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“The most important thing is to remember that a goal started is a plan. And a goal that is never started is at best a wish, and at worst, a pipe dream.”

“Great businesses will seamlessly swing into what we call SERVICE RECOVERY MODE so proficiently that the customers, though initially disappointed, will be amazed at how those businesses go OVER AND ABOVE to make things right.”

“How much presumption and apathy will your patients tolerate, before they say that ENOUGH IS ENOUGH, and they decide to leave your practice, and to take their patronage elsewhere?”

“… and we’ll have avoided the playing of APPOINTMENT TENNIS in trying to schedule our patient’s next necessary hygiene visit….”

“In the initial stages, the principal dentist can often find that the income of the two locations is limited by the number of hours the principal can share between the two sites…”

“A lot of dental offices out there don’t record and monitor their phone calls, and therefore have no idea at all as to what’s being said well, and what needs to be said better…. and in reality, that’s a serious and very expensive opportunity cost going straight out the window right there for them… every single minute of every single day….”

“Which category of business does your dental practice fall under?
Real business?
Or imaginary?”

“Sometimes we get so used to the minor failings in our surrounds that we fail to appreciate the negative impact that those failings are having on our business…”

“It’s a bit rich to try and price something on potential, when the ‘moment’ really has passed by.”

“Automated computer generated voice messages are a long way off the mark because they aren’t friendly, they don’t ask the right questions, and they don’t offer help, or hope.”

“Sometimes some leaders wonder why everyone on their team just doesn’t get things….”

“Our role as dental practice owners is to care for those who entrust us with their dental health, and to treat those who do come to us as well as we would treat a dear family member or a dear friend.”

“If all of that dentistry had been completed, this dental office would not have needed to advertise and attract a whole years’ worth of patients to substitute into their schedule for each those patients that really should have been in there in the first place…”

“The more personable you are, and the more personable your means of contact are, the stronger your relationships will be with your patients.”

“Calling yourself the best, without the credentials, is simply lip service.”

“When a patient fails to go ahead with diagnosed treatment as presented, it is because we as health care professionals have failed to educate them about the downsides of their choice of inaction…”

“The quality of the care and the service that your office delivers to your patients should not be affected by the time of day, nor by the day of the week that it is delivered.”