Service Abundance

Service Abundance

I’m a strong believer in the theory of abundance. There is plenty in the world for all of us to share. The world is not built on scarcity. It is built on love and generosity. I’m a firm believer in growing the pie, so all can share, rather than rationing the pie, so...

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Why Are You In Business?

Why Are You In Business?

This quote came across my desk this morning. It’s from Brad Sugars: "You should think of yourself as a business owner first, your profession or trade second ... i.e. You are not a doctor, you are the owner of a medical business ..." These are very powerful words. I...

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There’s A Lot To Be Said About Being Solution Focused

There’s A Lot To Be Said About Being Solution Focused

You may remember a year ago I had a serious problem with my Telco [telecommunications company], Telstra. [Read the full story here]. I had had a mobile phone plan with Telstra and been a loyal customer with them for thirty-five years. My issue with them a year ago...

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You Really Can’t Make This Stuff Up

You Really Can’t Make This Stuff Up

My wife purchased a lounge from a fairly upmarket furniture supplier. As would be the case, a deposit was paid and an ETA [estimated time of arrival] and delivery day was scheduled for when the lounge would be delivered. Hiccup Number 1. The date of arrival of the...

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The Power Of A Second Set Of Eyes

The Power Of A Second Set Of Eyes

One of the things that I always encourage dental practice owners is to get the opinion of someone else, just for the sake of having a second opinion. It may seem arduous and it may sometimes seem unnecessary. But it is the advice of a sage that can be invaluable. So...

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Dare To Be Different

Dare To Be Different

I’ve just now gotten off a plane flying to Queensland from Sydney. What was surprising about this trip was the excellent customer service my wife and I received from our Customer Service Officer Michael Gerber [no, not THAT Michael Gerber]. Michael was efficient and...

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Those Fateful Words You Never Want To Hear Your Patient Say.

Those Fateful Words You Never Want To Hear Your Patient Say.

I was reminded recently by non-dental circumstances about the importance of keeping in touch with your clients. And in particular your best clients. Because clients can be very peculiar. Realistically, if clients are paying you money, and you wish for them to keep...

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Six Things Your Patients Are Looking For In A Great Dentist

Six Things Your Patients Are Looking For In A Great Dentist

You don’t need great customer service in your business. Customer Service is overrated. Patients won’t come to see you because your staff say “please” and “thank you”. They will come to see you because you are the best dentist in town. Here’s why they will come to see...

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The Telephone Is Your Best Friend

The Telephone Is Your Best Friend

When I talk to dental practices about some of their patient issues, the most common factor in all of their problems with patients always comes back to a distinct lack of communication. And this lack of communication is usually caused by dental office employees having...

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Five Reasons Why Customers Choose To Do Business With You.

Five Reasons Why Customers Choose To Do Business With You.

An email from my good friend Shep Hyken came across my desk last week. In the email, Shep had listed some of the many reasons that people choose to do business with one business over another. The list was intriguing, as were some of Shep’s explanations. I’ll share...

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Are You Simply Just Going Through The Motions?

Are You Simply Just Going Through The Motions?

We all know that scene in the movie Jingle All the Way where Arnold Schwarzenegger is on the phone to his customers on Christmas Eve? And as he concludes each call, he robotically tells each customer: “You’re my favourite customer!”  And then his wife phones, and of...

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