Business Lessons From Harry and Meghan

Business Lessons From Harry and Meghan

The recent announcement from The Duke and Duchess of Sussex that they will be retiring from the British Royal Family has highlighted a few things that can happen in every business and need to be kept front of mind

And yes, the British Royal Family is first and foremost a business.

The British Monarchy, as a business, has the role of inspiring and leading the subjects over whom they reign.

And that’s their business.

And their business revolves around stability and solidarity.

Lesson #1.

If there is turmoil on the inside, try to keep it on the inside.

Your business customers don’t need to know about your troubles.

They just want to know that things are “BUSINESS AS USUAL”

Your customers just want their regular product.

Without the drama.

There’s no need to overshare behind the scenes dramas in your business with your customers.

Usually, those in business who do overshare are either the inexperienced, the weak, and the immature.

The strong and the sensible do not overshare.

The strong and the sensible keep their cards close to their chests.

Lesson #2.

The pedigree of company directors needs to be well vetted.

In business, the addition of new partners or board members can be a “breath of fresh air” for a business.

But sometimes the “new blood” can also bring trouble.

With new blood comes new ideas.

New ideas may not always be good ideas.

New ideas may be just that: ideas.

They may only be thoughts without any substance or scientific foundation.

Lesson #3.

Changes from what has been “usual” may not be well accepted by senior management.

New company directors may try to implement changes, state their position, and stamp their authority in a manner that is not usual and customary to the way that the business has been run in the past.

Often the adage:

“Because that’s the way we’ve always done it around here”

needs to be adhered to and considered by new arrivals in the business.

New change may not always be seen as good change.

Lesson #4

If you’re going to make an announcement about your business plans that affects your whole business, probably best to not use Instagram as your first choice of medium.

And also might be wise to let your business colleagues have a “heads up” before you go telling it all to the world.

Nothing gets peoples goat up more than reading about things in the newspapers and the press that they should have been told first hand.

Again, using the media, or social media to spruik an announcement to the world before sharing the decision firstly with those that you should, shouts of hypocrisy, of immaturity and of downright vindictiveness.

It’s childish and nasty.

And highly unprofessional.

~

A lot of wisdom can be learned by studying the actions of the Queen.

She’s a seasoned professional.

If she’s made a mistake before, she’s learned from it.

In life, there are a lot of free lessons out there to be learned form observing others.

Many mistakes are made from failing to study history and events.

*****

Need your phones monitored?

Are you concerned about the number of calls that are not being answered as best they can be?

You need Call Tracking Excellence.

For the cost of a less than one cleaning per week, you could have your phones being answered much much better….

Convert more calls into appointments…Click the link: http://www.calltrackingexcellence.com

Call Jayne on 1300 378 044 or email Jayne@theDPE.com  for more details.

*****

Have you read my book , How To Build The Dental Practice of Your Dreams [Without Killing Yourself!] In Less Than Sixty Days.

You can order your copy here: Click Link To Order

*****

The Ultimate Patient Experience is a simple to build complete Customer Service system in itself that I developed that allowed me to create an extraordinary dental office in an ordinary Sydney suburb. If you’d like to know more, ask me about my free special report.

Email me at david@theupe.com

 

Yes This Really Just Happened To Me

Yes This Really Just Happened To Me

The story I’m about to share with you really just happened to me.

And I bet you’ve probably been guilty of doing this yourself… I know that I have.

Let me explain… here’s what happened:

I had an upcoming medical appointment that I needed to reschedule.

Please don’t judge me…let me explain.

My upcoming medical appointment was fast approaching…. In fact, it was only twelve days away.

And the reason I know this is because I had a handwritten appointment card in my wallet with the day, date, and time of my next appointment.

And as is the case with appointments like this made way way in advance, occasionally something else can come up for us to do that means we may need to reschedule that appointment.

As an aside, my hairdresser always makes me an appointment for my next haircut with him as I am leaving his salon. And I’m notorious [to myself] for not making a physical note of that next appointment date, but rather just relying on my memory and then waiting on the phone SMS confirmation to arrive.

