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Dental Practice Customer Service

How are you doing in the category of “customer service”?  Take a moment now before answering.  Typcially we say:” hey, we’re doing great…our patients love us and tell us all the time.”  Somehow I doubt it.  Even when we are giving what we define as great service (I’ve been there), the customer thinks different.  Here is an example of REAL customer service.  Honestly compare yourself to this example (now don’t get anal on me and say this is “different” or “not like a dental office” or some other excuse….how can you compare what goes on in your office with this example).

Scenerio:  I ordered 5 copies of The Secret on line from Amazon and was “threaded” to another company to fill the order.  After waiting over a week I received the package….only with one (1) of the original order of five books.  I waited another week an still the remaining books never appeared.  I then emailed the company explaining my conundrum.  Below is the reply I received within 30 minutes of my email post:

Dr. Arndt I sincerely apologize for Our error.  We do not normally get orders for the same book with a quantity greater than 1.  I have no excuse for this mistake.  I will immediately ship out the other 4 books and will in fact re-ship the whole order so that you will receive a free copy of the book.  I certainly do not want you to think we normally do business this way.  I will ship the books via USPS Priority mail and will have a tracking number which I will forward to you by tomorrow.  We truly appreciate your business and wish to do everything we can to keep it now and in the future….Lee

Guess where I want to shop for all my book orders? Right Here with Lee…. varietyshop@thebeststopshop.com.   Here are several coaching questions to help you hold the service concept as special, like Lee:

1. How well you you and your team handle “dropped balls” when they inevitably happen? (If well, identify; If not well, what will you do beginning NOW?)
2. How do you and your team plan out customer “recoveries”? (What steps do you take and delineate them on paper)
3. What is your willingness to simply say: “I (we) made a mistake and here is what we are going to do to make it up to you? (How can you as a team “practice” apologizing and manintain your dignity?)

Dr. Ron is the only Master Certified Dental Coach (MCC) on the planet. He has blended 20 years of clinical dental practice with executive roles in financial planning and investment management along his graduate business training to provide his clients with the tools, support, and accountability to accomplish more. About Dr. Ron, "I count you as one of life’s best finds", says Dr. Gary Imm of Reisterstown, Maryland. He has authored many articles; manuals; ThinBooks ^tm; TeleClasses and if you visit http://www.drarndt.com you can receive one of his FREE reports, "9 Painful Mistakes Dentists Make in the Hiring Process"

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