In 2012 I had the honour of sharing the stage at the DiJulius Group’s Secret Service Summit in Cleveland with Rory Vaden, author of the best-selling book, “Take the Stairs”. In a blog Rory wrote in 2013, titled: “It’s Hard to Be Nervous When Your Mind is On...

There is so much talk lately about the importance of building rapport with patients, developing a relationship with your patient and making a connection with your patient. This is fabulous but when and how do you do this? If you believe that the time to build a...

Setting yourself apart and having a point of difference in your business has never been as important as it is right now. So how do you set yourself apart from the rest? I believe an easy and quick way to make an amazing difference is on the first phone call to your...

Have you ever heard people say, "But I am only human." We all make mistakes, every single one of us. I'm sure you have at some point in time. What you aim for is to not make the same mistake over and over again without trying to fix the mistake. This is very true in...

“When your dental practice gets these two things down pat it will have immediately set itself up in the eyes of the arriving new patient as being truly different from anything else they have ever experienced anywhere ever before….”

“I stepped out of the pouring city rain into the shop. Surprisingly, a glorious waft of coconut and sugar all mixed into one, hit me. The music was lay back, calming and classy. Michael, the owner of the Optometry Shop greeted me with a smile while my eyes flashed...

It is a fact that if you can help make people feel good you will be more successful with your patients. It seems easy and guess what? It is. Over the years working in my Dental Practice and now working with many other Dental Practices, I soon worked out that the small...

I recently asked a dental team why their patients choose to come to them for their dental treatment and care, and not another dentist? They went quiet and had to really think about their answer. They said there were a number of reasons. One reason their patients chose...

This last week I was talking to a dentist and the topic came up about how some dental practice staff have difficulty in having a conversation with the patients of the practice. Over the following four weeks I’m going to be sharing four great ways that any staff member...

One of the crucial stages in the Cycles of the Ultimate Patient Experience is the Handover of the Patient from the Dental Chairside Assistant to the Front Office Person responsible for the check out of the patient. The purpose of the Handover is to communicate clearly...