Communication is the ability to be heard and understood.
Wouldn’t you agree?
The outcome of communication is a response of some sort either verbal or with an action.
From time to time communication can fail and fall down.
I know this because it happens to me from time to time.
I am always working on my communication skills but often in my haste and poor decision making, it can fail.
Do you find from time to time this also happens to you?
It can be a missed email, a misunderstanding and not being clear about the next step or a big error on your part.
In your business you are always trying your best to offer excellent customer service and care but there are times when something falls apart in your communication and a bad situation develops.
What you do next is the most important part of the communication failure.
Now you have an opportunity to make it up to your patient.
This is what we call in the Customer Service Profession, Customer Service Recovery.
This is the part of Customer Service that really proves you are offering Excellent Customer Service.
This is the part that people overlook.
When you fail to deliver customer service and care to your patients you now have the opportunity to do something to make up for the fail.
How do you make up for giving your patient a bad experience?
You need to do something amazing to recover from the bad situation or experience you have delivered to your patient.
Every time you have fall down in your customer service and care, record it and make a note of what you did to make up for the bad customer service and care your patient received.
Every business should have a Customer Service System that is easy to follow. A system that contains all of your Customer Service Procedures. A system that explains to everyone on your team what you expect from them, when it comes to customer service and patient experience in your dental office.
Allow your team to record amazing customer service experiences they have delivered to patients and celebrate this as a team win.
Delivering excellent customer service is very contagious. Once your team see others on their team doing this then they too will join in and ensure your patients receive the care you want and expect.
A Customer Service Recovery System is also very important. When you or your team fall down in delivering customer service to your patients, then record these fails and what you did to make up for the fail in customer service.
I know most dental offices are not doing this. They focus on Customer Service now and then when they have enough time in the day.
You will never regret taking the time to set up a Customer Service System in your practice and the best news is that you will have it forever.
While other practices stumble over delivering customer service, trying to provide their patients with an experience, you will be getting it right.
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Dental Practice Management Extravaganza Raising Money For NSW Victims of Bushfires
This event is a special event organised to raise money for those in the NSW South Coast affected by bushfires.
We are working in close conjunction with local dentist and friend Dr Craig Newman to coordinate this event.
100% of the money raised from ticket sales will be donated to those who have been affected.
The purpose of this Dental Practice Management Extravaganza in Merimbula is to help bring economic stimulus back to the town that has suffered significant economic losses as a result of the fires.
All speakers have donated their time unconditionally.
Agenda: The event begins on Friday afternoon with tourism activities and then welcome drinks and dinner on Friday night.
Saturday is our day of education, with a Grande Finale dinner on the Saturday night.
Education and a tourism expedition is organised for the Sunday morning.
For best accommodation options please check Trip Advisor.
https://www.tripadvisor.com.au/Hotels-g528992-Merimbula_New_South_Wales-Hotels.html
Speakers include
Jayne Bandy
Julie Parker-Kovess
Dr Toni Surace
Dr Harry Marget
Angus Pryor
And many many more being added.
*Ticket fee is for education only. Social functions to be charged separately.
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ACAS2020
I have the honour of speaking at ACAS2020 in Sydney February 21-22.
Find out how your team can convert more Phone Enquiries into kept Appointments.
If your team don’t know what to say on the phone and are not ready to book in appointments for Clear Aligners, then you will be missing out on a lot of patients.
I will be giving you tips and ideas on how to convert calls to kept appointments.
Get your tickets now. Don’t miss out!
https://acas2020.com/
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Call Tracking Excellence
With Call Tracking Excellence your team will learn the SAME exact processes Jayne used to:
1. Dramatically improve new patient call-in conversions to booked appointments..
2. Retain existing patient appointments and…
3. Prevent ongoing losses from appointment cancellations.
For those of you, who are ready to get started call me on 1300 378 044 or email jayne@thedpe.com
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Thank you to all the fabulous dental teams who have attended my Master Classes over the last four years.
2020 will be the start of a brand new, NEVER done before 2 Day Event. As soon as I have all the information you will be the first to know!
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Dental Phone Excellence is a simple to implement complete Phone Answering System I developed that helped me to build an extraordinary dental practice in the heart of working class Western Sydney.
If you’d like to know more, download my sixteen page FREE special report “How I Quickly and Easily Went From 35% to 77% New Patient Telephone Conversions, and Doubled The Size of my Dental Practice Along the Way” and discover some of the many costly mistakes being made on your phone…..
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