If you have a team member with awful people skills then do everyone a big favour, and help them find a different career. I know this easier said than done. Having people with no people skills or no attitude to care and serve your patients, is harmful to your patients,...

“How can we be better tomorrow for our customer than we were for them today?”

“Usually the reason the business isn’t in good shape is the reason why it won’t ever get in good shape on its own.”

Have you been keeping in touch with your patients? More than ever people are screaming out for contact and support. Your patients are especially needing this right now. One of the easiest ways to keep in touch with your patients is through social media. So many of...

“This is why we call at work, never at home. It’s the chance to expose a non-patient nearby to a sample of the great Customer Service we provide at our dental office. There is rarely an audience like this listening in at home.”

Recently I engaged a firm to do a few odd jobs around my property. Firstly I needed a paddock slashed urgently so that a fence could be installed. I also needed some trees mulched and some firewood split and some minor fencing repairs done. A young horticulturalist...

Three weeks ago I published an article discussing how some dental practice team members always struggle having conversations with the patients that come to their practice. And there are serious consequences for dental practices that have team members who cannot master...

I recently stayed at The Four Seasons Hotel in Sydney Australia. I have stayed there a number of times this year so far. There are several reasons why we choose this hotel but if I could tie the reasons into one it would be because the hotel team goes Above...

I know after reading many of my blogs you know I am a big lover of customer service and the patient experience. I am always looking for excellent customer service ideas to share with the dental profession so they can use them in their dental practices. But I need to...

Early on in my career as a business-owning dentist I learned a great lesson. This lesson, although not unique to dentistry, was a light bulb moment for me. One of many light bulb moments I would have in my career as a dental practice owner. This first light bulb...