In this episode of the Ultimate Dental Podcast, Dr. David Moffet and John DiJulius discuss the critical importance of customer service in the dental industry. They share personal experiences and insights on how to create exceptional patient experiences, emphasising the significance of micro-moments and service recovery.The conversation also touches on the implementation of effective customer service systems and the lessons learned from struggling brands like Starbucks and Southwest Airlines.In this conversation, Moffet and DiJulius explore the essential elements of building a successful customer service strategy. They discuss the importance of having a clear service vision, the significance of relationships in business, and the need to eliminate employee roulette to ensure consistent customer experiences.The conversation emphasises creating routine and familiarity for customers, recognising the dehumanization of service, and learning from customer service icons. They highlight the power of customer recognition and the necessity of creating memorable experiences, ultimately underscoring the ongoing commitment required to deliver exceptional customer service.What you will learn:[01:20] Introduction and Background of the Hosts[06:04] The Importance of Customer Experience[12:11] Micro Moments and Patient Loyalty[19:53] Implementing Customer Service Systems[26:59] Service Recovery and Customer Loyalty[33:15] Lessons from Struggling Brands[36:47] Building a Service Vision[41:00] The Importance of Relationships in Business[42:49] Eliminating Employee Roulette[46:32] Creating Routine and Familiarity for Customers[51:05] The Dehumanization of Service[53:10] Learning from Customer Service Icons[58:03] The Power of Customer Recognition[62:52] Creating Memorable Experiences[67:22] The Ongoing Commitment to Customer ServiceTakeaways Customer service is about creating the best experience in a client's day. Micro-moments dictate customer loyalty more than outcomes. The patient experience begins as soon as they contact the office. Implementing systems from other industries can enhance customer service. Service recovery can lead to greater loyalty than perfect service. Recognising and greeting customers is crucial for a positive experience. Personal connections with patients enhance their overall experience. Good service can command higher prices in competitive markets. Learning from struggling brands can provide valuable insights. Creating memorable experiences is key to customer retention. We need a service vision to guide our business. Relationships are key to customer loyalty. Eliminating employee roulette ensures consistent service. Routine and familiarity enhance customer experience. Dehumanization of service is a significant issue. Learning from customer service icons can improve practices. Customer recognition fosters loyalty and connection. Memorable experiences are crucial for customer retention. A commitment to customer service is a lifelong journey. Creating a positive experience is essential for business success.Sound Bites "People will pay for good service." "We wanted to be the best experience in your day." "This is the best experience I've had in any business." "Customer loyalty is about the micro-moments." "You can't get away from what made you unique." "You care, you care. I love that." "We have to have a service vision." "It's the relationships that actually get you turning up." "We call that employee roulette." "People love routine and familiarity." "It's not about seeing Dr. Dave every time." "The dehumanising of service is the real issue." "It's about the experience and being made to feel important."

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