“There Is No Tooth Fairy.”

“There Is No Tooth Fairy.”

The hardest conversation you will ever have is with someone who can’t make a decision.

And even not making a decision is actually a decision.

It’s a decision to not make a decision.

It is a decision to procrastinate.

It is a decision to let time advance, while standing still.

People who fail to make a decision do so because they do not know what they want.

Because if they knew what they want, they would have done it already.

Fixing Your Teeth

People who don’t go ahead with necessary dental treatment to restore their teeth are actually making a decision not to make a decision.

They are deciding they don’t want healthy better looking teeth.

They do not want healthy looking teeth badly enough.

There is no tooth fairy.

Healthy looking smiles do not appear by magic.

They require a decision to commit and do what it takes to achieve a result.

There is no magic pill.

Doing nothing is not the answer.

With change, also comes a need for change.

Have you ever noticed that people who come into instant wealth often burn through their newly acquired money very quickly?

It is said that if you distributed all the wealth in the world evenly amongst all the people in the world, that within two years, all that wealth would have found its way back into the hands of those who had originally owned it.

Putting it simply, whatever caused the problem in the first place, unless removed, will cause the problem again, and again, and again.

Whatever habit caused the poor oral health in the first instance, unless eradicated, will affect and impact on any newly acquired dental treatment in much the same way….

Information?

Have you noticed that people who can’t commit to a decision always want information?

“Can you send me some information?”

Information is a sedative.

What they need is IMPLEMENTATION. Not more information.

They need activation. Not procrastination.

*****

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

 

Customer Service Is Not A “Thing”. It’s A Culture.

Customer Service Is Not A “Thing”. It’s A Culture.

A lot of people out there believe that Customer Service, and the provision of good Customer Service, is easy.

They believe it’s a JUST ADD WATER thing, and that with the flick of a switch, great customer service systems will magically be in place and great life-long customer service skills will magically become acquired and maintained.

And I say:

“Yeah, right??”

Because nothing is further from the truth.

Great customer service systems are built and studied and refined and re-designed and re-designed and re-designed until they are pure.

And great customer service skills are studied and learned and practiced and mastered and refined and kept front of mind for ever and ever and ever.

The provision of World Class Customer Service is not something you just simply “read and do”.

The provision of World Class Customer Service is an addiction to perfection.

It’s an addiction to becoming the best that you can be in what you do

It’s a CULTURE.

Steve Young, the NFL Quarterback, summed his life up as:

“The principle is competing against yourself. It’s about self-improvement, about being better than you were the day before.”

And that is what World Class Customer Service is all about.

It’s about being better today at what you do and what you deliver, than you were yesterday.

This same edict is what drove Bradman, and Warne, to be masters in their fields.

It is what drives Disney, the Ritz-Carlton, and Zappos.

There’s a reason why these people, these companies, are so good.

It’s not about mass-production, like microwave dinners.

It’s about the culture and the EXPERIENCE, like fine dining.

*****

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

 

It’s Wise Not To Become A Presumptive Labeler?

It’s Wise Not To Become A Presumptive Labeler?

In the past two weeks two people in the NRL [Australian National Rugby League] have had to self-isolate for two weeks as a result of a Covid-19 risk.

In the first instance, a player from a club was informed that someone at a school that one of his children attends had tested positive to Covid-19.

In the second instance, the game’s leading referee has had to go into self-isolation for a similar issue… that is, that one of his children attends a school where someone has tested positive for Covid-19

In both instances, the player and the referee acted responsibly for the good of the game.

And in both instances, it has been shown that neither of them had become infected.

Better to be safe than sorry, that’s for sure.

Also, in both instances, the NRL has been shown to have a contingency plan that was easily activated to prevent any collateral damage.

This past week, in Victoria, it was also revealed that three of the twenty new cases of Covid-19 that were reported on one day were staff members at a dental practice in Melbourne.

Some may have “assumed” that this was a result of a breach of sterilisation procedures and protocols.

However, on investigation, it has been reported that initially, one staff member was diagnosed with Covid-19 on the Saturday. The Victorian Department of Health was immediately notified, the dental practice was closed, and appropriate public health measures were immediately put into place including cleaning and contact tracing. Subsequently, on the following Tuesday, two other staff members at the practice have returned positive results, taking the number of cases linked to this outbreak to three.

The good news is that no patients have been identified as close contact, at the time of writing.

It would appear that these three dental practice related cases have been as a result of co-workers at this site coming into close contact with each other prior to diagnosis.

It is not mentioned as to whether those who tested positive had displayed any symptoms or not.

It would appear that the quick and responsible actions of all concerned have limited the spread of Covid-19 in this unfortunate instance.

Congratulations and “Well done”  to all involved here.

What this shows:

Covid-19 is an insidious infection that appears without obvious [at the time] causation. As such, all necessary preventive protocol measures of hand washing and social distancing need to be followed to reduce its spread to as small a number as possible.

Covid-19 has affected movie stars, celebrities, and politicians and sports people. It is not selective to certain specific lifestyles and behaviours. Good or bad.

Jumping to conclusions is a pointless exercise.

Responsible behaviours regarding cleanliness and reducing the spread do need to be followed.

*****

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

 

Where In Your Heart Does The Edict Of Providing Great Customer Service Sit?

Where In Your Heart Does The Edict Of Providing Great Customer Service Sit?

I often am asked by people as to what is the point in bothering to provide World Class Customer Service?

After all, they tell me that customers don’t expect great service ALL OF THE TIME, and if that’s the case, then why try to provide great service all of the time?

And that in itself is an interesting conundrum.

Recently we started offering a free trial period for one of our coaching products.

We thought that this would be a great way of showcasing what we do.

We also thought that during that free period we could demonstrate sufficient value and RESULTS that would make the continuation of the use of our services a NO BRAINER.

