Have Your Front Office People Been Prepared For These Situations?

Have Your Front Office People Been Prepared For These Situations?

We listen to a lot of dental practice phone call recordings.

Often the caller will ask the receptionist a question that the receptionist does not know the answer to.

Here’s what we hear when that happens:

1- Default to “You need to come in for a consultation”

This response often is a safety net used by the receptionist who has no idea of the correct answer they need to provide to the question being asked.

Sometimes, the answer needed is really a clarification for the caller rather than a detailed description.

If the practice defaults to a consultation in this situation it can frustrate the caller because it can appear to be wasting the caller’s time [having to come to an appointment] when the answer is actually available… its just that the receptionist needs to be able to access the required solution quickly and not default to the “consultation”.

2- The answer to the question is actually on the dental practice website….

Sometimes the question being asked of the receptionist is a clarification about something that the caller has read on the dental practice website, and they are looking for clarification or confirmation of this fact.

What is often disappointing is that treatment options and modalities that the practice offers [that are mentioned on the practice website] are not known by the person answering the phone, so the caller feels that they [the caller] are actually more knowledgeable than the person taking their call.

This should never happen.

Everybody empowered to answer the dental practice phone should know exactly what is listed on the practice website and be able to help every caller who asks about those treatments.

Ignorance is not an excuse for poor product knowledge and for this form of customer service fail being delivered.

Every business need to make sure that all staff dealing with customers needs to know their product knowledge.

3- Verbal diarrhea, vomiting information, and lecturing

Often the caller only wants to know that they have called the right place, and that your dental practice is kind, and can definitely help them….

The caller doesn’t need a ten minute lecture on the detailed procedural steps of drilling a tooth for a crown, along with gingival retraction and with the chemical composition of composite resin…

Yet sometimes that’s what we hear… an OVERSHARING of technical jargon that only puts the caller to sleep, or scares the caller.… and is rarely asked for, if ever.

The caller doesn’t care how much you know.

The caller needs to know how much you care.

4- Refer to a higher authority

Sometimes all that needs to be said to the caller is this:

“Mrs Smith, the best person here that can help you is Jodie. She’s just with another patient at the moment, is it OK if I have her call you back in 15 minutes when she’s finished, and she’ll be able to answer all your questions? Is that OK?”

If it’s just a short answer that you need to find out, and the person who has that answer is sitting right beside the team member answering the call, then it’s OK to ask the caller to hold for a moment, get the answer from the person nearby, and then go straight back to the caller.

Our role is to help. And to problem solve.

Interestingly….

Interestingly, these areas of difficulty rarely arise on a dental office phone if the dental receptionist follows the Checklist of steps in order as outlined in Jayne Bandy’s Eight Steps Of The New Patient Phone Call…. You can download your free copy of the Checklist here.

This is because the process of taking a phone enquiry in your dental practice needs to be like a recipe, with the correct steps being followed in a specific order that achieves the desired outcome.

Every phone call coming in to a dental practice needs to be considered as an opportunity to solve the caller’s problem, and to give the caller the hope and surety that they have called the right place, and that we are here to help them.

When dental receptionists are trained well, and have clarity and confidence in their processes, they will be able to schedule nearly all callers into a confirmed appointment that is anticipated, and is kept.

Our goal with every phone call is that we need to be a friend, and we are here to help.

*****

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

 

Where Should We Really Begin From? What’s Our True North?

Where Should We Really Begin From? What’s Our True North?

Years ago when my mother was alive I noticed that she had an interesting characteristic trait… on the very day when the cleaners were coming over to clean her home, she would always want to tidy the house herself before they arrived.

I found this odd… my mother would literally be cleaning up the rooms of the house, when that’s what she was paying the cleaners to turn up and come and do for her.

To me this made no sense.

But to my mum it was logical.

She said that it was easier for the cleaners to know where things belonged in the house if she [my mum] put those things into their place before the cleaners arrived.

Interestingly, I may have a similar quirk.

For the past three years while Jayne and I have been renovating our home, our cars have not been garaged as they once used to be. We have had to leave our cars out in the sun and the rain each day, and the cars have gotten considerably dirtier as the result of not being kept undercover.

And because of this new arrangement, when it’s time for the cars to go in for their service [they are serviced up in Sydney] or if Jayne and I are having a weekend stay up in Sydney, I will always wash the car before we go for that trip…

And that’s really crazy, because when our cars are finished being serviced, they are always returned to us washed and cleaned up, inside and out.

