Many years ago, I wrote a blog disparaging a favorite sandwich shop I used to frequent. The owners, both friends of mine, decided to add a separate charge for each sandwich “upgrade,” including a slice of tomato, lettuce, or cheese. And I thought to myself, “You run a sandwich shop! Don’t those items belong on a sandwich?” Just charge one inclusive fee, right?
I had the good fortune to revisit that shop with close friends the other day and discovered that the shop is under new ownership. The facility was clean and bright, and featured a large menu board offering a choice of sandwiches or salads. Each sandwich option had the same price, as did each salad. What a concept! No more agonizing over thirty or forty cents. Just choose your favorite and enjoy!
My wife and I each ordered the spinach salad only to learn that there was enough spinach available to make just one. I chose another option, which was quite delicious and satisfying. While dining, the owner stopped by our table to apologize for running out of spinach and asked if my selection was satisfactory. Wow!
Contrast that to our experience at another restaurant. With no host available to seat us, we seated ourselves. It seems that the employees were all outside taking a smoke break at the same time.
Eventually, one appeared and introduced herself as our waitress. After giving us a moment to scan the menu, she took our order and returned with glasses of water. She then took a seat on a bar stool with her back turned toward us while she appeared to write personal notes on greeting cards. Meanwhile, we ran out of water, and wanted more.
When our orders were ready, she left her little project and delivered our food. But when we asked for more water, she brought a half empty pitcher and left it on the table. End of service. I had to chase her down to get my bill.
Success in the restaurant business requires that we value the food enough to pay for it and appreciate the level of service we received enough to return. Eliminate either value or service, and you’ll watch that restaurant fail.
It has been my experience that consumers will pay for what they value, be it food, products, or dental health. I’m not sure that my old friends in the sandwich business understood that, nor did the young lady who ignored us while writing notes on greeting cards. It’s not a difficult concept. Regardless of your business, provide both service excellence and a product that is valued, and success is likely to be yours.
Dr. Kerr shares numerous practical tips, proven formulas, and hilarious experiences certain to shorten your
learning curve to success and positively impact – not just your practice – but your life and the lives of those you love as well!
“Ten Tips to the Top” is an absolute “bible” on practice success, leadership attributes, and on overcoming every early in practice obstacle.
Every dental school student, recent grad, growth oriented, or golden-aged dentist preparing for transition should read it. Like you, Dr. Wayne, it’s a winner!”
Linda Miles, former CEO, Linda Miles and Associates
“The only certain means of success is to render more and better service
than is expected of you, no matter what your task may be.“