In any conversation with a patient there are two issues that must be covered: acknowledging what the patient wants; identifying what the patient needs. There are two challenges in this conversation process that arise every day (and which lead to poor conversion rates and low productivity): Telling the patient what they need before you establish
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After starting his working life as a teacher and a tour manager in the music business, Mark accidentally entered the charity sector as a short-term hire for a friend and has stayed there ever since. He and his wife Jo lived in Tanzania for 10 years, began raising a family and both served for the
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PRICE One of those random coincidences that occur in life (and have us wondering whether we are watched over) has been three clients, far apart, who have commissioned a price analysis. In each case, a member of the team has been tasked with calling around other practices within a reasonable travel time (and who offer
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I have a tendency to “faff about” before starting really big project work. I can find so many excuses and distractions before I finally sit down and concentrate. Put the kettle on, empty the tumble-dryer, put the bins out, quickly check my social media to see if anybody said or did anything, scan my emails,
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A simple enough question this morning: “Have you added a Facebook Messenger facility to the home page of your web site?” The technology has been around for about a year, with stalwarts providing Facebook with the beta testing experience that software developers require. There is enough evidence out there in the market to suggest that
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I’ve noticed a surprising and fascinating trend in recent years. Dentists telling me that they have a cash flow problem because they have to deliver dentistry for which they have been paid up-front. The payments can either be made in cash by the patient at the point of sale (“we offer an early-bird price that
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Let’s go back 20 years – the millennium is approaching and imagine I’m predicting at a conference that, by 2019, there would be a new breed of Principals and Managers – multi-site owners, growing from their original location to create micro-corporates across 2-10 locations, doing so by buying satellite practices from retiring dentists who are
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Does your business vision extend to training your team to do their jobs properly? I recently ran a workshop during which over 20 practices were asked how often they trained and/or refreshed the training for their front desk team – rehearsing answers to FAQs and their onboarding protocol for visitors. On average, the answer indicated
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I’ve observed that, in a coaching meeting, there is very often a moment when a light bulb flashes in the client’s head and they suddenly get clarity on an issue that they’ve been struggling with for some time. Recent examples have been clients realising: what to do in order to hit a seemingly impossible sales
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It took a significant accumulation of social drinking in the months (yes, months) up to Christmas and New Year to convince me that Dry January was a good idea. It took a health-conscious wife to persuade me to recommence Paleo nutrition on 14th January, after over a year of lapsing back into far too much
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