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As a kid, I had several customer service jobs. I worked at my dad’s Shell gas station until he and I were constantly fighting. He thought I wasn’t working hard enough, and I thought he was riding me unfairly.
Then I got a job at Carson Pirie Scott selling women’s shoes. I received amazing customer service training at that job. This place probably accelerated my desire to serve customers and people, more than any other place.
Then in college, I was a waiter at different restaurants like Olive Garden, Mother Bears in Bloomington, Indiana and Via Carducci, here in Chicago.
Waiting on people is amazing training for customer service. And now, whenever I go anywhere, I evaluate the customer service in that business.
I make sure to acknowledge anyone who’s doing a great job. I usually tell them that I’m a business owner and that I pay attention to great service and then I praise them for their great attention to taking care of people.
Unfortunately, great customer service is a dying art.
Last weekend, we went to buy my son, Finn, some shoes. We went to this high-end department store that is known for their great shoe selection and their exceptional customer service.
When we went into the shoe store, we did not have one person come over and greet us. We were walking the floor for 15 minutes, looking and picking up shoes that we wanted to try and not one acknowledgement.
Then I went to the counter holding, some shoes to try on and I was shooed away. I was told to go sit down and someone would come to me. Ten minutes later someone came and asked me what size we needed.
They didn’t ask us any questions about what we were looking for. They didn’t ask us why we decided to look for shoes today. They didn’t ask us what types of shoes we liked from previous purchases.
They didn’t ask anything about us. There was ZERO connection.When we checked out, we didn’t even get a “thank you” or “have a nice day” or anything.
This kind of attitude is everywhere. It’s almost as if you’re annoying them.
It makes the buying experience very off putting, and you can’t wait for it to be over. Unfortunately, this is even happening in dentistry.
You walk into an office. No one greets you and when you go to the desk, they ignore you. They are having a personal side conversation with their coworker and treat you as if you're disturbing their conversation.
Then you go to the back to get your dental work done and it’s a different dentist than the last time. And his bedside manner is awful.
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This is happening every day to people you know. They were going to a dental office that they once loved but now since that office has sold to new owners, they no longer feel a connection.
This holiday season you will see many of your family and friends. Many of them will talk about how they had some dental treatment completed.
Ask them, “Are you happy with your dentist?”You will see that many of them are not. Let them know how your experience here at Dente, has been for you. And then, send them our way.
We will treat them like family. We always appreciate your referrals. And we can’t wait to meet your family and friends.
Tell them to visit us at mydente.com or call 773-292-1911 to schedule their next dental appointment.
Floss Like a Madman!
Emilio “Customer Service Lives Here” Couret
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