A week last Monday I visited the beautiful North Sydney Dental Practice to say hello to the team and re-acquaint myself with Cigdem, Ben and Jess, who had attended by workshop a few days before. As I entered, I noticed a large box in the patient lounge with a Facebook logo and a counter. Intrigued
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I’ve been fortunate enough to fly Business Class with Emirates on more than one occasion this year – and yet noticed a small but interesting change in their customer journey during my flights to and from Australia. On boarding the aircraft, before the offer of a complimentary drink and hot towel, the presiding steward or
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My recent newsletter article on why you might NOT want to sell your practice to a corporate (preferring to extract profits over a longer period from a manager-managed business) was one of those that touches a nerve and generates and above-average response. You can read that article HERE. We published the day I left for
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I’m frequently contacted by people who have products and services of relevance to my clients. For over 20+ years I have maintained a policy that I do not accept introducers fees or commissions – I simply broadcast and comment on good ideas. Every business dreads a bad online review – the disgruntled patient, the unhappy
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Good morning from Melbourne. You’ve tolerated two long blog posts from me so far this week – so here’s a short one. The best patients take the least amount of money to find
So we left the Shangri-La hotel in Sydney, Australia on Friday evening, having recovered Lawrence Neville’s car from valet parking despite the best efforts of the concierge to make our customer service experience as indifferent as possible. We weren’t on his list. The following morning I found myself joyfully walking at a brisk pace back
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Life continues to provide endless metaphors for this blog and just when I was wondering what I could share with you from Down Under, the Shangri-La Hotel provided. That was the location for our 2-day workshop presented in collaboration with Dental Events Australia – and before I start I am going to confirm that our
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Our August newsletter – published this morning – features a long-form article on the changing landscape of the practice exit strategy. I’m wondering whether corporate acquisition may be reaching its zenith and that the dawn breaking on a new age isn’t BoJo saving us all but dental practices returning to the provision of long term
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The treatment planning experience for the patient nowadays has to be visual if you want to maintain a consistently good conversion rate and encourage word of mouth recommendations. The days of audio – lengthy explanations by the clinician – and print media – letters and unintelligible print outs from practice management software – are fading
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There can’t be many of you who haven’t succumbed in recent days to the opportunity of a sneaky peek at what you might look like when you are older. I suspect that, like me, you are less than enamoured with the results but the developers have a viral success on their hands. This may be
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