Delivering a Memorable Customer Service Experienceby Dr. Ron Arndt
Customer’s expectations of service are so low that today businesses, particularly service-oriented dental businesses, have a unique opportunity to gain a competitive advantage. I believe there has never been a more opportune time for service-savvy dental practices to exceed the patient’s expectations by delivering a memorable experience.
In my previous post I shared how Tim Hrouda, from NITELIGHTS of Cleveland, demonstrated the value and power of exceeding expectations. This newsletter is read by over 1,100 readers, think of how his over-and-above service example is being seen by more than just the homeowner. Why not use this same approach with your patients? Touch them in ways that they will become your biggest ambassadors for your business.
Why not take your next team meeting and brainstorm how you can create your practices’ EXPERIENTIAL STANDARDS where you identify specific behaviors that positively touch the emotions of your patients. These would be activities you would deliver to your patients on a persistently consistent basis. They are non-negotiable!
Touch your patients like this and you will have all the referrals you need.
Do you have a story about a business that went above-and-beyond to provide service excellence? I would love to hear it in the comments below, or on my Facebook page.