I just feel guilty that someone parking or servicing the car will feel that because the car arrives to them in a dirty state, that I/we don’t care or look after our cars.

Similarly…

Similarly, or in a similar [type of] vein, as dental practice coaches, when we find a dentist who is in need of, and wants to have us coaching at their dental practice, what we sometimes see is a dentist trying to quickly improve or declutter their dental practice prior to the coaching beginning, in an effort to make it look as though things in their practice are better than we had originally been led to believe.

Which is the wrong thing for these dentists to do.

In reality, it’s easier for us as coaches to help improve practices that we get to see warts and all in the first instance, because we get a better idea about the starting point in relation to where the practice is actually beginning this coaching journey from…. rather than us starting from a point that has been “created” or manufactured to give a better illusion than what the absolute reality truly is…

And truth be told, often the attempts of those dentists to create a false illusion that things are better than they actually are, are actually misdirected, and those efforts being done can sometimes take the dental practice into a position of greater financial vulnerability… that it often does not need to be visiting…

Because in reality, if the practice was actually in a better position than the owners make it appear to be needing to begin from, then it would already be better.

But in true reality, the practice never really is better off with that quick fix being done….

The quick fix is often an unnecessary stall… and distraction.

Its kind of a crazy thought… it’s like trying to lose weight before you go to join a gym… when the reason you are wanting to be joining the gym is to lose weight and to get into shape.

And that’s because the gym specialises in helping people get fit and lose weight… the gym will get the member results immediately from the get-go because the gym knows what to do, and they know best how to get the immediate wins faster, and more quickly for their new member, than the member will ever work out and achieve for themselves on their own….

It’s often sad… some people who need to lose weight never do so because they fail to seek expert advice in the beginning, and getting “ready” on their own to join a gym proves to be too difficult for them.

Learning golf is much the same…

Holding and swinging a golf club is a learned skill best taught by a professional from the beginning, rather than learned by trial and error on your own….

It can be tough learning to hold the golf club correctly, and taking the clubhead back on plane… but doing it correctly gets the best results for consistent ball striking and shot making…

In your business…

Are you telling people that you’re doing OK, when you have no real idea whether what you’re doing is anything better than average?

If at all?

Or what you’re doing in your business is actually choking the results that your business could easily be achieving, if only you had received better advice?

Everybody knows this story…

In 1996, after my practice had flatlined for the fifth year in a row at $400K per annum, my dentist neighbours two doors down the road decided to retire from dentistry and sell their two dentist, four chair practice.

This practice of theirs had the reputation of being the best practice in the city, and after all, they were always busy and had been around a very long time.

It was a four chair practice, each partner operating out of two rooms.

When I asked them what sort of numbers they were doing, one of them proudly told me:

“I’m doing $200K per year, and Bob’s doing $100K…”

Well, I nearly fell over….

Here was me internally admitting that at $400K per year that I was underperforming and could do better, and these two dentists were chuffed that between the two of them they were producing 75% of what I was underproducing.

You don’t know what you don’t know….

If you think you’re doing well, but you don’t have anything tangible as a reference, you might be in for a big shock some time…

Everybody has the same twenty-four hours…

We all have the same 24 hours each day to utilise, and once the day is over, that time is gone, never to be recouped…

So the results we achieve in that day, in that 24 hours is really reflective of the way we spend our time, the way we value our time, and how smart we are with our time.

And how smart we are with our knowledge…

*****

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

 

“It’s 2024. Time to Get Physical and Personal”

“It’s 2024. Time to Get Physical and Personal”

The title of this article is borrowed with acknowledgement from an email I received this week from Mary Portas and The Portas Agency.

I have copied the email message in its entirety here, because the message is SO, SO IMPORTANT!!!

‘I’ve just spent a month down under, living and rooting myself into the rhythms of different sunny Oz neighbourhoods.

As well as the joy of discovery that new places bring, what meant most to me was the fact that I did absolutely no shopping or perusing online, and that every part of my day was alive. IRL.

From debating whether burrata or mozzarella is a more superior cheese with the red-faced cheese specialist at the food market, to the 23 year old shop assistant telling me, “Wow, you look amazing in that” – when I quite blatantly didn’t – to the hotel manager who greeted me each day with “Hello my lovely” as I cringed and smiled back, or popped into the brilliant beauty store Mecca where I spent a playful half hour testing lipsticks.

It was the friction and interaction that framed my days and memories.

