The Golden Principle of Customer Service

The Golden Principle of Customer Service

The golden principle of customer service is to provide help or service to each and every customer UNCONDITIONALLY, without any feeling of expectation of reciprocation or inconvenience being created. Do something for your customers as if it is no bother at all to you....

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Leadership. Do You Have It?

Leadership. Do You Have It?

One of the problems with running an organisation, any organisation, is that for that organisation to be successful long term it needs to have an iconic form of leadership displayed by the person in charge. You cannot be a weak leader. And you cannot be seen to be...

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“They’re Not Calling For A Pizza”

“They’re Not Calling For A Pizza”

One of the best things about working in a dental practice is the fact that everybody who contacts your office with a treatment enquiry of any sort is contacting your office because they NEED that treatment. Or they THINK they need that treatment. They are in need of...

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Organising and Setting Up The Dental Treatment Room

Organising and Setting Up The Dental Treatment Room

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...

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The Service Is In The Follow Up.



The Service Is In The Follow Up.



“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...

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Are You Sure Of Your Obligations As An Employer?

Are You Sure Of Your Obligations As An Employer?

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...

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The Lost Art Of The Guided Tour

The Lost Art Of The Guided Tour

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...

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Service Is Our Business

Service Is Our Business

One of the most important things to remember in a service business is to follow up. And not to leave loose or open ends. Communication is the key. And it’s especially important when dealing with communications from customers who pay you significant amounts of money....

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Lies. White Lies. Damned Lies. And Bull Dust [Black Lies].

Lies. White Lies. Damned Lies. And Bull Dust [Black Lies].

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,...

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Who’s Your Next Patient?

Who’s Your Next Patient?

One of the things that really bugs me about most dental practices is their failure to recognise their next arriving patient by name when that patient walks through the front door. In fact, the aim of the practice staff should always be to greet the patient by their...

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Gaining Clarity

Gaining Clarity

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...

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How Bad Is Your Phone?

How Bad Is Your Phone?

How badly is your phone being answered? And why is your phone being answered in such a poor manner? Do you as the business owner know how badly your phones are being answered? Do you as the business owner have any idea at all about how difficult it is for your...

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