“When we don’t have the ability to create the best scene in our practice for a handover, we create a rod for our back that causes everything else to be catch-up.”

“Sometimes we all get caught up in the whizz-bang, and we forget about the human side of what we are trying to achieve…”

“Ignoring the behaviours of some dental practice team members that white-ant the culture and the philosophies we know are achievable, is not good business practice.”

“Whenever the phone rings at your dental practice, the person answering the phone needs to be 100% attentive with regards to what the caller is saying and asking.”

“When patients feel ignored, or undervalued, either due to apathy or perceived apathy, by dental practices and dental office staff, their first choice of solution is to find another dental practice.”

“Displaying a cancellation policy, on your website or as signage in your practice is not a deterrent… in fact it’s an open admission to the public that your practice has lost control of its appointment book.”

“There’s really no reason at all to be rude to anyone calling your practice on the phone.”

“Calls to your dental office should really be like calling a friend, who is friendly, and is there to help solve the callers’ problems, and to give the callers hope.”

“Every time I received one of those letters in the mail from him it gave me great pleasure to celebrate its arrival…”

“The process of taking a phone enquiry in your dental practice needs to be like a recipe, with the correct steps being followed in a specific order that achieves the desired outcome.”