I was talking with a dentist recently who told me that a couple of his employees had told him that they did not want to “groom” the patients after their appointment, and that they [the employees felt uncomfortable doing so? When I use the word “groom”, what I mean to...
Yesterday Jayne and I were driving home from Sydney when we had a “choice” of route to take… The reason we had a choice was because this time, unlike other times, we’d been to Sydney on a weekday for a specific event. This was very different for us because on the rare...
When you’re in the business of customer service, every minute of every working day needs to be SHOWTIME. [isn’t every business in the business of Customer Service?] You cannot drop your guard. You need to be ready at every moment for every possible interaction with...
I’ve phoned a lot of dental practices. One of the dumbest things I hear when I phone a practice in 2023 is the dental office answering phone message. Let me begin by saying this: I believe that all dental offices should have enough staff available and enough phone...
I phone a lot of dental practices. Week in and week out, I’m calling in to dental offices on their phones. And you should hear some of the “poor form” that I have to experience. The good thing for these practices where I hear performances that would make the owners...
Last weekend my family and I travelled to a nearby country town. We had some important family business to attend to prior to going to a well renowned café for lunch. That family business delayed our arrival at the café by some fifteen minutes. When I knew that we were...
