Getting Things Right When You Get Things Wrong

Not everything goes to plan.

Despite our best intentions, there will always be those moments during the day when things go a little differently to how we had planned.

You know what I mean.

I’m talking about those moments when we DO realise that things could have been done a little better than they were done.

Sometimes, and we all do think this way, wouldn’t it be nice if we could rewind our day and erase those moments,  and insert new moments when things go a little better.

But we can’t.

That’s the beauty of life. Or a fact of life.

Once time has gone, it’s gone.

We cannot go back.

So we need to make sure we are doing our best at all times.

There will always be times when we could have done better.

When things do go wrong at your dental practice do you have protocols and systems that immediately swing into place to rectify and correct whatever went wrong?

How are your service recovery processes?

SERVICE RECOVERY is defined as those processes that our business initiates when a service defect is recognised to have occurred.

Our dental office’s service recovery systems and the way we seamlessly swing them into action are what defines us as a business that cares unconditionally about our customers.

In your dental practice, you need to be able to execute your service recovery processes immediately, without hesitation.

While these customers may complain about the service defect that has just happened, they will be in awe at the way our business handles that defect through its service recovery processes….

We need to be able to right the wrongs as soon as possible.

Empowering team members so that they can execute our service recovery processes seamlessly will go a long way towards establishing our dental practice as being truly a provider of World Class Customer Service.

Truly exceptional.

Your dental practice needs to mandate a policy and a culture of fixing any defects immediately, and of going Above and Beyond in rectifying those defects straight away.

Going to the dentist is not a fun experience.

Your patients would all rather be somewhere else.

It is our duty to make sure that their experiences at our practice are always truly World Class.

Our reputation in the community depends upon it.


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!!



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