We listen to a lot of phone calls coming in to dental practices. A lot. A truckload. These are not *mystery shopper* calls where someone is pretending to be a caller, but is trying to TRICK the receptionist. We actually listen to recordings of real members of the...
I talk to a lot of business owners and ask them how their business is going, and whether they’d like any help with their business. And a lot of the time they answer my question with this statement: “We’re going OK.” What the heck does that mean? If you were selling a...
It is said that customers will leave your business and go elsewhere because of APATHY and PERCEIVED APATHY that they receive from the staff that they deal with or from the company itself. When a customer feels ignored, the ignoring may not have been intentional. Or it...
One of the worst things that a business can do is not keep their clients informed as to what exactly is going on. At a dental practice, the thing that infuriates patients waiting to be seen by a dentist is that their appointment does not begin on time and the patient...
One of the key principles of HR [human resources] for a business is that the business needs to be diligent in their processes when employing new people. And on the flip side, when an employee of a business shows that they are not behaving and performing in the best...
This quote came across my desk today: “You absolutely have to become ok with not being liked. No matter how loving or kind you are, you will never please your way into collective acceptance. You could be a whole ray of sunshine and people will hate you because they...
