“How do you think your loyal patients should feel if you, their dental practice, starts cancelling and rescheduling them?”

“Saying that you prioritise customer service within your business is absolutely useless if there are gaping holes in your processes that undo and negate any positive experiences you are trying to impart to your clients at other points during their contact with your business.”

“The aim of every incoming phone call is to solve the caller’s problem, and to have that caller hang up feeling so happy that they have called our office”

“How well do you believe that your dental practice is known for being ZERO RISK to do business with in your community?”

“Work out and find out ways to delight your customers. When one thing delights one customer, try that on other customers and patients. If it works well once, then it should work well on other occasions.”

“Although your customer may be disappointed with your business’s original service defect, they will be in AWE at the way your business SEAMLESSLY swings into SERVICE RECOVERY MODE to make things right, no matter what.”

“The way they arrive at work is usually reflective of how they’re going to perform on stage for you that day… The choice is simple. Employ people who love what they do.”

“If you don’t have a well-organised appointment book, then take a look at how your phone is being answered.”

“Customer service is all about providing a memorable experience for the customer that exemplifies the fact that doing business with your organisation is a ZERO RISK situation for the customer, and that your company will get things right , no matter what it takes.”

“The ability of a communicator to convey a message in any situation as if the listener is the only person they are addressing is a rare skill that should be aspired to.”