When are you going to understand?

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
Special offers Free consults Opening times
Treatment co-ordinator Dentist Practice manager
Business manager Practice manager Overwhelmed dentist
DCP Therapist Associate
Choice Cappuccino Coffee
Values-based selling Treatment planning Diagnosis
Team Staff Nuisance
“Good morning, Pure Dental, this is Mary, can I help you?” “Good morning, Pure Dental Practice” “Dental Practice”
Leadership Management Orders
Empathetic listening Listening Speaking
Business is booming There’s a recession We are doomed
Confidence Caution Conservatism

I had some fun this evening, waiting for my flight from Glasgow to Heathrow and playing with an old trick from Wired magazine.
When are you going to get it that you are no longer in Healthcare, you are on the High Street?
It’s all retail from this moment onwards.
Why don’t you sit down with your team, deconstruct your patient journey and decide what it is that you are doing thats


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.