“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….”

“In the dental practice, it’s very important when building rapport with clients and patients, to find out the name of the person with whom we are speaking”

“When an opportunity arises or presents itself to you, in life, and in business, are you the kind of person who identifies your chance to EXCEED EXPECTATIONS without having to be asked to?”

“When my friend arrived, he said there was nobody at the door to welcome him and give him instructions…. He said nobody introduced themselves …or even took the slightest bit of interest in him.”

“Look thoroughly at your business and see where you may be disconnecting unknowingly, from your clients. Reconnection is a conscious effort. However, it is a simple and easy process. And instantly rewarding.”

“The caller who is phoning the dental practice should end the call feeling that the dental receptionist they spoke with is a very nice person and has been very helpful, and that the caller is looking forward to meeting the receptionist in person.”

“Customer service is not a starting point and an end point. Customer service is a culture. It’s a *total* culture. It’s a way of life.”

“One of the methodologies we teach that is truly world-class is the use of SECRET SERVICE SYSTEMS that allow our business to truly AMAZE our customers with our FIVE-STAR levels of service.”

“Is it rude and insufficient for a client or patient to reschedule a morning appointment by sending or leaving a message the night before, knowing full well that the office won’t receive that message until the morning of the appointment?”