When you’re in the business of customer service, every minute of every working day needs to be SHOWTIME.

[isn’t every business in the business of Customer Service?]

You cannot drop your guard.

You need to be ready at every moment for every possible interaction with customers that could happen at any time in your business.

Because if you’re not ready, and you should have been ready, being ready would have helped your business achieve something.

Clearly, being ready and being prepared for that moment IS KING.

My colleague Dr Robert Pick, says at his dental practice, it’s always SHOWTIME.

What he means is that we must always be leading with excellence, with our best effort.


At all times.

A coach I had a long time ago said that at our dental practice, there must never be a “backstage” area.

What he meant was that in business, every aspect of our business needs to be on show.

And at its best. Always.

Displaying excellence. Always.

And not just for some of the time.

Because part time customer service, on its own, is very hit and miss.

When your business provides only part time excellence, what that means is that your business is choosing not to be its best for part of the time.

And doing that can be very costly for your business.

When team members choose to not be at their best 100% of the time, what they are subliminally doing is sending a message to customers that average behaviour can be considered OK some of the time.

And clearly, it’s not OK to be OK.

OK is average.

And more than ever, our customers and patients are screaming out for above average levels of service.


Dr. David Moffet BDS FPFA CSP is a certified CX Experience coach. David works with his wife Jayne Bandy 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 David and Jayne can help your business