The Secret To Providing Consistently Great Customer Service

The Secret To Providing Consistently Great Customer Service

When I raise the topic of Customer Service in dentistry, I’m often greeted with comments of surprise, and wonderment.

As well as comments such as:

Why bother?”

I also have dentists tell me:

“Oh yeah. We’re doing all that.”

But they’re not.

Providing great World Class Customer Service in your dental practice is a CULTURE.

It’s not something you do.

It’s more like something you and your office becomes.

You become a Customer Service FANATIC.

World Class Customer Service is about consistency.

The biggest failing I see in business is the lack of systems and lack of consistency when providing service.

Service standards vary from operator to operator.

They vary from day to day.

And sometimes they vary from hour to hour and from minute to minute.

Customers are people.

And people are on the whole, creatures of habit.

Customers crave consistency.

And when there’s a flaw in the system, and their “product” is varied and devalued, they will complain.

Or they’ll walk.

And go elsewhere.

The reason our valued customers leave and take their business elsewhere is because they feel ignored and taken for granted.

And that’s easily fixed…in principle.

But in application?

The secret to providing great customer service can be summed up in this quotation from American footballer Steve Young:

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

Our aim in the service industry is to always be trying to create an experience for our customers today that is better than the experience they enjoyed at their previous visit.

And to do that consistently across the board, day in and day out, week in and week out, is the key.

This is what separates the truly great service companies from those who are simply just “dabbling” with service.

Providing a consistently better than average experience for my patients in my own dental practice is what helped me to create a truly World Class Service environment of Customer Service in an industry and profession renowned for causing pain and discomfort.

It’s what I did.

And it’s what I now successfully teach other dentists to do.

*****

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

 

Building A Successful Dental Business. Secret Number 2.

Building A Successful Dental Business. Secret Number 2.

As I told you last Friday, building a successful business is not difficult.

If you have a good product and provide good service, you will succeed.

But there are some things that you need to be mindful of.

Flowing on from last week’s secret [about not reaching out to enough potential customers], you need to be mindful that your business must stay in touch with those potential customers on a very regular basis.

Many business owners make this classic mistake when they start or take over a business.

They reach out to plenty of potential clients, but then they fail to stay in contact with those potential clients.

They fail to nurture their potential client list.

Oh sure, they might contact some of the potential clients on their list once or twice a year [out of the blue, say], but that’s never enough to stay in the front of these potential clients’ minds.

Just having a list and contacting people from that list sporadically certainly won’t get those people to buy your services and become raving fans.

What you need to be doing is communicating with these potential clients on multiple occasions throughout the year, so that your company is at the forefront of their thoughts.

The art of course, is to do this in such a way that makes your business valued, rather than detested.

Get this right, and your business will grow.

Get this wrong and even if you have a great product, your growth will only be a fraction of what it could have been.

*****

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

 

Why “Same Day Emergency Appointments” Are A Non-negotiable Essential For Providing World Class Dental Customer Service.

Why “Same Day Emergency Appointments” Are A Non-negotiable Essential For Providing World Class Dental Customer Service.

If you want to have a polarising discussion in dentistry, then bring up the topic of Same Day Emergency Appointments.

We all know that there are three things we should never raise as discussion topics with patients.

Politics.

Sex.

Religion.

And in the same vein, raising the subject of Same Day Emergency Appointments with dentists and dental teams is equally as polarising.

Those who run their dental practice using a TEMPLATE, will swear that having Same Day Emergency Appointments is a practice builder.

Whereas those practices that do not have Same Day Emergency Appointments will simply tell you that keeping blank spaces in their schedule is unproductive and unnecessary because no matter what,

“we will always get a cancellation and if we don’t, well, we can always squeeze an emergency in somewhere”.

And that is that!

I built a successful dental practice by using an appointment book template that had Same Day Emergency Appointments available EVERY WORKING DAY.

Plural.

Every day, when I came in to work, there were always TWO vacant unfilled half-hour appointments [one in the morning and one in the afternoon] available for anyone who rang that day and needed to see a dentist urgently.

Be they an existing patient or a new patient.

Two Same Day Emergency Appointments available every day.

Non-negotiable.

So how did it work?

Or better still….

Why did it work?

You may well ask:

“How did you make it work, David?”

The answer is simple….

Firstly, you need to know how many people are calling your practice each day seeking an emergency appointment.

And you need to know whether these people calling are existing patients, or new patients.

And if they are new patients, you need to know who is referring them, or where they are finding out about your practice from.

Once we know these numbers we can then work out whether we have a need for one, two, three, or four [or more] Same Day Emergency Appointments each day.

The simple fact is this:

When you are able to see a patient with a real time emergency on the same day that they call, [whether they are a new patient or an existing patient], if you can get them out of trouble and solve their immediate concern, then you will create a loyal patient FOR LIFE, then and there.

And….

Of course the opposite is also true….

When you are UNABLE to see a patient with a real time emergency on the same day that they call, then you will create a dissatisfied patient for life.

