“Our aim in the service industry is to always be trying to create an experience for our customers today that is better than the experience they enjoyed at their previous visit.”

Just having a list and contacting people from that list sporadically certainly won’t get those people to buy your services

When you are UNABLE to see a patient with a real time emergency on the same day that they call, then you will create a dissatisfied patient for life.

“You need to be accomplishing the necessity of making potential customers aware of who you are.”

“Every negative experience we have provides us with a moment to learn. We learn from our mistakes.”

“Dentists are not taught how to feel COMFORTABLE in discussing costs and fees and money with patients”

“Using a patient’s name regularly in conversation puts our patients more at ease”

“Have a dedicated interviewing system that creates a consistency of process. The better your system is, the better your successful applicant will be.”

“The dental office telephone is THE most important piece of dental equipment in your dental practice.”

“You need to educate and train your team to be able to answer all questions posed by patients and callers to your practice.”

“When there is no emotional connection, then it’s very easy for so-called patients to PUT OFF or defer their necessary treatments.”

“Patients truly love and value the post-treatment engagement they receive.”

“Some people in the workforce seem very happy just putting in minimum effort at work….”

“The welcome letter needs to be written in such a way that it adds value and creates anticipation for the new patient.”