A coworker recently had one of the worst customer service experiences I’ve ever heard about. No, it wasn’t that some big-box store refused to accept a return. And, no, it wasn’t an online retailer failing to issue a refund on a defective product. The situation is actually much more serious, because it pertains to her…

We all have pet peeves. (I certainly do!) They’re usually no big deal. At least they don’t seem like a big deal. But, let some of them sneak by unaddressed, and they can cause trouble in the office, trouble for your patients, and even trouble for your practice as a whole. One of my biggest…

Earlier in my dental career, I was sometimes reluctant to walk in through the front door. I didn’t feel good about discussing the cost of my services with patients. (Heck, I didn’t feel quite right about the cost of my services in general!) So, I’d use the back door and kind of hide out in…

If you’ve ever driven through South Dakota—or, really, anywhere even near South Dakota—you’ve probably been bombarded by mile after mile of those famous Wall Drug billboards. They’re everywhere out there—and Wall Drug eventually became a tourist destination. Things weren’t always going so well for the little roadside mom-and-pop store though. Wall Drug is situated in…

There are days when, despite your best intentions and careful planning, things just go to hell. This had certainly been one of those days. We’d had two potential new patients—a husband and wife—in our waiting room. They’d come to check us out, and, naturally, we wanted their experience with Same Day Dental to be just right.…