Who Really Is Working For You?

Who Really Is Working For You?

I often ask this question to dentists:

“How many people work for you?”

And one of the best answers I receive is:

“About half”

Which is really sad.

It is really sad that there are businesses out there employing people who are not digging in.

People who “turn up” physically but fail to turn up mentally.

People just going through the motions.

But they are doing it on someone else’s dime.

To me, that is tantamount to stealing.

In reality, employees turning up and not working hard are stealing on three parts.

Firstly, they are stealing from their employer. They are stealing salary that they have failed to exchange toil and sweat equity for.

They have failed to give a “hard day’s work” in exchange for a hard day’s pay.

Secondly, they are stealing from their fellow employees. Their fellow employees are putting in more effort, but both the “underperformers and the regular employees are receiving pay for a full day of effort.

And what happens is that the lazy employee is being carried by the more diligent employee.

Thirdly, the lazy employee is stealing a position of employment from somebody out there looking for work who is willing to work harder.

And lastly the lazy employee is stealing from the customer. Because the customer is paying to be well attended and looked after. And instead the customer is receiving a half-baked effort at service. [is that correct? Should it be called an effort if the effort is not absolute?]

There is absolutely no reason on earth to be tolerating underperforming team members.

Why would you even contemplate having people on your payroll who are not giving their job with you their 100% best effort?

Employing people who fail miserably to give their best in the workplace only creates frustrations that harbor growing resentments amongst your team towards you, the business owner.

Don’t do it.

Don’t bother with those who don’t value the opportunity that you are placing in front of them.

*****

Linda Miles is coming to Australia in August.

Don’t miss this once in a life-time opportunity to see and hear Linda speak first hand…

Book your tickets HERE.

*****

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 387 044or email Jayne@theDPE.com  for more details.

*****

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

We Are In The Problem Solving Business.

We Are In The Problem Solving Business.

We’re not in the dental business.

We are in the problem solving  business.

We have paying customers who we serve.

People don’t come to the dentist to buy a bushel of crowns.

Or a dozen Class I composites.

Your customers come to you to have their particular problem solved.

Or to prevent a problem occurring.

So as dentists you are in the problem solving business.

And the problem prevention business.

When you buy a drill bit, you are not buying a drill bit. 

You are actually buying what the drill bit will do for you.

The drill bit creates a hole. And it is the use of that hole that is the problem that you are solving.

You might be trying to secure a heavy item on a rendered wall. Such as a large picture, or an electrical appliance.

The problem you are solving is the hanging of that picture or of that appliance.

In the same way, your dental customers do not buy fillings. What they really buy is the ability to eat foods comfortably without food getting caught between their teeth and in cavities. What they are purchasing is the ability to consume all foods without pain [caused by hot, cold, and sweet foods].

They do not come in and say I want a filling.

They come to see you and let you know that they have a dental problem.

And they want you to solve it.

Similarly, patients do not come in and purchase crowns for their teeth.

You offer the crown as the viable solution for restoring their tooth with the strongest material with the greatest prospect of longevity.

It is when we see our role as a problem solver rather than as a tooth panel beater, it is then that we truly realise our purpose in the community.

Imagine you had a hole in your roof and you called a roofer.

When the roofer arrives at your home he inspects your hole.

The first thing the roofer says is:

“It’s not that big a hole”

Then he says:

“Let’s give it a couple of weeks and see if the problem just goes away on its own”

He might also say:

“Well, if it only rains on the other side of your house, well that will be OK…”

And he can also say:

“We have three options of fixing this:

I could put down some plastic sheeting and that will be OK for light rain. As a stronger alternative, I can tie down a tarp, which will last for three months or so, while you save up.

“The best option is for me to fix that hole with tiles or tin like you had there before, but that’s the most expensive option, and you probably don’t want to spend that much money. Let’s try the plastic sheeting and see how it goes….”

And you’re thinking to yourself:

“Just fix this blinking hole so my carpet and walls don’t get wet again.”

The last thing you probably really don’t want is the roofer giving you a long list of options and you having to choose the solution.

After all, you are no roofing expert.

And he is!

What you want is the leaky roof fixed right, the first time.

You probably don’t want a lecture on the five hundred different solution options.

You just want it fixed so that the roof doesn’t ever leak through again into the inside of your house.

Why do dentists take it upon themselves to give patients with no dental knowledge a crash course in dentistry and then ask them for their educated opinion?

Let’s simply fix things right the first time…

After all, when asked, your patients would probably choose:

“Fix it so I don’t have to keep on coming back”

Over

“Well, let’s see how long that lasts…”

*****

Linda Miles is coming to Australia in August.

Don’t miss this once in a life-time opportunity to see and hear Linda speak first hand…

Book your tickets HERE.

*****

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 387 044or email Jayne@theDPE.com  for more details.

*****

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

Doing Nothing Is Not The Answer.

Doing Nothing Is Not The Answer.

When your business needs invigoration, you need to take action.

HOPING that things will get better at your business is not the answer.

Doing nothing to change your situation is not the answer.

You need to change course.

You need to decide, and implement.

