Archives for Customer Service

"But . . . they are free?"

Dr. Brad Harken, a dentist in Spokane, had just sat through my presentation at the American Dental Society’s National Convention. I had some free dental bib chains I wanted to give him.  They are the small chain that has clips on either end, which keep a napkin on your chest while you are having dental work done.  In this case the two chain clips said “Crest” and “Oral B”.   Stay tuned.  Even Proctor & Gamble can get it wrong. Dr. Brad noted that in his practice they don’t use the metal chains because when you put it around the patients
Continue Reading

Making Leftovers Extremely Popular – The Secrets of Party Magic

Disney does it.  It seems that at one point Disney equipped the inside cabins on their ships with video screens that looked like portal windows.  At times during the day various Disney characters would appear and talk to the kids in that cabin.  For this Disney charged a premium. Who takes your poorest value offering and charges a premium for it? In American Fork, Utah there is a restaurant called Wingshak.  At lunch the line is incredible.  Mostly men.  All there for the Hot Parmesan flavor wings.  With a hundred seats, this place is just jumping with businesses.   My four
Continue Reading

Maddox – Good Old Fashioned Value and Manners.

Located on a back country highway, just outside of a small city in northern Utah sits Maddox’s.  The parking lot is packed.  The extremely wide hall way leading up to the hostess station is lined with wooden benches as people wait their turn to be gobbled up into the restaurant.  In business, for many decades, I went for the first time with my new bride, who imbibed this place as a child. On a scale of 1 to 10 Food  – 10+ Clean, fresh, and tasty to the max.  Have you ever thought, that your chicken dinner has too much
Continue Reading

Part 4 – Revelation & Vision for the Future – Skills That Will Create Significance

Today, and in the future, where mass-customization is the call of the day, we will do business “with” my Starbuck’s, my doctor, or my Disney vacation. “When I go to MY Starbucks,  they know me personally.   I appreciate that fact when they put MY name on MY cup of java.” Like the Pied Piper, the future will vacuum us into personal relationships with others and their organizations.   Disney’s Magic Plus, or a Harley-Davidson HOG weekend, or even the personalized shopping experience of a Zappos shoe purchase, will become the norm.  It will become the expected. Your competition will change from
Continue Reading

Advanced Leadership – Is Chick-fil-a really THAT much better?

Driving by a Chick-fil-a  restaurant, my spouse pointed out the consistently long line in the drive up window.   The food is clean, good tasting, but is it really something that is so deserving as the rabid fans they seem to draw? Or is it their service, and the moral and ethical stance. Can chicken be moral and ethical? There is a “Flavor of the month” mentality on leadership, sales and customer service results which often looks like chasing ones tail.  Throw in a pickle, a fish, or some other factor, and you can dress up the basics of trust, respect,
Continue Reading

Is the Twinkie Charismatic?

It is official.  The Twinkie is here to stay.  In fact, Hostess Brands LLC, in an effort to make sure their product can be profitable has changed the recipe on this soft yellow calorie laden snack so that it has a shelf life of 2 months.   WALL-E’s cockroach robot would be so proud. Behind the new changes is a learning experience for Hostess Brands.  They have tried changing the recipe in the past when shortages of certain ingredients became constrained, only to hear of revolt in their customer set because of the change to the texture. The comeback of
Continue Reading

Who cares if the Handwriting is Horrible? – Thank You card from absolutely no one

You know the envelope.  It has “that” shape.  This Thank You card, arrived in the mail, complete with mass produced envelope with snazzy logo, and warm colors of ink on the return address.  Upon opening the card, there on the inside were four signatures.  One replete with it’s own smiley face :-).  These were from people that I never even met.  Why?   The minor surgical “procedure” that was done while under anesthesia made it so if I met these ladies, I was probably drugged into total vacancy. Still the card arrived.  “What a nice gesture,” I thought. In my
Continue Reading

Dentists are Getting Chewed Up – – – How Dental Professionals can escape Price Competition and other Woes

Dentists are getting chewed up.  Third-party dictation of dental fees, the overpopulation of Dentists and Hygienists, and the expansion of “staff” doing more and more dentistry are just the tip of the iceberg that is threatening to sink the ship. In the middle of that is the patient, who is demanding a different experience.   The millennial generation is bringing in their kids, and they want something different than those Baby Boomers. Is the problem the competition or is it the mindset of the dentist?  IF the customer is shopping for the best price on a filling, then dentistry is just
Continue Reading

Destroying the Customer Experience – Four Tools for Fixing Employees Who Just Do NOT Care

You see it everywhere. The customer is walking away, shaking their head in disbelief at the atrocious behavior exhibited by that first line employee. How do you inject a charismatic relationship with customers if their experience is horrible? At the core are those employees who have been trained to know better, but they continue to destroy the customer experience. And it is contagious. One bad apple can indeed destroy the whole bunch. Just as famous people want to hang with famous people, so the criminal does not want to hang with the local police. Negaholics unite with one another. What
Continue Reading

Your Chairside Manner May be Good, BUT That is Not Enough . . . the Future of Dentistry

I just moved to a new city.  New banks, new dry cleaners, and a need for a new dentist.  Our society values referrals now more than ever.  After talking to multiple acquaintances; some orthodontists, endodontist, oral surgeons and even calls to dental labs, the same name kept popping up.  Let’s call him Dr. Awesome. In the dental world there is a very elaborate dance that occurs between general dentists and the referrals they make to specialist for braces, surgery, and other advanced tooth care issues.  Study groups of dental professionals who network and gain some addition knowledge; have at their
Continue Reading