It’s Always Showtime!!
Dr. David Moffet BDS FPFA CSP
Dental Practice Management Specialist > Dental Practice Profitability Expert > Dental Operations Consultant and Coach.
When you’re in the business of customer service, every minute of every working day needs to be SHOWTIME.
[isn’t every business in the business of Customer Service?]
You cannot drop your guard.
You need to be ready at every moment for every possible interaction with customers that could happen at any time in your business.
Because if you’re not ready, and you should have been ready, being ready would have helped your business achieve something.
Clearly, being ready and being prepared for that moment IS KING.
My colleague Dr Robert Pick, says at his dental practice, it’s always SHOWTIME.
What he means is that we must always be leading with excellence, with our best effort.
Always.
At all times.
A coach I had a long time ago said that at our dental practice, there must never be a “backstage” area.
What he meant was that in business, every aspect of our business needs to be on show.
And at its best. Always.
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Displaying excellence. Always.
And not just for some of the time.
Because part time customer service, on its own, is very hit and miss.
When your business provides only part time excellence, what that means is that your business is choosing not to be its best for part of the time.
And doing that can be very costly for your business.
When team members choose to not be at their best 100% of the time, what they are subliminally doing is sending a message to customers that average behaviour can be considered OK some of the time.
And clearly, it’s not OK to be OK.
OK is average.
And more than ever, our customers and patients are screaming out for above average levels of service.
*****
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 年QUI Takeaway: GREAT service is GREAT Theater. Be Magnificently Boring to CARE. Consistently CARE (Communicate. Acknowledge. Respond. Enrich) for your customers so repetitively that you feel it is boring, but to the customer, at that moment, you are Magnificent! Customers have an emotional connection with you. The more emotional the connections, the more memorable the experiences, the more loyal the customers are. And loyal customers will return, raving about you to others. Consistency builds trust. Trust builds loyalty. Loyalty builds your business. Deliver CARE Magnificently! Dr. Moffet, I ?? your post to express my appreciation and kudos for sharing your article, especially your insight, "It's Always Showtime!" I whole?edly agree! In appreciation and in the spirit of paying it forward, I offer this. ? Thank you for sharing your insight, Dr. Moffet, and "collaborating" with me. I very much appreciate you. As you are always, be GREAT out there!
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 年I couldn't agree more with this post about the importance of providing world-class customer service! In today's competitive market, it's essential to go above and beyond in order to stand out and satisfy our customers and patients. The ultimate patient experience should be our top priority, and I appreciate the emphasis on CX coaching and creating an ultimate CX experience. It's inspiring to see businesses and organizations that prioritize good people and invest in their team members to provide exceptional service. Thanks for sharing this reminder to focus on world-class customer service and keep our customers and patients at the forefront of everything we do, Dr. David Moffet BDS FPFA CSP!?