“I’d never expect a law firm to give me a ‘virtual hug’. I don’t think anyone would. Lawyers have a reputation they need to live down to.”

“You want to be known for being a person of your word. You want to be known for being reliable. You don’t want to be known for being unreliable, or for letting people down.”

“Putting your best foot forward at all times is the easiest way to build likeability and rapport with your customers.”

“In reality, they’ve become so focused in their own business that they’ve lost the relativity of how their business could be doing better….”

“Customer loyalty needs to be earned and not be expected.”

“A lot of dentists who don’t know their numbers are literally tippy-toeing along the cliff edge of financial disaster, purely because they think that they are going OK, when their definition of OK is a long way from being healthy and secure.”

“Confused patients are more likely to give up and take their business elsewhere.”

“Are you letting unskilled and untrained people into your dental practice to mess with the results that your valuable clients, customers and patients are receiving?”

“Are there any sentences or phrases or questions that you use that maybe should be replaced by something that says the same thing rather more gently?”

“All of a sudden I realised that I did not have all of the answers, and I needed to find out and learn more. I needed to know if better was possible. And it was.”

“What separates great businesses from their competition is their ability to do the little things way better….”

“What limiting belief is defying all logic and occupying valuable space in your mind when there really is no place for it there?”

“Something has occurred during the patient’s visit that was not up to the expectations that this patient was anticipating.”

“Great businesses have their fingers on the essential pulses and KPIs that indicate back to the owner when there are dangers and warnings that need to be acted upon.”

“There are so many possible moments during a patient’s journey through their dental visit that can either strengthen or diminish their relationship with your office.”