Are business cards a relic of the past?

Closeup of business card hold by female dentist with copyspace

Are you old enough to remember the days when we kept a leather folder with transparent pockets to hold all of the same sized business cards that were handed to us by suppliers and patients/clients as well as our advisors?

Do you keep a collection of other peoples’ business cards anywhere nowadays?

This whole subject is one on which I’m thinking very carefully at the moment – one of the reasons being that I’m due for a new batch of cards myself.

The question I’m asking myself is whether, in fact, the business/referral card is extinct and has been replaced by a digital equivalent and, if so, what?

I have cards, they sit in a box at home, I hand them out at speaking gigs, most of them are still on the seats/tables afterwards – I suspect most of the rest end up in the bin.

We collect and store data on our devices.

I’ve written about word of mouth being superseded by digital reputation.

Rather than ask a patient to take business/referral cards, isn’t it now more important to ask them to:

  • like your Facebook page?
  • write a Google and/or Facebook review?
  • subscribe to your monthly email newsletter?

Do we still need any print media, other than for compliance and contracts?

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A guest post by Stephen Hudson

Amazon_com__Cobra_Z__A_Post_Apocalyptic_Thriller_eBook__Sean_Deville__Books

Sometimes you forget that you have a passion for things other than dentistry.  Waking up with that nagging thought that you haven’t had for over 15 years is a bit of a game changer, because you just KNOW you have to act on it.  And like you did all those years ago, you sit down day after day and end up writing a 330-page novel in 6 months.

I’ve always believed that authors are just conduits.  That the story written is just out there, floating in the ether, waiting to latch onto a willing mind to put it all on paper.  And this is what happened to me, which is why I ended up writing a novel about the Zombie Apocalypse.

Life shows you the door, and sometimes it pushes you towards it.  Sometimes it puts obstacles in your way, just to see how badly you want something.  But the door is there, and so many of us are so busy making a living that we don’t take that moment to notice, to step through.

For me the door wasn’t writing the book, it was getting accepted by the Publisher, Severed Press, which was one of those life goal moments.  I stepped through, and now I have a book that those who enjoy the genre might just want to read.

As one reviewer put it

“I went into this just hoping for a mediocre read of yet another zombie novel. I was blown away with how good this book actually was. I was caught up in the plot from the start and felt Mr. Deville did a fantastic job creating something new with this genre, which I readily admit is one of my favourites. I have read so many of these zombie books that it is hard to surprise me with something new and this well written. There are some characters I would have liked to spend more time with, but overall this is obviously well researched and as the setting is England, it brings something new to the zombie trope. I felt this was tightly written and I very highly recommend this for those that are looking for something new in their zombie reading. Great book, good length, and am looking forward to a sequel very, very soon!”

https://www.amazon.com/Cobra-Z-Post-Apocalyptic-Thriller-ebook/dp/B01H4ISNWW/ref=sr_1_1?s=books&ie=UTF8&qid=1467660418&sr=1-1&keywords=sean+deville#nav-subnav

Dr Stephen Hudson BDS, MFGDP, MSc, PGD Medical Law- AKA the author Sean Deville

 

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Epic

woman 1501

I’m really into the concept of surrounding myself and my clients with EPIC people at the moment.

Maybe it’s the dystopian political and footballing landscape to which we are rapidly becoming accustomed (will we regain our national mojo at the Olympics?) but I feel as if the time for zero tolerance on performance and behaviour is upon us (hence a few posts on the subject recently).

The word EPIC can be defined as “spectacular, very impressive, awesome” and yet also as

noting or pertaining to a long poetic composition,

usually centered upon a hero,

in which a series of great achievements or events is narrated in elevated style:

Both of which work for for me.

Because I’m not just searching for impressive people – I’m looking for heroes, customer service heroes, clinical heroes, IT heroes, marketing heroes and administrative heroes.

The deliberately politically incorrect “Urban Dictionary” takes a less optimistic view:

the most overused word ever, next to fail. for even more asshole points, use them together to form “epic fail.”

everything is epic now. epic car. epic haircut. epic movie. epic album.

saying “epic win” doesn’t make you sound any better, either. and FFS, don’t ever say it in person.

