Where were you?

I was sitting in the living room of my grandparents terraced house in Gorton, Manchester (a Coronation Street look-a-like) and, at the age of 15 years, was temporarily living with them as my mother was in a psychiatric hospital and my father working. I remember staying up all night, falling asleep and waking to hear
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Chris Barrow’s week of Twitters

peace and solitude at my desk this morning, before a long drive to Leeds # you can never win a price war – so you must win the customer service challenge # 400 miles later I'm at Thorpe Park – very tired and about to enjoy a glass of Pinot and a Caesar salad before
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What people are really looking for on Google

Simon Alison at Coffee House Digital is the search engine optimiser and web consultant for one of my top clients, Elmsleigh House Dental Practice in Farnham, Surrey. We’ve been doing some research recently on just what people are looking for on Google in the Surrey area – and Simon writes to me as follows: “The
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You get what you pay for

My post yesterday about the rapping flight attendant brought a raft of responses – my favourite of which was a pointer at some the brilliant videos created by Air New Zealand. And here is my winner. The antidote to any patient or customer who tells you they want to shop around for cheaper dentistry.

Initiative

How I wish, wish, wish that Air South West, Flybe or BMI Baby would do this:

Zoom customer service

Here’s a question from a valued client: Hi I wonder whether you and your inner circle are aware of the built in obsolescence in the Zoom system I have found out after blowing my second light this year , that they are guaranteed for 1 year or 100 hours. I suggested they should consider replacing
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Signage

Its important to let people know what you do – they don’t know. At Ashby Dental in the Yorkshire market town of Wetherby, they have added some simple signage at the busy main road – and, guess what? It’s working.

Whinge

I’m getting a bit bored with consultants turning up in dentistry and announcing that they are going to save the profession in some way, because they have spent years consulting elsewhere, in an office, a factory or another sector of business. Don’t get me wrong – I have some core values: competition stimulates demand (I
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Reception FAQ’s

I’ve been doing some thinking with the receptionists in the Scottish region of IDH recently about “frequently asked questions” at reception. We are playing around with answers that would be “brand standard”. The starting point was to find out exactly what those questions were – and here is a first attempt: Are you taking on
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When are you going to understand?

Wired Tired Expired Concierge lounge Patient lounge Waiting room Picture frames Laminates Blu-tack White fillings Amalgam fillings Supervised neglect Telephony office Two receptionists Multi-tasking at the desk Branding Graphic design Business name Pure Dental The Gentle Dental Practice Dr J Smith Web attraction Web site Brochure Google Yell.com Yellow pages Instant messaging Email Contact us
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