One of the most important things to remember in a service business is to follow up.
And not to leave loose or open ends.
Communication is the key.
And it’s especially important when dealing with communications from customers who pay you significant amounts of money.
If your customer contacts your office, and leaves a message, it is paramount that whatever that message is, that some form of communication is returned.
Your business cannot hope for telepathy to magically appear and start a discourse with your customer.
Your customer has opened a line of communication for a reason.
Your business needs to continue that communication until the customer is totally satisfied.
This goes for communications involving questions as well as areas of concern, and also complaints.
You cannot have an unhappy customer out there “hanging” in the dark.
You all need closure.
It is important, in the dental office, that the team works together on this so that there is always closure.
It is paramount that every dental team member who is involved in the communication is then invested in ensuring a result.
The team member who takes the initial call and who passes on the first message must be just as invested in this line of communication as the team members who are meant to take subsequent actions.
The chain cannot be broken.
The action of passing on of a message should not be considered as sufficient participation.
Sometimes the dental team member who is meant to take action on this message sadly forgets to do so.
And so there needs to be a chain of accountability established for messages passed on in the dental office.
“I told you about that.”
is not a suitable response.
Every team member who participates in a communication within the office needs to be invested in the finality of that communication.
When there is total investment from all team members, it is then that we have a truly world class operation.
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…
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…
Call Jayne on 1300 387 044or email Jayne@theDPE.com for more details.
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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.
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