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a blog by Chris Barrow

Answering the phone properly – and a great customer service experience

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:

  1. Greeting

  2. Name of practice

  3. Personal name

  4. Offer to help question

But many more would only include the first two: “Good morning, Jones Dental.” Then silence.

  1. Greeting

  2. 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.

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