Why isn’t your business providing a world class experience to each and every one of your customers each and every time that they do business with you?

Is it really that difficult to do?

One of the BINDING PRINCIPLES of providing World Class Customer Service to your clients ,customers, and patients is the principle that you, your employees, and your business are always striving to make the experience that you deliver to your customer on their visit to you today EVEN BETTER than it was the last time they did business with you.

How can we be better tomorrow for our customer than we were for them today?

How do we make their next visit with us more memorable next time, than this visit with us was today?

These are the questions I would repeatedly ask of my team as we strived to be THE BEST Dental Practice that our clients and patients had ever experienced.

Because to us, as their dentist, it wasn’t about the dentistry.

And we didn’t want it to be about the dentistry.

We wanted their visit to our dental office to be about the EXPERIENCE.

We did not want to be considered as “just a commodity”.

We wanted our patients to leave our dental office in awe, with the realisation that their appointment was not about the procedure, it was about them as human beings and their RELATIONSHIPS  with us, with our team members, and with our dental practice.

We considered our patients to be our friends, our family.

And we hoped that the respect that we showed them was appreciated as a friendship, as a relationship, and not just simply as a transaction.

As a business, and as team members in that business, we all strived for improvement each and every day that we went to work and went about our daily duties.

We were never ones to rest on our laurels.

Complacency was not in our vocabulary.

Art Linkletter summed it up when he said:

“Do a little more than you’re paid to. Give a little more than you have to. Try a little harder than you want to. Aim a little higher than you think possible, and give a lot of thanks to God for health, family, and friends.”

I used to tell every prospective employee at their interview that I believed my patients of my dental practice were my friends and that I would be more than happy to have 95% of them as guests in my home.

It is having this relationship of respect, and this striving for continual improvement in your business that truly separates those businesses that are providers of World Class Customer Experiences from those that are not.

And picking your lane is easy….


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