The Counter-Intuitive Way Of Setting Your Fees.

The Counter-Intuitive Way Of Setting Your Fees.

In 1998, my dental receptionist came to me and said: “David, the patients are complaining that your fees are too high.” Which was odd. Because I had not increased my dental practice fees for about two years, and with inflation running at a rate in excess of 10% per...

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It Pays To Always Know Your Customers.

It Pays To Always Know Your Customers.

In business, in your business, do you know all your customers? And does your business have the systems in place to truly recognise your customers when they pop up unexpectedly in different places than they normally do? In a dental office, sometimes your regular and...

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You Know When Things Are Not Going To End Well.

You Know When Things Are Not Going To End Well.

Have you ever had one of those experiences where you know right from the get-go that things are destined to end up pear shaped? One of those times where you’ve booked some accommodation online and then when you arrive at the hotel, it looks more like the Bates Motel...

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King Of Your Own Sandpit

King Of Your Own Sandpit

There is no point being king of your own sandpit when everyone else is playing in a different sandpit. Although the solitude can be soothing, sooner or later you will need others to interact with to maintain your own sanity. And although it may be your sandpit, those...

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Phone Skills Are A Learnable Repeatable Process

Phone Skills Are A Learnable Repeatable Process

Last time I looked it up I found that no baby had ever been born with a telephone handset in their hand. Nor had any newborn arrived and been able to speak at birth. This means that speech, and the ability to speak, are learned skills. They are not inherent. Nobody is...

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Consistency Is The Key

Consistency Is The Key

One of the reasons your valued and loyal customers leave your business and go elsewhere is because the product that they have come to expect has been diluted or altered away from “the usual” product that they have become accustomed to. If your business thinks that it...

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Who Really Is Working For You?

Who Really Is Working For You?

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”...

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We Are In The Problem Solving Business.

We Are In The Problem Solving Business.

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...

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Doing Nothing Is Not The Answer.

Doing Nothing Is Not The Answer.

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...

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To Provide Great Service You Need Great Processes

To Provide Great Service You Need Great Processes

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,...

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Our Way Or The Highway.

Our Way Or The Highway.

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...

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What Is Service?

What Is Service?

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...

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