Why Do People Phone Your Dental Office?
“The caller has already made that decision before they start dialling.”
“That’s Not In My Paycheque”
“Nobody at our practice is there to devalue the purpose and the mission of our practice, or devalue the experiences of our valued customers.”
The Flow-On Benefits Of Providing World Class Customer Service: Lesson One
“Our concern should always be about the patient’s well-being. Not about our appointment book.”
Great Service Begins With Intent
“When you do this for every customer, your customers will become your biggest and best evangelists for what you do for them.”
Success Was Never Achieved With A Half-Baked Plan
“A lot of people run their businesses by doing the opposite of proficient, and in so doing, they wonder why they FAIL TO achieve a successful result.”
As A Leader You Need To Be There. Or Be Nice.
“Sometimes it’s necessary to be circumspect about the possible states of mind of the people who will be receiving your message.”
Is Your Customer’s Request Reasonable Or Unreasonable?
“Let’s make sure as dentists, that we prioritise our own posture and our long-term health ahead of patients’ short term requests, and educate them as to the reasons.”
Are You Asking Dumb Questions?
“We need to ensure that every word we utter is because we are attempting to fulfil those three essential requirements….”
Prejudging? Stop it!
“Prejudging a client on what you think they can afford, and not giving them the option to choose better, doesn’t do you or your business or your customer any favours at all.”
As A Health Care Professional, Is Your Opinion Valued?
“Allowing an uneducated patient to choose their own course of treatment is kind of like allowing the inmates to run the asylum..”