Because what got you in to the state that you need to change, is NOT  going to get you out of that state.

Something else needs to be done.

A different course of action needs to be put into place.

But there must be commitment.

When change of direction is  needed, the business must COMMIT to doing all that it can to follow that course of change.

There is no safety in standing still.

Before following someone, you need to make sure they are headed in the right direction.

There is no point in following someone who does not have a proven track record of success.

Years ago, I won a football tipping contest in in Australian Rules Football.

The interesting thing about that contest, which ran for nine games each week over a twenty-five week period, was that during that season I never watched one game of Australian Rules Football.

What I did do was to seek out an expert and follow the tips of that expert.

I followed the advice of someone with a proven track record.

Most tipsters in tipping competitions think that they can work things out better than the experts.

But they never do.

And it is the same in life.

Some people try to pick winning stocks on the stock market.

Others just follow the advice of reputable investment advisors.

Who has already achieved the results that I am wanting to achieve?

Most people out there follow no advice or bad advice.

95% of the population end up broke and dependent upon others or government handouts for their retirement.

Because they do not seek out the advice of other successful people.

They ask their mates.

And they ask their family for advice.

And their mates and their families act as moral saviours to prevent their loved ones from “becoming different” or successful.

And so the status quo is maintained.

Others out there follow herd mentality.

They do things because everybody else is doing it so it must be the right thing to do.

And I guess that’s what the 95% choose to do…..

If you do want to be successful, find out what your competitors are doing and just do the opposite.

Most of your competitors are just doing nothing.

Or they’re following the advice of people who have never done what needs to be done.

Remember, what got you here is not going to magically get you out of here…

*****

Linda Miles is coming to Australia in August.

Don’t miss this once in a life-time opportunity to see and hear Linda speak first hand…

Book your tickets HERE.

*****

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 387 044or email Jayne@theDPE.com  for more details.

*****

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

To Provide Great Service You Need Great Processes

To Provide Great Service You Need Great Processes

Over my travels of the past week I’ve come to realise that great service and great processes go hand in hand.

It is very difficult to have success by having one without the other.

In fact, dare I say, it is impossible.

Even the Seinfeld Soup Nazi, who had great soup, but no service acumen, met his fate in the end.

You cannot rely on your processes, or systems, to dig you out of a customer service fail hole.

Once you are in that hole, you are in deep. And you need to stay there and suffer the consequences.

If your service is great at your restaurant, but your food is bland, then it’s only a matter of time before your clients lose their tolerance of the poor product.

No matter how good the service, your clients will eventually go elsewhere because your systems let your clients down.

Your product needs to aim up and match your great service.

Back in the day, when dental technicians operated with couriers, or better still, couriered their own jobs themselves to the dentist clients, I worked at a dental practice where the delivery service was always punctual, but the product,  the denture set ups were always wonky and needed attention.

My employer finally drew the line and ended the relationship.

Later, I had a very good dental technician who provided exemplary denture work. However, his delivery services were erratic and unreliable.

We ended the relationship and took our custom elsewhere.

How are things at your dental office?

I see practices where the dentist moves patient appointments to suit his own circumstances.

And then the dentist wonders why patients at his practice keep wanting to move their appointments?

And the dentist then gets upset with those patients?

Can you see the problem here?

I certainly can.

The systems you employ in your dental practice require congruence with the service you provide.

Respect your systems AND respect your customers.

Provide great service. But back your service up with watertight systems and processes that say to your customers:

“We care”.

*****

Linda Miles is coming to Australia in August.

Don’t miss this once in a life-time opportunity to see and hear Linda speak first hand…

Book your tickets HERE.

*****

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 387 044or email Jayne@theDPE.com  for more details.

*****

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

Our Way Or The Highway.

Our Way Or The Highway.

Last weekend Jayne and I visited Canberra where Jayne presented another of her very popular Masterclasses.

On one evening, we dined at a restaurant that had a very peculiar protocol for diners.

The restaurant’s menu consisted of a long list of small plates ideal for sharing.

When we were asked for our order, we were told by our server that at this restaurant, they bring all the dishes at once, so we would be best not to place the order in its entirety but rather, to place the order in smaller sections, and then add additional plates later on.

How peculiar.

Surely a restaurant should have the ability to time the delivery of its product so that the diners do not experience a log jam?

Especially, if the restaurant is presenting itself as one of THE “in places” to dine in the city.

This restaurant was trendy enough….high ceilings and a bar lined with bottles and bottles of a wide variety of whiskies and gins and tequilas.

And plenty of staff as well.

Anyway, we succumbed to the server’s demands and ordered our first three raw dishes.

And guess what, they arrived all at the same time.

Which was kind of stupid.

Because we would have preferred to enjoy the dishes one at a time…

After completing those dishes, we then ordered three small warmer dishes, which as you would expect, were delivered pretty well on top of each other.

Once those were completed, we requested a menu AGAIN and then waited for an eon while waitstaff at the bar seemed to do everything around us except to ask us if we would like to order more food.

I’m not sure why this “policy” was being used by this restaurant.

