Are You A Dentist Or A Salesman?

05267 the ultimate experience logo

I often hear dentists say to me:

“I’m a Dentist. Not a Sales Person.”

Which is an interesting thing to say.

When you are owning and running a Dental Office.

Or working in a Dental Office that has an owner.

Because unless you are a charity, and you are giving your dentistry away, you are involved in an economic transaction or exchange.

You’re involved in an exchange of a good, or service, for a financial value.

What is sales?

Some definitions, according to Wikipedia:

A sale is the exchange of a commodity or money as the price of a good or a service.

A person who sells, or transacts goods or service on behalf of a business owner is still known as a salesman

A person expressing an interest in acquiring the offered item of value is referred to as a potential buyer, prospective customer or prospect. 

Buying and selling are understood to be two sides of the same “coin” or transaction. 

Both seller and buyer engage in a process of negotiation to consummate the exchange of values.

For a business to survive, it needs to make sales that generate enough money to be more than its expenses and costs.

A dental business needs to have enough customers paying enough money that is collectively greater in total than the sum costs of running that business.

DENTISTRY IS SALES.

Dentistry is therefore, sales.

Not charity.

And we are involved in the process of selling.

The three types of transactions

To me there are only three types of transactions:

Gifts

Money or a service or a good is transacted without any expectation of receiving something tangible in return.

Purchases

The exchange of a good or a service for the receipt of either money or a good or a service of agreed value.

This is a normal everyday transaction.

You want a loaf of bread? You exchange a dollar value for that product.

You perform labour? You receive either a dollar value or goods or favour in exchange for that labour.

shutterstock_145140508

Penalties

A penalty is a transaction where one person is forced to surrender their money against their will.

This can be in the form of a fine, or a taxation.

By law, one person must pass their money to another person or organisation, without receiving a direct benefit.

LIKE I SAID, DENTISTRY IS SALES.

Dentistry is sales.

Not charity.

And we are, by definition, involved in the process of selling.

The types of Dental Sales:

1. Needs based sales.

This is where the customer has pain, or discomfort, that needs to be dealt with.

Or they have something broken, that is not causing discomfort, that needs repair or restoration.

2. Benefit based sales.

This is where the customer has no pain or discomfort. Nor do they have anything broken.

This is where treatment is proposed for prevention of a problem, or for improvement of an appearance.

It is similar to purchasing new tyres to prevent your car having an accident on the worn tyres it has.

It is buying pest control, so termites do not eat your house down.

3. Pleasure based sales.

This is where the customer purchases a dental product or process for the emotional benefit they receive from owning that improvement.

This is cosmetic dentistry. It is whitening.

It is treatment unrelated to a mechanical or restorative need.

It is where you purchase a new coat of paint for the inside of your house to give the appearance a “lift”. The house does not need the paint for any other reason other than it will look better with the new paint.

SO WHERE DO WE FIT IN AS DENTISTS?

Needs based dentistry

If you provide your dentistry by servicing from one disaster to another, then you are purely a needs based dentist.

And that’s your choice.

You are like a plumber who repairs blocked drains and broken guttering.

You are mending problems.

You are not preventing problems or solving future problems before they occur.

You are mending, and not replacing.

Benefit based dentistry

If you are solving future problems before they occur, you are preventing problems and so you are providing dentistry on a benefit-based programme.

“If we restore these teeth with crowns or inlays they will not fall apart, and nor are they likely to crack…”

“If we remove this decay while it is small then there is less likelihood of it spreading and reaching the nerve in your tooth…”

This is the way that I practiced dentistry.

I treated for future benefit.

I was not a cosmetic dentist.

I treated for prevention of serious consequences.

My obligation was to ensure that the patient went ahead with the transaction, for their own benefit.

If they did not go ahead, then I had let that patient down because they were leaving with a liability that I had not fully explained to them.

I had not given them a rock solid understanding of the dire consequences of inaction, delay and ignoring.

I had let them down.

It was as if I had allowed my wife to drive around with my children in a car with well worn down tyres.

