There are two crucial principles that separate a world-class business from a business.
They are…….
Attention to people
Attention to people is about making all of the right people (suppliers, clients, patients, team members, strategic alliance partners, competitors) feel that they can trust, respect and like you.
It’s about appreciation, compassion, empathetic listening and, mainly, about ethics.
Equally, it’s about refusing to compromise for the wrong people – the people who don’t care whether they trust, respect or like you – those for whom it’s just about the money.
There are no exceptions to either of these rules – attention to people leads to lifetime friendship and recommendation. Compromise leads to unhappiness and, sometimes, hostility.
Attention to detail
Attention to detail is about doing your best work every time, because for you that’s normal.
It’s about operating standards that are better than compliant.
It’s also about not accepting typos (and, when there are typos, about accepting responsibility, apologising, blaming the system not the person and making positive restitution).
About showing up on time, about saying “please” and “thank you” and about finishing what you start (attribution for that to The Strategic Coach).
Quiz Question #1
Can you think of a business that demonstrates attention to people and attention to detail?
Quiz Question #2
Was the answer “my business”?


Published by

Chris Barrow

Chris Barrow has been active as a consultant, trainer and coach to the UK dental profession for over 20 years. As a writer, his blog enjoys a strong following and he is a regular contributor to the dental press. Naturally direct, assertive and determined, he has the ability to reach conclusions quickly, as well as the sharp reflexes and lightness of touch to innovate, change tack and push boundaries. In 2014 he appeared as a “castaway” in the first season of the popular reality TV show “The Island with Bear Grylls”. His main professional focus is as Coach Barrow, providing coaching and mentorship to independent dentistry.