“Some people feel that because they have excelled at school and university, that in their business career they should be smart enough to solve every obstacle that comes in their way. Sometimes that intelligence is actually an obnoxious arrogance that hinders these people from reaching their true potential.”

“Is everybody on your team truly representing your brand? Do all your team members lead with their best foot forward, all of the time?”

“Your customers really want to know what you’re going to be doing for them TODAY that’s going to improve their experience TODAY. What your business has planned for 44 months’ time is of little relevance to your customers today.”

“So for that caller to be told that they couldn’t have been seen for two months, well the caller would most likely just hang up, jump on the web, and phone another dental practice that could see them for that consultation sooner…”

“Sometimes we just need to step back and take a good look at exactly what we are prioritising…”

“In dentistry there’s a failure from the top to educate the team about who the employer is, and who is actually paying the team wages.”

“Blind ignorance on the side of business owners who fail to seek advice for their business when things are going well, as well as when things are going pear-shaped, really has a severe financial impact on the short term and the long term earnings and profits that their business SHOULD BE ENJOYING.”

“Every caller to a dental practice needs to be led [gently] to a solution, which is often the scheduling of a necessary appointment for either treatment or for a consultation.”

“Had I not treated this person with independent respect, he may not have invested with me in improving his oral health.”

“When a service defect occurred, they seamlessly swung into service recovery mode IMMEDIATELY to make things better, no matter what….”

“The first employee did make us feel that we were an ‘inconvenience’, and in the way, as she went about her end of day duties….”

“In the dental practice, it’s very important when building rapport with clients and patients, to find out the name of the person with whom we are speaking”

“Those practices that have allowed their valued patients to cancel and not reschedule their appointments for necessary treatment are now seeing their poor processes EXPOSED as the tide goes out…”

“When an opportunity arises or presents itself to you, in life, and in business, are you the kind of person who identifies your chance to EXCEED EXPECTATIONS without having to be asked to?”

“Tell yourself to get out of your patients’ wallets, and into their mouths, and fix what needs to be fixed in the best way possible.”