Sometimes the problems we think we have when owning a business are not the real problem. Sometimes it’s like life… and therapy. You’ve got to listen to the problem, then ask a question. The question should allow the person with the problem to start “unpacking” their...
The core principle of customer service is to do things for others that provides pleasure for them, and in so doing, becomes an act of pleasure for the doer. The pleasure of giving great customer service to someone should be just as great as the pleasure received by...
Time and time again I hear dental receptionists rescheduling appointments for patients at dental practices with no mention of what the appointment is for. The appointment is for necessary dental treatment. Yet dental receptionists are consistently allowing patients to...
Last weekend I attended an AGM of a small community organisation that I belong to. My attendance at this meeting was motivated by issues that I had heard about that I knew to be improper behaviours, and I thought that by nominating to stand for the board of the...
Last weekend Jayne and I dined out to celebrate my birthday. As is our tradition, we dined at our favourite restaurant where the menu is always a degustation experience. It’s a great way to spend the afternoon, dining on fine food, enjoying fine wine, enjoying...
I phoned a dental practice yesterday and got a busy signal. It had me wondering… Did this dental practice not have enough foresight to estimate how many phone lines in the practice might be used all at one time? I often tell the story about when Jayne phoned a friend...
