I purchased my first dental computer system from a company called ADOSI in the 80’s.  Their main selling point was that they were endorsed by the ADA.  Since dental practice computers were new, and my expertise as a consumer of business computers was nearly zero, I relied on the ADA seal of approval as assurance […]

It was a Tuesday morning.  I was in the Columbia Faculty Practice on Madison Avenue, in Midtown Manhattan.  I’d already seen a patient who was dismissed.  As the treatment room was being set up for my 9:00 patient, I heard loud voices in the hall.  Our hallways were unusually large, wide and long, a terrible […]

This is adapted from my friend Keith Lee, another Dan Kennedy accolade.  He’s a customer service coach. “Woody Allen once said that 80 percent of success is just showing up. In customer service, 80 percent of success is treating the patient like a welcome guest who just showed up.” When guests come to your home, […]

You’ve probably heard of ‘cognitive dissonance’.  It refers to an individual having inconsistent or conflicting thoughts, beliefs, or attitudes.  Such ‘dissonance’ impacts decision making and realizing it might help one make better decisions. Dentists suffer from Cognitive Disconnection. Cognitive disconnection occurs when things that should be connected are not.   It’s done without malice.  Rather, […]