And, just saying, the dissatisfied patient will go out and tell way more people about their disappointment in your practice.

[And just saying, because I know you are wondering “how successful”….. my practice collections grew by 800% over a fifteen-year period because of this one binding belief in Same Day Emergency Appointments].

But, David….

“What if we have these Same Day Emergency Appointments in our schedule and we don’t fill them?”

Trust me, you will fill them.

You will fill them with grateful people who will forever value what you do for them because you were able to see them and help them during a well-structured appointment.

When you “squeeze” someone in….

When you squeeze someone in to your appointment book because you have not allowed availability, you compromise that patient, their appointment, and their value, as well as the appointments and values of the people you squeeze them in between.

And so, that may upset and offend three, or five or all of your patients because you’ve messed up everybody’s day by doing the squeeze in.

And by the way….

If you really want to offend a patient just tell them when you are making their appointment, that you are “squeezing them in”.

Really, you should never say this.

And sadly, there are practices and office staff and dentists who really denigrate the emergency patient by letting them know HOW LUCKY THEY ARE that we decided to squeeze them in to “our precious day”.

Yes, this really does go on….

Here’s what I used to do.

In my practice the Same Day Emergency Appointments were set in stone at 11:30am and at 2:00pm.

The 11:30am appointment was always followed by a productive one-hour appointment at midday and then an hour for lunch at 1:00pm.

This way, if the 11:30am Same Day Emergency Appointment went longer than expected, we only ever inconvenienced one patient, and we caught up time during a shortened lunch break.

No big deal for everyone.

If we didn’t have someone call [on that morning] wanting that appointment, then what we would do is ask our 11:00am patient [who was purposefully selected] whether they would like to stay on and have more work done that day, because we had time become available.

[Or, we might call a patient who had a crown insert appointment scheduled for the next week, to let them know that their crown had arrived back earlier than expected, and would they like to come on in and have it seated sooner….]

With the 2:00pm Same Day Emergency Appointment, if we didn’t fill that appointment, which sometimes did happen on the odd occasion, then everyone in the practice was given permission to take a longer [and well-deserved] extension to their lunch break.

Now I know that…..

Now I know that there will still be dentists out there who won’t believe….

And who believe that booking emergency patients in for appointments weeks down the track [because nothing else is available] is a totally acceptable way of doing business.

But it isn’t.

It’s a FALSE ECONOMY that is choking your business.

Now, in implementing Same Day Emergency Appointments, there are other considerations that are needed to ensure the best possible outcomes for patients, and for dentists, and for practices, but when everything runs smoothly, it really does run SO MUCH MORE SMOOTHLY.

Like a well-oiled machine…

It did for me, and it has done for those dentists who have taken this philosophy on board.

It has.

And it will work for you too…

*****

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

 

Building A Successful Dental Business. Secret Number 1.

Building A Successful Dental Business. Secret Number 1.

Building a successful business is not difficult.

So long as you have a good product and provide good service, you will succeed.

But you need to be mindful of a few factors.

Today’s secret is simple.

If you have a good product and provide good service you need to reach out and present your product to sufficient people.

You must reach out to enough potential buyers.

One at a time is not enough.

You need to cast your net widely.

This is because not everyone out there is going to buy your product today.

But do not cast your net indiscriminately.

Not everyone out there is going to need your product today.

Nor does everybody out there think [or believe] that they will need your product today.

But, there are people out there who are in need of the product that your business provides, and who may not be aware that today is the day for them to engage your services.

These people will welcome your message about your business.

Don’t get activity in your own business confused with accomplishment.

And by that, I mean you need to be accomplishing the necessity of making potential customers aware of who you are, and what you do, and where they can find you.

This accomplishment should be something that is done and completed on a steady and regular basis.

Preferably on a daily basis.

It is truly amazing how many business owners spend most of their day handling and dealing with their current business, and then spend hardly any time introducing themselves and their business and its services to new potential clients.

I have to wonder how these business owners can expect to grow their businesses if hardly any potential customers even know that they exist?

You need to get your business known.

And in reality, everything else is useless if you are not doing this.

Every business needs to have a large enough pool of potential customers at the ready that know what that business offers, that the business is able to convert into actual customers.

You don’t need to market your business to everybody.

You just need to market your business to the right people.

Be specific about who you want as a customer.

And anyone who fogs a mirror or anyone with a credit card is not the answer that we are looking for.

Choose the type of customers you want and market your business to that market.

The more specific you are with your “ideal customer avatar”, the better you will find your business will be.

*****

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

 

Being Grateful Is A Big Game Changer

Being Grateful Is A Big Game Changer

I had a message come across my desk earlier in the year.

And putting things simply, the message read:

“Being grateful is a game changer.”

The message pointed out the simple fact that most people out there walk around with a scarcity mentality that causes fear and anger to manifest in their lives. 

And isn’t that the truth.

Just think about it…. 

Aren’t there people out there that you know, that each and every time you make a suggestion, they always raise a negative outcome as a possibility.

