As you know, earlier this month Jayne and I spent a few days in Brisbane.
Every year we coach our clients three times each year in face-to-face LIVE Intensive Sessions.
This month it was Brisbane’s turn to play host to our one day Platinum Intensive Day.
On one of the evenings that we were in Brisbane, Jayne and I dined at Tartufo Ristorante and Bar. Tartufo is one of your old-style traditional New York style Italian Diners.
With the emphasis being on traditional.
Traditionally great food.
Traditionally great atmosphere and ambience.
And traditionally great service.
How good was the service?
You always know great service because the behaviours seen and experienced in the delivering of the great service to you the customer are usually so rare, that when you receive that service, it literally just stands up and slaps you in the face….
It’s that good.
And this night at Tartufo was no exception.
Our server, Lisa began every question to us with the words:
“May I…”
She asked:
“May I remove this glass?”
“May I remove this plate?”
What Lisa never said was:
“Are you all done?”
And nor did Lisa ever remove anything from our table or bring anything to us without first asking:
“May I…”
As I said, Lisa was a breath of traditional fresh air.
Because she prided herself on being the best, and in delivering the best, she knew that her customers, her diners, would appreciate her efforts and recognise and appreciate the differences she was providing.
In your dental practice…
Are you team members speaking to your customers as politely as they possibly can be, and in such a way that your patients and customers are saying “WOW!!”?
Because it’s when those WOW MOMENTS are so memorable, that your patients and customers will return again and again, with the hope that what they experienced last time will be repeated.
I’m sure this wasn’t Lisa’s first rodeo.
I’m sure that Lisa had perfected her language and her use of her language in such a way that every customer that she served understood and appreciated the efforts Lisa was going to to make those customers’ experiences the best that they could possibly be…
Are your dental office team members working on that principle?
Of being the best that they can possibly be, each and every time that they represent your brand?
Dental team members who work with that same dedication to excellence that Lisa has will certainly be an irreplaceable asset for any dental practice owner who employs them…
Who on your dental team is your dental office version of Lisa?
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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