Scott Greenhalgh DDS - Cosmetic Dentistry

Wednesday, December 23, 2009

What really is Service?

I'm doing some very exhausting research right now. Sometimes one has to go to whatever extent necessary for the sake of growth. A business partner of mine gave me a gift of a stay at the Ritz-Carlton hotel here in Denver. So my radar is going a thousand miles an hour soaking in EVERYTHING they do.

I'm already a fan of the Ritz as I have hired their firm to train my staff on customer service.

So... what really is service?

In it's most rudimentary, essential form it is understanding very clearly what your client wants to feel, and then delivering it in the most subtle, non-distracting way possible.

When it's done well- you hardly even notice it. It is the shortest line through what your client wants to experience. As a friend of mine Bryan Williams calls it, the Double Platinum rule of service: deliver to your client what they want before they even express that they want it.

I call it-understanding the movie that is already playing in your client's mind. They might have specific expectations or they may be vague and unaware. The key from practice is to read the subtle signs and act accordingly.

In my cosmetic dentistry practice here in Denver, we focus on that movie that is playing. I'm proud to have great people on my team, who genuinely want to take care of people. The rest is about the details (read about our comfort options).

We get constant positive comments from our clients (see our rave reviews), but we are not done yet. Great service is about constantly paying attention to our clients, constantly scrutinizing what we do and asking, " How can we make this better?"

OK-- it's time to go do some more research... : )

Labels: comfort options, cosmetic dentistry Denver, Customer service, Ritz-Carlton, Scott Greenhalgh DDS