Unreasonable hopsitality

We’re in the hospitality business!

I”ve been reading Unreasonable Hospitality. Its about what was the best restaurant in the world; Eleven Madison Park. There is also a documentary, as part of the Netflix series, “7 Days Out”.

I remember watching the documentary and thinking what a wonderful lesson it was in attention to detail and really taking care of the customer. Its worth a view.

My husband has a small catering business. He has high standards and delivers an amazing product in all sorts of places. After every single event, he is complimented on his crew. His product is pretty unique.

He is very particular about his crew and how they operate. What they wear, no perfume, only discrete earings, hair tied back etc. He sends them the menu before hand and the team have to memorise it; there can be anywhere betweeen 7 and 12 courses. They need to know all the ingredients and whether suitable for the many and varied dietary requirements. Some of the ingredients are pretty arcane.

They drive up to three hours to cater in woolsheds, village halls or marquees on farms.

Long days; they work hard, they also have fun.

Where does he find these outstanding employees that are the talk of the guests and that can deliver such amazing service?

At school. He’s also a teacher.

The crew generally start with him aged 13 and go through until they leave school.

They love working for him even though they come back with sore feet.

They spend the evening being complimented on the food and revel in the feedback. They are proud of the product and service they deliver

Do we rush through examinations “building trust” as quick as we can, so we can get onto the good stuff, the dentistry at hand? Have we really made a meaningful connection with the patient?

Do we try and implement a treatment plan so we can hit this mythical target in our head?

When the patient leaves, how do they feel about their experience? Do we ever ask them?

Have we broken their trust by going in too fast, not giving the patient time to think things through or discuss at home? Or just process what we have talked about? Have we properly thought through the treatment plan ourselves?

Does the patient get home afterwards and have buyers remorse?

I feel that’s when the problems can begin and complaints arise.

Everything looks to be going well with the patient saying yes at the time, but it’s later when somethings not quite right that they might start thinking differently. Or realise they would rather have spread out the cost.

Delivering great customer service is about exceeding expectations. It’s not necessarily about an elegant waiting room, although that helps.

It’s about having the whole team on board with serving the patient and their particular needs. Attention to detail; whether that’s appearance, language used, warm and genuine interactions and connection. Knowing when to slow things down and meet the patient where they are, not where you want them to be.

• How do your team look? are they smart and professional?

• Can they explain your menu?

• Do they make the patient feel welcome and the centre of everything that happens?

• How do you make your patients feel?

Are you delivering unreasonable hospitality?

Thank you for reading, have a great week!

There’s one thing I ask, if you enjoyed this, please share this with a dental friend

Rosie