Excellent Customer Service Is A Culture. It’s Not A One Day Course.

It’s hilarious when people copy my stuff and try to pass it off as their own.

Recently one of my competitors has launched a one-day course in teaching how to create an exceptional experience in your dental practice.

Laughably, the marketing for this one-day course contains phraseology copied from my material that has been out there for years and years.

The fact of the matter is that there is no quick fix to inadequacies in customer service.

Good habits take time to become habits.

And bad habits take time to be corrected.

It is said that it takes 21 days to correct a bad habit or to create a new habit.

Imagine trying to reinvent a whole culture of poor decisions after just one day of indoctrination.

Rome was not built in a day.

And nor was Nordstrom’s. Nor Starbucks. Nor Disney.

These great organisations all began with a vision. A clear vision of what the company needed to be.

And a clear vision of what sort of culture was needed inside those organisations to create those stellar organisations.

It wasn’t a “just add water” style programme.

The beauty of these great companies was that the culture created the future of those organisations.

In a dental practice, trying to create a “few” improvements in significantly flawed processes is like trying to make a silk purse from a sow’s ear.


It is only with integrity and leadership that great organisations succeed in becoming great organisations and in staying great organisations.

If you really truly want to build a great dental practice based on integrity that will possess the ability to withstand economic swings and dips, then you need to look at creating a system based on providing world class service to your patients so that the EXPERIENCE of visiting your dental practice is far more impactful than the dental functions that you perform.

Ask me how I know?

I built a dental practice in a low socio-economic area of western Sydney that was renowned for the service provided.

So renowned, that my practice collected millions per annum in dental fees and was able to charge patients significantly higher fees than neighbouring practices were charging, even during the tech wreck of the early 2000s, and the global financial crisis of the late 2000s.

Purely because of the systems we created and the people we employed and empowered to deliver those services.

And best of all, if I can do this, you most probably can do this too in your area.

My coaching and my programmes have been proven to easily learnable and easily duplicatable, working well in Australia as well as in Northern Hemisphere markets.


The Ultimate Patient Experience is a simple to build complete Customer Service system in itself that I developed that allowed me to create an extraordinary dental office in an ordinary Sydney suburb. If you’d like to know more, ask me about my free special report.

Email me at david@theupe.com


Linda Miles is coming to Australia in August.

Don’t miss this once in a life-time opportunity to see and hear Linda speak first hand…

Book your tickets HERE.


Need your phones monitored?

Are you concerned about the number of calls that are not being answered as best they can be?

You need Call Tracking Excellence.

For the cost of a less than one cleaning per week, you could have your phones being answered much much better….

Convert more calls into appointments…Click the link: http://www.calltrackingexcellence.com

Call Jayne on 1300 378 044 or email Jayne@theDPE.com  for more details.


Make sure you subscribe to my monthly Dental Water Cooler Podcast Series…. “The Ultimate Patient Experience”

Click on this link for all details


Have you read my book , How To Build The Dental Practice of Your Dreams [Without Killing Yourself!] In Less Than Sixty Days.

You can order your copy here: Click Link To Order