I know you do not want to think about your patients ever being unhappy, but even when you are top of your game things can go wrong. Your patients have many things happening in their lives and 2020 has been an extreme year of stress with the whole world turning upside...

“In running a dental business we need to ensure we have consistencies. Our valued customers deserve it, yet they aren’t seeing it.”

It's that time of the year and as it draws to a close, we all start to think about the year gone by, what happened good and bad and how your business has grown or not. Did you get it right or did you get it wrong? 2020 has been a real test for all of us and I am sure...

To successfully run your business, you need to set the expectation of how your customers are to be treated. Gone are the days of just making it up as you go. Making anything up as you go is never the best strategy. You might as well cross your fingers and hope for the...

Last week we discussed the mechanics and reasoning behind what constitutes an Ultimate Handover at the front office in your Dental Office. The Ultimate Handover is the process of transferal of the treated patient to the Front Office Person by the Dental Assistant,...

The best advice I ever heard was, “Do not air your dirty laundry in front of your patients.” There are many aspects of your practice you need to keep private. After hearing this, I had a close look at our dental office. What were our patients hearing while they were...

I wrote last week about the inconsistencies in messages that dental practices are sending to their valued patients about the NECESSITY or not of their dental treatment. Mandatory state and territory regulations in Australia relating to STAY AT HOME regulations and the...

Customer service makes the difference in your dental office. Offering amazing customer service is memorable to your patients, gets your patients referring their family and friends, and creates the value your patients are looking for. So what is customer service in a...

I wrote this article remembering a bus trip I made on a coach travelling from Dublin to Lahinch, in Ireland in 2013. A friend and I had joined an organised golf tour for a second week of golf in Ireland with forty other golfers, after travelling around Northern...

Most people know by now that I live and breathe Customer Service in and out of the Dental Office. Like most people I love to receive Excellent Customer Service, but I also equally enjoy giving it. You might say this gives me an edge. When you receive Excellent...