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:
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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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