Who Really Is Working For You?

Who Really Is Working For You?

I often ask this question to dentists: “How many people work for you?” And one of the best answers I receive is: “About half” Which is really sad. It is really sad that there are businesses out there employing people who are not digging in. People who “turn up”...

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We Are In The Problem Solving Business.

We Are In The Problem Solving Business.

We’re not in the dental business. We are in the problem solving  business. We have paying customers who we serve. People don’t come to the dentist to buy a bushel of crowns. Or a dozen Class I composites. Your customers come to you to have their particular problem...

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Doing Nothing Is Not The Answer.

Doing Nothing Is Not The Answer.

When your business needs invigoration, you need to take action. HOPING that things will get better at your business is not the answer. Doing nothing to change your situation is not the answer. You need to change course. You need to decide, and implement. Because what...

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To Provide Great Service You Need Great Processes

To Provide Great Service You Need Great Processes

Over my travels of the past week I’ve come to realise that great service and great processes go hand in hand. It is very difficult to have success by having one without the other. In fact, dare I say, it is impossible. Even the Seinfeld Soup Nazi, who had great soup,...

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Our Way Or The Highway.

Our Way Or The Highway.

Last weekend Jayne and I visited Canberra where Jayne presented another of her very popular Masterclasses. On one evening, we dined at a restaurant that had a very peculiar protocol for diners. The restaurant’s menu consisted of a long list of small plates ideal for...

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What Is Service?

What Is Service?

I was searching for some images recently and came across this one here that I thought would make a great conversation starter. Often I’m searching for images to portray an association with a blog article I may be writing, but in this case, I found this image that...

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The Golden Principle of Customer Service

The Golden Principle of Customer Service

The golden principle of customer service is to provide help or service to each and every customer UNCONDITIONALLY, without any feeling of expectation of reciprocation or inconvenience being created. Do something for your customers as if it is no bother at all to you....

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Leadership. Do You Have It?

Leadership. Do You Have It?

One of the problems with running an organisation, any organisation, is that for that organisation to be successful long term it needs to have an iconic form of leadership displayed by the person in charge. You cannot be a weak leader. And you cannot be seen to be...

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“They’re Not Calling For A Pizza”

“They’re Not Calling For A Pizza”

One of the best things about working in a dental practice is the fact that everybody who contacts your office with a treatment enquiry of any sort is contacting your office because they NEED that treatment. Or they THINK they need that treatment. They are in need of...

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Organising and Setting Up The Dental Treatment Room

Organising and Setting Up The Dental Treatment Room

The dental treatment room, or operatory, is the room where patients receive their dental treatment, as provided by the dentist or the dental hygienist. The key purpose of the treatment room is to provide treatment to the patient comfortably and efficiently. And one of...

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The Service Is In The Follow Up.



The Service Is In The Follow Up.



“With Customer Service, there is no FINISH Line…”  – David Moffet. Providing World Class Customer Service becomes an obsession. You become engrossed and absorbed in trying to do things better for your customers. So you never are “done” with Customer Service. You want...

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Are You Sure Of Your Obligations As An Employer?

Are You Sure Of Your Obligations As An Employer?

A couple of weeks ago the Federal Court of Australia passed a judgement that a claim lodged by dentist for unpaid superannuation payments be paid to him by the organisation that engaged him. The dentist had been engaged by the organisation as a “contractor” and the...

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