Last weekend Jayne and I stayed in a city hotel, while we were presenting our one day Practice Management Event at Darling Harbour. We stayed in one of the newer city hotels. Meet Sam. After our event had finished, Jayne and I met up with some of the event sponsors...

Last Monday I was driving out of Sydney headed to my home in the rural NSW countryside. The drive is interesting, in that it is 130 kilometres of travel, with only five or six kilometres of  traffic lights at the very beginning. After that it is all motorway and...

Last weekend Jayne and I presented a seminar with a guest speaker in Melbourne for over two hundred and forty attendees. We decided to use the Melbourne Exhibition and Convention Centre where we were professionally looked after from start to finish by an experienced...

My good friend Jack Daly was down under last week presenting his material to sold out audiences. One of the big take-aways for me was his fact that sports teams are better organised than most businesses. And I’m not talking professional sports teams here. I’m thinking...

Selling is the transfer of trust. When we are serving our customers, our aim needs to be to help them the best way that we can, even if that way is not us. Often I hear people say to me about their dentist [in a disparaging manner]: “I need to have a root canal and a...

The George Calombaris story is all over the news this week. [For those who do not know, George Calombaris is a TV celebrity chef.] The story, in a nutshell, is that George’s company has been fined $200,000.00 for underpaying staff working at his restaurants. Following...

Take a look at your dental practice. Are you selling a commodity or product? Such as dentistry? Or are you selling your customers an EXPERIENCE? An Ultimate Patient Experience? Some dental practices are always concerned that the prices that they charge need to be...

Here are some interesting ideas and thoughts to consider when setting up a sales offer. Firstly, you need to make your offer compelling enough that potential customers are going to want to purchase your initial offer purely because it represents a solution to their...

“The Customer Is Always Right” Are they? This statement is often offered up in customer service lessons: “The Customer Is Always Right Even If They’re Wrong” Have you ever heard that one? Here are three reasons why I don’t believe that “The Customer Is Always Right” ...

Why do dentists start their own businesses? Why do they become owners of a dental practice? What’s the reason? One of the big reasons that dentists want to own their own business is because they want more control of their lives. But what they often find is that their...

It’s hilarious when people copy my stuff and try to pass it off as their own. Recently one of my competitors has launched a one-day course in teaching how to create an exceptional experience in your dental practice. Laughably, the marketing for this one-day course...

Coaching is very much like dentistry. You need to diagnose the ailment, discuss the treatment modalities, and then decide on a course of treatment. Much the same as dentistry. In dentistry we need to diagnose the cause of the pain. We then need to recommend some...

Jayne and I have just spent a few days staying in Auckland New Zealand educating and working with dental professionals in the shaky isles who want to grow their dental practices. Our hotel in Auckland has been dramatically amazing. The employees have really gone above...

There are so many experts out there…. Who should you listen to? There’s a lot of people out there beating their own drums. I sometimes receive phone calls out of the blue from people in Europe or USA with outstanding investment opportunities. And I always ask them...