When I talk to dental practices about some of their patient issues, the most common factor in all of their problems with patients always comes back to a distinct lack of communication. And this lack of communication is usually caused by dental office employees having...

An email from my good friend Shep Hyken came across my desk last week. In the email, Shep had listed some of the many reasons that people choose to do business with one business over another. The list was intriguing, as were some of Shep’s explanations. I’ll share...

We all know that scene in the movie Jingle All the Way where Arnold Schwarzenegger is on the phone to his customers on Christmas Eve? And as he concludes each call, he robotically tells each customer: “You’re my favourite customer!”  And then his wife phones, and of...

I like this quote from Brad Sugars. He says: "Success is more often about what you have to STOP, than what you have to start ... people you need to stop seeing, things you need to stop doing, emotions you need to stop feeling, time you need to stop wasting ... make a...

It’s coming up to Christmas time…in fact I’m writing this blog and there’s less than 25 hours before Christmas Day arrives Down Under… Christmas Day arrives on the same day each year. I was about to say: “It’s hard to believe it’s nearly Christmas.” But, we know that...

Today I’m going to discuss the best way that I found to complete the regular patient’s hygiene appointment so that the patient schedules and keeps their next appointment, AND is also eager to bring that appointment forward should a vacancy arise. This article is Part...

It only takes one bad egg to put you off your omelette. It only takes one bad prawn to put you off eating seafood. But often there is more than one bad egg, or one bad prawn… It’s the same in business. There will sometimes be bad eggs in business that can drag down...

Today I’m going to review the handover process that occurs in the hygiene room following the dentist’s examination for the dental hygiene patient who visits your dental office for their regular hygiene appointment. This article is Part V of a weekly series of articles...

One of the best pieces of advice I was ever given was from a medical doctor who told me: "The Purpose of an Appointment is to Make Another Appointment.” This statement is profoundly correct. If you want to stay in business you either need lots of new business or you...

Today it’s time to look at the examination process for the dental hygiene patient who visits your dental office for their regular hygiene appointment. This article is Part IV of a weekly series of articles that explains the hygiene process that I used IN DETAIL to...

Recently a good friend of mine decided upon a change in career. It was a big decision. Having previously carved out significant careers in hospitality and also in food technology and sports nutrition, my friend decided on the challenge of a new role in an area that...

Two weeks ago I discussed the important role that a dental hygienist plays in the creation of an EXPERIENCE for their patient so that the hygiene visit for the regular loyal dental patient is not simply “just another cleaning” or “it’s only a clean”. This regularly...