I hate disappointing patients! Their referrals are the life blood of the practice.  To plagiarize a similar saying:  Happy patients, happy (professional) life!

So as summer approaches, for me it’s a great opportunity, but also a time of stress.  The requests to get patients in or out of treatment b...

WE are the biggest obstacle to exceptional teamwork!

We blame our staff for not getting along with each other, not treating patients well, and making too many mistakes.  We believe that “If only my staff would improve, my practice would improve!”

But when we do, things rarely get better.

I felt t...

You know how you want things done. You know how things should work. 

So, why does the staff keep making mistakes?

Why can’t they do what you’ve asked them to do?

Why do they keep forgetting how you want it done?

And why do you feel you have to micromanage them in order to get it “right” every ti...

Patients and parents often react negatively to hearing what they consider bad news.  It may be the need for extractions, or the advantage of uncovering a gingivally impacted tooth, or the risk of decalcifications due to poor brushing.

Here are three suggestions to make these types of discussions mo...

It’s so annoying!  We all work so hard to stay on schedule and we still have a group of patients putting us behind by chronically showed up late for their appointments or simply walking-in without an appointment.  When this does happens, often the patients who DO report on-time have to wait while we...

“It’s our job every day to make every important aspect of the customer experience a little bit better.”  – Jeff Bezos

The customer experience is the New Marketing!

Being similar in terms of price and quality only gets you in the game; the patient experience wins the game.

So, to win when it come...