The Benefit Of Always Delivering Your Best Service.
Dr. David Moffet BDS FPFA CSP
Dental Practice Management Specialist > Dental Practice Profitability Expert > Dental Operations Consultant and Coach.
I’m often reminding clients and prospective clients about the fact that for certain services, twenty to twenty-five percent of the population do not care what the competitors are charging; these people are SO HAPPY with the service that they are receiving from their supplier that they wouldn’t even care to think of changing providers.
And think about it… be it your hairdresser, your lawnmowing guy, your nail lady, your pool guy…. as long as they keep on delivering a great product and service each and every time, do you really care what their competitors are charging?
Because there’s no way you’re ever going to change providers.
Their product and service level always exceed your needs and expectations.
True story.
Years ago, when we lived in suburban Sydney, I asked the guy doing my next-door neighbour’s lawn how much he would charge me to do my front nature strip every week while I was away overseas for six weeks with my family for a Christmas vacation.
[The reason I only needed the nature strip doing was because the area between the house and the nature strip was basically just driveway and stairs and gardens, with a wrought-iron fence separating the nature strip from the front garden.]
The lawn mowing guy said:
“Fifty dollars.”
And I immediately said:
“How much would it cost for you to do the nature strip every week while I’m home?”
[Yes, I did say this!]
[that was me being funny.]
Long story short…
To cut a long story short, the lawnmowing guy, who we will call Markham [his real name], did such a good job that he did get the fulltime gig doing our nature strip, along with the job of doing our backyard as well.
Markham was so proud of his work that he regularly shared photos of our nature strip on social media forums, and described it as the best looking nature strip in the Ku-Ring-Gai Shire.
As I tell my clients…
As I tell my clients and prospective clients, I didn’t care what my neighbour across the road was paying his lawnmowing guy to get his lawns done… I was so happy with the way that Markham was doing my lawns that I was never going to change.
It's the same in dentistry…
It's the same in dentistry. Twenty to twenty-five percent of the population are so happy and satisfied with the service and the dentistry and the EXPERIENCE that your dental practice delivers to them, that they would never dream of changing dentists, because they consider what you do for them to be excellent value.
And they’re not willing to risk losing that feeling.
And they see no reason to even bother taking that risk.
They are extremely satisfied with what you do for them.
Here’s the kicker…
Wouldn’t it be nice to grow your practice with more of those people in that twenty to twenty-five percent of the population [for dentistry]?
Wouldn’t that make the practice of dentistry for you far more satisfying?
And here’s a second kicker… the people in that twenty to twenty-five percent of the population for dental services ARE NOT THE SAME PEOPLE in the twenty to twenty-five percent of the population for hairdressing, for lawnmowers, for pool cleaning…
Different people do have different standards and levels of expectation when it comes to different types of services….
You never know…
You never know who expects what from whom…
You never know who is going to raise their hand and be in your dental practice’s desirable twenty to twenty-five percent?
So when you find them, you’d best be on your best game delivering your best service, so you can win them over and keep them…
And you never know when that will be…
*****
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
Chief Experience Officer at billquiseng.com. Award-winning Customer CARE Expert, Keynote Speaker, and Blogger
1 周QUI TAKEAWAY: Customer loyalty is not one BIG WOW to a customer. It’s one little wow delivered consistently to every customer. When you consistently deliver a little wow, you transform an average, satisfactory customer experience into a positively WOW Experience. So, be Magnificently Boring! Consistently deliver a low-cost, no-cost “a little better than the average experience that customers expect” product or service so repetitively that you feel it is boring, but to the customer, at that moment, you are Magnificent! For auto repair shops, clean your car before returning the vehicle. For dentists, after each visit, offer your patients a toothbrush or tube of toothpaste. Customers have an emotional connection with you. The more emotional the connections, the more memorable the experiences, and the more loyal the customers are. Your loyal customers will pay, no matter the price. They will return repeatedly, spend more money, and rave about you to others on social media. Consistency builds trust. Trust builds loyalty. Loyalty builds your business. Deliver consistency Magnificently! Dr. Moffet, thank you for sharing your insight, which prompted me to share mine. For that and so much more, I very much ?? appreciate you.
THE LIMITLESS DENTIST - It's All A State Of Mind. reducing stress, overwhelm and burnout, so that you can "Have It All" with a challenge based lifestyle achieving peak performance and accelerating to become Limitless
1 周Dr. David, your emphasis on delivering top-notch service is crucial. It’s about more than just skills; it’s about being present and genuinely connecting with those we serve. Let’s remember that every interaction is an opportunity to make a lasting impact. Keep inspiring others to elevate their game!