
Why You Don’t Need A Coach For Your Business
“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.”

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

Get Your Stuff Right Now, Not In Three Years’ 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.”

Getting Your Ducks In A Row
“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…”

Do You Have Your Priorities In The Right Order?
“Sometimes we just need to step back and take a good look at exactly what we are prioritising…”

The Customer Pays The Employees’ Wages
“In dentistry there’s a failure from the top to educate the team about who the employer is, and who is actually paying the team wages.”

A Wise Lesson At The Gin Distillery
“Blind ignorance on the side of business owners who fail to seek advice for their business when things are going well, as well as when things are going pear-shaped, really has a severe financial impact on the short term and the long term earnings and profits that their business SHOULD BE ENJOYING.”

Do You Answer Your Phones Poorly?
“Every caller to a dental practice needs to be led [gently] to a solution, which is often the scheduling of a necessary appointment for either treatment or for a consultation.”

Do You Pre-judge People?
“Had I not treated this person with independent respect, he may not have invested with me in improving his oral health.”

Are Your Employees Empowered To Be World Class?
“When a service defect occurred, they seamlessly swung into service recovery mode IMMEDIATELY to make things better, no matter what….”

Getting Your Business Priorities In The Right Order
“The first employee did make us feel that we were an ‘inconvenience’, and in the way, as she went about her end of day duties….”

One Of The Simplest And Easiest Ways To Make Someone’s Day
“In the dental practice, it’s very important when building rapport with clients and patients, to find out the name of the person with whom we are speaking”

The View Of Your Practice At Low Tide May Not Be So Attractive….
“Those practices that have allowed their valued patients to cancel and not reschedule their appointments for necessary treatment are now seeing their poor processes EXPOSED as the tide goes out…”

Are You An “Above and Beyond” Person?
“When an opportunity arises or presents itself to you, in life, and in business, are you the kind of person who identifies your chance to EXCEED EXPECTATIONS without having to be asked to?”

The Answer Is Usually In The Mirror…
“Tell yourself to get out of your patients’ wallets, and into their mouths, and fix what needs to be fixed in the best way possible.”