Getting The Little Things Right In Your Dental Practice

What little things could you be doing regularly in your dental practice that would make your business truly stand out in the crowd when compared to your neighbouring dental practices?

Finding those little points of difference, and putting them in place, could be easier than you think….

Last week….

Last week Jayne and I had a few days away in South Australia.

We chose to revisit a very luxurious lodge that we had stayed at some three and a half years ago.

The reason we decided to revisit this location was because we had had such a wonderful experience there on our first visit.

And our second visit there did not disappoint.

From the moment we arrived at the regional airport and were greeted by Mel, our driver, we felt welcomed and valued and respected.

Mel greeted us with a warm and friendly

“Welcome back”

spoken with sincerity and care.

Our drive from the airport to the lodge was one hour, and during this time Mel engaged us, and two other couples visiting the resort, with information about the size of the island we were on and the land uses there.

The information was provided in a very pleasant conversational manner and was just the right amount.

When our transport arrived at the security front gate to the property Mel buzzed in our arrival. A voice answered:

“Welcome to Southern Ocean Lodge. This is Shana.”

To which Mel replied:

“Hi Shana. It’s Mel back from the airport.”

To which Shana said:

“Hi Mel. Welcome back.”

A very well thought out and scripted conversation that served the purpose of making sure that the accompanying guests in the transport felt the LOVE of the establishment they were just about to arrive at.

After all, it would have been easier for Mel to have been given a remote control to operate the security gate, but then the guests would have missed out on hearing, or overhearing, this warm conversation.

When our transport arrived at the lodge building proper, Jayne and I were greeted by John, the manager of the lodge, with a very sincere:

“Welcome back. And happy belated birthday.”

As we walked from the transportation to the two large solid front doors, those doors were opened by two team members who again welcomed us.

But the true welcome was the Great Room behind those closed doors, and the wonderful view out through the full glass windows towards the dramatic coastline and the Great Southern Ocean.

The theatre, or should I say the theatrical process of our arrival had been choreographed perfectly to create a maximum WOW effect for us as visitors.

In your dental practice…..

What messages can you improve upon for your greetings to your arriving patients, both new, and returning patients?

How could you create the extraordinary, instead of delivering just the ordinary?

How could your team members address regular daily conversations, and improve them, in such a way that those conversations add value when they intentionally are overheard by your valued guests and patients?

What can you create that can become your dental practice’s WOW experience that has your arriving patients in awe of your procedures and processes?

Remember, you only have one chance to make a lasting first impression.

And you have every chance, through a careless lack of processes and a lack of attention to detail, to create lasting poor impressions that have your patients talking poorly about you.

Creating great processes can be easy and quite fun, once you and your team STEP UP, and get the ball rolling.

And when you do so, and do it well, the resulting changes to your business and the way you do business, and the type of business you create, are dramatic.


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:

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


“How to Bring the Customer Service Magic of Disney Right There Into Your Dental Practice”


Are you looking for that competitive EDGE for your dental practice in these questionable economic times?

History has shown that those businesses providing LEGENDARY WORLD CLASS Customer Service to their clients have not only survived, but THRIVED in during difficult times.

For the First time in Australia, Vance Morris brings you his comprehensive one day boot camp style workshop:

“How to Bring the Customer Service Magic of Disney Right There Into Your Dental Practice”

At this FULL DAY EXCLUSIVE workshop, you and your team will learn:

All about the cost that poor customer service is having on your dental practice.

Vance Morris will provide you with multiple examples of the financial impact of what poor service is doing for your practice.

He will explain in detail how to clearly DEFINE the “Customer Experience” (CX) for your dental practice.
You will learn the TEN RULES for WORLD-CLASS customer service, including:

* Anticipatory Service
* You had me at “Hello”
* Customer Service as a revenue generator
* “Everything communicates”

Vance will also explain in detail the art of PROFITABLE Service Recovery, including:

* How PROFITABLE Service Recovery is a systematic business process
* How to uncover your opportunities for PROFITABLE Service Recovery
* You will discover how to anticipate the needs for recovery
* Learn how to Train and empower your frontline employees on PROFITABLE Service Recovery
And much, much more….

Best of all, you will discover Vance’s signature programme Systematic Magic.

You will learn how to easily Out-Serve, Out-Price and Out-Market your dental competition in ANY ECONOMY. Based off his 10 year experience at Walt Disney World in Orlando, Florida, Vance will reveal the 7 Magic Keys that Disney uses every day to create magic for their guests. This is the same system that Vance himself used while at Disney to create some of their iconic attractions.

At the end of the day, all attendees will leave with their own, personal blueprint to implement Disney style service in their dental practices, the very next day.

So if you’re looking for that competitive edge that’s going to set your dental practice APART from all of the other practices in your area, then book your dental TEAM into see Vance Morris NOW!!



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


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