If I patched a tooth rather than fixed it properly, it was as if I’d repaired a hole in my neighbour’s roof with newspaper rather than with tiles.

Was I selling? 

Who needs teeth anyway?

After all, your patients could buy a blender?

Blenders are cheaper.

Blenders are a little clumsy and awkward when you go out to dinner at a restaurant….

My obligation to my patients was that they accepted and received the treatment that was best for them and their teeth.

Not second best.

If they chose anything other than best then I had let them down.

I’d rather my family drove around on new tyres.

Not worn tyres.

And not re-treads either…

*****

Have you read my book , How To Build The Dental Practice of Your Dreams [Without Killing Yourself!] In Less Than Sixty Days.

You can order your copy here: Click Link To Order

*****

The Ultimate Patient Experience is a simple to build complete Customer Service system in itself that I developed that allowed me to create an extraordinary dental office in an ordinary Sydney suburb. If you’d like to know more, ask me about my free special report.

Email me at david@theupe.com

Did you like this blog article? If you did then hit the share buttons below and share it with your friends and colleagues. Share it via email, Facebook and twitter!!

 

 

Posted in Business Coach, Customer Service, Dental Coach, Dental Consultant, Dental Practice, Dental Practice Efficiency, Uncategorized, World Class Service | Tagged , , , , , , , , , , , , | Leave a comment

How To Easily Maximise Your Social Media Presence

05267 the ultimate experience logo

Have you ever looked at restaurant reviews online?

You can learn a heck of a lot if you do…

Last night I was browsing through Trip Advisor looking at the local restaurants and eateries in the Southern Highlands of New South Wales, where our farm is located.

One restaurant that really stood out amongst others was the local Burrawang General Store and Café.

The reason it stood out to me was that every review it had received on Trip Advisor had been commented upon by the owner.

If a patron had left a great review the owner had added in a personal thank you comment to the reviewer, and thanked them for their review.

If the reviewer had left comments about expectations not being met then the owner had made comments to resolve any issues with a favourable win-win outcome being sought.

In both type of responses the owner had taken a few minutes only to engage with the reviewer.

Everybody who writes a review does so primarily to seek recognition for their comments.

To be reached out to by the owner of the restaurant in a prompt and courteous and grateful manner is certainly a way for this café owner to say:

“Hey, we’re different here.”

So many times a point of difference is all it takes to achieve substantial results.

In this case, the courteous and friendly contact from the owner provides a significant point of difference.

Why is it a point of difference?

Because not many other restaurants out there are doing things this way.

Most restaurants out there aren’t engaging with their patrons at all.

By so doing, this café owner can easily stand head and shoulders above her competition.

What are you doing with your dental office’s online presence to make it stand head and shoulders above your competitors?

In this day and age the social media tools out there are working *with* us as business owners to help us gain a more prominent online presence.

You see, now when you check in on your Facebook page that you are visiting a certain place or restaurant or business, that information about your visit is fed back to you at a later hour or later date.

And this mainly comes in the form of a request for more information from the social media site or review site.

Have you noticed this?

Have you noticed that as you are hurtling along through the airport after de-planing that your cell phone receives a message from your airline requesting information about the following question:

“How was your flight?”

And I know that it’s often the last thing you feel like doing at that moment, but some people take the time to answer these surveys right then and there….

I noticed last night that my personal Trip Advisor had a list of ten venues on it that I had visited but was still yet to review.

And that list serves as a memory jogger for me until I finally get around to leaving a review for those places.

How can we use this in our dental practice?

Nearly everybody out there is carrying a smartphone.

So why not ask your patients to check in on Facebook when they visit your Dental office?

shutterstock_175661117

Straight away your patient is now at this point running an advertisement for you on their social media, because they’re letting their 350-1500 friends on Facebook know that at this point in time they are visiting your dental office.

And some of those friends of your patient will click onto the link to *your* Facebook page to see what sort of a dentist their friend likes to go and see.

Secondly, your patient will receive a prompt from Facebook to leave a review of your business/Dental Office experience on your business’s Facebook page.

