Have you noticed?
You’ve noticed, haven’t you? It seems that the world is evolving very quickly in the field of customer service. In my interaction with 20 different businesses over the last month, it seems that 19 now have made a solid commitment to excellent customer service. Airlines, hotels, cable providers, you name it. I have heard more sincere acknowledgements for my business in the last month than I have heard in one year.
How does this apply? The statistics from Michael Gerber’s EMyth Revisited invite us to believe that 500,000 small businesses start each year but by year ten, only 20,000 are still in business. What do the success story owners have to share about their frutifulness? They have learned that you must treat the customer in a way that exceeds their expectation not once, but every time. There is a formula for this. It is E=R5. Effectiveness=doing the right thing, at the right time, in the right way, for the right person, knowing that the customer is always right. Be grateful for every business opportunity that exists for you.
I am grateful to the Midwest Implant Institute Fellows for inviting me to be part of their mid winter meeting. I am impressed by the technology involved in performing live surgery and beaming it into the conference center for dentists interested in implants to learn from some talented doctors. Dr. Michael Cohen of Seattle Study Club is also on my list of people I am grateful to this week. I had the opportunity to make a presentation on the importance of appointment scheduling to students at the University of Washington. Dr. Cohen invited me to come and we spent time reliving his experience with all of his attendees at the SSC annual symposium. He reassured me that teaching dentists how to relate to their patients is going to continue to be a big part of what I can bring to the table. Dental consulting, particularly, Dental management consulting is what I do. Lastly, I am grateful to Chase Health Advance financing options and Lighthouse PLZ for sponsoring the program at MII.
Who are you thankful for? Have you noticed?