The problem was:

Before I tell you what the problem was, let me tell you an interesting story…

Last year, I was on a golf trip overseas where the owner of the tour company had booked a couple of evening dining meals out for the golfers at a couple of very fine restaurants.

There was one small problem…. The golfers just wanted a good steak and nothing fancy.

The intended message [from the tour organiser] totally missed the mark [the market of the golfers on the tour].

The problem was that not everybody wants what you want for them….

Despite the fact that what you want for them might just be the best thing they ever had or ever needed, if they don’t want it and don’t appreciate it, it’s not worth doing…

In our businesses, what we have found is that there are enough people out there who really do want our services that we don’t need to be offering free trials to attract people who haven’t “bought in” on the programme.

There is ALWAYS a market for providing great customer service.

No matter what you do, no matter what industry you are in, and no matter what your community, there will always be 20-25% of the population who will be SO HAPPY with the product or the service that you provide to them that they will never care to bother to find out what your competitors are charging because they believe that the service that you are providing is exceptional value for the money they are paying you.

Your job is to make sure you find those clients who value and appreciate what you do.

Offering “free trials” is a great way of working for nothing and having to deal with a lot of people who may not fit your ideal client profile.

In fact, the attraction of people who just want a “free lunch” will not only wear you out, but it may also upset those customers of yours who really do want the service that you offer, but are unable to offer, because you are dealing with those who want the “free lunch”.

For this reason, advertising that attracts the wrong type of potential client to your business may not be the smartest form of advertising.

The service you provide must be dictated by the type of client you wish to attract.

My friend Shep Hyken said:

“My belief is that confidence comes first from consistency. Great customer service is an all of the time thing. You can’t be good one day and just okay the next. Inconsistency could be the fastest way to erode customer confidence. So make sure that what you are doing today is good enough to make that customer want to come back to do business with you again the next time they need what you sell.”

I agree.

When you erode the confidence of people who want great service, you end up having to try to be more to more people, in an attempt to try to satisfy someone.

Which takes more effort and is more difficult.

And so, when you offend a broader range of more customers with your poor service, and you turn more of them away, you actually have to spend more money on advertising to attract a larger number of customers.

And that really doesn’t make a lot of sense.

Why not just provide exemplary World Class Service to those customers you have who value what you do…. The end cost to you and your business is a lot less, in financial terms, as well as in terms of your own heart muscle and stomach lining.

*****

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 Time Will Never Be Right For Everyone…

The Time Will Never Be Right For Everyone…

When something is offered to someone that could help them, that could make their life easier, or make their work life more efficient,  that person has a choice to be interested, or not.

Some people choose to be interested in finding out more.

Others choose not to be interested.

Both decisions are allowable.

That’s what a democracy is about.

Even when one decision is illogical, respect that person’s choice.

When someone chooses to make a decision without gathering information, that is their choice.

Sometimes, the use of some following clarifying questions has the ability to enlighten and alter an illogical decision.

But if someone is steadfast in their decision, no matter how illogical that decision is, you must respect their decision and move on.

Respect their choice.

Although their choice may appear wrong to you, let them live with their decision.

The beauty of this planet that we live on is that no matter what you have to offer, there are more than enough people out there who could do with the help or improvement that you offer.

Your job is not to convince people to take up your offer.

Your duty to yourself is to find those people who might want to take up your offer and present the information to them, and to move past those people who for whatever reason choose to decline your offer.

At some point in the future, those who chose not to take up your offer may change their mind.

If your offer has expired when those people do decide they are now ready, that’s their own fault for failing to act at the time of the initial offer.

*****

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

 

If You Wouldn’t Do It In Real Life, Then Why Are You Doing It In Your Business?

If You Wouldn’t Do It In Real Life, Then Why Are You Doing It In Your Business?

I often hear dental front office staff members talking on the phone to people who have called in to their practice.

And to put it quite bluntly, the conversations are really very WEIRD.

They are weird because the composition of the conversation is something that would never exist in real life.

And yet, for some reason, some of the very fabric of society is discarded when it comes to telephone conversations at a business.

As Julius Sumner Miller used to put it so eloquently:

“Why is this so?”

In real life, you would never conduct a face-to-face conversation for a significant amount of time with someone you had only just met without trying to find out a little about that person who you had just started talking with.

But in business, and in dental surgeries, I hear long conversations between dental staff and first time callers to the practice that end without the caller’s name ever being asked for?

So, for the business, when the caller’s name, and contact details are not recorded, it’s as if that conversation never existed and it’s as if that caller never existed?

Yet in reality, that caller was someone who for some reason had decided that this dental office was a candidate to help them [that caller] solve a dental issue that was significant enough to warrant them picking up the phone and calling about.

Wouldn’t you as a business owner feel that the name and phone number of that caller might be of some interest to you?

Especially when [as a business owner] you’d spent money or created enough interest for that caller to think that your practice might be the place to help them?

Imagine how depressing and upsetting it must be for those poor callers to be let down and not have their problem solved, when they phone your dental practice?

You see, when we find out the name of the person who calls, and use their name back to them [strategically] during any ensuing conversation, it puts us in a position to be able to instantly build better rapport with that caller.

And if we can build better rapport, then we most probably have a significantly better chance of making that caller an appointment.

People do business with people they like, and they trust.

And when, in conversation, we can break down barriers and make people feel at ease, by calling people by their name and repeating their name back to them, then we have a significantly higher chance of securing their patronage and their business.

This is not manipulation.

It is in fact, common decency and common courtesy.

And common sense.

The trouble with common sense is that in reality, its not all that common.

And it is for THAT reason, that only twenty percent of new patient phone calls to a dental practice result in an appointment being made.

*****

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

 

Pin It on Pinterest