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Service–I Mean REAL Service With a Genuine Smile

Last weekend my Sweetness (my wife Trish if you are new to my blog) and I spent a wonderfully relaxing weekend with our dear friends, the LeBlanc’s at what I thought was going to be an “okay-out-in-the-woods-so-so” Inn as my experience in the past was mediocre at best.  But hey, you go where the wife tells you.  What a delightful surprise that made the time with friends and my wife memorable; full of laughter; and braggable.  I experienced the unexpected when I was not expecting much more than average.  The Inn at Honey Run (click the link), now under new ownership and managed of Mr. Phillip Jenkins, has been transformed into a service model for how to take care of customers and be remarkable in the process.  The rooms are incredibly comfortable; room service fast, efficient, and non-interrupting…the property is snuggled among 70 acres of heavy forests and in the heartland of the worlds largest Amish community.  Did I mention romantic?  That in of itself would be enough, however, what Mr. Jenkins has been able to do with his team is nothing short of REMARKABLE.  If he was one of my clients he would be in the running for my PURPLE COW AWARD (click on the link to learn more).

We were treated to the most remarkable “greeters”; concierges; and dinner waiters.  These people knew how to make us feel sooooooooooooooo special; they made us laugh; they handled our every request…..and with a SMILE.  They could not have been more “customer-centric” even if I asked.  We truly did not want to leave.  These people got to know, understand, and serve their customers.  Their smiles and laughter were contagious.  Molli; Gary; Kelly; Diane were among a cast of delightful people who made The Inn at Honey Run an example of what is fabulous about serving others.  Mr. Jenkins, the people-person that he is, has instituted a HONKING program where his guests get to acknowledge and recognize REMARKABLE service.  I’ve provide a link here (click here) that will remind you of the value of team and recognition.  Jenkins is a master and his team were brilliant.

I know, you think…..what’s the big deal Ron.  My belief we have come to accept mediocre as the norm.  Well, this experience caused me to think like a coach, so here are some questions for you to ponder and perhaps print off and discuss with your team.  How can you learn from The Inn at Honey Run and apply these concepts to your business………I know your dental patients want to feel special.  Think of how they will refer others to you after they get to experience your caring?

1. What if a patient asked a question and the answer is always YES?  Presuming the question is not illegal, immoral, or fattening, how can you and your team provide the solution?
2. What training do you and your team need to think and behave YES when a patient has a request?
3. What would you and your team need to do to choose your patients over convenience?  What do you currently do when your patient/customer asks for something that is different from what you usually offer.
4. On a scale of 1-10 with 10 being magnificent, how alert, awake, and ready are you and your team with a warm smile and a friendly hello for every person who enters your front door?

Mr. Jenkins and his team did these things.  Here is an idea………why not hold your next team retreat or annual goal planning meeting at a location like The Inn at Honey Run; the Ritz; or you pick it where you and your team get to experience excellence in service?  I am convinced this will be your “distinctive competence”.

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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2 Responses to “Service–I Mean REAL Service With a Genuine Smile”

1. John Powers Says:
   February 20th, 2008 at 11:23 pm

   I’ll be using this at our next staff meeting.
   Thanks

   John

   PS~ See what happens after I fill out a survey…

2. Molli Says:
   April 8th, 2008 at 3:58 pm

   Hi there Dr. Ron! I sent you a message a while ago, but got no reply, so I will try this way!

   Thanks for the great comments! We loved having you, your wife and your friends!

   Molli

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