By making sure that your team and your office are on the ball giving great service to all of your customers, you leave your customers feeling that it is their duty to share their positive experience about your great customer service.

And that’s what they will do.

It is important to let your customers know that this sequence of events is what is going to happen, and to have a designated person in your Dental Office available to help with these patients and their Social media needs if required.

The thing is that online reviews are one of the important things that new patients are looking to find when they seek out a new dentist.

New patients are looking for good solid Social Proof to support or to validate their choice of business, be it a dental office or be it a café.

And because of restaurant review sites, and because of travel review sites and because of book review sites, and all the other review sites out there, the public are conditioned to be looking out for “what others are saying”.

So it’s important to be helping your happy customers find independent places to spread the word.

One dentist I know in Queensland was seeing a significant number of new patients who were finding and reading the Google reviews about her practice online. [Google reviews are an independent review site].

This dentist had over thirty Five-Star-Reviews while her nearest competition had something like four or five reviews.

When a new patient starts reading these reviews, there’s a great chance that they’ll be more likely to choose the dentist with the significantly larger number of reviews.

This is social proof in action again.

Throughout my travels I see location after location after location where Social Media and Review sites are not being utilised.

And who misses out here?

The patient misses out.

Because the patient doesn’t get led to the best possible dentist.

It is important that your satisfied patients know how to leave reviews of their great experiences at your Dental office on independent sites.

*****

Have you read my book , How To Build The Dental Practice of Your Dreams [Without Killing Yourself!] In Less Than Sixty Days.

You can order your copy here: Click Link To Order

*****

The Ultimate Patient Experience is a simple to build complete Customer Service system in itself that I developed that allowed me to create an extraordinary dental office in an ordinary Sydney suburb. If you’d like to know more, ask me about my free special report.

Email me at david@theupe.com

Did you like this blog article? If you did then hit the share buttons below and share it with your friends and colleagues. Share it via email, Facebook and twitter!!

 

 

Posted in Business Coach, Customer Service, Dental Coach, Dental Consultant, Dental Practice, Dental Practice Efficiency, Uncategorized, World Class Service | Tagged , , , , , , , , , , , , | Leave a comment

Three Simple Things To Remember When Choosing The Best Advice For Your Dental Practice

05267 the ultimate experience logo

I see it all the time.

People too stupid to pay for good advice and instead asking laypeople to give them advice.

You see it on the golf course.

You see it at the cafés and restaurants.

And you see it in the workplace.

Have you ever seen someone ask a layperson for a medical opinion?

“What do you think this thing is on my arm?”

That has to be one of the dumbest things you can do.

Does the person being asked have a Masters Degree in Dermatology?

Probably not….

They may have some skin of their own?

They may have watched one of those medical “freak shows” once or twice on the Television?

And yet there are plenty of real Doctors and real medical GPs around…

And still people ask the opinion of a layperson…

shutterstock_516191218

I see it on the golf course.

Average golfers taking unqualified advice from other average golfers.

Neither of whom are trained golf professionals or instructors….

Neither of whom are trained to diagnose faults in a golf swing.

Neither of whom are trained to correct faults ina golf swing….

And there are plenty of golf professionals and instructors around to give lessons…. real lessons that really count!

And in Dentistry it is no different.

There are dentists who seek advice about their businesses from other dentists, those of whom who may never have been or are yet to be successful in running a Dental Business.

Down here in Australia there’s a corporate dental entity whose practice principal handler has never successfully run a dental practice of his own.

So we have an absolute tosser telling dentists what’s best for their practice of dentistry, and yet he’s taken more paychecks from corporations than he would have taken from real life actual paying patients.

Someone who admits to the dental office staff at one of the poor practices he’s meant to be advising that he’s never actually ever had to do any of the stuff that he’s espousing that they now need to be doing…

How can that person ever *BE* an authority, let alone be placed as an authority?

The mind boggles.

Now don’t get me wrong….

There will always be people who know business who can come from one business to another and be successful in both and in all.

Because the principles of business are common sense.

And there are people who are successful in all aspects of their business despite the fact that they may never have performed all aspects of that business.

