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“When we don’t have the ability to create the best scene in our practice for a handover, we create a rod for our back that causes everything else to be catch-up.”

“To be successful in business, all you need to do is offer your customers a product or service that is consistently better than what they will get if they choose to do business with your competitors.”

“Sometimes we all get caught up in the whizz-bang, and we forget about the human side of what we are trying to achieve…”

“Ignoring the behaviours of some dental practice team members that white-ant the culture and the philosophies we know are achievable, is not good business practice.”

“Theoretically, all humans desire change. But deep down, humans are fearful of change.”

“Displaying a cancellation policy, on your website or as signage in your practice is not a deterrent… in fact it’s an open admission to the public that your practice has lost control of its appointment book.”

“Know what it is that you now need to do to achieve true greatness.”

“There’s really no reason at all to be rude to anyone calling your practice on the phone.”

“It’s never too late to improve a life of mediocrity…. You need action. You need activity. And you need to be kept accountable.”

“Calls to your dental office should really be like calling a friend, who is friendly, and is there to help solve the callers’ problems, and to give the callers hope.”

“Everybody in your dental practice needs to be speaking the same language…. at all times.”

“Every time I received one of those letters in the mail from him it gave me great pleasure to celebrate its arrival…”