Listen To Episode #387: Celebrity Cosmetic Dentist Eric Klumb DDS Says You Can Say Goodbye To Referral And Retention Worries When you Put These Simple (Yet Often Overlooked) Customer Service Strategies To Work In Your Business
The NEW Covid Economy Has Made Retention Of Clients and Referral Generation More Challenging Than Ever. Today, Celebrity Cosmetic Dentist Eric Klumb, DDS Reveals How He And The Team At Eureka Smiles Keep Patients Delighted, Thrilled, Coming Back And Referring Others Consistently
If there were customer service secrets that kept clients, customers and patients thrilled would you want to know them? Today, you’re going to learn customer service secrets you can use to get clients now, increase retention and referrals.
Celebrity Cosmetic Dentist Eric Klumb, DDS is my guest on today’s episode of the Get Clients Now podcast. When asked about having earned the reputation for being a superior cosmetic dentist, Klumb attributes his success to:
- Firstly; providing exceptional service and care to his patients (consistently)
- Secondly; his focus on maintaining the highest level of continuing education possible (CE)
- Thirdly; routine training (daily, weekly, monthly, and quarterly) in-office training with his team.
- Lastly, customer service secrets he’s learned over the past ten years.
I’m your host Ken Newhouse, and my conversation with Dr. Klumb uncovers several customer service secrets you can deploy right now. Customer service secrets you can use to get clients now, increase retention and referrals.
Michael Eisner (former CEO of Disney) once said:
“The magic of a Disney vacation to me is the:
- Magic of quality; innovation and beauty
- The Magic of families coming together and the magic of our cast members fully investing in their roles and responsibilities.
All of these things kind of bundle together. Each is a magic moment in which the bond between customer and company is forged and strengthened. And each contributes another small boost to Walt Disney World’s customer return rate of around 70 percent.”
The “MAGIC” (AKA: Customer Service Secrets) Eisner spoke of has a quality that leads to superior performance and profit for every organization that deploys it. Each magical moment builds customer satisfaction and increases brand loyalty—fundamental sources of growth and success for your company. Especially in the NEW Covid Economy.
For the patient, clients or customer ... the magic (aka, "customer service") is a source of wonder and enjoyment. For the organization, customer service (aka “Magic”) is a much more practical matter.
To help further illustrate this point about the power of customer service secrets, I want you to think about a magic show. To the audience, the show elicits feelings of wonder and surprise.
If you’ve ever watched a really good Magic show (like Penn and Teller) you have to admit that you have no idea how they create the affects you witnessed on the stage. An important element of the thrill you feel is that “you have no idea how their illusions are created”. And your enjoyment of “the show” is a major part of the fun you experience.
Now l want to flip the script and look at the show from the magician’s perspective. From their perspective, the show is completely different. To the magician, the show is a highly practical process made up of a series of meticulously planned, well-rehearsed steps that are designed to delight the audience.
This is true with:
- Firstly; The Walt Disney Company;
- Secondly; Eureka Smiles … and
- Thirdly, with every organization on the planet that creates magical customer experiences by deploying customer service secrets we cover today.
The delight, joy, and happiness that a well-served customer feels comes as a direct result of hard work on the part of the organization. For the customer, the magic is a source of wonder and enjoyment.
For the organization, customer service (AKA “Magic”)… is a much more practical matter.