The Tale Of The Two-Faced Leopard

The Tale Of The Two-Faced Leopard

Have you ever heard the saying that

“A leopard never changes its spots”

This phrase expresses the notion that things [or people] cannot change their inherent nature.

It is a phrase normally used to suggest that people who have behaved poorly, or done bad things in the past, will again behave poorly, and do similar bad things in the future.

Because this is their inherent nature.

And sure, there will be times where good people may occasionally behave out of character, but are inherently good people.

But, it does seem that there are compulsive re-offending leopards out there who consistently have reputations they need to live down to.

One behaviour of a serial leopard is the behaviour of back-stabbing.

The back-stabber is a person who behaves all good and pleasant to your face, but as soon as you are out of earshot they take great pride in stirring the pot and spreading tales of woe.

It’s called GOSSIPPING.

The simple thing about a gossiper is that they love to spread ill will about others. And it is usually something they do to deflect attention from their own pathetic little lives.

Do you know a gossiper?

Have you employed a gossiper?

Have you had business dealings with one?

Dig deeply into their character and you’ll find they have a closet jam packed full of skeletons that they would never want shared.

The thing about gossipers is that their behaviours are serial. They totally seek out discussions of what they call “juicy” behaviours of others so they may drum up attention of those other peoples’ plights to distract attention from their own pathetic little lives.

In business there exists few things sadder than the behaviour of the pathetic two-faced leopard.

On the outside they convey the behaviours of Mother Theresa.

But on the flip side they exhibit the behaviours of Shylock and the Grinch.

Doing business with a two-faced leopard is like wrestling with a pig.

It is best avoided, as it always ends poorly for you.

Never employ the two-faced gossiping leopard. They will bring your business to its knees in no time as they plan its destruction with their passive aggressive behaviour.

The two-faced gossiping leopard can and will slip under your guard.

But they will always reveal themselves.

And when they do, your mission is to exterminate them and eradicate them.

You must do this for your own sanity.

*****

Need your phones monitored?

Are you concerned about the number of calls that are not being answered as best they can be?

You need Call Tracking Excellence.

For the cost of a less than one cleaning per week, you could have your phones being answered much much better….

Convert more calls into appointments…Click the link: http://www.calltrackingexcellence.com

Call Jayne on 1300 378 044 or email Jayne@theDPE.com  for more details.

*****

“How to Bring the Customer Service Magic of Disney Right There Into Your Dental Practice”

ONE TIME WORKSHOP Friday NOVEMBER 15 in SYDNEY.

Are you looking for that competitive EDGE for your dental practice in these questionable economic times?

History has shown that those businesses providing LEGENDARY WORLD CLASS Customer Service to their clients have not only survived, but THRIVED in during difficult times.

For the First time in Australia, Vance Morris brings you his comprehensive one day boot camp style workshop:

“How to Bring the Customer Service Magic of Disney Right There Into Your Dental Practice”

At this FULL DAY EXCLUSIVE workshop, you and your team will learn:

All about the cost that poor customer service is having on your dental practice.

Vance Morris will provide you with multiple examples of the financial impact of what poor service is doing for your practice.

He will explain in detail how to clearly DEFINE the “Customer Experience” (CX) for your dental practice.
You will learn the TEN RULES for WORLD-CLASS customer service, including:

* Anticipatory Service
* You had me at “Hello”
* Customer Service as a revenue generator
* “Everything communicates”

Vance will also explain in detail the art of PROFITABLE Service Recovery, including:

* How PROFITABLE Service Recovery is a systematic business process
* How to uncover your opportunities for PROFITABLE Service Recovery
* You will discover how to anticipate the needs for recovery
* Learn how to Train and empower your frontline employees on PROFITABLE Service Recovery
And much, much more….

Best of all, you will discover Vance’s signature programme Systematic Magic.

You will learn how to easily Out-Serve, Out-Price and Out-Market your dental competition in ANY ECONOMY. Based off his 10 year experience at Walt Disney World in Orlando, Florida, Vance will reveal the 7 Magic Keys that Disney uses every day to create magic for their guests. This is the same system that Vance himself used while at Disney to create some of their iconic attractions.

At the end of the day, all attendees will leave with their own, personal blueprint to implement Disney style service in their dental practices, the very next day.

So if you’re looking for that competitive edge that’s going to set your dental practice APART from all of the other practices in your area, then book your dental TEAM into see Vance Morris NOW!!

