The phrase: “Does the left hand know what the right hand is doing?” is often used as a term of derision to describe an organisation where different members or departments are pursuing opposing or contradictory goals. With dire consequences. Recently in an Instagram...
I was talking with a dentist recently who told me that a couple of his employees had told him that they did not want to “groom” the patients after their appointment, and that they [the employees felt uncomfortable doing so? When I use the word “groom”, what I mean to...
Yesterday Jayne and I were driving home from Sydney when we had a “choice” of route to take… The reason we had a choice was because this time, unlike other times, we’d been to Sydney on a weekday for a specific event. This was very different for us because on the rare...
When you’re in the business of customer service, every minute of every working day needs to be SHOWTIME. [isn’t every business in the business of Customer Service?] You cannot drop your guard. You need to be ready at every moment for every possible interaction with...
I’ve phoned a lot of dental practices. One of the dumbest things I hear when I phone a practice in 2023 is the dental office answering phone message. Let me begin by saying this: I believe that all dental offices should have enough staff available and enough phone...
