“Building long term relationships of respect and great service really is the heart and soul of every successful business.”

“If you try to keep your conversations in the personal and emotional space, you’ll find that your callers will make and schedule more appointments.”

“Your business can keep on doing the same old things that it’s always been doing, and hoping that your patients don’t notice any lack of innovation on your business’s behalf….”

“Those organisations that continuously seek to improve will always stand out as exceptional in their fields. Providing Customer Service of an excellent standard is a choice.”

“There’s no point calling yourself a Five Star Business if your business is behaving in ways that are less than Five Star that are letting THE BRAND of your business down.”

“Great businesses will seamlessly swing into what we call SERVICE RECOVERY MODE so proficiently that the customers, though initially disappointed, will be amazed at how those businesses go OVER AND ABOVE to make things right.”

“… and we’ll have avoided the playing of APPOINTMENT TENNIS in trying to schedule our patient’s next necessary hygiene visit….”

“A lot of dental offices out there don’t record and monitor their phone calls, and therefore have no idea at all as to what’s being said well, and what needs to be said better…. and in reality, that’s a serious and very expensive opportunity cost going straight out the window right there for them… every single minute of every single day….”

“Sometimes we get so used to the minor failings in our surrounds that we fail to appreciate the negative impact that those failings are having on our business…”

“Automated computer generated voice messages are a long way off the mark because they aren’t friendly, they don’t ask the right questions, and they don’t offer help, or hope.”