One of the common themes that I see and hear about in Dental Offices with regard to providing Five Star World Class Customer Service to their patients is the fact that employees and owners and dentists know full well what to do and when to do it ….. but they do not do what they need to do when they need to do it.
They know when they should be being helpful.
But there are times when they are not.
They know when they should be listening to their patient.
But they are talking.
Way too much!
They know when they need to be providing the Ultimate HandoverTM with their patient.
And yet they do not.
Each of these errors in behaviour are enough on their own to cause patients to want to go looking elsewhere for a different dental provider.
And why not?
Are your patients leaving your office after each visit saying:
“My dentist talks way too much about nothing!”
“I never know what that dentist is talking about?”
“My dentist always seems in a hurry to get away from me at the end of each appointment.”
It’s kind of like cockroaches….
As a homeowner, when you see one, you think there’s only one….
I’ll let you in on a little secret…
“There’s never only one cockroach!”
And there’s never only one tiny error being made.
There are hundreds of them!
The trouble is, most dentists don’t take the time to find out that they don’t know what they don’t know.
Most dentists don’t even know when they are behaving badly.
Most dentists don’t even know that employees in their practices are behaving badly towards patients.
And yet these things happen and happen and happen.
Often this behaviour is not done intentionally.
It’s done because the team, and the dentist don’t even realise that there are better ways of doing things than the way that they have been doing things.
A large number of behaviours in the Dental Office happen without a consideration.
Ask yourself this question routinely throughout your day:
“Could this be done a better way?”
More often than not, the answer to this question is always
There is always a way to do things better.
There is always a way to say things in a better way.
Using better language, that sounds so much nicer, and is more polite, but still means the same.
The difference between a good Dental Office and a Great Dental Office is that the great Dental Office is always refining, always improving.
A great dental Office is always looking for a better way.
A great Dental office never rests on its laurels.
A great dental office always asks the question:
“If better is possible?”
If better is possible then why are we not doing what is better?
As much as is possible?
Every time it is needed.
Why are we allowing second best, if better is possible?
Sure, near enough can be good enough.
But not in a World Class Operation.
In a World Class Operation, near enough is never ever good enough.
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 firstname.lastname@example.org
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