OK – point taken – but how else am I to describe the type of people I want working around me?

I was out running through a beautiful Luxembourg forest this morning and doing that usual thing we do in our heads (or is it just me?) – figuring out what a suitable acronym would be.

The acronym search engine on Google return 89 results for EPIC, the nearest relevant one being…..

Extraordinary People Impacting Community

A search on that web site reveals that they have moved to http://www.dosomethingepic.net – which returns an error as there is no site of that name – epic fail?

Ah well.

Back to the drawing board (and to my point).

Out running, I came up with:

Exceptional

Passionate

Industrious

Collaborative

To describe some of the main characteristics I would be looking for in every member of my team – suppliers, staff and even a fair share of epic patients/clients.

The big question I am asked every week is “can you make these people?”

Can you take an ordinary person and turn them into an EPIC team member?

Time to stick my neck on the block.

My answer is in two parts:

  1. yes – it is possible through training, consultancy, coaching and mentoring to take ordinary people and turn them into EPIC people;
  2. is it the function of your business to do that?

The second question is the kicker.

I prefer a more direct approach.

The function of your business is to solve patients’ dental problems.

The function of my business is to solve clients’ business and personal problems.

You and I are not in the EPIC training business (even though we can if we want to).

So a better (but more challenging) route for us is to find people who are EPIC already and headhunt them into our businesses.

One of my dental clients recently instructed me to help him find an EPIC business manager.

I headhunted the manager from another dental practice.

The manager was ready to move because her previous employer didn’t appreciate her enough.

Headhunting is a perfectly legitimate business activity.

You can headhunt within your sector or from outside.

Your own people can be headhunted (so you had better appreciate the EPIC ones).

The rules are simple – tell the truth and let people make their own minds up.

You can find EPIC people every day – they often work in customer service and frequently are customer facing.

So the next time you are on the receiving end of exemplary customer service in any retail or professional environment ask the person for permission to ask a direct question:

“is this a permanent role for you or are you looking for a career pathway?”

and if the latter is the case – get them in for interview, whether you need them now or not.

Recruit on attitude, train on skill – you’ve heard that here before.

Your single biggest challenge in business – FINDING EPIC PEOPLE.

They are age 18 to 80. They have diverse educational backgrounds. They inhabit every post code.

At the risk of mixing my metaphors.

They are needles in a haystack.

You will have to kiss a lot of frogs to find them.

The worst thing you can do is kiss a frog, realise it’s a frog and keep it – your business becomes a frog farm and the frogs are committed to extinguishing any EPIC people around them.

Ever noticed that’s what happens when small businesses become big businesses?

Frogs are FOMM – frightened of making a mistake.

Frogs are FOEP – frightened of EPIC people.

Fail frogs. Fail fast.

Turn your business into a poetic narrative of great achievement.

Find EPIC.

 

 

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Clinical Photography – October 2016

Dentist with camera and patient

Here’s a flyer for a good-looking course from my friends at Longborough Dental in Dorking, Surrey and presented by Dt. Koray Feran.

Photocourse

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In the balance

3D Seesaw balance between reward and risk

I’ve participated in two informal (and unpaid) conversations in the last few weeks during which I have advised dental associates NOT to buy the practices that their Principals are thinking of selling.

Equally, I’ve advised other Principals to take the money and sell as the time is right.

A paradox.

We are at an interesting moment in the history of UK dental practice purchase:

  • Goodwill valuations at a ridiculously high level
    • larger corporates still attempting to grab land and fuel their own flip, flog or float ambitions
    • independent valuers still pushing prices higher
    • family capital still looking for opportunities to get their “little ones” on the ownership ladder (often without detailed due diligence)
    • predators still looking for distress sales
  • Confidence (within the profession) at a low
    • clinical remuneration on the way down
    • institutional funding still tough to negotiate
    • a naivety amongst some associates as to the demands of ownership
    • fear of the GDC and litigation
    • the continued challenges of HR and recruitment
    • the great unknown of NHS dental funding in the post-leadership era of politics

Add to that the hiatus created by the Brexit vote, which has already caused uncertainty in some commercial sectors.

