It’s funny how things that happen during your day and things you hear people say make you think about customer satisfaction in your own business.
I was watching the movie, Jurassic Park with my son yesterday. During the movie one of the large genetically created dinosaurs had escaped (spoiler alert) and a Theme Park Attendant had to inform the people who had lined up for over three hours, that the ride was cancelled and everyone needed to return immediately to the park entrance.
The people who had been lining up for some time were quite annoyed hearing this news. Of course the Theme Park Attendant was unable to say they needed to leave immediately to avoid being eaten by a large Dinosaur. Instead he said to the masses of annoyed customers the words we all hate to hear:
“Don’t blame me, I only work here.”
This situation where the customer is told nothing is never ideal. People are often quite OK with most things as long as there is a reasonable reason. The problem here was, other than a dinosaur about to kill a large mass of people, was that the Theme Park Attendant was not told what he should say and how to handle the situation best. He was not given the responsibility and accountability that all workers should be given in their job. He became as confused and annoyed as the people who had lined up.
Maybe the Theme Park Attendant could have advised the people that there was a safety issue with the ride and offer them something to make up for the inconvenience when they return to the Front Gate. Maybe some urgency was also needed to make the people take action and leave quickly without a stampede.
This is the same as at the Dental Office. When callers ring the Dental Office they need reasonable reasons to help them take action. We have all heard someone on the Phone say:
“Haven’t got a clue”
“I have no idea”
“That is not my department”
This is a sure fire way to upset callers and make them ring another Dental Office.
In reality the caller will be OK if you are seen to be helping them understand or solve their problem.
If you put up a brick wall when the caller has a Dental Problem’ they will also put up a brick wall and usually hang up at some point and not make an appointment.
What callers really want to hear on the Phone is:
“I do work here and I can help you.”
This blog will feature simple practical ideas that are easy to implement tomorrow in your Dental Office, impacting immediately on your Patients’ Dental Phone Experiences, and ultimately, improving your practice profitability.
At present I have availability for three new private clients. For more information on how I can improve your Dental Office’s Phone Numbers contact me, Jayne Bandy at jayne@theDPE.com