“Something has occurred during the patient’s visit that was not up to the expectations that this patient was anticipating.”

“Great businesses have their fingers on the essential pulses and KPIs that indicate back to the owner when there are dangers and warnings that need to be acted upon.”

“There are so many possible moments during a patient’s journey through their dental visit that can either strengthen or diminish their relationship with your office.”

“Incomplete complex treatment plans become our outstanding treatment, and are replaced by ‘rats and mice’ style dental appointments….and that’s not productive.”

“The dental receptionist who answered the phone had abruptly and violently ended the call with my friend and had slammed the phone down in his ear.”

“Good advice is worth paying for. It’s worth paying for over and over and over. Paying for good advice gets you to your destination far more quickly.”

“There is no need to be rude and abrupt and short. Our aim is to always be pleasant and persuasive and courteous.”

“The ability to appropriately delegate the solving of issues that we aren’t trained in remedying effectively is one of the greatest assets a business owner can possess.”

“You need the right support network in your business to truly achieve great things…”

“You might find yourself way off course, or way off track, because of your blind ignorance…”

“A business’s service recovery systems and the way that business seamlessly swing them into action are what defines them as a business that cares unconditionally about their customers.”

“I always knew that my dental practice was a business, and as a business, I needed to treat it as a business. And not treat it as a hobby.”

“Sadly, you can’t make this stuff up…. May the fourth be with you.”

“If what an employee achieves has a direct and measurable POSITIVE IMPACT on the bottom line of the business, then employees that help achieve those improvements should be rewarded for their positive contributions.”

“What are you and your team doing to create a modus operandi, that delivers repeatable schedules of magical moments that will have all of your clients, patients and customers exclaiming: ‘Wow!! You guys are different!!’ ”