Well actually, this year I’ve taken to making an entry about the haircut appointment on my phone calendar while I’m at the salon [and that’s working fine for me so far]

But there are at least three electronic calendars on my Mac.

You see, I still like the paper diary, with the pen or pencil entries. Call me old fashioned then, but there is something nice about paper.

Actually, I still like reading paper books, rather than electronic books, and audio books.

Anyway, I needed to change my medical appointment.

So I phoned the medical practice to do so.

Well, much to my surprise, when I called, I was told that my appointment was not in their schedule.

Now, the receptionist was very apologetic, and immediately was able to find me an appointment that did not clash with my schedule.

So no harm done at all. Of that I would like to be clear.

But what could have happened?

Well, what if I had turned up for my appointment on the day, with my handwritten appointment card in my wallet, only to find that someone else was in my time and I could not be seen?

Would I have been happy?

[Actually, I think all dental practices have done this once or twice. I know that this occasionally happened in my own dental practice, unfortunately.]

I know that I thought it was odd that I had not received a courtesy SMS or phone call about my upcoming appointment. As I have said, I kind of used to rely upon those SMS messages from my hairdresser.

I know these things can easily happen.

I get that.

An error like this could happen because the appointment scheduler, or receptionist, may have been distracted by a ringing phone, a front door arrival, or a question from a clinical team member.

After all, we all make mistakes now and then.

Well, anyway, in this case, because of my own schedule and availability, a disaster, or an incident, was averted.

Because when these mess ups do occur, there is always an embarrassment for one party.

We’ve all had dental patients turn up on the wrong day, either early, or late. I remember once phoning my hairdresser apologising that I was going to be late for my appointment that day with him due to a traffic incident, only for him to tell me that I was already a day late for my appointment!!

Here’s my take on all this

What if I’d turned up for my medical appointment at the time written on my card, and not have been able to be seen?

If I was a D-type highly stressed fully booked, not a spare minute type of company executive and had driven out of my way on an already very busy day just to see my doctor, then I might have been a tad upset.

What would have happened if I had driven a long distance just for this appointment. After all, some patients do travel a long way to their doctor, or dentist, or other medical professional.

Fortunately for this doctor, these days I’m able to accommodate an unexpected change like this in my schedule. Even if I had actually turned up at the practice, it really wouldn’t have been too much bother. After all, according to Siri, I only live twelve minutes from that doctor, and I probably work a similar distance away.

But here’s a tip

Because I phoned to change my appointment, I probably did not need to be told by the practice that my appointment [that I had written on a card] was actually not in their schedule.

They probably could have simply and easily just gone ahead and offered their next available appointment without alerting me to the fact that they had suffered a process or procedure failure.

After all, really, how was I to know?

And there are other things you don’t need to overshare with your patients….

While I’m on the topic of oversharing, here’s a few things in dentistry that you need to not tell your patients.

I’ve heard some dental practice staff tell patients that their dentist is always running late.

I’ve heard dental practice staff tell patients that their practice always gets cancellations.

Have you heard dental practice people put down their lab, their supplier, their hygienist, their cleaner?

Other staff tell patients about fixtures and equipment that is faulty, damaged or overdue for repair or replacement…

There are a whole long list of things that don’t need to be shared ever with patients.

You could probably add some doosies to this list…

*****

Need your phones monitored?

Are you concerned about the number of calls that are not being answered as best they can be?

You need Call Tracking Excellence.

For the cost of a less than one cleaning per week, you could have your phones being answered much much better….

Convert more calls into appointments…Click the link: http://www.calltrackingexcellence.com

Call Jayne on 1300 378 044 or email Jayne@theDPE.com  for more details.

*****

Have you read my book , How To Build The Dental Practice of Your Dreams [Without Killing Yourself!] In Less Than Sixty Days.