CLICK HERE FOR MORE DETAILS: http://bit.ly/2ZpzEdtl

******

Make sure you subscribe to my monthly Dental Water Cooler Podcast Series…. “The Ultimate Patient Experience”

Click on this link for all details

*****

Have you read my book , How To Build The Dental Practice of Your Dreams [Without Killing Yourself!] In Less Than Sixty Days.

You can order your copy here: Click Link To Order

*****

The Ultimate Patient Experience is a simple to build complete Customer Service system in itself that I developed that allowed me to create an extraordinary dental office in an ordinary Sydney suburb. If you’d like to know more, ask me about my free special report.

Email me at david@theupe.com

 

Trust Is The Highest Form Of Human Motivation

Trust Is The Highest Form Of Human Motivation

Last week somebody told me:

“Trust is the highest form of human motivation.”

This is an interesting statement.

When there is trust there is unbridled dedication and following.

Take small children as an example.

The trust of small children is unconditional.

A small child has an unconditional belief in their parents as being their sole supporters.

Small children believe categorically that their parents will be there for them no matter what.

Small children believe that their parents do already have their best interests at heart and they trust their parents unconditionally.

Sometimes these small children trust despite there being evidence of lack of care for the best interests of those children.

How do we build and nurture similar child-like trust in our dental patients?

How can we create an unconditional trust for us in the eyes and minds of our dental patients?

How can we have our patients believing that we their dentists are acting out of the best interests of them the patient.

And that our dental office is recommending the best treatment for them the patient ahead of what others could sometimes conceive as the best interests for the dental business?

What exactly are the best interests of the patient?

This is a very interesting question.

I’ve heard of dentists who do not propose optimal care for their patients because the optimal care is the more expensive option.

But the optimal care may be the treatment that the patient needs to ensure the best long-term result for the patient.

But the dentist fears that the patient may not like them if they prescribe expensive treatment for the patient.

And so the dentist under-diagnoses, under-presents, and under-treats his patients.

And the patient’s dental health suffers because of this.

This is a very common scenario in dental practices.

At the other end of the spectrum….

At the other end of the spectrum there are dental practices that over-treat patients.

Not that many.

But I’ve recently heard about a practice where over-treatment of patients was an acceptable protocol.

And the principal dentist was not concerned with the ethical or non-ethical treatment going on in his practice, so long as the practice income remained high.

Who should you trust? Really?

Recently I was told about a woman in her 70s who went along to an audiologist for a hearing check.

Now this woman had never had a hearing difficulty in the past.

And this current check was simply organised because the lady was due for her check.

But at this appointment, the lady was asked to return two weeks later, though she wasn’t quite sure what that next appointment was going to be for.

When she attended for this follow-on appointment the audiologist presented her with a case containing her brand-new hearing aids, paid for by the government.

And yet this lady had never really had a hearing problem….

But she was told to:

“Try them out at home while you watch TV and see how you like them….”

And after all, they were free for her….the government was paying.

Immediately this lady lost all trust and respect for the audiologist, who was obviously rorting the system.

How are things in your dental practice?

Have you created sufficient trust in your practice that your valued patients proceed unconditionally with their recommended treatment, because they know you have their best interests at heart?

Because, that’s the way that it needs to be.

*****

Need your phones monitored?

Are you concerned about the number of calls that are not being answered as best they can be?

You need Call Tracking Excellence.

For the cost of a less than one cleaning per week, you could have your phones being answered much much better….

Convert more calls into appointments…Click the link: http://www.calltrackingexcellence.com

Call Jayne on 1300 378 044 or email Jayne@theDPE.com  for more details.

*****

“How to Bring the Customer Service Magic of Disney Right There Into Your Dental Practice”

ONE TIME WORKSHOP Friday NOVEMBER 15 in SYDNEY.

Are you looking for that competitive EDGE for your dental practice in these questionable economic times?

History has shown that those businesses providing LEGENDARY WORLD CLASS Customer Service to their clients have not only survived, but THRIVED in during difficult times.

For the First time in Australia, Vance Morris brings you his comprehensive one day boot camp style workshop:

“How to Bring the Customer Service Magic of Disney Right There Into Your Dental Practice”

At this FULL DAY EXCLUSIVE workshop, you and your team will learn:

All about the cost that poor customer service is having on your dental practice.

Vance Morris will provide you with multiple examples of the financial impact of what poor service is doing for your practice.

