“If you’re going to give your patients a gift, make it a gift of value, or a gift that shows that someone at your office has made some sort of effort.”

“There will always be competitors who come along and compete on price. But they won’t be you… at best they’ll be a cardboard cut-out of you.”

“If this sort of thing is going on in your dental practice, it could be the ‘silent killer’ that is causing patients to not come back to complete their treatment.”

“Success only comes to those who do the work necessary.”

“When we change a patient’s appointment time for our reason rather than for theirs, we immediately send the patient a message that we don’t really value their time at all.”

“Stay away from investing time in one-sided associations and relationships. They are not worth the effort, and will always end with tears…”

“Nobody likes making mistakes and nobody likes being on the receiving end of mistakes.”

“The only smell associated with strong leadership is the sweet smell of success.”

“To compete on price you will need to compromise on the quality of your goods or the quality of the service you provide.”

“There’s a simple answer as to why coaching isn’t working for most people in their business.”

“Alongside this, your customers must be made to feel valued and important, and they must feel respected.”

“To underpay on any or all of these three roles is at best charity, and at worst, stupidity.”

“All dental services and patient interactions need to be delivered as personally and as personably as possible. And that’s best done by a human being. And not by a sign. Or by a bell….”

“When you’re learning how to do new things, having a coach to stop you from making silly mistakes is invaluable.”

“At dinner parties and barbeques around the world every weekend, people aren’t pulling back their lips and cheeks and saying to each other: “You should be going to my dentist. His crown margins are only fifteen microns’….”