And yet so many businesses have lost the focus and importance of this, they have prioritised the digital world, free from friction and human interaction. They’ve chosen immediacy and availability. And convenient “customer journeys”.

So we move through the shopping experience on autopilot, finding the fastest way from entrance, to checkout, to the exit. Our obsession for operational and technological efficiencies has meant we’ve stripped anything that gets in the way of completing the task.

In short, operating systems are dominating brands.

What all these frictionless brands have forgotten is this. It’s the memorable, physical interactions that stay with us, long after our purchase.

Who remembers and talks about that ecomm experience where you bought a new dress in under five minutes? Not me.

And that’s why, post-Covid, we’re witnessing the biggest investment back into physical retail. Lush publicly committed £10.6 million to its retail network last month, and YSL’s broke a UK record with their £13m per year rent for a six-storey property on Bond Street.

The brands that get it right know how important physical retail is for creating brand recognition and fostering deep emotional connection.

Yes I could buy my next iPhone online, but when people talk about Apple, it’s often about the incredible service at the instore Genius Bar, of having a friendly expert on hand to walk me through my tech queries.

It would be easy for me to buy all my beauty products online, but people continue to flock to the Oz brand, Mecca, for its unbeatable service, music, environment, vibe. Everything about their stores I love.

It would be simpler for me to buy wine with my online grocery order, but I love nothing more than popping down to my local wine shop and being recommended a new favourite by the passionate owner.

Yes, we know that delivery and speed are also important, but the two need to balance.

At Portas, we often talk about the physics and the chemistry of a brand.

The physics is the seamless production and delivery. The chemistry is the subtle magic that elevates a business into something greater. An over-emphasis on the physics means you lose sight of what’s truly at the core of your brand, you lose sight of its heart and soul.

So let’s remember the joy and magic of these human interactions. And in 2024 that’s what’s coming back – thank God.

I leave you with this powerful quote from author Alexander Fury:

“Smelling the air, sensing the fabric, feeling everything. The clothes are the tangible take-home from the experience – like an aide-memoire, or maybe a postcard. Less ‘Wish You Were Here’, more ‘Wish We Were Still Here’. The audience roared their approval, stamped their feet, begged for more.”

Here are the important bits:

‘It was the friction and interaction that framed my days and memories.’

And

‘What all these frictionless brands have forgotten is this. It’s the memorable, physical interactions that stay with us, long after our purchase.

Who remembers and talks about that ecomm experience where you bought a new dress in under five minutes? Not me.’

And

The brands that get it right know how important physical retail is for creating brand recognition and fostering deep emotional connection.’

This message is so important for dental practices.

Sometimes dental practices get so caught up in the bells and whistles of computerisation that they forget that dentistry is the delivery of CUSTOMER SERVICE between a business [dental practice] and a human being [patient/customer].

It’s not about microns and crown margins.
It’s not about online appointments and pop-up messages.

It’s like Mary said:

The dental practices that get it right know how important physical retail is for creating brand recognition and fostering deep emotional connection.’

It’s the face to face human interactions that happen each and every minute in your dental practice that create those eternal bonds that have your patients and customers raving about how wonderful and important that your dental team made them feel, and that there’s no way on earth they would ever consider going to any other dental practice for their dentistry.

As Mary said:

‘Who remembers and talks about that the online appointment booking ecomm experience where they scheduled their next dental appointment?’

I’m guessing nobody is.

Online dental appointment scheduling is not listed as a Top Five Conversation Starter or Ice Breaker…

And if it’s not important to the population of the world, why is online scheduling tech being pushed as having to be so important to the medical and dental professions?

When I want to make an appointment, all I ever want is to have a real live person do it for me.

And I certainly don’t want to open an account with the software provider when I haven’t even decided whether this dental practice will be the right practice for me, especially if I’m yet to meet or attend their practice firstly.

And sure, the use of dental software by some receptionists who manually answer phones and manually schedule appointments also leaves a lot to be desired when we look at and apply the principles of world-class customer service.

It absolutely horrifies me when I hear recordings of phone calls from practices where dental receptionists switch from being friends and problem solvers to becoming data collectors and slot-fillers.

They say to the caller:

“Surname!?”

“First name!?”

“Date of birth!?”

That’s not how you would speak to someone who you just met at a barbeque or a cocktail party?

So why would that line of questioning be even thought of as being acceptable or appropriate on a dental office phone?

As Mary concluded:

‘An over-emphasis on the physics means you lose sight of what’s truly at the core of your brand, you lose sight of its heart and soul.’

