“Don’t ever regret making an apology to resolve a small issue and get it over with.”

“Bouncing a few inches off the bottom of the bottom is no reason for celebration….”

“Always make sure that you and the person you are speaking with are indeed on the same page. And don’t ever misrepresent the other person’s comments in an attempt to progress the transaction.”

“In your business, are all the people and agents representing your brand, really representing your brand in the way that you would want them to be doing so?”

“Doing these three key things in every communication with patients and customers will dramatically increase customer satisfaction and also customer retention…”

“No customer ever wants to be led down the garden path. Make sure in your business that your company is not stringing its customers along…”

“Are you welcoming everybody who comes to your dental practice with wide smiles and open arms?”

“The consumer needs to be given the option of best possible scenario, even if it’s a treatment that that health care professional cannot perform”

“What was thought to be the initial problem is actually a SUBSEQUENT problem that has arisen”

“Giving great customer service should never be a chore. It should always be an inherent act of kindness by the giver.”