I was watching a weekend sports programme on the TV last weekend.

One of the presenters, Anthony Siebold, who coached for a while in the NRL [National Rugby League] competition was asked to comment about an opportunity he had to spend two days with the Geelong AFL [Australian Rules Football] club. [Not the same sport, for those who don’t know…]

Siebold said there was two things that stood out about the visit:

  • Firstly, how hard the Geelong team worked,
  • And secondly, how welcome the club made him feel during his visit.

Ask yourself these questions about your business….

The key points here are these:

  • To be successful, you need to work hard. Talent alone will not bring you results. Working hard, training hard, doing the hard yards is what pays dividends

….not raw ability.

It’s work ethic and hard work.

  • Secondly, how welcoming are you of visitors to your business?

How welcoming are you of clients, customers and patients?

How welcoming are you of people whose business does business with your business?

How welcoming are you of the postman dropping things off at your business?

Everybody who enters your business, if not already a patient, has the opportunity of becoming a patient, of referring you patients, or of telling people how rude or how arrogant or how badly behaved your employees are…

In our practice

In our practice we always knew that everybody was given the same twenty four hours each day, and that it was how you used those hours that determined our financial success.

Having team members “looking forward to a cancellation” was not in our business DNA.

It’s called “work’ for a reason. And it’s only for 38 hours out of 168 hours of each week. It’s where the tough get going…

Also at our practice, we were flattered when our long term postman Jim chose our practice to get his teeth done…. He must have dropped mail off each day to probably 20+ dental practices. Jim chose us because our team members always made him feel welcome each and every time when he dropped the mail off to us..

Jim could have chosen anyone to be his dentist. We were honoured that he chose our office, and I’d say a big part of that decision was because of how welcome we made him feel.

Are you welcoming everybody who comes to your dental practice with wide smiles and open arms?

You never know who is going to want to do business with you, or who is going to refer business to you….


Dr. David Moffet BDS FPFA CSP is a certified CX Experience coach. David works with his wife Jayne Bandy to help SME businesses improve their Customer Service Systems to create memorable World Class experiences for their valued clients and customers. Click here to find out how David and Jayne can help your business