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...

“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...

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...

Last weekend Jayne and I ventured across regional New South Wales to Bathurst, a town where Jayne was going to present her Master Class to a group of switched on dental front office staff. We pre-booked and paid for our accommodation well in advance, at a small...

There are a number of things that you need to ensure upon when hiring new team members to work at your Dental Practice as part of your back-office team. Some people consider the role of the dental assistant to be one of the “lesser” roles in the dental office....

The quote we all know is this: "Lies, damned lies, and statistics"  The phrase was popularised by author Mark Twain, who attributed it to the British prime minister Benjamin Disraeli: "There are three kinds of lies: lies, damned lies, and statistics." Interestingly,...

Last week I told you about our garden clearing and fence work that we were undertaking at our farm. We’ve owned the farm as a second residence for six years, but after selling our big Sydney home late last year we recently moved there to live there full time [which...

This week we’ve had some work done on our property. Or better still, we’ve had some work STARTED on our property. As you know, last December Jayne and I sold our Sydney home and relocated ourselves permanently to our rural property. For the last six years it has been...

I often have dentists tell me they do not want to be selling to their patients. They think it is unethical to sell. But I say they are already selling. All they are not doing is selling well. Barbara Corcoran summed it up beautifully: “Good salesmanship is nothing...

How do you run your business? Are you worried about what other people say and think? Do you worry that your customers talk about you [behind your back]? Or that your competitors have “labelled” you? Maybe your community has an opinion about you and your business, and...