Creating Exceptional Moments

May 2, 2023

In my daily life, I’m always on the lookout for real-life illustrations of excellent customer care and service.?Specifically, I look for examples and ideas that I can share with you, to help you improve your dental practices and the way you care for your patients and your teams.

Last Thursday night, my wife and I went out to dinner at a local pub and grill called Gecko’s. This was the first time we had dined there.

Just an ordinary night out, so we thought. We went with no expectations, other than we were hungry, hadn’t planned anything for dinner, and that Gecko’s was nearby and convenient. ?

We were surprised how our evening at this ordinary pub ended up being extraordinary. Little did we know that Thursday was also “Bingo Night.”

We left feeling “wowed” with our meal, the excellent service, and… with winning at Bingo.

The evening started with the hostess greeting us. “Hello, welcome to Gecko’s.” Her smile was warm and genuine. She proceeded to escort us to our booth.

?While taking us to our table, she asked, “Have you dined with us before?” When we said “No,” she said, “Well, thanks for coming in tonight. I know you’re going to love it here. Please enjoy your meal.”

?Emily, our server arrived within two minutes. Like the hostess, she too, had a huge smile on her face. She briefly reviewed the menu with us and took our drink order. She returned with our drinks, asked if we had any questions, and then took our meal selections.

From my seat, I had a clear view of the kitchen. It was a beehive of activity.?I noticed that in spite of their busyness, the cooks, the servers, and the manager were smiling, laughing, and having fun. Yes, the manager was in the kitchen helping out.

In less than ten minutes, Emily, our server, had arrived with our meals. The portions were generous, the meals were piping hot, they looked and smelled delicious.

From our first bites, my wife and I said, “Oh my gosh, this is so good!” My wife’s tacos were overflowing and bursting with flavor. The chicken I ordered was juicy, tender, and cooked to perfection. ?While we were eating, Emily delivered us drink refills without us asking.

After our meal, we stayed and played Bingo. The “bingo caller,” like the others, was smiling, laughing, and goofing around with the crowd. We were having so much fun, the evening quickly flew by.

This place was extraordinary. Everywhere I turned, I was wowed. From the smiling faces, the delicious food, the laughter, the fun, and the clean bathrooms, this place had it “going on.”

I intentionally sought out the manager. I asked him, “How do you do it?” He replied what do you mean?” I said, “Great food, great people, great place, and great fun.”

He didn’t have much time to chat. He thanked me for my kind words and simply said, “We Try!” I translated that to mean, “We try to do our best to serve our customers every day!”

“Bingo, that’s it!” “We try” is the answer to providing great service. Wherever I go, whenever I receive exceptional service, I always make sure to thank the server, the attendant, or the manager. The reply I repeatedly hear from them is “We Try!”

Here are 5 things I noticed that made my dining at Gecko’s special, five ideas you can use in your practice to create exceptional moments for your patients.

1. Be a great leader for your team and strive for excellence. Remember that you set the tone for your practice. Smile, be organized, set expectations, and don’t ask your team members to do anything that you wouldn’t do yourself.
2. Be visible and “be in the trenches.” Like the restaurant manager who helped in the kitchen, engage with your patients, and engage with your team. Instead of asking, “How is your meal?” ask “How are you doing and how can I help?”
3. Make a list of how to create unexpected moments for your patients. Greet them by name, involve them in their dental care, ask them questions, listen, laugh often, and let them see how well you and your team work together.
4. Serve, serve, serve. Remember that dentistry is a “people business.” Find ways to set yourself apart. Be extraordinary with your communication and always thank your patients. Show them and tell them how much you appreciate them. Be on time and if you’re running late, give them a coffee card or some token of appreciation to show them that you value their time.
5. Keep your office (and your bathrooms) spotless and in good repair. Over the years, I would repeatedly hear patients comment on the cleanliness of our office, our laughter, and our timeliness.

These are just a few ideas for you to implement as you strive to be extraordinary. When you give your patients more than they expect, they will remember you, and they will tell their friends.

At your next team meeting, put your heads together and come up with your own “We try” list, and then make it happen.

When you do, you will see your practice start to grow, you’ll have more fun, hear more laughter, and say “Bingo, that’s it!”

Wishing you much joy, fun, fulfillment, and financial success in the days ahead.

Rob

Robert M Maguire DDS MASCL

Dr. Robert Maguire, DDS, MASCL had a successful solo private practice in Wolfeboro, NH for twenty-eight years. He also has a master’s degree in strategic communication and leadership. He is now a speaker, author, coach, and a consultant, helping dentists clean up the chaos and confusion in their dental practices. To learn more about Dr. Maguire and his “hands, head, and heart approach,” visit www.thefulfillment.coach.