(941) 927-4700

Funny, Motivational Speaker Linda Larsen presents...

Linda's Positively Speaking Blog

Rants & Raves by Funny Motivational Speaker Linda Larsen

Dec
2016

The Most CRITICALLY IMPORTANT JOB for Patient/Customer Service Providers

By Linda Larsen - Friday, December 16, 2016
Featured Image

I’m a high maintenance dental patient. That’s right - a motivational speaker who is a high maintenance dental patient. It’s almost an oxymoron. But it’s true. I just think about going to the dentist and my left eye starts twitching. And what makes this really fascinating is that I am also the (self-proclaimed) World’s Most Experienced Dental Patient. Name a procedure and I’ve probably had it done - more than once. So you’d think I’d be over it by now. Yeah, right. I’m not.

Okay, I SAY that I’m not over it, but then this interesting thing keeps happening. Like yesterday when I visited my dentist’s office for a routine cleaning with Sarah. Let me share my experience with you:

  • The second I enter the office - I get big smiles from everyone I see. Genuine, enthusiastic, warm smiles, and words of welcome - like they were actually happy to see me.
  • Sarah walks into the waiting room, flashes a beautiful smile, greets me warmly and ushers me back to her operatory.
  • She starts asking me questions and I notice that she is giving me fabulous, uninterrupted, truly-interested eye contact as I respond. I mean, I actually NOTICE this!
  • She asks if I would like a back cushion (she remembers I have back issues.) Yes, thank you.
  • She offers me a neck pillow. Oh nice.
  • She asks if I want the chair set to “massage.” Oh wow, yes, thank you.
  • She asks if I want a blanket. No thank you.
  • She asks if I would like nitrous oxide since they now have a  new handy dandy comfortable little mask. Well, okay then.
  • She asks if I would like music. Oh yes please - turned up REEEEALLY loudly, please!
  • She realizes that her headphones don’t work and proceeds to spend a very long time looking for another set of headphones in the office. It’s taking so long as she’s doing this, I’m wondering if it’s going to put her behind schedule. But when she walks back into the room, instead of looking impatient and annoyed, she appears, well…delighted! And with a big smile she proclaims, “I found one! Yay!”
  • She asks what genre of music I like, dons me with the headphones, cranks up the volume, turns on the nitrous and gets to work.

And in my drug-induced state of mind, I get to thinking…

It was as if, when she went to work at World Class Dentistry, Doctors Morris and Bakke told that she had…

ONE CRITICALLY IMPORTANT JOB:

“Make your patient reeeealllly happy WHILE 
you are doing your BRILLIANTLY EXECUTED IMPORTANT TASK -
which is to clean teeth”

See, here’s the deal. Your practice could (and absolutely should) provide the most skilled dentist to provide my dental care, the most competent hygienist to clean my teeth, and the most thorough facilitator to explain the payment options, but if they don’t make me happy in the process, then I’m NOT going to become your greatest raving fan, I’m NOT going to scream your praises to anyone who will listen, and I will NOT come back to you again. Oh, and get this, I will NOT tell you why I left.

Accordingly, within the parameters of the BRILLIANTLY EXECUTED IMPORTANT TASK you perform (greet people as they enter your office, clean teeth, administer x-rays) do you make people reeeeealllly happy? Have you ever identified all the actions you would have to take (verbal and nonverbal, on the phone, online and in person) in order to make people reeeealllly happy? 

I’ll leave you with a bottom-line, money-making question for you to ask yourself and have everyone on your team ask themselves as well:

"In every single interaction I have with all my patients -
is everything I do or say, and the WAY in which I do or say it,
going to make them reeeeeealllly happy?"

Answering that question, getting really clear on exactly what you need to do, and then doing those things - can truly make your patients refer you and your practice to everyone they know. AND, since you will be turning cranky, twitchy, nervous patients like me, into docile, relaxed, happy people, it will make your work a whole lot more enjoyable!! Win-win!

About the Author

Linda Larsen, CSP, CPAE is a Hall of Fame Speaker, professional actress, best-selling author and serious lover of doggies. Linda speaks at conferences and meetings around the world, helping people bring the very best version of themselves to life every day! To talk to Linda about how she can contribute to the success of your next event, call 941-927-4700. Or go to Book Linda Now!

