“When your business’s monthly production levels off, three things happen.”

“Training our facial muscles to smile more often becomes an important factor in helping us to convey a more positive verbal image towards those people that we encounter each and every day.”

“Your staff can act very immaturely towards each other and they can also behave and talk inappropriately about the customers, clients and patients of your practice.”

“As health care professionals, we OWE IT TO OUR PATIENTS to ensure that they complete all the necessary treatment that our dentists diagnose for them.”

“I have seen instances where dental practice team members would rather see another team member fail than offer that team member assistance.”

“No clinician of any substance would be happy having four of every five fillings fail.”

“If you are truly focussed on creating a great dental practice and a great dental team, you cannot brush over these weaknesses.”

“If we don’t have the What and the How to apply to the individual steps of our Customer Experience Cycles, then it will be a much more difficult task for us to be creating our very own Ultimate Patient Experience”

“I don’t want to hear stories. I want to see the numbers. I want the data. Because the data will give me the REAL STORY.”

“The Vision Statement is the ‘WHAT’ that we create in defining our business.”

“How many years does a new patient keep on returning to your dental practice to see you?”

“This article should be a wakeup call to those organisations that behave in this manner of making life a little bit more difficult than it needs to be.”

“So many dental practices do not train their front office staff with any phone skills or communication skills.”

“A lot of dental offices wouldn’t bother to offer this level of service or favour to a caller in distress.”

“You can’t run a business, a family, a lifestyle based on hoping and wishing.”