BlogPosts

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Is Technology Working for or Against Your Office?
Years ago, when I got started in dentistry, we did not have the internet, smart phones, or the cloud. Now, we have services that even help us run our practices.  There are services to help us to reach patients, monitor our office statistics, make our offices paperless, record phone calls, and help...  Read More
Establishing and maintaining a Positive Patient Relationship
We welcome Dr. Jamel Odeh DDS to the Dental Up Podcast this week! We talked with Dr. Odeh about his time attending The University of North Carolina at Chapel Hill and later teaching at that same facility for 26 years in their Prosthodontics Department. What inspired him to get into this field of...  Read More
Dental Town and the Digital Revolution
This week’s featured guest, Howard M. Goldstein DMD is the Director of Continuing Education for Farran Media. He is also the Message Board Manager and maintains  a prime website for everyone in the Dental profession to discuss all aspects of dentistry openly. As Director of Continuing Education for...  Read More
Your Dental Prospects are Tracking Your Response Time
Published on Aug 22, 2016Response times influence new dental prospects’ decisions. Colin explains why dentists must track their response times in Patient Attraction Podcast 867.  Read More
041: Dr B Interviews Dr Tarun Agarwal – Respected Speaker, Author and Opinion Leader
041 Dr B Interviews Dr Tarun Agarwal – Respected Speaker, Author, and Opinion Leader Tune in every week for more episodes. VisitDr. Tarun Agarwal represents the next generation of leadership for the dental profession. As a respected...  Read More
Become a People Person, Not JUST Their Dentist
Published on Jan 18, 2016A little customer service goes a long way. Join Colin in Patient Attraction Podcast 672 as he tells dentists secrets to closing new patients over the phone.  Read More
Five Common Responses Dental Staff Members Typically Use On The Phones That Actually Drive New Patients Away!
Every day in every Dental Office the phone rings with a New Patient Enquiry Call.And our staff are driving those enquiries away….The phone rings and it is someone wanting to book in with us, and our receptionist is turning the caller off, and turning them away.Not on purpose.Putting it...  Read More
ENTREPRENEUR’S TIPS #24:  WHAT TO DO IF ONE OF YOUR CLIENTS IS ‘KILLING’ YOU?
We’re excited when we get a new client. It validates the service and products we offer and that we have something special to share. However, all customers aren’t created equal. One day we may find ourselves with a customer that makes us say words like these: “My client is killing...  Read More
"They're Leaving Because of Insurance"
Yes, you can win the dental game, despite theand the pressure you may feel from insurance companies.There are three magic words that, if applied consistently, will win the game: provide excellent service.The truth is, corporate dentistry and insurance companies have helped turn the dental industry...  Read More
Offer a Guarantee, a Win-Win for you and your Patients
Most dentists are afraid to offer a powerful guarantee to their customers. They are concerned that they won't be able to deliver on what they guarantee, or that everyone will take them up on their offer. Interestingly, studies have shown that only about 1-2% of your customers will take you up on...  Read More
Two Major Errors In Service That Are Killing Your Dental Business
The general public really can’t tell the difference between a good filling and a great filling. They don’t know whether your crown margins are thirty microns or fifty microns. They just believe that all dentists do the same work.They also assume that all Dental Offices know how to file...  Read More
The BEST Way That I Know To Make Your New Patient First Visit Special Offer The Best In Town
My blog post last weekraised a considerable number of supportive comments, both here at the blog site as well as on various Dental Chat Forums.Most of those commenting were in agreement with my opinions that, by offering a low fee entry to our Dental Services for a New Patient Visit, we were also...  Read More
The Two Most Important Things You Need To Do Before Throwing More Money At Marketing
“We’ve got some spaces in our book….”Have you ever looked at your appointment schedule, doctors, and uttered these words?Recently?Spaces you know that are looming, and are going to be difficult to fill.And then you say:“It’s just a...  Read More
This Dentist Sacked Half His Patients!!
Yesterday I had the pleasure of spending the day out in Sydney entertaining a good Dentist friend of mine who was visiting from the USA.And as we walked, and wined and dined, he shared with me his dental story.And I wondered, as I listened to this story, I wondered how many of us would be brave...  Read More
Are your employees driving away your patients?
For a dental business to succeed, a lot of things need to go the right way, but just a single customer service misstep is all it takes to permanently ruin a reputation.Everyone who spent any time in the dental industry knows very well that some patients can be really difficult at times and that...  Read More
Removing the Onboard Terrorist from your Dental Office…
Last month I wrote about the effects of having underperforming team members employed at your dental officeInspired by an article in Forbes that came across my desk this week,, I’d like to move the discussion up a notch and discuss the consequences of continuing to maintain positions in your...  Read More
Who Wants To Be Boring? Three Inane Topics of Discussion That You Must Eliminate Immediately!!
I’ve always been an advocate for the mantra that all of our patients deserve our full and undivided attention each and every time that they visit our dental office.On top of that, that undivided attention needs to be given, and shown, whether the appointment time is first thing in the...  Read More
World Class Customer Service! Three Lessons From Four Seasons.
I read a greatyesterday in Forbes Magazine discussing the Customer Service Systems used by Four Seasons.The article discussed the simple process of how a hotel room door should sound on closing, and the Customer Service Systems employed by Four Seasons in the delivery of the best feeling ever for...  Read More
Are You One of the Successful Five Percent? Or Are You Part of the Other Ninety Five Percent…..
It still surprises me that so many dentists out there don’t have a grip or a grasp on their numbers.Omer Reed told me two years ago that at age 65, ninety five percent of dentists in the USA have not reached their walkaway point in their dental practice careers.This means that at age 65, only...  Read More
Three Great Lessons Learned From Outside of Dentistry…from Rock Band KISS
“The sooner you get over the limiting and erroneous belief that your business is different, the sooner you’ll be able to ‘borrow’ best practices wherever you find them, from diverse businesses outside your own tiny little world, and use them to improve your business. This...  Read More
Three Key Components of a Dental Business and Why Most Dental Offices are Missing Two of Them
In his book,No B.S. Ruthless Management of People and Profits, Dan Kennedy says that the number one imperative governing a business’s profits is having the most effective marketing, to attract new customers, to optimize the value of customers, and to rescue lost customers.And by marketing, he...  Read More
One Bad Apple Spoils the Barrel....
One of the things that I find and see as I meet with dentists and their teams around the world is that there are dental offices out there where not all members of the team are on the same page.“On the same page” means the team all has the same agenda at the same time.In business, and in...  Read More
Customer Service Eyes. Can You Grow Them Or Are You Born With Them?
We all want and need employees with Customer Service Eyes. And Customer Service DNA.Speaking personally, I don’t believe that I was born with Customer Service Eyes. Or Customer Service DNA either, for that matter.Nobody is.I believe that Customer Service Eyes and Customer Service DNA are...  Read More
Answering the Dental Office Phone 101. Three Sure Ways To Stop Offending Your Clients and Customers
Over the last month I’ve been performing some Mystery Shopper Calls to Dental Offices around Australia.Not only have I been phoning general dentists, but I’ve also been phoning some of the better Dental Offices around Australia. Some of the top producers and high-end offices.Although...  Read More
The Mystery Shop – An Invaluable Tool For Catapulting Your Business Success
One of the most valuable tools in any business, and especially in Dentistry, is the Mystery Shop.The Mystery Shop Process involves the creation of a false customer to trial the protocols and procedures of a business, often your own, with the intention of spying, or analyzing, or information...  Read More
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