Not long ago, I found myself needing to update my driver’s licence. Now, if you’ve ever had to deal with VicRoads here in Melbourne, you probably remember the old drill: take a number, then join the sea of people waiting… and waiting… sometimes for hours. It wasn’t something anyone looked forward to.
So, I was ready for the worst. But what happened instead really took me by surprise.
I walked in, was greeted warmly, and quickly triaged by someone who directed me straight to the right person for my situation. That person then grabbed a passing team member and asked if they could just quickly take my photo. “Of course!” they replied, and just like that, I was done and out within minutes. I’d already paid online earlier that day, so there were no delays at all. It was seamless.
Months later, I had to go back for a car registration. Again, I was greeted in a friendly manner, given a ticket, and my number came up within five minutes. The person helping me was efficient and kind. In fact, all the staff seemed to carry this helpful energy, like they weren’t just doing a job, but actually wanting to help.
And here’s what really struck me: because of that first experience, I found myself actually looking forward to going back. To VicRoads!
It wasn’t just the systems, though they clearly had those in place. It was the combination of great systems and the attitude of the team. That’s what made all the difference.
What really stayed with me after those visits was this: the reason for going to VicRoads, whether for a licence or registration, isn’t exactly something you’d describe as enjoyable. It’s one of those errands most of us put off or brace ourselves for. But my experience showed me that even those kinds of visits can be made enjoyable, not because the reason for being there changed, but because of how the people and systems handled it.
And that’s something every business, especially dental practices, should take to heart.
Patients might not be walking through your doors for something they want to do. They might be nervous, in pain, or just squeezing the appointment into a busy day. But as a team, you have the power to turn that around. Through smooth, thoughtful systems and a team that genuinely wants to help, you can completely change how that experience feels.
You can’t always change the reason someone walks in. But you absolutely can change how they feel when they walk out. And when you do that well, people don’t just notice – they talk about it. I’ve shared my VicRoads experience with at least a dozen people already. That’s the kind of word-of-mouth every business wants, and it all starts with the right systems and a team that genuinely wants to help.