I’ve spoken before about the dental assistant [not at my practice] who was watching the appointment book on the computer instead of being in the moment with the patient being treated, and then commented to the dentist, in the most monotone voice you could imagine:

“Your next one’s here”.

So W. R. O. N. G. Wrong.

On so many levels.

Don’t lose sight of the heart and soul of your practice.

Building long term relationships of respect and great service really is the heart and soul of every successful business.

It fosters repeat business and unbridled loyalty.

And respect.

And that’s worth a whole lot more to your business than [supposedly] quicker online booking services….

*****

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

 

“Pass Me My Shovel. While I Continue Digging Myself A Hole…”

“Pass Me My Shovel. While I Continue Digging Myself A Hole…”

Have you ever come across a situation where someone you know, or meet, is so single-minded about doing something their way, that they won’t listen to advice that might give them a better result, or get them to the result they are seeking in a shorter amount of time?

And no matter how much logic and reasoning and even emotion that you use to try and persuade them that there is a better way, they keep going on belligerently in the direction they have chosen?

Because that’s the decision that they have made…

And whether they are sticking to this choice of decision they have made because of pride, or because of blind arrogance, or because of stupidity, you soon realise that there’s nothing in the world that’s going to change their mind.

No matter how simple or how logical that change or need to change may be?

About twelve months ago….

About twelve months ago, Jayne and I were engaged to coach a dental practice in suburban Sydney.

At this practice, one of the issues they were having was that they were experiencing a high number of patients [both new and existing] who were cancelling appointments or failing to attend [FTA] their scheduled appointments.

And here’s what the owners of this practice had decided to do…

At this practice they started asking all patients for a $100.00 deposit for their next appointment at the time of scheduling.

An interesting decision?

We asked the owner how this new “policy” was working in the practice…

I listened to a [recorded] phone call where the receptionist helped a new patient to make an appointment, and triaged them beautifully into that the appointment, only for this to happen at the end of the call, when the receptionist asked:

“Now I just need to take a $100.00 deposit to secure this appointment.”

And the caller said:

“Oh get stuffed!”

[or something stronger]

And hung up the phone then and there.

[for millennials, that means the caller ended the call].

How’s this working for you?

We asked the owners how this was working for them.

The owners said that it was working well, but I know that this so called “solution” was probably driving away a lot of patients who now were being made to feel that they weren’t being trusted.

Can you imagine how many people that this new patient in the call just mentioned went off and told, about the dental practice she called that had a problem with cancellations that was so bad, that the practice needed to charge every patient a deposit?

Because that’s what they just did…

This dental practice may as well have run a billboard advert saying:

“We have a problem with patients cancelling and not showing up for their appointments”.

You see, the problem isn’t the patients….

The problem is THE WAY the appointments are being made in the first place.

The problem is what’s being said on the phone, or at the front office, at the time of scheduling.

Or it’s what’s not being said…

Or it’s how it’s being said…

When a dental team member is unskilled, or untrained, or not motivated to do their BEST POSSIBLE job in scheduling appointments, then the patients and callers making those appointments will feel undervalued and taken for granted….

And when that happens, these patients will simply just go elsewhere for their dentistry, to another practice where the staff take the time, and make those patients feel welcome.

Every caller and every patient making an appointment at a dental practice should feel so excited about that upcoming appointment that they actually want to come in sooner if possible for that treatment.

And that’s the feeling that patients need to be feeling.

The thing is…

The thing was, that at this practice, these owners were so single-minded about the decision they had made that charging a deposit for appointments was THE BEST WAY of solving their high cancellation and no-show rates, that they wouldn’t listen to rhyme or reason that possibly the cause of their problem was a few steps back in their processes.

Have you ever seen or known someone who is travelling or driving, and is lost and in need of directions to find their way to their destination, but because of pride, or arrogance, or stupidity, this person chooses not to ask for directions, or look at a map [or at Google Maps], and continues on blindly, HOPING that they will magically end up where they are wanting to go?

The problem is….

The problem is, for this traveller, that one incorrect decision, or one uninformed choice, can result in that traveller becoming a few degrees of course at the time of making that decision, but as they continue on their journey, that small error ends up taking them further and further away from their intended destination?

When just a simple question early, or a simple piece of advice early, could have averted this disastrous result, of travelling blindly further and further down the wrong road.

Like I said, sometimes it’s just pride, or arrogance, or stupidity…

In business…

In business, collecting an extra $500 in takings per day, can make a significant difference to the results of a lifetime of work.

