The last 2 days I have been calling clients again – another round of our 15-minute telephone coaching meetings.
I am moved to mention that the majority of my clients do not have receptionists who answer the phone correctly.
I’m not criticising these receptionists – most of them are doing their best in the absence of a robust system/protocol/brand standard.
What’s concerning, however, is that these are clients of The Dental Business School – they are paying for our advice and not taking it.
All I’m asking for is very simple:
“Good afternoon, Stafford Street Dental Practice, Margaret speaking, how can I help you?”
It’s not rocket science is it?
But congratulations to Margaret (she is real) who won the prize for the best-answered phone yesterday.
There were a few others who managed the same:
- Name of practice
- Personal name
- Offer to help question
But many more would only include the first two:
“Good morning, Jones Dental.” Then silence.
- Name of Practice
It’s just not good enough in retail anymore.
And there were some that were completely emotionless and uncaring.
I like talking to the “Margarets” of this world – they make you feel special, welcome, appreciated.
I’ll pay extra if there is a “Margaret” on reception.
On customer service, I arrived at The Grand Hotel in Brighton at 10.30am this morning and everyone in their team – concierge, reception, lounge, bar, housekeeping – has been excellent.
I think they have heard my favourite phrase:
“No problem, leave it with me, I’ll get it sorted.”
I’d happily use this hotel for business or pleasure.
Take your dental team here for the weekend – and show them what you mean.