“When we change a patient’s appointment time for our reason rather than for theirs, we immediately send the patient a message that we don’t really value their time at all.”

“Stay away from investing time in one-sided associations and relationships. They are not worth the effort, and will always end with tears…”

“Nobody likes making mistakes and nobody likes being on the receiving end of mistakes.”

“To compete on price you will need to compromise on the quality of your goods or the quality of the service you provide.”

“Alongside this, your customers must be made to feel valued and important, and they must feel respected.”

“All dental services and patient interactions need to be delivered as personally and as personably as possible. And that’s best done by a human being. And not by a sign. Or by a bell….”

“At dinner parties and barbeques around the world every weekend, people aren’t pulling back their lips and cheeks and saying to each other: “You should be going to my dentist. His crown margins are only fifteen microns’….”

“More often than not dental practice owners allow new employees to interact and learn their job roles while managing real live customers face-to-face. This is a recipe set for disaster and failure.”

“At one of the practices, the owner was hearing from staff at that office that the patients were becoming rather price sensitive….”

“At our dental practice, we compiled a daily list of patients who left without a next appointment. This list allowed us to see which team members were more committed to helping patients schedule their appointments.”