
The Numbers Tell The Story
“I don’t want to hear stories. I want to see the numbers. I want the data. Because the data will give me the REAL STORY.”

Does Your Dental Business Have A Clearly Defined Customer Service Vision Statement?
“The Vision Statement is the ‘WHAT’ that we create in defining our business.”

The Three Reasons Why Actively Retaining Your Loyal Customers Makes Much More Business Sense
“How many years does a new patient keep on returning to your dental practice to see you?”

Have You Ever Received A “Clayton’s Gift”?
“This article should be a wakeup call to those organisations that behave in this manner of making life a little bit more difficult than it needs to be.”

Is Your Dental Practice Bleeding To Death?
“So many dental practices do not train their front office staff with any phone skills or communication skills.”

Would Your Dental Practice Go the Extra Mile?
“A lot of dental offices wouldn’t bother to offer this level of service or favour to a caller in distress.”

How Much Treatment Are You Diagnosing In Your Dental Practice Each And Every Day?
“You can’t run a business, a family, a lifestyle based on hoping and wishing.”

Is Everyone On Your Team Working Together?
“In dentistry we owe it to our callers to make sure that we solve their problems. And that usually means scheduling them an appointment to attend to their issues.”

Do You Know Exactly And Accurately The Referral Source Of Every One Of Your New Patients?
“Having only feelings and not having accurate data about the ROI on your marketing is sheer madness.”

Attitude Is A Choice That Is Available To Everyone.
“Actions are better than inactions, and there are no wrong results, just lessons to be learned.”

Are All Patients That You’re Seeing Each Day Leaving With Their Next Appointment Being Made For Them?
“A long list at the end of each day of patients who leave your dental practice without making their next appointment, just creates unnecessary follow up work for your dental front office staff.”

Our Business Is To Serve Our Customers
“Failing to have someone answering your dental office phone leaves a nasty indelible impression for first time callers to your practice.”

Do You Know The Exact Number Of Phone Calls Coming In To Your Dental Practice Each And Every Day?
“When we know these numbers and how they compare over time, we can forecast rather than react. And the ability to reliably forecast allows us to be ahead of the curve, rather than to be reacting AFTER the horse has bolted.”

Customer Service Lessons From J. Willard Marriott
“One of the things that made my dental practice so successful was that a visit to my practice wasn’t about the dentistry.”

Are You Measuring And Monitoring Your Daily, Weekly, And Monthly Productions And Collections In Your Dental Practice?
“When you take control of your appointment schedule to create a template that delivers you production in a structured manner, then life as a business owner starts to look significantly better.”