And there are others who know their niche back to front.

And stick exclusively to that niche.

On the whole it is important to do your homework and research on who is giving you advice

And yes, sure, there are people who by their very nature can be successful and an authority easily no matter what sort of business they turn their hands to.

But remember these results:

95% of people are unable to retire themselves voluntarily at age 65 and still maintain the lifestyle they had when they were working

Put simply, only 5% of the population can afford to quit working at age 65.

Only one in twenty people out there has gotten it right by age 65.

Interestingly, only 3% of the world’s population have written down goals that they read regularly.

Do you think that there may be a correlation between this fact and the previous statistic?

Lastly, ask this question of others: 

“What are the last five books that you’ve read?”

There is a direct correlation between success and successful mindset and self-education.

The answer to this question will astound you….

[And “Fifty Shades of Grey” should not be one of those books….]

Before taking advice from someone, make sure that they are headed in the right direction.

“Do as I have done.”

Much healthier than “Do as I think might work”…..

*****

Have you read my book , How To Build The Dental Practice of Your Dreams [Without Killing Yourself!] In Less Than Sixty Days.

You can order your copy here: Click Link To Order

*****

The Ultimate Patient Experience is a simple to build complete Customer Service system in itself that I developed that allowed me to create an extraordinary dental office in an ordinary Sydney suburb. If you’d like to know more, ask me about my free special report.

Email me at david@theupe.com

Did you like this blog article? If you did then hit the share buttons below and share it with your friends and colleagues. Share it via email, Facebook and twitter!!

 

 

Posted in Business Coach, Customer Service, Dental Coach, Dental Consultant, Dental Practice, Dental Practice Efficiency, Uncategorized, World Class Service | Tagged , , , , , , , , , , , , | Leave a comment

Adequate Just Doesn’t Cut It Any More

05267 the ultimate experience logo

There’s no doubt that out there in the big wide world that Customer Service in Dentistry is at best disjointed and at worst very non-existent.

And it’s simply because the processes of “Review and Improve” are never put into place for a dental office.

Who is doing the reviewing?

Who is doing the training and the education that result in the improvement?

In most cases the answer to both of these questions is:

NOBODY.

And the answer to the question as to who the team believes should be in charge of both of these processes?

THE DENTIST.

And he is usually too busy doing the dentistry to be checking and reviewing and then allocating time necessary to be training to improve skills for his team members.

Dentistry is a different model compared to other businesses.

Yes it is.

In traditional retail, or in food, you’ll have a maître de, or a concierge, or a supervisor out walking the floor, helping to check things and to schmooze with customers and staff and to make sure that things are going as they should be, or as they need to be going.

But that’s difficult to do in dentistry.

Because the person who owns the store is usually running the store and doing the work, or the dentistry.

Down the back somewhere.

And because of that, he usually has his head down in someone’s mouth all day long, and rarely has the opportunity to observe and nurture his team.

 

shutterstock_115711369

 

 

 

 

 

 

 

 

 

Most of what is going on in his practice is happening behind his back while he is busy doing what he needs to be doing, which is the dentistry.

He’s busy doing something else other than supervising and observing.

Because he just can’t.

Not only are the majority of the patients’ experiences with the practice occurring behind the dentist’s back, but they are also occurring outside of the room that the dentist spends most of his day inside of.

And so if he’s busy fixing teeth, he really has no inert idea about all the “other things” going on in his practice.

Like:

  • How the phone is being answered
  • Whether the phone is being answered well
  • Whether the patients are being greeted well
  • Whether the waiting patients are being concierged or ignored out the front
  • How the patients are being greeted and called by the clinical staff
  • How the patients are being entertained by the clinical staff while waiting in the treatment room
  • How are the patients being cared for if the dentist needs to leave the treatment room for a moment
  • How is the patient welcomed at the front following treatment
  • How is the patient greeted when they arrive at the front following treatment
  • How is the patient discussing ongoing treatment needs with the office staff
  • What are the office staff saying to help the patients accept their necessary treatment
  • How is the patient being farewelled at the end of their appointment
  • And more…

Who is supervising the education and the training of the team members?

