Geelong customer service that made me want to scream


By Cate Schreck - Service Excellence Coach

It’s a Monday morning and I've suffered all weekend with a super-sized tooth ache and I can’t put up with it any longer.  I don’t have a regular dentist (really dislike going to the dentist) so I search Dr Google and pick the one with the nicest website. I drive in to Geelong reminiscing about the great times the tooth and I have had and in return, the tooth turns up the pain to 11 and any chance of it surviving the day is gone.  I'm tired, grumpy and nervous about letting a stranger loose on my chewing chamber. Yes. I. Am. A. Sook.

As well as being a sook, I'm the Owner and Principal Customer Service Trainer of Lightbulb Training Solutions (LTS).

LTS specialise in creating teams of Customer Service Superstars. We provide the insights and the training that businesses in Geelong are queuing up for because they want their customers raving about them for all the right reasons. This customer service passion of mine also means I personally have pretty high customer service expectations .....and did I say I was in pain?

I parked the car, walked to the front door and with great trepidation, entered Geelong Smile Studio. First impressions - clean, inviting, warm and dare I say it – no dental clinic smell.  A friendly smile and a gentle voice immediately welcomed me and gave me a seat with another friendly smiley staff member. I was asked to share my story and even though the phone was ringing, I was given 100 % of her attention.

I wasn't expecting to see a Dentist straight away, but I did. Dr Jason Gray – polite, friendly and didn't flinch when I said I already disliked him and if he hurts me I may “gently” elbow him in the stomach. He said he get’s that a bit, but he will look after me anyway. Humour and honesty....What a guy!  

Every Geelong Smile Studio employee I interacted with over the next hour was genuinely interested in looking after me. I was constantly informed of what was going to happen, when it would happen and why it was happening. If I didn't have a mouth full of gauze and a chin full of dribble, I would have thanked them more.  I left with information about what to expect in the coming days and 24 hours later I had a phone message from Dr Jason Gray. He was checking in to make sure I was OK and to call him if there was any concerns. I could have screamed with delight – excellent customer service is not dead!

I never thought I would rave about a trip to the dentist but that’s what happens when a customer’s expectations are exceeded. Customers WILL rave about it to anyone who will listen. And did you know that people are 90% more likely to do business with someone their friends or family have recommended. Best marketing ever!

So take it from me – stop providing OK or Good service and start aiming to provide Excellent Service.

If you want a team of Customer Service Superstars, Contact LTS to schedule your FREE Customer Service Analysis. A chance for you to check you have the 3 key areas covered thatwill have your staff working in harmony and providing consistently excellent service to every customer, every day. More smiles for them, and more customers for you.

And in case you were wondering......

  • Geelong Smile Studio didn't pay or offer any "bribes" for me to write this blog
  • LIKE us on Facebook  - We regularly share posts of businesses providing excellent service - is your team on there yet?
  • LTS  only share excellent customer service experiences - there's enough negative on the web already :)