Post a Comment



Like this blog? Share it!


Watch Motivational Speaker Linda Larsen in Action

Recent Posts

Archive

Categories

Tag Cloud

speaking nightmares patient service controlling your emotional state whiners conflict management power colors, influence, nonverbal communication, motivational speakers, motivational speaker Linda Larsen, funny motivational speaker personal achievement truth happy customers Bill Stainton positive attitude best bed for bad back divorce statistics parenting Dr. Brene Brown, The Wholehearted Parenting Manifesto trust in relationships tension motivational speakers, motivational speaker, funny motivational speakers, motivational speaker Linda Larsen funny motivational speakers, funny motivational speaker Linda Larsen expectations mans search for meaning feeling good negative thinking costumes motivational speaker on customer service funny motivational speakers self-image Lenscrafters communication model Lin-Manuel Miranda raising happy children habits joy difficult patients funny motivational speaker raving fans success achievements humorous motivational speaker Broadway Hamilton how to become a motivational speaker funny motivational speaker Linda Larsen back relief gripers losing weight appreciation selling happiness difficult people liking understanding passion political anxiety advertising friendships motivational speaker Brad Montgomery bill cosby linda larsen panic attacks Tim Gard humor Changing perspectives listening skills lying in politics Hillary Clinton motivational speakers, motivational speaker on customer service beauty multi-tasking change handling fear southern accent actors funny, humor, communication, gender communication, funny motivational speaker Linda Larsen, motivational speakers attitude Politifact stress management coping with anxiety fear of trump presidency proactive people personal development fact checking Conrad Hall Gary Marachek acting managing stress criticism PhotoShop relationship building motivational speaker Linda Larsen speak up good night's sleep personal responsibility bottom line improvement the business of motivational speaker how to listen self talk dental practice strategies laughter happiness Wilde Lexus of Sarasota, motivational speaker Linda Larsen how to strengthen relationships love, valentines day, relationship building, happiness, marriage, motivational speakers, motivational speaker, motivational speaker Linda Larsen, funny motivational speaker Linda Larsen motivational speakers, motivational speaker Linda Larsen motivation gratitude mattress recommendation truth in politics how to get a raise, negotiating salary, communication, motivational speakers, motivational speaker, motivational speaker Linda Larsen Bill Stainton, achievement, motivational speakers, motivational speaker Linda Larsen, funny motivational speakers listening attitudes compassion power of a smile how to deal with negative people husbands who don't listen successful dental practices Asolo State Theater effective communication encouragement how to happy sleep mental illness shakespeare Viktor Frankl depression latex mattress review Colette Carlson nonverbal communication motivational speaker Tim Richardson Christine Cashen clinical depression National Car Rental achieving success positive perspective marriage happiness at work cheerleading gift ideas aging brain chemistry self confidence goal achievement National Margarita Day, best margarita recipe, motivational speakers, funny motivational speaker Linda Larsen communication stressful elections bipolar disorder building character contempt getting to yes magic act healthcare Shakespeare, thank-you notes Donald Trump stonewalling Noah Racey's Pulse defensiveness motivational speakers personality types unhappy employees facebook activity high self-esteem chronic back pain changing habits bad drivers motivational speaker, motivational speaker Linda Larsen confidence anxiety communication skills motivational speaker, motivational speakers, funny motivational speakers, motivational speaker Linda Larsen, swiveling antenna motivational speaker success goal setting cell phone addiction Kelly Swanson dental practice Brian Walter building rapport vision boards Dr. Phil airline pilots election 2016 what you name the thing bucket list reframing how to get what you want motivational speaker on communication remodel stress motivational speakers, motivational speaker, funny motivational speaker Linda Larsen first impressions, apologies, embarrassment, customer service, motivational speaker, motivational speakers, motivational speaker Linda Larsen changing behaviors public speaking horror stories holiday stress gender communication, how to get heard, personality differences in communication, motivational speaker, motivational speakers, motivational speaker Linda Larsen dr. john gottman customer service training time management funny video gender communication Meryl Runion zig ziglar American Idol customer service personal growth AADOM complainers how to have high self-esteem finding humor overcoming adversity