Because $500 per day is $3000 per week.

Which is an extra $150K of takings in one year.

Which is an extra $3M of takings collected over a twenty year period.

Who wouldn’t like that as a better result?

At the end of twenty years in business, who wouldn’t like an extra $3M in your bank account?

And all it takes is being one dollar per minute more productive….

Little hinges swing big doors

Small changes implemented now can have dramatic changes over time.

But sometimes the people who need the changes aren’t open to making changes.

They really need to stop and look at the hole they are digging for themselves and ask themselves:

“Is there a better way?”

And

“Should I be doing things better?”

And

“What will be the result for me when I make that change?”

Oh, by the way….

That client with the $100 deposit policy, decided not to engage us as his coach.

At the same time, another client that we started working with around that time added $500K to her annual collections in a twelve month period, simply by asking questions and acting on the advice suggested…

You do the math…

Who made the wiser decision?

*****

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

 

When One Word Makes All The Difference

When One Word Makes All The Difference

I phone dental practices on a very regular basis.

And one thing that is consistent about how the phones are answered at dental practices is that there is no consistency in how they are answered.

Remember, what gets said by the staff when answering the dental practice phone must be said with purpose and primarily what gets said needs to be said with one purpose only.

And that purpose is to achieve the BEST OUTCOME possible from that phone call.

From EACH AND EVERY incoming phone call.

Every new patient enquiry phone call has one thing in common, and that is that the caller has a dental problem, and they are looking for a solution to that problem.

When we analyse each and every new patient enquiry phone call to dental practices, is analysed, ninety-nine percent of the time the best solution for the caller is for them to schedule an appointment at the dental practice to see one of the dentists or hygienists.

Lately….

Lately I’ve been hearing a distinct change in what’s being said by dental team members when they answer the dental practice phone.

What I’m hearing more of these days is this:

“Thank you for calling ABC Dental. This is Jenny. How can I help?”

What we’ve always taught, which we always said and used at Active Dental, and has worked best at all our clients’ practices is this:

“Thank you for calling ABC Dental. This is Jenny. How may I help you?”

It’s really only a small difference… 

It’s really only a small difference, but sometimes the smallest change can have a diabolical effect, without anybody realising that it is, or did, or will.

Just ask Coca-Cola… the introduction of “New Coke” almost railroaded the company.

It’s really only a difference of one word… how bad can that be?

How much difference does one word make?

The original and best way involves asking the question:

“How may I help you?”

While the new version simply asks:

“How can I help?”

The difference in the answer given by the caller is dramatic…

The question:

“How may I help you?”

gets the caller telling the dental receptionist what they [the caller is needing, because the question is directly asking the caller about themselves, by using the word “you” to INCLUDE the expectations of the caller in the answer.

Whereas this question:

“How can I help?”

leans the caller into talking about the THING or the PROCESS they might possibly be thinking about, rather than the personal problem or the personal result the caller has phoned about.

And often the thing the caller thinks they might need, is not the solution to the problem they actually have… it’s just the caller’s perception of what they might need.

Do people make buying decisions based on emotion or logic?

Almost 100% of the time people buy based on emotion.

Later on, they attempt to use logic justify that purchase…

What happens to the conversation when we leave out the “you” ….

When we use the word “you”, we encourage the caller to talk about themselves, and as a result we are able to keep the conversation more in the EMOTIONAL space, and less in the LOGICAL space.

When we fail to use the word “you” in the question, then the caller will answer more in the LOGICAL space and less in the EMOTIONAL space.

It only takes an instant for a conversation to switch from emotional to logical, but it takes twenty-seven times longer to try and switch a logical conversation back to being emotional…

If your receptionist says this:

“How may I help you?”

The caller will answer them and begin talking about themselves [the caller], by saying something such as:

“I think I need a filling…”

Whereas if the caller is greeted with the question:

“How can I help?”

The caller is more likely to answer factually:

“I need to make an appointment to get an extraction.”

And immediately the conversation swings to being about a thing [the appointment] or about a process [the extraction].

If you try to keep your conversations in the personal and emotional space, you’ll find that your callers will make and schedule more appointments.

And the way to keep the call on the personal side is to always ask questions that has the caller answering about themselves.

When we think about keeping the conversation in the emotional space, by always asking the caller personal questions and avoiding letting our answers slip into the procedural space, we will definitely schedule more appointments.

And that’s an outcome that pleases both the caller, and the dental practice owner.

*****

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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