He will explain in detail how to clearly DEFINE the “Customer Experience” (CX) for your dental practice.
You will learn the TEN RULES for WORLD-CLASS customer service, including:

* Anticipatory Service
* You had me at “Hello”
* Customer Service as a revenue generator
* “Everything communicates”

Vance will also explain in detail the art of PROFITABLE Service Recovery, including:

* How PROFITABLE Service Recovery is a systematic business process
* How to uncover your opportunities for PROFITABLE Service Recovery
* You will discover how to anticipate the needs for recovery
* Learn how to Train and empower your frontline employees on PROFITABLE Service Recovery
And much, much more….

Best of all, you will discover Vance’s signature programme Systematic Magic.

You will learn how to easily Out-Serve, Out-Price and Out-Market your dental competition in ANY ECONOMY. Based off his 10 year experience at Walt Disney World in Orlando, Florida, Vance will reveal the 7 Magic Keys that Disney uses every day to create magic for their guests. This is the same system that Vance himself used while at Disney to create some of their iconic attractions.

At the end of the day, all attendees will leave with their own, personal blueprint to implement Disney style service in their dental practices, the very next day.

So if you’re looking for that competitive edge that’s going to set your dental practice APART from all of the other practices in your area, then book your dental TEAM into see Vance Morris NOW!!

CLICK HERE FOR MORE DETAILS: http://bit.ly/2ZpzEdtl

******

Make sure you subscribe to my monthly Dental Water Cooler Podcast Series…. “The Ultimate Patient Experience”

Click on this link for all details

*****

Have you read my book , How To Build The Dental Practice of Your Dreams [Without Killing Yourself!] In Less Than Sixty Days.

You can order your copy here: Click Link To Order

*****

The Ultimate Patient Experience is a simple to build complete Customer Service system in itself that I developed that allowed me to create an extraordinary dental office in an ordinary Sydney suburb. If you’d like to know more, ask me about my free special report.

Email me at david@theupe.com

 

Contemplate This In Your Dental Business

Contemplate This In Your Dental Business

I love reading quotes.

Quotations.

Particularly quotations that speak to my inner self.

Quotations that inspire me.

Quotations that confirm my opinions and beliefs.

Here are eleven quotes that have recently [on an individual basis], revisited my desk over the past few weeks.

Collectively, they provide significant wisdom.

Please take a moment to think and reflect….

“The purpose of life is a life of purpose.”
– Robert Byrne

“Keep away from small people who try to belittle your ambitions. Small people always do that, but the really great make you feel that you, too, can become great.” – Mark Twain

“Do not go where the path may lead; go instead where there is no path and leave a trail” – Ralph Waldo Emerson

“Success means having the courage, the determination, and the will to become the person you believe you were meant to be” – George Sheehan

“Give yourself permission to close the door to toxic people in your life.” – Robert Stack

“Don’t be afraid to get new friends, tell people you can no longer do something or rearrange your schedule to take care of yourself.” – Sandi Krakowski

“When the world says you’re not good enough, get a second opinion.”
– Nick Vujicic

“Experience has taught me that if you don’t fit in, you are probably doing the right thing.” – Robert Stack

“Either you run the day or the day runs you.”
– Jim Rohn

“Learn to love change, welcome it and see the opportunity in it.”
– John R. DiJulius III

Bradley J Sugars says “you better learn this formula … Leads x Conversion = Customers x No. Transactions x Average Sale = Revenues x Margins = Profits … know your numbers …..”

I’ve found, in business, the path to success is not a straight line.

And I’ve found that the path to success is often littered with the corpses of those not brave enough to hold onto their convictions.

You do have to stay strong and stay true to your convictions.

Because everyone will have an opinion.

Opinions are like belly buttons. Everybody has one.

The sad thing is, opinions are cheap.

And you can listen to opinions of others all day every day and get yourself totally confused.

Sometimes it will be family members who have decided it is their God given duty to prevent you from taking the path you have chosen, and who throw advice your way.

In spades.

When they have very little except for their own opinion to back up their words.

Respectfully, you need to hold your ground.

The road less travelled IS less travelled for a reason.

Ninety five percent of dentists in the USA reach the age of sixty-five and cannot afford to retire because they have not made the successful choices along their path of life.

I contend that the five percent who are able to walk away at age sixty-five can do so because they have made those difficult choices to be different along the way….

In the movie The Big Chill, the character Richard Bowens says:

“There’s some [expletive deleted] at work you have to kowtow to, and you find yourself doing things you thought you’d never do. But you try and minimise that stuff; be the best person you can be. But you set your priorities. And that’s the way life is. …… The thing is… no one ever said it would be fun. At least… no one ever said it to me.”

My advice, is to be the best person you can be.

And do set your priorities.

And hold your line.

Sometimes it will be difficult.

But, it will be worth it.

