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    Achieving 5-star customer service in the dental practice

    How you can motivate your team to provide the best customer service possible.

    We have all heard about, read about, and strived for the elusive five-star customer service. We have attended classes, read testimonials and listened to others tell stories about it. We all want it, strive to provide it and desire to receive it. So what is “IT,” really?

    A favorite vacation at an all-inclusive resort jumps to my mind. We made our reservations, paid for the lodging and booked our airfare. In describing our experience, we purposefully use the word “guests” because that is how we felt from the moment we walked through the lobby doors until we arrived back at the airport.

    We were guests at the resort for seven days and found ourselves discussing the outstanding customer service on many occasions. During one of these discussions, someone in our group summed up why our experience was amazing with one simple statement. “No one who works at this resort ever says ‘no’.” Not once did we hear “we cannot do that,” “that is not our policy” or “we cannot provide that to you.” Rather, what we did hear was “yes,” “let me see what I can do” and “it is my pleasure.” No matter what we asked, they figured out a way to meet or exceed our expectations. 

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    In addition they took service with a smile to a new level. Every time we said “thank you” they said “my pleasure ma’am,” and always with a smile. What we noticed time and time again was every team member was empowered with the ability to make the client/customer happy. If they needed help or assistance, they simply found another team member that smiled just as genuinely and helped their coworker accomplish the goal at hand. It was a beautiful thing that ensured every one of their guests had the best seven days of their lives. In accomplishing this they made sure we would visit again and maybe more importantly that we would refer a friend.

    Have you empowered your team to say “Yes!” and “It is my pleasure?” While that sounds like a simple task, it is harder than it sounds. If it was that easy, we would not see numerous bestselling books or presentations on customer service. In order for empowerment to happen, there must be trust, systems in place, the right team on board and the right mentality from leadership. This goal is a process. It will start with a vision and a mission.

    Continue to page two for more...

     

    Laci Phillips
    Laci discovered at an early age her true passion for speaking and entertaining audiences. As a founding partner at Practice Dynamics, ...

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