Do you think that delayed answering and messages on hold are a turn on or turn off for your customers and clients, both existing and new?

“At what point is it OK to tell your customers to fend for themselves? After all, you have a life…..”

“The thing about great customer service, about Wowing your customers and patients, is that you need a solid foundation. Your customers are happy to pay for great service, and better quality.”

“Every person in every business needs to be open minded to constructive critique about the language they use and the words they say.”

“Often we see signs in dental offices that simply do the job that should be done by efficient and well-trained staff and team members.”

“Businesses that fail to act, and subsequently keep drifting, multiply the losses that these defects are causing to their income and production.”

“It’s not finding success that is difficult. It’s maintaining the needed behaviours that people find difficult.”

“Careless language is truly a “broken window”. It’s one of those things that users become used to, or relaxed about, although it’s really something that should be attended to and repaired.”

“If you believe that you can ‘move the needle’ with hard work while others choose to coast, you absolutely can.”

“Serving is solving. Serving is problem solving.”