‘Laura Loves…’ the personal touch
This week’s Laura Loves comes from a visit I had to a practice this week. The day had been booked for some time and I was really looking forward to going to the practice..
As soon as we confirmed the date the practice principal sent me recommendations for hotels – this was great as my PA Alison often spends a lot of time looking!
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The principal also offered to pick me up from the airport and drop me back so that I didn’t have to hire a car. I thought this was lovely as I knew she had two small children and I was aware of how busy she is!
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So before I had even left my house I was feeling happy and well looked after.
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I arrived and we had a great drive to the practice.
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I then met her husband (also a dentist) and they dropped me at the hotel.
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By now I knew what lovely people they were and was looking forward to meeting their team the next day.
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We then arranged to meet for dinner and they walked me into the hotel, he carried my suitcase and wouldn’t let me wheel it along. They wanted to check my booking was OK and that they weren’t leaving me stranded.
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So as you know Laura Loves great customer service but I was also very well looked after by the practice owners.
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Because of how well they looked after me (and this was in the first 2 hours, I will tell you about the dinner another time) I knew they really cared and that they really wanted push their practice as far as possible. Outstanding customer service is essential for their practice and I’m glad they choose me to help take them there.
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I have to say that I can always tell how well patients are really looked after by the way I am treated on arrival – these two were fantastic and went more than the extra mile for me. I felt so welcome and happy to be in their company and I can’t wait to go back!
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Providing dentists and their dental team with training programmes to increase results with proven successful methods.
Photography training, Treatment Coordinator Training and wow factor examinations. Visit the website
‘Laura Loves…’ being treated as a friend
Last week I returned to a hotel that I stayed at a year ago..
As I walked to the front desk I saw the receptionist that dealt with me last year. I instantly remembered her for all the right reasons; she was friendly, well presented, very nice and welcoming.
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As I approached her she recognised me too. She said ‘hello, you have stayed here before,’ with a lovely smile on her face. When I told her it was a year ago she couldn’t believe it!
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We chatted while she checked me in, we were laughing and joking as she changed my room from a twin to a double, she included her other friendly co- worker in the conversation too, which was done in such a great way.
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Normally in hotels when offered a newspaper in the morning I decline, I don’t want to pay for a paper that I will forget to read! She included the word complimentary so I thought why not!
It was so nice to be treated as a long lost friend, I am glad I paid double the price to stay here rather than in an alternative hotel a few miles away.
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I had dinner (which was fab) and the same lady as last year was working in the restaurant too. She didn’t remember me – I wouldn’t expect her to, but she was still so friendly and smiling to all the customers.
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This hotel gave me a great vibe and I will always stay here when I’m in the area. This hotel belongs to a huge chain – Holiday Inn – so how to do they manage to keep their team, and have such a friendly and helpful one at that?
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Great leadership is my guess, as well as the ability to select well at interviews.
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If I owned a dental practice near to this hotel I would snap up this receptionist with the click of my fingers, she would be an asset to any front desk team.
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Thank you Caroline at Holiday Inn, Fareham – you made my day!
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Providing dentists and their dental team with training programmes to increase results with proven successful methods.
Photography training, Treatment Coordinator Training and wow factor examinations. Visit the website
‘Laura Loves…’
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This week I am dreaming of sunnier climes and am all too aware that we aren’t going on holiday just yet!.
The last two years my lovely man and myself have taken long-haul flights to Mexico and right now I am desperate to go back! We were recommended this resort by a friend who has been everywhere, including many Sandals resorts, she said this place knocks the socks off Sandals and for a fraction of the price – so we went.
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We have decided that this resort will also be where we have our honeymoon – we just can’t risk going anywhere else and the experience not being as good.
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So what do they do so well? Here is my Top Ten:
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1. Customer service is outstanding.
2. Check-in is awesome, fresh towel as soon as you step out of the taxi, drink on arrival, swift check-in. Last time we went they all said ‘welcome back” – that made me feel great!
3. When the team know you are finished with the check-in they call over the bell boy through their earpiece so he is there ready with your luggage. En route to your room he gives you an amazing tour of the resort and points out all the USPs.
4. Everyone smiles!
5. Every team member you walk past says ‘hello, good morning, how are you, have a lovely day’ etc.
6. Everyone asks your name and uses it.
7. Systems – they have systems for everything, for taking your order, seating you for dinner, it is amazing.
8. You are treated like Kings and Queens and they don’t take tips from you!
9. They are ‘on brand’ – this is like nothing I have seen before, even the sand in the ashtrays around the resort is branded with their logo! And you never see one cigarette in the sand.
10. 24-hour room service and an amazing complimentary mini bar that’s stocked every day by the most friendly man, who ends up becoming your friend – you look forward to his daily arrival!
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So yes I am wishing I was there right now, but maybe waiting until my honeymoon in 2013 will make it even better!
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By the way – guess what this resort is called? The Excellence – with a name like that my expectations were very high but they have exceeded them on both trips.
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Providing dentists and their dental team with training programmes to increase results with proven successful methods.
Photography training, Treatment Coordinator Training and wow factor examinations. Visit the website
‘Laura Loves…’
This week i had my first webinar!.
I held two on the same day and unfortunately the first one at Tuesday lunchtime didn’t go according to plan… There was one aspect that didn’t play, but i carried on regardless!
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After the webinar i called the support centre. I instantly liked that you had two options, one if you were in the middle of a webinar and needed support, or two if you needed support but were not live at the time.
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I was then on hold for almost ten minutes waiting for help but i didn’t mind, the reason was there on the hold message –
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“we encourage our team to spend as long as possible on the phone providing support, we do apologise for the delay but promise that we will dedicate as much time as possible to you when we connect your call.”
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And this they did.
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First they apologised, then listened and then solved my problem – It seemed i had to tick one button in the preferences of Keynote to enable my presentation to show up correctly.
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So my problem is solved, end of the call?
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No, i was then encouraged to start the evening’s webinar, he joined as an attendee and made sure it was all working!
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I ended the call as one happy customer and will continue to use this company after the free trial ends!
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Their customer service has “sold” it to me!
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Providing dentists and their dental team with training programmes to increase results with proven successful methods.
Photography training, Treatment Coordinator Training and wow factor examinations. Visit the website
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