And is the team playing by the practice “play-book” when the lights are not on them?

Or are they making up their own plays while there is little supervision, and little accountability, and little interest in training and results?

Some dentist owners believe that the perfectly run dental office is purely and simply a pipe dream that is unachievable.

However, some dentists out there have achieved success in building a well-oiled and well-orchestrated team of customer service professionals who have all of their systems and protocols in place and being acted out with precision.

And when you work in one of those offices where everyone knows their role and the result for the team of what can be achieved by everyone doing what they should do and what needs to be done is magnificent, well then, then, we have a business.

A systemised business that delivers world-class service.

Where the patient sees, feels and knows the difference between what your business is offering, and what every other business out there is simply slapping up and dishing out as “adequate”.

Because adequate just doesn’t cut it any more.

Adequate is the new unsatisfactory.

To succeed and rise above the ashes of mediocrity we need to know what is going on out there and we need to know how to make things different.

And better.

Much better.

And when we achieve this, we have then achieved a significant point of difference.

And you know what?

Out there in the market place, as we see the intrusion of corporatisation into dental supply, there is still opportunity to stand out from the crowd by offering good old fashioned home grown Customer Service.

Of a World Class nature.

And if you build it, people will beat a path to your door.

Because a world of everybody doing the alternative, being only adequate, is not a very attractive proposition.

And it won’t be embraced by all.

There will always be people who will seek out good old-fashioned down to earth customer service.

And they will be happy to pay for that service when they find it.

*****

Have you read my book , How To Build The Dental Practice of Your Dreams [Without Killing Yourself!] In Less Than Sixty Days.

You can order your copy here: Click Link To Order

*****

The Ultimate Patient Experience is a simple to build complete Customer Service system in itself that I developed that allowed me to create an extraordinary dental office in an ordinary Sydney suburb. If you’d like to know more, ask me about my free special report.

Email me at david@theupe.com

Did you like this blog article? If you did then hit the share buttons below and share it with your friends and colleagues. Share it via email, Facebook and twitter!!

 

 

Posted in Business Coach, Customer Service, Dental Coach, Dental Consultant, Dental Practice, Dental Practice Efficiency, Uncategorized, World Class Service | Tagged , , , , , , , , , , , , | Leave a comment

“What Sort Of Accountant Should I Use?”

05267 the ultimate experience logo

Do You Need A Dental Accountant Or A Regular Accountant?

Tough question…

And the answer is simple.

The answer is:

It depends upon you.

Period.

Some dentists need a dental accountant.

It makes them feel “safe”, knowing that their figures, their books, and their performance, are being overseen by someone who “knows” their industry.

“How am I going compared to my colleagues?”

This is a common question being asked by clients of a dental accountant.

There is some surety to know that, in a pool of dentists associated with each other by who does their books, you have a benchmark to make comparisons.

“Your collections are above the average for my clients.”

“Your staff expenses are higher than the average for my clients.”

“You’re paying more rent per square foot than my average dentist client is paying.”

The list goes on….

How about this one?

“Your spouse is spending 46% more than my average dental client’s spouse is spending…”

There is a *surety* of association knowing that if we dentists are all together with this firm who specialises in looking after dentists then we must be better off than if we were simply using an accountant who looks after a wide range of businesses.

And I get that sense of togetherness.

And for a proportion of the profession there is peace of mind with that surety.

Others prefer to be running with a different crowd.

There’s a counter thought for the entrepreneurial dentist…

Would he be better off being looked after by an accountant who looks after other entrepreneurs from a variety of industries and careers other than dentistry?

Is there something to be learned by associating with industries other than our own?

There’s certainly an argument for this case as well.

Staying with the pack may stifle the entrepreneur dentist.

He might be better off learning and hearing about some non-dental successes and failures?

After all, every business, be it dental or non-dental, is really trying to make more money and to make more profit.

shutterstock_192696308

And the easiest way to achieve this at the end of the day is to

  • Collect more. Have more dollars coming in to your business.
  • Spend less. Have lower outgoings and overheads.
  • Invest better. Put your profits to work wisely.

