Dentistry Uncensored With Howard Farran

If you want to keep your promise you should Underpromise and Overdeliver. The First Law of Customer Service is Satisfaction = Perceptions – Expectations. The Second Law of Customer Service is it’s hard to catch up once you are behind! When you over promise and underdeliver you are raising your patient’s expectations which is setting up a trap that you could eventually step in. If you under promise to lower their expectations and then over deliver with a fantastic experience you will satisfy your patients by successfully managing their expectations. You should always keep your promise but if in doubt, under promise and over deliver. When a patient breaks their front tooth off and asks you if you can match it, why would you say absolutely! I tell them God made the tooth next to it and you want me to match it?!? I will try my very best, but no one can perfectly match your natural human tooth. Their expectations have been lowered and then they are delighted when they see the final result because I exceeded their