Last Saturday I attended a special one-day event put on by the NSW PSA [New South Wales (Chapter of the) Professional Speakers Australia]. Well actually, I organised the event because I’m the President of the NSW PSA. Our guest speaker for the day had asked me if the...
One of the many things I did in my practice to increase customer retention and create a point of difference was to employ someone at the practice into the role of concierge. Or really a role titled: HEAD SCHMOOZER. The role of concierge was one that I knew was needed...
A few years ago I wrote about rude abrasive “service” that I received from a shop that I had done business with for many years. [and I use the word “service” here very loosely] As a result of that incident of rude service, I decided to take my business elsewhere. This...
When I ask dental practice owners this question, they rarely can give me an accurate answer. The reason they don’t know the answer is that they aren’t looking at missed call data that’s being provided by their phone company. And if they aren’t looking at that data,...
I had a dentist ask me recently about whether they should display their fee schedule on their practice website. This dentist thought that by sharing his fees publicly it would be a filter that allowed patients who only wanted to pay higher fees to choose his office...
The phrase: “Does the left hand know what the right hand is doing?” is often used as a term of derision to describe an organisation where different members or departments are pursuing opposing or contradictory goals. With dire consequences. Recently in an Instagram...
