Extreme Customer Service Insights For Dentists

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• published: 11 Dec 2015
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http://www.marketingpiratesofdentistry.com/treasure-map-10/ How do four top London Hotels stay #1 in Trip Advisor? Let me share the secrets of RCHG - Red Carnation Hotel Group. Every year we hold Royal Ruby Red Mastermind meetings at one of their incredible venues to sample the astonishing, astounding, accountable and reliable customer service. Peter Bradley, RCHG Food and Beverage Manager oversees a team of 100, a collection of family-run, award-winning boutique hotels in the UK, Ireland, South Africa, Switzerland and the USA. Their unique value offering as their website states, ‘We pride ourselves on delivering warm, thoughtful and highly personalised service.’ A few months back we were at the Rubens, opposite Buckingham Palace and next door to their 5 Star, 41 Hotel. As usual Peter spends an hour with us to explain how RCHG’s “Top 12 Service Standards” are delivered, lived daily and kept. DEMONSTRATION # X. I notice since the last time Peter pulled this out of his top pocket there is a new addition and promise, ‘Family Run Generous Hospitality.’ Please email for this demonstration vicki@mpodteam.co.uk I won’t go into the nuts and bolts here because we made a short film which is available soon for you and your team to learn from. But I will point out a few Christmas dinner titbits, which can have a profound effect helping your patients refer more, buy more, stay more, compliant more, accept more… A) TNT- tiny noticeable touches. This philosophy relates to their service standard # 9. No Request Is Too Large, No Detail Too Small. *Not so crazy Australian Paddi Lund, who I’ve interviewed twice and Paddi published one of my interviews, has a must read book along a similar vein, ‘The Absolutely Critical Non-essentials: How Business Inessentials Give Customers a Deep Appreciation of the Value You Give to Them ... and a 'great Business' Story to Tell Their Friends!’ B). This is an underutilised strategy to keep and attract TOP TALENT. Red Carnation Hotel Group Voted No. 2 Best Companies to Work For in the Sunday Times Best Companies to Work For 2015. To enter you have to have a team bigger than fifty. C) Gen Y- 17-30-year-olds. I asked Peter how he motivates this age group. He calls them ‘Gen Why’. Why do I have to work? Why do I have to do this? Why do I have to work Saturdays? Why can’t I be on 30K, now, and not later? Peter says it’s a consequence of the GET IT NOW INTERNET generation. I want porn, get it now. I want a book, get it now. I want music, get it now. Such immediate gratification is creating a lack of ambition in our society’s future. Cally and I are working hard on our kids and if you haven’t seen The Marshmallow Test, Google it now. Take measures to stop your kids getting it now. http://www.marketingpiratesofdentistry.com/treasure-map-10/