All these can be achieved in an environment away from the gatherings of similarity of source of income.

It’s a tough decision to make….

A dentist friend of mine has jumped from accountant to accountant to accountant.

He’s had some interesting stories with a variety of firms, and found underperformance and disappointment both in specialist firms and non-specialist firms.

It’s a decision that you need to make for yourself, that depends upon your comfort levels according to your knowledge requirements and your own profiling in personality and in performance.

Good luck!

*****

Have you read my book , How To Build The Dental Practice of Your Dreams [Without Killing Yourself!] In Less Than Sixty Days.

You can order your copy here: Click Link To Order

*****

The Ultimate Patient Experience is a simple to build complete Customer Service system in itself that I developed that allowed me to create an extraordinary dental office in an ordinary Sydney suburb. If you’d like to know more, ask me about my free special report.

Email me at david@theupe.com

Did you like this blog article? If you did then hit the share buttons below and share it with your friends and colleagues. Share it via email, Facebook and twitter!!

 

 

Posted in Business Coach, Customer Service, Dental Coach, Dental Consultant, Dental Practice, Dental Practice Efficiency, Uncategorized, World Class Service | Tagged , , , , , , , , , , , , | Leave a comment

The Best Dental Phone Greeting Ever

05267 the ultimate experience logo

There is always debate as to the best way to answer the dental office phone.

Which greeting should you use?

The phone greeting that we found worked best in our office was this:

“Thank you for calling ABC Dental. This is Elizabeth. How may I help you?”

 This greeting was constructed as the combination and integration of three very important and necessary parts.

Together all three unite to create a truly transformational and magical greeting for your caller to hear.

shutterstock_2314483

 

Let’s look at those components and see why they work so well.

“Thank you for calling ABC Dental.”

This sentence sets the tone for the whole call.Firstly, the use of the words “Thank you” tells the caller immediately that we are appreciative of them making the call to our office. We are leading on the front foot here with gratitude.

We are also identifying the name of our Dental Office.

I make this comment, because I often hear of Dental Offices where they do not identify their office by name, when calling on the phone or answering the phone.

Sometimes I hear them call themselves “The Dentist”.

It’s always important to use the Office name.

After all, the caller could be a wrong number, who will be so impressed with your greeting that they will remember you, and tell their friends about you.

Lastly, the use of the “Thank you” reduces the need to greet the caller with “Good morning” or “Good afternoon”. And when we use those time related greetings, there wills always be checking, hesitancy, errors, and corrections.

Eliminating the time related greeting adds to your professionalism by reducing unforced errors.

“This is Elizabeth”

Short and sweet and succinct.We need to let the caller know with whom they are talking. We need to let them identify that team member by their name.

This eliminates the question in the callers’ minds as to which employee is answering the phone, and what is their name. By doing this, we are identifying ourselves on an even more personal level for the caller to connect with us as people and not simply as an Office that performs dentistry.

We found this line to be far more professional than saying “You’re speaking with Elizabeth” which implies that *you should be so lucky to be speaking with Elizabeth* or “Elizabeth speaking” which implies a touch of boredom that *Elizabeth would rather be doing something else than answering the phone*.

“How may I help you?”

This is the most important part of the three-part greeting.Because it really is telling the caller that we are ready for them to let us know what is wrong with them and to let us know about their situation.

We are giving the caller immediate permission to start letting us know why they have called.

Remember that whoever is asking the questions during the phone call is the person in control.

So we need to open service with a question.

The beauty of this question is that although it asks a question, what it really is saying to the caller is this:

“I’m here to help you.”

 

And so this magical greeting let’s the caller know that our Dental Office, and Elizabeth, are here to solve their problem.

And that’s magical.

*****

Have you read my book , How To Build The Dental Practice of Your Dreams [Without Killing Yourself!] In Less Than Sixty Days.

You can order your copy here: Click Link To Order

*****

The Ultimate Patient Experience is a simple to build complete Customer Service system in itself that I developed that allowed me to create an extraordinary dental office in an ordinary Sydney suburb. If you’d like to know more, ask me about my free special report.