You can order your copy here: Click Link To Order

*****

The Ultimate Patient Experience is a simple to build complete Customer Service system in itself that I developed that allowed me to create an extraordinary dental office in an ordinary Sydney suburb. If you’d like to know more, ask me about my free special report.

Email me at david@theupe.com

 

Building Out Your Dream Dental Practice

Building Out Your Dream Dental Practice

Some dentists have a vision of what their “DREAM” dental practice is going to look like.

I mean, they know in their mind what their facility will be like from the front door and every pace and step to the back door.

“If you build it he will come.

Other dentists never have this sort of vision.

Other dentists purchase an existing practice, with an existing clientele, and they adapt their purchase over time.

[For some dentists in this situation, they want to make changes from day one. And other dentists “take their time”. More on that another day.]

During my twenty-eight years of owning and running my own practice, and during my thirty-five years of being a dentist, I never ever had the “dream” of doing a start-up.

Never.

Ever.

To me, buying a cashflow, buying an existing dental business, made a lot more sense than building something on hope.

And after all, if I ever grew that business, I could build out a new facility in a new location and bring my clientele across to that facility, couldn’t I?

After all, a lot of dental practices do this relocation very successfully, don’t they?

 

[Funnily, I had two dentist friends each working in Newcastle NSW at the time of the 1989 earthquake there.

Both of my friends believed that the earthquake, and the subsequent rebuilding that the town was going to need, would impact negatively on the town’s economy, and on dentistry.

What my friends reported was that in contrast to their predictions, both their dental practices became busier and increased business despite of the destruction in the town.

And that extra business they experienced came from new patients to their dental practices who had been patients of other dentists whose practices had to relocate.

When my friends explained to these new patients that their (affected) dentist had temporarily relocated and was still working, but in rooms nearby, the common answer from these patients was:

“Yes, I know. But we felt like changing. And this gave us the chance to.”

Interesting….]

I think, around that same time, or just after, I was looking to relocate my dental practice that I had purchased, into a newly constructed building across the other side of my town.

Ultimately, for one reason or another, I decided not to relocate, and in the end over the twenty-eight years that I owned and operated that practice, I was fortunate enough to be able to expand my facility into adjoining suites in the same location.

You see, what I learned from my friends in Newcastle was that people primarily are creatures of habit, and they often don’t like change.

Especially change applied to them without consultation on their behalf.

It can be disruptive and disorienting.

[In fact, recently I spoke with a dental practice owner who under the advice of an employee dentist who wanted to “buy in” to the practice, built a new facility and relocated.

As things were proceeding with the build, the employee dentist had a change of mind and decided to leave the practice and work elsewhere, leaving this dentist with the problem of finishing the build and relocating the practice on his own.

End result:

New facility.

More overhead and cost.

Less business.

Financial disaster]

In fact, one of the things that dissuaded me from relocating my dental practice back in 1990 was when my then landlord brought a neighbouring dentist around to look at renting the rooms I was about to leave.

This kind of got me thinking that maybe I needed to seriously rethink whether the reason for my intended relocation was actually logic based or whether it was simply an attack of the BIG SHINY OBJECT syndrome.

What I learned:

What I learned was that dental practices aren’t really about facility so much.

They are really about people.

Because without the people, without the patients of the practice, all you really have is the walls and the floor and the ceilings.

And your practice doesn’t have a heart.

It’s the people who you serve that make your dental practice what it is.

And so long as your practice is clean, and tidy and friendly, and you do good dentistry, you’ll always have patients beating a path to your door.

I couldn’t have imagined how tough I would have made my life by relocating my dental practice into that brand new building and giving myself a huge financial burden to administer?

As you know, what I ended up doing was to grow that original practice into a thriving practice in its original location and then sell it for several million dollars.

That counterintuitive decision to not relocate into a big grand brand new facility allowed me then to invest more wisely in myself as well as in other non-dental assets.

Don’t get me wrong:

There is a lot of opportunity in building out a brand new dental office.

But at a cost.

And not only the financial cost.