And often that negative outcome is something that is not on your own radar.

And nor is it an outcome that you would ever have given a moment’s thought to.

Because it’s a negative outcome that will never eventuate [in your mind].

Here are some examples:

People who say:

“I hope that I can do it.”

Or

“I hope I have the strength to do it.”

When really, they know they cannot possibly do it.

Because if they could, they would respond:

“Yes. Let’s do this!”

Or

“I’m looking forward to it.”

Do you see the difference?

So how do we address this thought process that acts like a dampener on our ambitions?

Because, in order to succeed, we need to be able to over-achieve.

And in order to provide great service, we need to be looking at what we are doing, and what we are saying, each and every day, that we can improve upon, each and every day.

And sometimes it is purely a shift in our thinking that will improve our outcomes.

If we can project our thoughts without any negativity, be it conscious negativity or subliminal negativity, we will be able to convey optimism and convey a feeling of abundance to our world.

And to do this, we must begin from a position of gratitude.

We must be grateful for what we have, and from that gratitude we will grow.

When you rewire your mind to think about everything you are grateful for, it changes everything. 

When you are grateful for every challenge, every hardship and every lesson in your life, then your world will change.

Do not be resentful and bitter about your moments of hardship.

Look upon those experiences for what they were.

And that is moments of education.

Every negative experience we have provides us with a moment to learn.

We learn from our mistakes.

And we learn more from those mistakes than we learn from our wins.

Without struggle there really is no reward. 

When you change your mind and become thankful for your struggles, then they will stop being an issue and will become a blessing.

Begin every day by saying five things that you are thankful for. 

Encourage your team members to all do the same.

And watch things change.

Being grateful, and looking for the positives on a daily basis will stop you from focusing on negativity and the things that you don’t want. 

Doing this for a month, for a year, or better still, forever, will dramatically change your personal and your work experiences and outcomes.

On a personal level, you will find a positive change in the outcomes of interactions with family members and friends.

On a vocational level, what you will see is the creation of a happier and more pleasant work environment, with happier co-workers and more satisfied and grateful customers.

Give it a go and see the difference.

*****

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

 

Dentists Are Too Nice.

Dentists Are Too Nice.

Dentists are too nice.

Some people out there find this difficult to believe, especially considering the amount of pain that dentists can and do inflict.

That’s because the public has a strange perception and expectation of the dental profession.

But, seriously, I see so many dentists being too nice to their patients.

By this, what I mean is I see too many dentists allowing patients to have an easy out and allowing them to defer necessary treatment.

Necessary treatment that if it were done now would be better for the patient than not having that treatment done now.

Here is why diagnosed dental treatment needs to be done now:

Conditions get worse.

Dental conditions do not heal themselves.

They get worse.

Cavities get bigger.

Decay approaches pulps.

Periodontal bone loss does not reverse.

Teeth do not straighten themselves.

Super-eruption does not reverse itself.

The cost of having Dental work done does not get cheaper, especially when the condition being treated worsens with time.Unlike VCRs and large screen TVs, the prices of dental treatment have risen with time.

Leaving treatment to a later date to be fixed means that the treatment will be more extensive and probably more painful when done later.It’s going to hurt more for the patient.

Some treatments are easier for the dentist to perform when they are performed earlier rather than later.

In fact most treatments…

So why do dentists delay treatment?

The number 1 reason that dentists allow patients to “escape” from having diagnosed treatment completed is because the dentist has not been taught how to SELL  the treatment to the patient.

And because dentists are not taught how to feel COMFORTABLE in discussing costs and fees and money with patients, these dentists allow the patient an ESCAPE PATH.

Dentists who do not understand the elements of a sales process [and that’s what it is], feel a rejection when the patient does not go ahead with treatment.

And because most dentists have not learned how to improve their ability to present necessary treatment in a logical sequence, they seek ways of justifying their inadequacies.

In fact, there are some dentists who believe that giving the patient the option of having no treatment is a valid and legitimate option.

Well, let me tell you this:

Patients do not have dental degrees and do not understand dentistry and the consequences of non-treatment.

So, giving the uneducated patient the choice of non-treatment is simply supervised neglect.

In fact, there are consultants who teach dentists how to feel OK about patients not accepting treatment.

Yes, really!

These consultants believe that if you present the option of doing nothing to the patient, and then the [uneducated] patient chooses that option, then the dentist has not been rejected, because the patient has taken one of their recommendations.

Is that crazy or crazy?

Let me tell you this…. Uneducated patients roaming the streets with untreated time-bombs inside their mouths is a recipe for disaster in any community.

All that does is create unhappy patients who want immediate emergency treatment the instant that their untreated work starts unravelling….

And for all of those four reasons I wrote about earlier, when you attempt to accommodate these traumatised and irate patients and try to placate them, you will say to yourself, over and over and over:

“Why didn’t I fix this problem properly the first time I saw it?”

There is a reason.

And that reason is simply:

“Stupid is as stupid does.”

*****

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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