*****

Need your phones monitored?

Are you concerned about the number of calls that are not being answered as best they can be?

You need Call Tracking Excellence.

For the cost of a less than one cleaning per week, you could have your phones being answered much much better….

Convert more calls into appointments…Click the link: http://www.calltrackingexcellence.com

Call Jayne on 1300 378 044 or email Jayne@theDPE.com  for more details.

*****

“How to Bring the Customer Service Magic of Disney Right There Into Your Dental Practice”

ONE TIME WORKSHOP Friday NOVEMBER 15 in SYDNEY.

Are you looking for that competitive EDGE for your dental practice in these questionable economic times?

History has shown that those businesses providing LEGENDARY WORLD CLASS Customer Service to their clients have not only survived, but THRIVED in during difficult times.

For the First time in Australia, Vance Morris brings you his comprehensive one day boot camp style workshop:

“How to Bring the Customer Service Magic of Disney Right There Into Your Dental Practice”

At this FULL DAY EXCLUSIVE workshop, you and your team will learn:

All about the cost that poor customer service is having on your dental practice.

Vance Morris will provide you with multiple examples of the financial impact of what poor service is doing for your practice.

He will explain in detail how to clearly DEFINE the “Customer Experience” (CX) for your dental practice.
You will learn the TEN RULES for WORLD-CLASS customer service, including:

* Anticipatory Service
* You had me at “Hello”
* Customer Service as a revenue generator
* “Everything communicates”

Vance will also explain in detail the art of PROFITABLE Service Recovery, including:

* How PROFITABLE Service Recovery is a systematic business process
* How to uncover your opportunities for PROFITABLE Service Recovery
* You will discover how to anticipate the needs for recovery
* Learn how to Train and empower your frontline employees on PROFITABLE Service Recovery
And much, much more….

Best of all, you will discover Vance’s signature programme Systematic Magic.

You will learn how to easily Out-Serve, Out-Price and Out-Market your dental competition in ANY ECONOMY. Based off his 10 year experience at Walt Disney World in Orlando, Florida, Vance will reveal the 7 Magic Keys that Disney uses every day to create magic for their guests. This is the same system that Vance himself used while at Disney to create some of their iconic attractions.

At the end of the day, all attendees will leave with their own, personal blueprint to implement Disney style service in their dental practices, the very next day.

So if you’re looking for that competitive edge that’s going to set your dental practice APART from all of the other practices in your area, then book your dental TEAM into see Vance Morris NOW!!

CLICK HERE FOR MORE DETAILS: http://bit.ly/2ZpzEdtl

******

Make sure you subscribe to my monthly Dental Water Cooler Podcast Series…. “The Ultimate Patient Experience”

Click on this link for all details

*****

Have you read my book , How To Build The Dental Practice of Your Dreams [Without Killing Yourself!] In Less Than Sixty Days.

You can order your copy here: Click Link To Order

*****

The Ultimate Patient Experience is a simple to build complete Customer Service system in itself that I developed that allowed me to create an extraordinary dental office in an ordinary Sydney suburb. If you’d like to know more, ask me about my free special report.

Email me at david@theupe.com

 

Getting The Little Things Right In Your Dental Practice

Getting The Little Things Right In Your Dental Practice

What little things could you be doing regularly in your dental practice that would make your business truly stand out in the crowd when compared to your neighbouring dental practices?

Finding those little points of difference, and putting them in place, could be easier than you think….

Last week….

Last week Jayne and I had a few days away in South Australia.

We chose to revisit a very luxurious lodge that we had stayed at some three and a half years ago.

The reason we decided to revisit this location was because we had had such a wonderful experience there on our first visit.

And our second visit there did not disappoint.

From the moment we arrived at the regional airport and were greeted by Mel, our driver, we felt welcomed and valued and respected.

Mel greeted us with a warm and friendly

“Welcome back”

spoken with sincerity and care.

Our drive from the airport to the lodge was one hour, and during this time Mel engaged us, and two other couples visiting the resort, with information about the size of the island we were on and the land uses there.

The information was provided in a very pleasant conversational manner and was just the right amount.

When our transport arrived at the security front gate to the property Mel buzzed in our arrival. A voice answered:

“Welcome to Southern Ocean Lodge. This is Shana.”

To which Mel replied:

“Hi Shana. It’s Mel back from the airport.”

To which Shana said:

“Hi Mel. Welcome back.”

A very well thought out and scripted conversation that served the purpose of making sure that the accompanying guests in the transport felt the LOVE of the establishment they were just about to arrive at.