A friend of mine built a new dental practice in a new suburb in north western Sydney.

Which was fine.

Until the next year another dentist did the same.

And the following year another dentist came to town.

And all of a sudden his “so-called” market was being divided up by new competition coming to town.

A factor that my friend had not even considered.

Also, a few years ago the Australian Government gave grants to dentists to help them build start up practices in rural locations in Australia.

And some of these start up practices have been very successful.

Other dentists who participated in this programme were disappointed to find out [after they had committed] that some rural towns were getting multiple start up dental practices being approved [unbeknown to each other].

Just because others are doing it

You see, just because others are doing something, doesn’t mean it’s the way things should be done.

In 2009, Dr Omer Reed told me that in the USA, ninety-five percent of dentists reaching the age of sixty-five cannot afford to retire and still need to keep on working.

With the opportunity that a career in dentistry offers, that statistic is a tragedy.

What that statistic tells me is that ninety-five percent of dentists are doing it wrong.

They’re following the wrong plan.

And so I need to ask…

I need to pose the question.

Whose plan are you following?

*****

Need your phones monitored?

Are you concerned about the number of calls that are not being answered as best they can be?

You need Call Tracking Excellence.

For the cost of a less than one cleaning per week, you could have your phones being answered much much better….

Convert more calls into appointments…Click the link: http://www.calltrackingexcellence.com

Call Jayne on 1300 378 044 or email Jayne@theDPE.com  for more details.

*****

Have you read my book , How To Build The Dental Practice of Your Dreams [Without Killing Yourself!] In Less Than Sixty Days.

You can order your copy here: Click Link To Order

*****

The Ultimate Patient Experience is a simple to build complete Customer Service system in itself that I developed that allowed me to create an extraordinary dental office in an ordinary Sydney suburb. If you’d like to know more, ask me about my free special report.

Email me at david@theupe.com

 

Are Your Dental Office Staff Ripping Up Hundred Dollar Bills?

Are Your Dental Office Staff Ripping Up Hundred Dollar Bills?

Thirty-eight percent of phone calls coming in to dental practices never get answered.

Statistically, only sixty-two percent of calls to dental practices get picked up and answered by a real live human being.

Why is this so?

What actually happens?

Firstly let’s take a look at who is actually calling the dental practice and why the dental practice phone is ringing in the first place…

When you consider the fact that nobody calls dental practices just for the fun of it, then what we realise is this:

Every call to a dental practice is being made by someone with a dental problem.

And it’s a problem that needs to be solved.

Which means, that every time a dental team member answers the phone at work they have the open opportunity of being THE SOLUTION to the problem that that caller has.

They have the opportunity of being a problem solver.

They have the opportunity of helping someone in need.

Now, realistically, not every caller to the dental practice is thinking rationally when they phone.

Some just want immediate help, and believe that to be their God given right.

But not many do…. and with skill we can certainly filter out those less grateful callers and refer them on to another practice if necessary.

Now, when the phone rings, some dental practices rely on a message service for those calls that are inconvenient to answer.

But we all know that the only people calling dental practices who actually leave messages on the dental voice mails are patients looking to cancel their already made appointments.

New patients calling a dental practice for the first time and who get funneled off to a voice mail service are more than likely to simply hang up the call and dial another dentist.

And why wouldn’t they?

After all, they’re probably thinking that if this dentist can’t get his phone systems right, then there’s probably a whole list of other things in that practice that need improving…

What I’ve seen in practices I’ve visited is that the dental receptionist of today is quite poorly skilled when it comes to juggling multiple phone calls.

And I consider managing two calls concurrently to be too difficult in a lot of cases.

I also find that the average dental receptionist is also poorly skilled when it comes to receiving phone calls while trying to attend to live patients in front of their reception desk.

Things just aren’t like they used to be back in the good old days….

How do we improve this situation?

It is my belief that the modern day dental receptionist does not fully comprehend that the ringing phone represents income to the dental practice.

