Early last year (2021) in discussions with my friend Ian Matheson who is the managing director of Wrights, we decided to think...
One of the things we learnt from Ed was the principle of reframing.
Not Ed Sheeran but Ed Clancy.
I was killing time, writing some blogs whilst I was waiting to go and collect my son from football (this is an excuse can’t you...
When I was young, we got the news at 9 o’clock on the BBC.
As I write this it’s 6.10pm on a Monday evening and I’m sitting in my office.
The benefit of kindness is rarely, if ever, measured in money.
When it’s hard and you can’t do any more, just do one more thing.
Reading the news both outside of dentistry and inside of dentistry, the crisis that’s coming is extraordinary and huge and dark...
Most people that know anything about customer service or CRM understand NPS.
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