I know I have written about this happening over and over again in the delivery of amazing customer service or should I say, the delivery of bad customer service.

You may know what it is.

Yes, it’s chit chat among the team at the expense of serving and caring for customers.

You know what I mean, as I am sure you have experienced this yourself as a customer. You end up being ignored because the team, who should be paying you attention and keeping a careful eye on meeting your needs, are too busy talking to each other rather than to you.

Do you think this is happening at your dental office?

I hope not.

I was recently on a flight where the crew were having a rather loud conversation with each other that the rest of the passengers were privy to. It would have been much more professional to use the time they had to discuss their weekend, and instead, acknowledge and converse with their passengers. I am sure there were passengers who would have loved the offer of another beverage.

When you serve customers you are always on stage until you go home.

It is so important to let your team know this.

After all your team only know what they know.

The very best customer service Is customer centered not team centered.

When you go through what is expected of your team then this is the time to go over how you want them to interact with customers and each other.

A clear line in the sand is needed so there is no confusion or misunderstanding when it comes to the level of customer service that your team are expected to deliver to your patients.

When it comes to delivering the most amazing customer service, you never want your team making it up as they go. This is when mistakes can happen.

I hear dentist say that they have the right team who just know what to do. I still believe you need to set the expectation. This is your business and patients and the right team will always be alright with you setting reasonable high expectations.

The wrong team will not.

So don’t accept less in your business. Why would you want that and why would you want that for your patients?


Jayne Bandy is a certified CX Experience coach.
Jayne works with her husband Dr. David Moffet to help SME businesses improve their Customer Service Systems to create memorable World Class experiences for their valued clients and customers. Click here to find out how Jayne and David can help your business