Have you ever heard someone use this phrase:
“That’s not in my paycheque”
Or in another language, they might say:
“That’s not my job”
“That’s not in my job description”
“I don’t get paid to do that”
Let’s get one thing straight here…
As dental practice owners and employees, we’re not in the dental business…
We’re in the Customer Service business.
If our practice ain’t got no customers, then our practice ain’t got no business.
Looking after customers, serving our customers, and making them feel special, is what we need to do so that those customers come back, and those customers tell everyone they know and they meet about how great our dental business is, and how great we all made them feel while they were at our place of business.
Dentistry is simply a medium we use for providing great customer service.
Our job is to provide exemplary service of a World Class standard to all of our customers, so that they cannot stop talking about how wonderful we are.
And so when someone in our business is asked by a customer, or by a co-worker, or by their employer to perform a certain task or duty, so long as that task is not illegal or dangerous, if it’s good for the patient, and/or it’s good for the dental practice, then it is INDEED something they do need to do.
It is their job.
In a dental practice, any task that needs to be performed by an employee, or by the owner, that adds value to the patient’s experience at our practice, or adds value to the functionality of the practice, is within the paycheque and is immediately part of the job that that person is there to do.
Nobody at our practice is there to devalue the purpose and the mission of our practice, or devalue the experiences of our valued customers.
Our mission is to consistently provide World Class Customer Service to our patients.
Including any Above and Beyond experiences.
That’s a non-negotiable.
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.
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