In every business, no matter how good, no matter how top end, there will always be days when things will go wrong. There will always be days when things do not go as they are meant to. And when those days, or moments arise, the things that really make your business...

“There is no point in having overqualified people in your business doing simple routine tasks that can be performed by others, while those others are doing nothing.”

Last Saturday night at the farm we finally got around to igniting a huge burn pile in our top paddock that had been there, and been growing, for the past seven years. We decided to create this bonfire last Saturday as celebration of my upcoming birthday, and we...

There are always those days in your life that you remember forever. Or should I say, those days in your life that you never forget. Days that stamp themselves indelibly in your psyche. You know them. We all have them. For me, one such day was a day some twenty-five...

Last weekend Jayne and I stayed in a city hotel, while we were presenting our one day Practice Management Event at Darling Harbour. We stayed in one of the newer city hotels. Meet Sam. After our event had finished, Jayne and I met up with some of the event sponsors...

Last Monday I was driving out of Sydney headed to my home in the rural NSW countryside. The drive is interesting, in that it is 130 kilometres of travel, with only five or six kilometres of  traffic lights at the very beginning. After that it is all motorway and...

Last weekend Jayne and I presented a seminar with a guest speaker in Melbourne for over two hundred and forty attendees. We decided to use the Melbourne Exhibition and Convention Centre where we were professionally looked after from start to finish by an experienced...

My good friend Jack Daly was down under last week presenting his material to sold out audiences. One of the big take-aways for me was his fact that sports teams are better organised than most businesses. And I’m not talking professional sports teams here. I’m thinking...

Selling is the transfer of trust. When we are serving our customers, our aim needs to be to help them the best way that we can, even if that way is not us. Often I hear people say to me about their dentist [in a disparaging manner]: “I need to have a root canal and a...

The George Calombaris story is all over the news this week. [For those who do not know, George Calombaris is a TV celebrity chef.] The story, in a nutshell, is that George’s company has been fined $200,000.00 for underpaying staff working at his restaurants. Following...

Take a look at your dental practice. Are you selling a commodity or product? Such as dentistry? Or are you selling your customers an EXPERIENCE? An Ultimate Patient Experience? Some dental practices are always concerned that the prices that they charge need to be...

Here are some interesting ideas and thoughts to consider when setting up a sales offer. Firstly, you need to make your offer compelling enough that potential customers are going to want to purchase your initial offer purely because it represents a solution to their...

“The Customer Is Always Right” Are they? This statement is often offered up in customer service lessons: “The Customer Is Always Right Even If They’re Wrong” Have you ever heard that one? Here are three reasons why I don’t believe that “The Customer Is Always Right” ...

Why do dentists start their own businesses? Why do they become owners of a dental practice? What’s the reason? One of the big reasons that dentists want to own their own business is because they want more control of their lives. But what they often find is that their...

It’s hilarious when people copy my stuff and try to pass it off as their own. Recently one of my competitors has launched a one-day course in teaching how to create an exceptional experience in your dental practice. Laughably, the marketing for this one-day course...