In a recent article I wrote I made mention that our careless choice of words, though clear to us, could send an incorrect message to our clients customers or patients, because of ambiguity and misunderstanding. We might know exactly what we mean or intend to...
Isn’t it funny how in life, the cream always rises to the top? How like attracts like? Do you ever wonder why that is? Here’s a couple of interesting stories…. Story Number 1. My wife Jayne has finally decided that it’s now become too difficult and too inconvenient to...
It’s amazing how many times I hear this simple three step process bastardised when I listen to recordings of dental front office team members answering their practice phones. When the phone rings, all that the dental receptionist needs to do is listen to the caller...
Does your team know what they should NEVER do and what they should ALWAYS do for patients? Once you and your team are clear about the NEVER and ALWAYS with patients, then you can give your patients a memorable and positive experience. When you start thinking about...
One of the best places in your dental office for building Customer Loyalty is with your Front Office team following completion of the actual dental treatment. This is an area of the Dental Office where Dentists and Owners tend to brush over the importance of the...
With lockdown ending for us here in NSW, it seems as though some businesses need a brush up or a refresher lesson on some of their customer service principles. During the lockdown, restaurants have been closed, so it was great to have the opportunity to be able to...
