Funny Motivational Speaker Linda Larsen presents...

Linda's Positively Speaking Blog

Rants & Raves by Funny Motivational Speaker Linda Larsen


The Most CRITICALLY IMPORTANT JOB for Patient/Customer Service Providers

By Linda Larsen - Friday, December 16, 2016
Featured Image

I’m a high maintenance dental patient. That’s right - a motivational speaker who is a high maintenance dental patient. It’s almost an oxymoron. But it’s true. I just think about going to the dentist and my left eye starts twitching. And what makes this really fascinating is that I am also the (self-proclaimed) World’s Most Experienced Dental Patient. Name a procedure and I’ve probably had it done - more than once. So you’d think I’d be over it by now. Yeah, right. I’m not.

Okay, I SAY that I’m not over it, but then this interesting thing keeps happening. Like yesterday when I visited my dentist’s office for a routine cleaning with Sarah. Let me share my experience with you:

  • The second I enter the office - I get big smiles from everyone I see. Genuine, enthusiastic, warm smiles, and words of welcome - like they were actually happy to see me.
  • Sarah walks into the waiting room, flashes a beautiful smile, greets me warmly and ushers me back to her operatory.
  • She starts asking me questions and I notice that she is giving me fabulous, uninterrupted, truly-interested eye contact as I respond. I mean, I actually NOTICE this!
  • She asks if I would like a back cushion (she remembers I have back issues.) Yes, thank you.
  • She offers me a neck pillow. Oh nice.
  • She asks if I want the chair set to “massage.” Oh wow, yes, thank you.
  • She asks if I want a blanket. No thank you.
  • She asks if I would like nitrous oxide since they now have a  new handy dandy comfortable little mask. Well, okay then.
  • She asks if I would like music. Oh yes please - turned up REEEEALLY loudly, please!
  • She realizes that her headphones don’t work and proceeds to spend a very long time looking for another set of headphones in the office. It’s taking so long as she’s doing this, I’m wondering if it’s going to put her behind schedule. But when she walks back into the room, instead of looking impatient and annoyed, she appears, well…delighted! And with a big smile she proclaims, “I found one! Yay!”
  • She asks what genre of music I like, dons me with the headphones, cranks up the volume, turns on the nitrous and gets to work.

And in my drug-induced state of mind, I get to thinking…

It was as if, when she went to work at World Class Dentistry, Doctors Morris and Bakke told that she had…


“Make your patient reeeealllly happy WHILE 
which is to clean teeth”

See, here’s the deal. Your practice could (and absolutely should) provide the most skilled dentist to provide my dental care, the most competent hygienist to clean my teeth, and the most thorough facilitator to explain the payment options, but if they don’t make me happy in the process, then I’m NOT going to become your greatest raving fan, I’m NOT going to scream your praises to anyone who will listen, and I will NOT come back to you again. Oh, and get this, I will NOT tell you why I left.

Accordingly, within the parameters of the BRILLIANTLY EXECUTED IMPORTANT TASK you perform (greet people as they enter your office, clean teeth, administer x-rays) do you make people reeeeealllly happy? Have you ever identified all the actions you would have to take (verbal and nonverbal, on the phone, online and in person) in order to make people reeeealllly happy? 

I’ll leave you with a bottom-line, money-making question for you to ask yourself and have everyone on your team ask themselves as well:

"In every single interaction I have with all my patients -
is everything I do or say, and the WAY in which I do or say it,
going to make them reeeeeealllly happy?"

Answering that question, getting really clear on exactly what you need to do, and then doing those things - can truly make your patients refer you and your practice to everyone they know. AND, since you will be turning cranky, twitchy, nervous patients like me, into docile, relaxed, happy people, it will make your work a whole lot more enjoyable!! Win-win!

About the Author

Linda Larsen, CSP, CPAE is a Hall of Fame Speaker, professional actress, best-selling author and serious lover of doggies. Linda speaks at conferences and meetings around the world, helping people bring the very best version of themselves to life every day! To talk to Linda about how she can contribute to the success of your next event, call 941-927-4700. Or go to Book Linda Now!

Like this blog? Share it!

Watch Linda in Action!

Recent Posts



Tag Cloud

National Car Rental high self-esteem confidence bucket list positive perspective controlling your emotional state effective communication motivational speaker on communication speak up bipolar disorder Gary Marachek good night's sleep how to become a motivational speaker lying in politics negative thinking proactive people personal growth expectations advertising cell phone addiction stress management listening skills Donald Trump healthcare Noah Racey's Pulse personality types habits changing behaviors nonverbal communication self confidence trust in relationships how to strengthen relationships anxiety marshmallow test listening personal development Asolo State Theater linda larsen best bed for bad back personal responsibility Changing perspectives airline pilots dr. john gottman complainers customer service training fear of trump presidency communication skills bottom line improvement funny motivational speaker Linda Larsen raising happy children appreciation speaking nightmares multi-tasking fact checking coping with anxiety bad drivers facebook activity magic act relationship building motivation attitudes defensiveness changing habits what you name the thing chronic back pain PhotoShop election 2016 happiness at work managing stress mental illness how to deal with negative people gripers self talk parenting happiness Bill Stainton compassion Hamilton joy attitude motivational speaker on customer service friendships selling happiness public speaking horror stories criticism actors husbands who don't listen acting Christine Cashen tension successful dental practices divorce statistics Hillary Clinton liking communication model achievements how to listen Lin-Manuel Miranda beauty Colette Carlson funny video whiners losing weight political anxiety Conrad Hall motivational speaker motivational speaker success shakespeare how to get what you want flying eyebrows time management understanding unhappy employees building rapport goal achievement panic attacks power of a smile mans search for meaning customer service American Idol passion stressful elections clinical depression building character raving fans gender communication Dr. Brene Brown, The Wholehearted Parenting Manifesto gift ideas marriage gratitude Lenscrafters depression positive attitude self-image communication costumes zig ziglar stonewalling laughter finding humor encouragement truth in politics humor overcoming adversity holiday stress motivational speaker Brad Montgomery goal setting getting to yes change funny motivational speakers how to have high self-esteem Politifact southern accent motivational speaker Linda Larsen handling fear Viktor Frankl truth motivational speakers success difficult patients brain chemistry feeling good latex mattress review back relief Dr. Phil achieving success personal achievement dental practice strategies how to happy difficult people Kelly Swanson remodel stress sleep dental practice Meryl Runion Tim Richardson Broadway Tim Gard the business of motivational speaker cheerleading iPhone4S funny motivational speaker mattress recommendation patient service vision boards conflict management bill cosby humorous motivational speaker Brian Walter aging happy customers contempt reframing Shakespeare, thank-you notes