Email me at david@theupe.com

Did you like this blog article? If you did then hit the share buttons below and share it with your friends and colleagues. Share it via email, Facebook and twitter!!

 

 

Posted in Business Coach, Customer Service, Dental Coach, Dental Consultant, Dental Practice, Dental Practice Efficiency, Uncategorized, World Class Service | Tagged , , , , , , , , , , , , | Leave a comment

Are You Someone Else’s Puppet?

05267 the ultimate experience logo

Business is tough out there.

Only those tough enough to survive in business will survive.

As economies change, adverse conditions will drastically affect those who have not prepared for those changes.

It is often said that any fool can make money when times are good.

But some fools can lose money when times are good.

But in tougher times, when conditions tighten up, it’s only the astute who emerge out the other end without being adversely affected.

In the olden days, owning a dental practice or dental office was a license to print money. There weren’t so many dentists around and there was plenty of supply of people in need of dental services.

In 2016 there seems to be an oversupply of dentists.

Here in Australia, there are too many dental schools operating with scant regard for the laws of supply and demand, graduating dentists every year who are trying desperately to find a place in the dental workforce,.

On top of this, the professional regulators seem hell-bent on registering an additional number of overseas trained dentists who sit for an entry examination each year.

These additional members of the dental community enter the dental marketplace and are left very little choice than to and compete hard for their share or at least for some share of that market.

And in what way?

Most of the time in any industry, or relating to a service or commodity, when supply exceeds demand, the only means of competition left to those supplying is to compete on price.

“I can do that for you for five percent less than they will”

And an oversupply of a service then results in the consumer asking:

“Is that your best price?”

Both of these responses are indications to the consumer that prices are arbitrary and are open for downward negotiations.

Any discussion on price tends to imply that the vendor is trying to charge as much as they can.

And any question by the customer implies that they do not believe that the set price is appropriate.

My belief when I am a customer is always this:

I believed that if I wanted the best product and the best service from my vendor then I would pay the ticketed price.

If the product and the service I received then failed to match the fee or price that I paid, then I would question the vendor after the fact rather than negotiate with the vendor ahead of time.

Similarly, when I was a vendor, I set my fees to be a true representation of the service that I provided to my clients.

And I stuck true to those fees.

They were never open for negotiation.

What I also did religiously was that I reviewed and adjusted my fees on a regular basis to reflect inflation within the economy as well as reflecting market forces such as rent increases, currency fluctuations, and cost of raw and processed materials and supplies.

On top of these factors regarding overhead, it is important for every business to be profitable.

What’s the point of being in business at all if as a business owner all you do is pay yourself lastly?

And in so doing, you pay yourself hardly at all?

What’s the point of wearing out and traumatizing all of that heart muscle and stomach lining looking after the welfare of all of your employees and all of your suppliers, while at the same time neglecting the futures of your family members and of yourself?

If you DO NOT run your business as a business then what the heck has been your purpose in life other than to be exploited by some or all of those who see you as a patsy to take advantage of?

shutterstock_264373331

Don’t spend your life as a wilting wallflower.

Be strong.

Set your goals and take action to maintain your course toward those goals.

You MUST arrive where you want to arrive and not where you end up arriving.

Otherwise, what really is the point of it all?

*****

Have you read my book , How To Build The Dental Practice of Your Dreams [Without Killing Yourself!] In Less Than Sixty Days.

You can order your copy here: Click Link To Order

*****

The Ultimate Patient Experience is a simple to build complete Customer Service system in itself that I developed that allowed me to create an extraordinary dental office in an ordinary Sydney suburb. If you’d like to know more, ask me about my free special report.

Email me at david@theupe.com

Did you like this blog article? If you did then hit the share buttons below and share it with your friends and colleagues. Share it via email, Facebook and twitter!!

 

 

Posted in Business Coach, Customer Service, Dental Coach, Dental Consultant, Dental Practice, Dental Practice Efficiency, Uncategorized, World Class Service | Tagged , , , , , , , , , , , , | Leave a comment