Any good restaurant should be easily able to pace the service of its food….after all its not rocket science, and there are plenty of other restaurants out there that can perform this task with ease.

But to declare with such arrogance that “this is how we do it here” and then NOT back that decision up with exemplary service, well that’s criminal.

My rule too is that if the first half of the dining experience is flawed then the reward to the restaurant of dessert, coffee and a tip is withdrawn.

They need to earn this reward.

And on this occasion, this restaurant did not.

To ice the cake, at 10:00pm, unbeknown to us, this restaurant becomes a bar and so for the completion of our meal we were joined at the seat beside us by a belligerent guest who just wanted to join our conversations and comment derogatorily about us…. while he was drinking Pepsi cola only.

Will we be going back to this restaurant and be recommending it to others?

I don’t think so….

Their systems were flawed.

And their systems were self-imposed…..

This certainly was not an Ultimate Dining Experience….

How are things in your dental practice?

Are there systems or protocols in your practice that operate illogically?

Are your protocols acting as a deterrent for the best type of patients that you want to attract and keep?

*****

Linda Miles is coming to Australia in August.

Don’t miss this once in a life-time opportunity to see and hear Linda speak first hand…

Book your tickets HERE.

*****

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 387 044or email Jayne@theDPE.com  for more details.

*****

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

What Is Service?

What Is Service?

I was searching for some images recently and came across this one here that I thought would make a great conversation starter.

Often I’m searching for images to portray an association with a blog article I may be writing, but in this case, I found this image that stimulated the blog, rather than the other way around.

If you get my drift?

So let’s look at the image, and discuss each of the component words, and their contribution to our message.

SERVICE.

Central to our image is the word “SERVICE”, with all other words in the image contributing to the “SERVICE”.

CUSTOMER.

Customers are central to the concept of service.

Without customers we have no business, and with no business, then we cannot exude our service skills.

In exchange for the great service we provide to our customers, they respond with a degree of loyalty toward our business.

The better the service we provide, the more loyalty we create with our customer.

Our goal should be to make sure that our service is so exemplary that wanting to be taking their business anywhere else would be the thought farthest from their mind. 

FRIENDLY.

Service should always be provided in a friendly and courteous manner.

In fact, in my dental practice, the aim of our business was to build relationships with our patients that were  as strong as friendships.

I often said that 95% of the patients of my dental practice I would be happy to have as guests in my home.

When your relationship with your customers goes beyond what you do for them and embraces the “WHO” that you both are for each other, it is then that you have indeed embraced the body of the ideology of service.

SUPPORT.

Your customers must always believe that you are there to help them and to solve their issues and clarify their concerns.

Your customers want to know that you are indeed there to help them and to support them with what they are trying to achieve.

Your customers need to “feel” your support for them. They want to know that you have their back.

INNOVATIVE.

Your service processes need to be inventive and creative.

“Same old same old” is not going to do it forever for your customers.

With service, you need to be always looking for ways to improve upon the things that you do for your customers so that they look forward to seeing you with anticipation.

One of my mantras was:

“What can we do for Mrs Smith next time that will make her visit more memorable than it was today?”

Remember, the road to excellence has no finish line….

POSITIVE.

Remember, when your customer walks in your door, you have absolutely no idea what sort of day they have been having. 

Nor do you know what they are thinking, about their dental appointment, nor anything else for that matter.

Our role is to provide them with positive feelings during their time with us.

There is no time in our dental practice to be entertaining any thoughts of negativity about anything with any of our patients or with any of our co-workers.

As dental workers, sometimes we forget that attending a dental appointment can be emotionally draining for some of our guests.

We need to be doing everything in our power to send thoughts of positivity to our patients.

PRECISE.

Your service must be on point.

It must be as precise and as regular as a Swiss Watch.

Your customer service processes need to be defined so that they act with seamless regularity.

Your customers must never be made to feel that your service is contrived or that their requests are a burden or an inconvenience.

Your customers must always be feeling that the providing of service by you to them is an absolute pleasure for you.

TIMELY.

Your service must be appropriate.

It cannot be overdone.

Recently a friend was telling me about a burger place he visited, where once he had his food, a member of the wait staff had asked him how everything was so far on his visit.

As they do.

After he replied, she then removed a decoration from his table.

The presence of this decoration on his table was used by the wait staff to indicate to each other that this table had not been asked about their visit.

Removal of  the decoration from the table sent a message to all wait staff that this table had now been asked.

This story reminded me of a fine dining experience I had some twenty five years ago where everybody from the restaurant, and I do mean EVERYBODY, had asked us how we had enjoyed our food so far.

So much so, that when the head chef finally appeared to ask the same question, we had to tell him ENOUGH ALREADY…..

It was just too much.

Make sure that processes are timely and appropriate.

SERVICE.

If you are able to organise these seven ingredients into a constructive manner, you will find that your service processes will indeed be soaring towards world class  status.

Consistency is the key….

*****

Linda Miles is coming to Australia in August.

Don’t miss this once in a life-time opportunity to see and hear Linda speak first hand…

Book your tickets HERE.

*****

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 387 044or email Jayne@theDPE.com  for more details.

*****

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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