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I was watching the last scene in Working Girl, my favourite movie of all time, and Melanie Griffith’s new secretary says to her, “It might be a good idea to go over what you expect of me.”

Melanie Griffith’s character Tess smiles and answers, “I don’t expect you to get me a coffee unless you are getting yourself one. The rest we will make up as we go.”

I was shattered to hear her say this to her secretary.

Her secretary wanted Tess [Melanie] to define her role and expectations so that she could meet them and perform well in her job.

Is it a good idea to make things up as you go in a Dental Office or any business you are serious about?

Absolutely not!


You need to have a clear and defined plan of what you expect from yourself and your team.

Your team wants it as well.

How can you expect your team to perform the way you want if they don’t know what you expect of them?

You need to check that your team understand and agree with your expectations so there is no confusion or misunderstandings.

I have heard teams saying they just don’t know what their boss wants them to do.

The biggest confusion that happens in a Dental Office is when your team do not know what you expect of them. They start guessing and making up their own job description.

I believe that the expectations you have should be known right from the interview stage and again in the first few days of employment and beyond.

Now have a close look at what you expect of your team.

Do you really know what you expect of your team?

Have you sat down lately and thought about your expectations or are you just doing what Melanie Griffith’s character Tess suggested and making it up as you go.

Start the year working out what you expect, a plan of action and making sure your whole team knows what you expect.

Have a plan to keep everyone accountable and measure their results and performance.

The best way to create enthusiasm and a great attitude in your team is to measure and reward progress and great results.

Everyone loves to see things getting better, especially their own personal performance.


Dental Phone Excellence is a simple to implement complete Phone Answering system I developed that helped me to build an extraordinary dental practice in the heart of working class western Sydney.

If you’d like to know more,  download my sixteen page FREE special report “How I Quickly and Easily Went From 35% to 77% New Patient Telephone Conversions, and Doubled The Size of my Dental Practice Along the Way” and discover some of the many costly mistakes being made on your phone…..

My next live full day workshop “How to Turn Every Dental Phone Call Into A Valued and Kept Appointment” is being held in Sydney NSW on Friday February 17, 2017.

Click here on this link to register.

At present I have availability for only THREE new private clients. For more information on how I can improve your Dental Office’s Phone Numbers contact me, Jayne Bandy at  jayne@theDPE.com


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