After all, it would have been easier for Mel to have been given a remote control to operate the security gate, but then the guests would have missed out on hearing, or overhearing, this warm conversation.

When our transport arrived at the lodge building proper, Jayne and I were greeted by John, the manager of the lodge, with a very sincere:

“Welcome back. And happy belated birthday.”

As we walked from the transportation to the two large solid front doors, those doors were opened by two team members who again welcomed us.

But the true welcome was the Great Room behind those closed doors, and the wonderful view out through the full glass windows towards the dramatic coastline and the Great Southern Ocean.

The theatre, or should I say the theatrical process of our arrival had been choreographed perfectly to create a maximum WOW effect for us as visitors.

In your dental practice…..

What messages can you improve upon for your greetings to your arriving patients, both new, and returning patients?

How could you create the extraordinary, instead of delivering just the ordinary?

How could your team members address regular daily conversations, and improve them, in such a way that those conversations add value when they intentionally are overheard by your valued guests and patients?

What can you create that can become your dental practice’s WOW experience that has your arriving patients in awe of your procedures and processes?

Remember, you only have one chance to make a lasting first impression.

And you have every chance, through a careless lack of processes and a lack of attention to detail, to create lasting poor impressions that have your patients talking poorly about you.

Creating great processes can be easy and quite fun, once you and your team STEP UP, and get the ball rolling.

And when you do so, and do it well, the resulting changes to your business and the way you do business, and the type of business you create, are dramatic.

*****

Need your phones monitored?

Are you concerned about the number of calls that are not being answered as best they can be?

You need Call Tracking Excellence.

For the cost of a less than one cleaning per week, you could have your phones being answered much much better….

Convert more calls into appointments…Click the link: http://www.calltrackingexcellence.com

Call Jayne on 1300 378 044 or email Jayne@theDPE.com  for more details.

*****

“How to Bring the Customer Service Magic of Disney Right There Into Your Dental Practice”

ONE TIME WORKSHOP Friday NOVEMBER 15 in SYDNEY.

Are you looking for that competitive EDGE for your dental practice in these questionable economic times?

History has shown that those businesses providing LEGENDARY WORLD CLASS Customer Service to their clients have not only survived, but THRIVED in during difficult times.

For the First time in Australia, Vance Morris brings you his comprehensive one day boot camp style workshop:

“How to Bring the Customer Service Magic of Disney Right There Into Your Dental Practice”

At this FULL DAY EXCLUSIVE workshop, you and your team will learn:

All about the cost that poor customer service is having on your dental practice.

Vance Morris will provide you with multiple examples of the financial impact of what poor service is doing for your practice.

He will explain in detail how to clearly DEFINE the “Customer Experience” (CX) for your dental practice.
You will learn the TEN RULES for WORLD-CLASS customer service, including:

* Anticipatory Service
* You had me at “Hello”
* Customer Service as a revenue generator
* “Everything communicates”

Vance will also explain in detail the art of PROFITABLE Service Recovery, including:

* How PROFITABLE Service Recovery is a systematic business process
* How to uncover your opportunities for PROFITABLE Service Recovery
* You will discover how to anticipate the needs for recovery
* Learn how to Train and empower your frontline employees on PROFITABLE Service Recovery
And much, much more….

Best of all, you will discover Vance’s signature programme Systematic Magic.

You will learn how to easily Out-Serve, Out-Price and Out-Market your dental competition in ANY ECONOMY. Based off his 10 year experience at Walt Disney World in Orlando, Florida, Vance will reveal the 7 Magic Keys that Disney uses every day to create magic for their guests. This is the same system that Vance himself used while at Disney to create some of their iconic attractions.

At the end of the day, all attendees will leave with their own, personal blueprint to implement Disney style service in their dental practices, the very next day.

So if you’re looking for that competitive edge that’s going to set your dental practice APART from all of the other practices in your area, then book your dental TEAM into see Vance Morris NOW!!

CLICK HERE FOR MORE DETAILS: http://bit.ly/2ZpzEdtl

******

Make sure you subscribe to my monthly Dental Water Cooler Podcast Series…. “The Ultimate Patient Experience”

Click on this link for all details

*****

Have you read my book , How To Build The Dental Practice of Your Dreams [Without Killing Yourself!] In Less Than Sixty Days.

You can order your copy here: Click Link To Order

*****

The Ultimate Patient Experience is a simple to build complete Customer Service system in itself that I developed that allowed me to create an extraordinary dental office in an ordinary Sydney suburb. If you’d like to know more, ask me about my free special report.

Email me at david@theupe.com

 

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