“If you are truly focussed on creating a great dental practice and a great dental team, you cannot brush over these weaknesses.”

“If we don’t have the What and the How to apply to the individual steps of our Customer Experience Cycles, then it will be a much more difficult task for us to be creating our very own Ultimate Patient Experience”

“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.”

“The Vision Statement is the ‘WHAT’ that we create in defining our business.”

“How many years does a new patient keep on returning to your dental practice to see you?”

“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.”

“So many dental practices do not train their front office staff with any phone skills or communication skills.”

“A lot of dental offices wouldn’t bother to offer this level of service or favour to a caller in distress.”

“You can’t run a business, a family, a lifestyle based on hoping and wishing.”

“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.”

“Having only feelings and not having accurate data about the ROI on your marketing is sheer madness.”

“Actions are better than inactions, and there are no wrong results, just lessons to be learned.”

“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.”

“Failing to have someone answering your dental office phone leaves a nasty indelible impression for first time callers to your practice.”

“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.”