There Really Are No Rewards Or Prizes For Being Nasty…
“There’s really no reason at all to be rude to anyone calling your practice on the phone.”
Sometimes You Can’t Fix Stupid….
“It’s never too late to improve a life of mediocrity…. You need action. You need activity. And you need to be kept accountable.”
Our Purpose Is To Serve
“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.”
Are You All Speaking The Same Language?
“Everybody in your dental practice needs to be speaking the same language…. at all times.”
Newton’s Third Law Of Customer Service…
“Every time I received one of those letters in the mail from him it gave me great pleasure to celebrate its arrival…”
The Benefits Of Trying Harder
“Things don’t just happen because you think about them… you do need to take action and you do need to chart a course of action.”
Have Your Front Office People Been Prepared For These Situations?
“The process of taking a phone enquiry in your dental practice needs to be like a recipe, with the correct steps being followed in a specific order that achieves the desired outcome.”
Where Should We Really Begin From? What’s Our True North?
“If you think you’re doing well, but you don’t have anything tangible as a reference, you might be in for a big shock some time…”
“It’s 2024. Time to Get Physical and Personal”
“Building long term relationships of respect and great service really is the heart and soul of every successful business.”
“Pass Me My Shovel. While I Continue Digging Myself A Hole…”
“Can you imagine how many people that this patient told, about the dental practice that had a problem with cancellations that was so bad, that the practice needed to charge every patient a deposit?”
When One Word Makes All The Difference
“If you try to keep your conversations in the personal and emotional space, you’ll find that your callers will make and schedule more appointments.”
To Leverage Your Business You Must Do This One Thing
“A great leader knows what they don’t know, and takes advisement [when needed] from those experts that do know.”
As A Business Owner, The Choice is Yours.
“Your business can keep on doing the same old things that it’s always been doing, and hoping that your patients don’t notice any lack of innovation on your business’s behalf….”
What Sort Of Results Can You Achieve On Your Own?
“Can you imagine what sort of a dentist you’d be if you hadn’t had expert tuition in clinical dentistry at university?”
Are You Continuously Working On Your Customer Service Processes?
“Those organisations that continuously seek to improve will always stand out as exceptional in their fields. Providing Customer Service of an excellent standard is a choice.”