Thomas Pascoe is on The BRIDGE!
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You may think you're service-oriented—you may indeed be service-oriented—but is that how your clients see you? When you're working at full tilt, it's hard to step outside of the box and think about how your clients perceive the service they get from your laboratory. You provide a consistent quality product on time and often spend half of your day tending to the requests of your dentist-clients. So—when the question of quality service arises, you think, "What else could they possibly want from me?"
Since "good service" is very often in the eye of the beholder, there's no easy...
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When you go into a store or a restaurant and are the victim of bad service, do you think the owner wanted it that way? Imagine a meeting in which employees are told, "We've been much too helpful to our customers lately; everyone must make an effort to curb that."
Silly? Maybe, but all of us have had those service-from-hell encounters that make us wonder if the business itself (not just its staff) has any concern for customer satisfaction. To be successful, owners, managers and staff members must understand that service is everyone's responsibility. "The entire organization must become obsessed...
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