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...

I’m often asked: “Where should I focus my marketing?” And this is a great question. The trouble is, I’m often not asked this question. Often, I see dental practices spending a truckload of money on external marketing, in an effort to attract new patients to come to...

This quote came across my desk this morning. It’s from Brad Sugars: "You should think of yourself as a business owner first, your profession or trade second ... i.e. You are not a doctor, you are the owner of a medical business ..." These are very powerful words. I...

My wife purchased a lounge from a fairly upmarket furniture supplier. As would be the case, a deposit was paid and an ETA [estimated time of arrival] and delivery day was scheduled for when the lounge would be delivered. Hiccup Number 1. The date of arrival of the...

In business there are three ways of growing your business: 1. Acquire more customers 2. Have your customers visit more often 3. Have your customers spend more with you each visit. With points two and three we are working on the processes of “selling” to existing...

One of the things that I always encourage dental practice owners is to get the opinion of someone else, just for the sake of having a second opinion. It may seem arduous and it may sometimes seem unnecessary. But it is the advice of a sage that can be invaluable. So...

I’ve just now gotten off a plane flying to Queensland from Sydney. What was surprising about this trip was the excellent customer service my wife and I received from our Customer Service Officer Michael Gerber [no, not THAT Michael Gerber]. Michael was efficient and...

Last week we discussed how having a great mental attitude along with the importance of initiative for new employees beginning work at your World Class Customer Service Dental Office. Here are some more key factors you need to cover during the onboarding process. Code...

I was reminded recently by non-dental circumstances about the importance of keeping in touch with your clients. And in particular your best clients. Because clients can be very peculiar. Realistically, if clients are paying you money, and you wish for them to keep...

No business succeeds without customers. Every business must concentrate on serving the customer as much as, if not more than they focus on their procedures and protocols. You can be the best dentist in the world, but without happy customers, you will have no business....

You don’t need great customer service in your business. Customer Service is overrated. Patients won’t come to see you because your staff say “please” and “thank you”. They will come to see you because you are the best dentist in town. Here’s why they will come to see...

You always have to look at your business as a business. And all businesses need customers. You can grow your customer base by word of mouth, advertising, and location. However, for a business to grow by organically by word of mouth, you need to have something very...