Customer feedback questionnaires
A client (dentist) handed me a completed feedback from from one of his patients yesterday. “Read this” he said. Blank form – but under the question: “What do you like least about the practice?” I still fail to see the reason for the practice going private, other than greed. I will seek every opportunity to … Read the Rest
The 100% pay rise in 4 hours
That’s how long it took yesterday to increase the projected pre-tax profit of a dental practice from 16% to 36%. Four hours of financial analysis, during which we realised that:
- available surgeries were in use for about 66% of the year – they need another dentist;
- the FTA rate for dentists and hygienists was … Read the Rest
Ee-I-ADY-O!
ADY Average Daily Yield. That’s a 30, 60 or 90-day rolling average, measuring the gross sales of all products and services by one dentist, hygienist or therapist in one surgery. I’m further realising that it’s the “mother of all key performance indicators”. Because the more I measure the ADY for and with my clients, the … Read the Rest
The age of video-streaming
Good morning from a sunny Doncaster. Yesterday was as frustrating but ultimately successful first. My first video-cast for the weekly ezine. I sat down in my home office and recorded about 10 minutes of rambling professional and personal reflections – on my trusty Sony camcorder – and then realised that I was the proud owner … Read the Rest
Very mixed weather
Two days in Cornwall with contrasting climates on each of them. Saturday – sunny, warm – a chance to bimble around town in the morning – get my haircut, pick up new sunglasses, do a few errands, take a look at new releases in the bookstore. Sunday – dull, grey, miserable – a chance for … Read the Rest
Friday morning – and a day for focus
Well I’ve made it (almost) to the end of quite a week. Two fascinating full-day practice visits. Two busy and fun-filled DBS workshops. An excellent conversation with an existing Strategic Alliance partner about how we can combine our talents to deliver services to clients. And today my quarterly professional self-indulgence at The Strategic Coach – … Read the Rest
A producer group emerges
My most interesting moment yesterday was a conversation over lunch at our workshop in Watford, with a former regional sales manager for an ortho supply company who has packed in his job and become co-ordinator for 11 independent ortho practices. He is looking for economies on purchasing to cover some of his salary but also … Read the Rest
Taking responsibility for customer service
I know I’ve said this before – but it bears repetition. Although I’m eating carb-free at the moment – and the press would have us believe that Pret a Manger are killing us all with the salt content of their sarnies… I love walking through the door of their stores and soaking up the jazz … Read the Rest
Rainbow over Stonehendge
Not the best photo I’ve ever taken but the actual view was so spectacular last night that people were pulling off the road just to stand and stare. The ancients had all sorts of myths surrounding this phenomenon – most of which revolved around the rainbow being some sort of doorway to heaven. I’m not … Read the Rest
In London
So three months ago this dentist walks up to me after a presentation at an evening meeting and says; “I need help -but I don’t want to attend your “basic” programme – I think I’m going to need some special coaching?” And I ask for more information – and he tells me a story about … Read the Rest
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chas lister said 
(@ChrisBKH) (@ChrisBKH) said 
Chris Barrow said 
dave mantle said