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I have cows.


And I was recently giving my big red steer Jack a scratch when I discovered or he discovered, how nice it was to have the back of his ear scratched. Jack even turned his head giving me a direct message that he loved this scratch so much that he wanted a scratch behind the other ear. Jack is very keen to run over when he sees me……I am sure he runs for two reasons. Maybe its for some fresh sliced bread or maybe its for that scratch behind the ear!


This story about Jack and the scratch behind the ear made me think about the behavior of our patients who also like their ears scratched. Metaphorically speaking.

Finding out what our patients like is a big part of why they keep coming back and never dream of going to another dentist. We know what our patients like and we know how to keep them happy.

This is the big mistake most Dental Practices make. We find out what our patients like, we do it a few times, then we stop.


We know what our patients like but then we lack consistency and gradually stop doing those things they like. We become complacent and believe that our patients will just keep coming in to see us no matter what.


Once you stop keeping your patients happy, they will be more than likely to stop coming to see you.

Over the years of working in a Dental Office I discovered the top ten things patients found important. It may have been all of them for some patients and only a few for others.

1. Not having to wait

2. Their appointment not going over time

3. Current magazines

4. Friendly Team

5. The Dentist listened to them

6. Time for a chat

7. They didn’t want to feel rushed

8. They liked making decisions

9. They liked having payment options

10. There was little or no pain

Once you know what your patients like, make a note of it. Make sure the whole team is aware of this one [or more than one] important thing. Every time your patient comes in, do what you know your patient likes every single time you see them.

If you are consistent then your patient will consistently come in to your Dental Practice for care and treatment.


This blog will feature simple practical ideas that are easy to implement tomorrow in your Dental Office, impacting immediately on your Patients’ Dental  Phone Experiences, and ultimately, improving your practice profitability.

At present I have availability for four 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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