acknowledged and acted upon.

A message sent, and received, without acknowledgement, is worthless.

“If a tree falls in a forest where no man sees it, did it really fall at all?”

In a very similar vein, a message sent, but not appreciated, should probably at best, have never been sent.

Someone sending a message of humour, or a joke, is best to probably see whether the humour they intend to send is appropriate, or warranted, or expected, or will be appreciated, before they simply just go ahead and send it.

Even some plain old “straight” comments or statements may fall flat if the recipient of the message is not in a state, or state of mind, to appreciate the message.

“The batsman must be ready and have taken guard before the bowler commences his run-up.”

In cricket, a bowler cannot just bowl when he feels like it.

In baseball, a pitcher cannot pitch when the pitcher wants to.

And in tennis, the opponent must be ready to receive the serve, before the server can serve.

In life, it is wise not to utter a comment or statement that might offend, before finding out the opinions, beliefs and points of views of those that the message is intended for.

“The unspoken word never offends.”

When the receiver of a message is offended, and declares their offence, an answer of:

“Well that’s just my sense of humour”

Or

“That’s just me.”

is just as offensive as the actual message.

To ignore the opinion of the offended recipient, and brush their opinion aside, is just as offensive an action as the original comment.

Being offensive, speaking offensively, and then being complicit and failing to apologise, or take action to be apologetic, is really an action of a bully.

We don’t need conversational bullies in our society.

A conversational bully speaks to dominate a discussion.

They listen, not to understand, but only to respond.

A conversational bully always has to have the final word.

There is no place for conversational bullies in a service environment.

*****

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 November 21, 2020

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

 

Gambling. And Risk Versus Reward…

Gambling. And Risk Versus Reward…

Everything in life is a gamble.

Everything we do, everything we say, is a gamble.

Doing nothing is also a gamble.

The risk of not doing, and regretting, is a gamble.

Gambling is a part of the fabric of our existence.

The aim of life is therefore to win more times than we lose, when we need to take risks.

Doing nothing is not the answer. Doing nothing can be fatal. Taking action is imperative. But we must keep a ledger, and make sure that our wins outnumber our losses.

And if our losses are outnumbering our wins, then we need to take stock.

And take stock quickly.

That “taking stock” may include a change in thinking, a change in our values, or a change in our levels of skill and our levels of knowledge and understanding.

I was talking to a colleague about a recent approach I had from a dentist who had two practices, one of which was under-performing. This dentist wanted to sell the underperforming practice, and was asking me if I could help him with “building it up” for a sale.

I know that I help dentists build great dental practices, but I do that working with dentists who have a GROWTH MINDSET rather than an EXIT MINDSET.

I work best with dentists who want to GROW AND KEEP their practices, rather than flip them.

I didn’t feel there was a match between my values and the values of the dentist trying to sell the practice.

Dentistry can be risky.

It costs a significant amount of money to set up a dental practice and then wait for people to come through your door.

And meanwhile, you have staff to feed, family of your own to feed, banks and lenders to feed.

When a dentist buys an existing dental practice, they are looking for a practice with stability, and cash flow. Or if they are buying a newly set up practice, the purchaser is looking for “opportunity.”

Australians like a punt.

Apparently, Australians like a gamble.

One of my childhood friends came from a family known to like to bet amongst each other so much that it was said about them that they would bet on two flies crawling up a wall.

In my family, on the other hand, my dad laid down the law:

“No betting in the family”

became the mantra quoted ad nauseum by my brother and me to each other.

Yet my maternal grandfather loved a flutter on the horses.

Me? I can’t see the point in horse-racing.

But in business….

In business every decision is based on the expectation that a dollar “invested” returns more than the dollar.

That’s a win.

And whether the business owner invests in trying to make a number of small wins, or make one significant win, a win is a win is a win.

And a win is what is wanted.

Nobody likes to lose money.

Often the small, regular wins accumulate and amount to a significant result compared to trying to make that one big win.

Winning by hitting singles isn’t as dramatic as hitting home runs, but the singles are often easier to achieve and are often more abundant than big-hit, home run opportunities.

The thing about gambling is that you need to be prepared to lose.

If you’re willing to risk it, you must be willing to give it away.

When all of a sudden you’re on a losing streak and you start “chasing” after wins, trying to get back to zero, that’s when things get nasty.

Recently I have had a small number of bets on sporting events with friends.

One friend lost his bet to me [a carton of beer] but was able to offset his result with me in another bet with someone else, so although he lost to me, overall, he ended up ahead.

Now that’s smart thinking.

And the thing I liked about this bet was that although it was only small, I was paid up and settled within 24 hours.

Another doctor friend of mine and I had a wager of “a bottle of wine” on a recent rugby league match. During the match, my doctor friend started text messaging me for my address because he could see [or he felt] that his team was not performing.

And when my doctor friend “delivered” [he sent the wine by courier], to my surprise he sent six bottles as a very nice sweetener.

In a third instance, a friend and I could not come to a mutually acceptable wager on a sporting event, and so no bet was established.

And probably wisely so, as the game result ended in a very tight one-point win.

In life and business, sometimes there are times when it is BEST NOT TO take a risk, when the result is too close to call.

Sometimes “no bet”, or sitting out this dance, is the best result.

Lastly, I’ve recently had two small [winning] bets with someone who despite asking several times, has failed to pay up.

This reminds me about when I worked as an associate dentist for three years and was paid on the Monday, by cheque, for the work done the week before.

On several occasions, I used to have to go to my boss and ask him for my cheque.

I felt this was not the right thing that I should have had to do.

I don’t believe that anyone should have to “beg” for what they have earned, be it salary, or a from a bet.

And I vowed that when I became an employer I would NEVER put my employees through those horrid feelings that this boss made me feel.

Not paying up on time is a DOG ACT, and there is no excuse.

At best, it’s sheer laziness. At worst, it’s straight out bullying. An act of power.

Employing the right type of people is a gamble…

As an employer, you’re always hoping to be able to get the best people to work for you.

People with the best balance of skills, attitude, and ethics.

Finding that balance in a group of people, let alone in just one person, is a daunting thought.

One thing is for sure….

Not taking a risk at all results in a life of slavery.

It’s true, life is risky, and as Cinderella said:

“If you want to find your Prince Charming, you’re going to have to kiss a lot of frogs.”

Those are the rules of the game.

And everyone who plays the game needs to agree to abide by the rules.

*****

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 November 21, 2020

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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