“There’s really no reason at all to be rude to anyone calling your practice on the phone.”

“Calls to your dental office should really be like calling a friend, who is friendly, and is there to help solve the callers’ problems, and to give the callers hope.”

“Every time I received one of those letters in the mail from him it gave me great pleasure to celebrate its arrival…”

“The process of taking a phone enquiry in your dental practice needs to be like a recipe, with the correct steps being followed in a specific order that achieves the desired outcome.”

“Building long term relationships of respect and great service really is the heart and soul of every successful business.”

“If you try to keep your conversations in the personal and emotional space, you’ll find that your callers will make and schedule more appointments.”

“Your business can keep on doing the same old things that it’s always been doing, and hoping that your patients don’t notice any lack of innovation on your business’s behalf….”

“Those organisations that continuously seek to improve will always stand out as exceptional in their fields. Providing Customer Service of an excellent standard is a choice.”

“There’s no point calling yourself a Five Star Business if your business is behaving in ways that are less than Five Star that are letting THE BRAND of your business down.”

“Great businesses will seamlessly swing into what we call SERVICE RECOVERY MODE so proficiently that the customers, though initially disappointed, will be amazed at how those businesses go OVER AND ABOVE to make things right.”