“And when we make that choice, to behave in a positive manner, we have the immediate ability to be able to stand out from the crowd, because everybody else is just wallowing in that world of negativity.”

“There is really very little reason to be giving patients options for their treatment… they are not educated enough, they do not have the medical and dental degrees needed to make educated decisions. The better the directional leadership of a practice towards its patients, the better the practice will be at solving its patients issues.”

“These three things are the centrepiece that your team need to be focused on receiving, to ensure that all patients will be returning to complete that treatment…”

“Businesses with great systems are a pleasure to do business with and are a great place to work.”

“Each call to a dental office is an opportunity to help someone. Every caller to our dental office is a real person with a dental concern or problem that they are looking to us to solve for them.”

“Doing OK” is a place you don’t want to be. It’s nothing to be proud of.

“The customer’s perception is indeed the reality”

“Dentistry is a GRUDGE BUY. It’s not a purchase made based on pleasure or passion. Nobody WANTS TO go to the dentist.”

“Customers change where they choose to business if they feel unappreciated or they feel ignored or if they feel that they are being taken for granted.”

“Taking less than best may not result in a happy ending…”

“When a patient with a dental appointment calls to cancel or postpone that appointment, the reason they do so is because they do not understand with clarity, what the harmful consequences of delaying that treatment are.”

“Some people feel that because they have excelled at school and university, that in their business career they should be smart enough to solve every obstacle that comes in their way. Sometimes that intelligence is actually an obnoxious arrogance that hinders these people from reaching their true potential.”

“Is everybody on your team truly representing your brand? Do all your team members lead with their best foot forward, all of the time?”

“Your customers really want to know what you’re going to be doing for them TODAY that’s going to improve their experience TODAY. What your business has planned for 44 months’ time is of little relevance to your customers today.”

“So for that caller to be told that they couldn’t have been seen for two months, well the caller would most likely just hang up, jump on the web, and phone another dental practice that could see them for that consultation sooner…”