I often ask this question to dentists: “How many people work for you?” And one of the best answers I receive is: “About half” Which is really sad. It is really sad that there are businesses out there employing people who are not digging in. People who “turn up”...

We’re not in the dental business. We are in the problem solving  business. We have paying customers who we serve. People don’t come to the dentist to buy a bushel of crowns. Or a dozen Class I composites. Your customers come to you to have their particular problem...

When your business needs invigoration, you need to take action. HOPING that things will get better at your business is not the answer. Doing nothing to change your situation is not the answer. You need to change course. You need to decide, and implement. Because what...

Over my travels of the past week I’ve come to realise that great service and great processes go hand in hand. It is very difficult to have success by having one without the other. In fact, dare I say, it is impossible. Even the Seinfeld Soup Nazi, who had great soup,...

Last weekend Jayne and I visited Canberra where Jayne presented another of her very popular Masterclasses. On one evening, we dined at a restaurant that had a very peculiar protocol for diners. The restaurant’s menu consisted of a long list of small plates ideal for...

I was searching for some images recently and came across this one here that I thought would make a great conversation starter. Often I’m searching for images to portray an association with a blog article I may be writing, but in this case, I found this image that...

Ordering.  When ordering [or sending out] dental laboratory cases, there needs to be an attention to all details with regards to the individual laboratory case. Even though your dentist may appear to regularly order the SAME treatment or similar treatments for...

The ordering and receiving of dental supplies in a dental practice needs to be a systematised process. If the process of ordering and receiving of supplies is un-organised then what happens is this: • Incorrect quantities are ordered and received • Pricing paid for...

The dental treatment room, or operatory, is the room where patients receive their dental treatment, as provided by the dentist or the dental hygienist. The key purpose of the treatment room is to provide treatment to the patient comfortably and efficiently. And one of...

“With Customer Service, there is no FINISH Line…”  – David Moffet. Providing World Class Customer Service becomes an obsession. You become engrossed and absorbed in trying to do things better for your customers. So you never are “done” with Customer Service. You want...

A couple of weeks ago the Federal Court of Australia passed a judgement that a claim lodged by dentist for unpaid superannuation payments be paid to him by the organisation that engaged him. The dentist had been engaged by the organisation as a “contractor” and the...