Following on from my blog article last Friday about the dentist who had no systems in place when she was running late, and a patient was told to “go for a walk” to fill in time, I can embarrassingly reveal that a similar thing happened at Active Dental many years ago....
When I was a lot younger, and had just finished high school, one of my friends at high school started dating a girl who was in our year at school. They dated for a few years, and were very much “a couple”. But my friend [let’s call him Alan (not his real name)]...
Last weekend Jayne and I decided we would go on a “date night”. Date nights were very popular for us while we lived in Sydney, but in the country, where evening transport via Uber or taxi is “limited”, means they are less popular because one of us needs to be a...
In our coaching business, Jayne and I listen to and hear ACTUAL dental practice phone call recordings happening in dental practices in Australia, as well as the UK and NZ and the USA. And as you know, Jayne and I have been in the dental industry, as practice owners...
A friend of mine Bill Quiseng, who is a Customer Service and CX [Customer Experience] guru, often comments on my personal blog articles that I share on LinkedIn, with these very wise words, which he aptly calls a QUI TAKEAWAY: “Customers pay for their experience, not...
