Barriers to Great Service | Deliver Service Now institute | Vance Morris

From the Far Eastern Shore of Maryland I was with a dentist client of mine a couple weeks ago. He was having trouble with complaints about his waiting room and reception team. When his patients were getting back to the treatment room, they were less than enthused and seemed to be downright grumpy. “But we have scripts” he almost shouted at me. “My team knows what to do because I gave them scripts telling them exactly what to do and what to say”. “When was the last time you inspected those scripts?”, I quizzed him. Just because they have scripts, SOP’s or OJT’s doesn’t mean your employees are doing what they should be. You need to inspect what you expect. Now would be a good time to go do that. Author of the book “Systematic Magic, 7 Magic Keys to Disnify Any Business” Author of the new book “Tales From the Customer Service Crypt. 10 Tales of Customer Experiences So Poor, They Should Be Buried In a Crypt For All Eternity. AND 47 Actionable Strategies, Questions, or Tactics You Can Use Right Now to Improve Your Client / Patient Experience For more on Disney Style Service and small business marketing or having Vance speak at your next event or meeting, check out the free special report "Systematic MAGIC, How to Disnify Any Business". Vance Morris is a Walt Disney World Resort Management Alumni, having spent 10 years as an executive in the Resorts. He runs the only Disney Service & Direct Response Marketing business on the planet. Here he coaches companies to create Disney Style Service Systems and then monetize them through direct response marketing. He is also the longest reigning GKIC Marketer of the Year. He can be reached at www.DeliverServiceNow.com or [email protected] . For speaking engagements, please visit www.vancemorris.com