Are your offerings and services that you provide consistent with each visit? Is your Client Experience consistent?
When I am presenting on Practice Growth, one of the things I talk about is being consistent. If you are going to offer an exceptional service, you must be consistent and offer that service every time.
For instance, if you have a certain way that your front team answers the phone and they answer with the name of your practice, ask "how can I make you smile today?" and give their name, patients/clients will expect this every time. But if you have one front office person who doesn't answer the way the others do, it leaves the patient feeling disappointed in the experience. I have offices that I frequently call and I like to know who I am speaking with and am used to the office answering that way. If the receptionist doesn't answer and say their name, I always ask, who am I speaking with, please? I like to know the person's name that I am going to engage with. It leaves me feeling like this office doesn't have systems in place, that something is missing and that I feel like they have a Broken Window (Google the Broken Window theory online. It's about fixing small things before they become a large problem). But if they typically don't answer that way, I am not disappointed because I am not expecting it.
Another example is the way you greet your client or the Oral Cancer Screening (OCS) you would perform at every visit. If you missed greeting them with smiling eyes or if you skip the OCS, you are going to leave that client feeling like something is wrong. It creates a negative experience, like they missed out on something.
I am sure you have experienced this even when going to your favourite restaurant, hair dresser or spa. Perhaps you were given some exceptional service many times, and you've actually come to expect it, only to be left disappointed when they didn't offer that service again.
Our members, over 16,000 across the country and globally, come to expect a blog on the On-Track Tuesday. We get emails (That we love to receive, by the way! It keeps us going!) to say how they look forward to them. How it motivates them, keeps them going and keeps them engaged.
So, if I do not deliver an On-Track Tuesday (OTT) blog, we get emails. "I missed this week's OTT"'. "Where is my OTT?"
It would be inconsistent for us to not send it.
The last thing you want to do is offer exceptional service once in a while. As they say it is better to be average all of the time, then to be exceptional once in a while!
Consistency is Key!
We have a surprise for you tomorrow. Please stay tuned :)
Thank you for reading and your continued support.
Have a great week ahead. Please take a look below for what is coming up!