John DiJulius III said:

“The ringing phone is next week’s paycheck, treat it as such.”

The ringing phone is not an inconvenience, and is not to be treated as an inconvenience or an interruption.

All ringing phone calls need to be answered and dealt with appropriately and professionally.

Not answering the ringing phone at all is akin to ripping up hundred-dollar bills.

The phone is ringing because the caller has a problem that they need your dentist to solve.

When the ringing dental office phone is respected and treated as an opportunity to serve, that’s when the magic really starts to happen in your dental office.

*****

Need your phones monitored?

Are you concerned about the number of calls that are not being answered as best they can be?

You need Call Tracking Excellence.

For the cost of a less than one cleaning per week, you could have your phones being answered much much better….

Convert more calls into appointments…Click the link: http://www.calltrackingexcellence.com

Call Jayne on 1300 378 044 or email Jayne@theDPE.com  for more details.

*****

Have you read my book , How To Build The Dental Practice of Your Dreams [Without Killing Yourself!] In Less Than Sixty Days.

You can order your copy here: Click Link To Order

*****

The Ultimate Patient Experience is a simple to build complete Customer Service system in itself that I developed that allowed me to create an extraordinary dental office in an ordinary Sydney suburb. If you’d like to know more, ask me about my free special report.

Email me at david@theupe.com

 

How Your Negative Thinking Is Killing Your Business

How Your Negative Thinking Is Killing Your Business

 

Last week I wrote about goals and improvement.

This week I’d like to talk about mindset and how a negative mindset can be holding you back.

And holding your business back.

Have you ever met someone who always sees the small chance of failure in every opportunity?

Someone who hopes that it’s not going to rain, although rain is not in the forecast?

To be successful in business we really need to think like a racehorse thinks.

As Jerry Seinfeld said, the only thought in the mind of a racehorse is to get to the end of the race so that it can receive its oat bag.

Throughout that race, all that racehorse is thinking about is the oat bag.

As Seinfeld said, if racehorses even thought that they could trip and fall, and break a leg while racing, they would certainly tread more gingerly.

A fall, and a broken leg would result in the racehorse having its brains blown out.

But during the race the racehorse is focused completely on that oat bag.

Failure is not an option for the racehorse.

Apollo XIII

When things went south during the Apollo XIII mission to the moon, the key focus of Mission Control in Houston was to bring the spaceship and crew home.

“Failure is not an option.”

This edict was paramount in the Mission Control team effort that saw the lives of the astronauts saved.

Burn the Boats!

When Cortes and his fleet landed their eleven ships in Central America in 1519, Cortes’s first edict to his six hundred men in this newly discovered land was to

“Burn the boats!”

Once the boats were burned, there was no going back.

There was no path of retreat, no change of plans.

The aim of the mission was to succeed or perish.

Sure, they understood that their mission could fail.

But without their boats, the men were now more focused on succeeding than ever before.

How’s your thinking?

Are you an action taker?

Is your brain wired to always focus on the win, and not to focus on the possibilities of losing or failing?

It does make sense to be a realist, but not at the expense of limiting your own successes.

After all, the chances of being killed in an automobile accident are much higher than the chances of being killed in a plane crash.

Yet all of those who fear flying will happily jump into a car.

Where’s the logic in that?

Disruption or discomfort?

Sometimes the fear of change, and the potential disruption caused by change, prevent people from venturing outside of their comfort zone to achieve what can be achieved.

Sometimes the habit of mediocrity overrides the prospect of achievement.

This is true in weight loss and diet.

For some, the discomfort of exercise and the discipline of sensible eating seem too much compared to the “normality” of inactivity and grazing on comfort food.

Yet the long-term benefits to your body of a lower BMI and regular exercise gives you a healthier body and mind not needing so much medical attention and intervention into your older years.

It’s the same for business

Those targets and stretches that you set your team and your business maintain a focus that reflects in the results that your business achieves for you and for your customers.

And in business, if you’re not growing, you’re dying.

