“Everything needs to be done correctly all of the time. There are no silver medals or participation awards in the delivery of World Class Customer Service…”

“When people in business persist and keep getting things wrong, not only are they wasting their own time, they’re wasting their customers’ times as well…. which is really a very rude and arrogant behaviour.”

“Identifying and confronting the onboard terrorist, and then expanding their employment horizons by showing them the front door, is often very cleansing and therapeutic for those who stay behind…”

“So if we can help the patient feel as if they are the most important person in the world when they are at our dental office…”

“When we don’t have the ability to create the best scene in our practice for a handover, we create a rod for our back that causes everything else to be catch-up.”

“Sometimes we all get caught up in the whizz-bang, and we forget about the human side of what we are trying to achieve…”

“Ignoring the behaviours of some dental practice team members that white-ant the culture and the philosophies we know are achievable, is not good business practice.”

“Whenever the phone rings at your dental practice, the person answering the phone needs to be 100% attentive with regards to what the caller is saying and asking.”

“When patients feel ignored, or undervalued, either due to apathy or perceived apathy, by dental practices and dental office staff, their first choice of solution is to find another dental practice.”

“Displaying a cancellation policy, on your website or as signage in your practice is not a deterrent… in fact it’s an open admission to the public that your practice has lost control of its appointment book.”