“Is everybody on your team truly representing your brand? Do all your team members lead with their best foot forward, all of the time?”

“Your customers really want to know what you’re going to be doing for them TODAY that’s going to improve their experience TODAY. What your business has planned for 44 months’ time is of little relevance to your customers today.”

“So for that caller to be told that they couldn’t have been seen for two months, well the caller would most likely just hang up, jump on the web, and phone another dental practice that could see them for that consultation sooner…”

“In dentistry there’s a failure from the top to educate the team about who the employer is, and who is actually paying the team wages.”

“The patient is paying for your time. They do deserve your one hundred percent attention. Chatting over the patient to me implies a little bit of blasé…”

“Every caller to a dental practice needs to be led [gently] to a solution, which is often the scheduling of a necessary appointment for either treatment or for a consultation.”

“Had I not treated this person with independent respect, he may not have invested with me in improving his oral health.”

“Each patient deserves one hundred percent attention from doctors, team and ancillary staff, no matter what day of the week or time of the day they attend for treatment. It’s absolutely imperative that your last patient should feel as welcomed as your first patient, and earlier patients during the day…”

“When a service defect occurred, they seamlessly swung into service recovery mode IMMEDIATELY to make things better, no matter what….”

“The first employee did make us feel that we were an ‘inconvenience’, and in the way, as she went about her end of day duties….”