As the great man said:

“If you’re going to think, you might as well think big”

Which is logical.

How’s your thinking?

Is your negative thinking hampering and strangling your success?

*****

Need your phones monitored?

Are you concerned about the number of calls that are not being answered as best they can be?

You need Call Tracking Excellence.

For the cost of a less than one cleaning per week, you could have your phones being answered much much better….

Convert more calls into appointments…Click the link: http://www.calltrackingexcellence.com

Call Jayne on 1300 378 044 or email Jayne@theDPE.com  for more details.

*****

Have you read my book , How To Build The Dental Practice of Your Dreams [Without Killing Yourself!] In Less Than Sixty Days.

You can order your copy here: Click Link To Order

*****

The Ultimate Patient Experience is a simple to build complete Customer Service system in itself that I developed that allowed me to create an extraordinary dental office in an ordinary Sydney suburb. If you’d like to know more, ask me about my free special report.

Email me at david@theupe.com

 

How Good Is Your Peripheral Vision?

How Good Is Your Peripheral Vision?

We all know how difficult it is at a restaurant to find a waiter to bring over the check when you want it.

When the time comes that you and your party want to leave the restaurant it seems that nearly all wait staff have disappeared and those who are still on the floor are simply looking away from you frantically waiving your hand.

[Which is really amusing when you think about how wait staff in general are so keen to take your order from the moment that you arrive at the restaurant.]

And when you need some more sauce, or more salt, or just another beverage, attracting the attention of wait staff can really be quite difficult.

Just this morning I had to visit a local medical practice for a blood test that my doctor had ordered. When I entered the practice the one receptionist was on the phone talking to a patient [based on the conversation I heard].

All I needed from her during that two minute wait was a visual acknowledgement of my presence so that I could sign her, or show her my pathology referral so that she could wave me through to the pathology rooms at the back of the practice.

Sadly, there was no acknowledgement.

It was as though I was invisible.

Is it just me, or does it seem that in this day and age, service staff are unable to multi-task at all?

Is mono-tasking now the norm?

Years ago, I was consulting in a dental practice where I witnessed a new patient arrive at the front desk and be ignored for over three minutes while the dental receptionist mono-tasked with a patient on the phone.

There was no act of recognition, no act of motioning towards a comfortable seat, no act of smiling “hello”.

As a spectator sitting in the practice reception lounge this was very painful for me to witness.

And I wasn’t the only person present in that lounge…. Other patients witnessed this act of ignoring first hand.

Has this ever happened to you in a service situation?

More importantly, is this happening in your dental practice behind your own back?

In business today, more and more, as a business owner you need to have staff with exceptional peripheral vision, who are able to offer assistance, and offer attention, and solve issues and resolve issues without the need of being constantly asked to do so.

Proactivity is what is needed.

Sometimes I feel that I’m living in a world where service staff are wearing invisible dog cones that I cannot see.

And that they cannot see around out of.

They are permanently blinkered?

Is this your experience? 

As a customer?

As an employer?

If it is your experience, then it’s time  for things to stop.

Blinkered employees should no longer be accepted, and companies and businesses lacking in service because of poor peripheral vision do not deserve your patronage.

*****

Need your phones monitored?

Are you concerned about the number of calls that are not being answered as best they can be?

You need Call Tracking Excellence.

For the cost of a less than one cleaning per week, you could have your phones being answered much much better….

Convert more calls into appointments…Click the link: http://www.calltrackingexcellence.com

Call Jayne on 1300 378 044 or email Jayne@theDPE.com  for more details.

*****

Have you read my book , How To Build The Dental Practice of Your Dreams [Without Killing Yourself!] In Less Than Sixty Days.

You can order your copy here: Click Link To Order

*****

The Ultimate Patient Experience is a simple to build complete Customer Service system in itself that I developed that allowed me to create an extraordinary dental office in an ordinary Sydney suburb. If you’d like to know more, ask me about my free special report.

Email me at david@theupe.com

 

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