An aside……

One of my sons works in legal recruitment and comments as follows:

A healthy economy means people are making deals (transactional work) rather than suing each other (litigious work). Transactional work in London is mostly cross border. All those deals got pulled overnight re: uncertainty/changes in regulation.

Less deals for lawyers to work on means less demand for new lawyers i.e freeze on recruitment.

On the litigious side, there’ll be an increase in people suing i.e more demand for insolvency lawyers (banks).

Though nobody will invest until Autumn when we have a better picture of how things look.

Basically the same effect as a recession.

Another of my sons works in Whitehall and reports on the prospect of spending the next 4 years re-writing European legislation whilst nothing gets done.

The news that Standard Life, Aviva and M&G have closed their property funds to those investors who have been stampeding into cash since Brexit Friday does little to improve commercial market sentiment. The investors’ prognosis is that commercial property is a bad place to invest as retail space is vacated by global firms who see a poor future in Britain.

House prices in my ever-inflationary post code (WA15) are reducing for the first time in decades and the local estate agents are floundering.

Eventually, this sentiment can creep down into every citizen’s willingness to spend or invest.

Our illustrious politicians are about to depart to enjoy their Tuscan villas and complimentary Olympic tickets – Parliament will close in just over 2 weeks and the nation’s political systems will slow.

We discussed over dinner last night the chances of a remarkable political manoeuvre. Corbyn seeks a swift general election on the promise that a vote for Labour is a vote to take us back into Europe (or at least ask for a second referendum) – how do you think that would pan out?

Back to dentistry…..

It remains to be seen whether British patients decide to curtail their expenditure as the rudderless ship known as “The Disunited Kingdom”drifts into a winter of not so much discontent as bewilderment (what just happened?), abandonment (where did everyone go?) and a frisson of millennial denial (surely we will be OK?).

“Cut the gloom and doom CB”.

Ok – I get that – and I’ll be the first in the queue to say that you can rarely stop a motivated individual with a quest and a motive (reference yesterday’s sparkling dental nurse).

I’m also seeing innovation in digital dentistry and in the business of dentistry – still listening to people with great new ideas.

My concern is that I’m starting to see the potential for fools and their money being parted:

  • the existing private equity investors in dentistry chasing the next big flip when there is little evidence to support their valuations
  • the new private equity investors in dentistry who want to jump on a perceived bandwagon
  • the families who invest unwisely, as in one example I saw recently of an investment of £1m into a freehold cold squat that is grossing £2k a month after 6 months due to lack of marketing spend or experience
  • the desperate vendor who has been in due diligence with a predator for 6 months, only to find themselves “chipped” on the deal at the 11th hour

My excellent accountant Doug Murphy is a constant source of wisdom.

I was recently discussing a new business idea of my own with him (raised eyebrows – another idea) when he calmly reminded me:

Chris – you have to consider The Price as well as The Prize – what are you going to have to do in order to make this idea work – and is it worth it?

Which is why I cannot bring myself to advise wide-eyed associates to fork out 8.5 times earnings for a practice, knowing that they will have to take a pay-cut, double their working hours per week and spend the next 10 years working like dogs to clear their debt.

Not unless they are cursed with the entrepreneur’s DNA.

 

So it is necessary to tread very carefully unless you have investor’s and/or family money to burn or an extremely high risk profile.

Now is the time for innovators to take advantage of uncertainty and disruption, now is not the time for early or late adopters to take risks.

If you do run your own business, more than in recent years, now is the time to end any tolerations:

  • team members whose performance or behaviour is below brand standards
  • suppliers who are not fulfilling promises
  • patients who don’t value what you do
  • numbers that don’t add up
  • clinicians who aren’t on the bus

Perhaps also time to hire experience to guide you through the months ahead and make sure that your assets are deployed to best effect.

I’m going to invest a lot of my consultancy time in the next three months meeting with my clients and preparing their post-Brexit battle plans, part defence, part assault, to make sure they are best placed to take advantage of the coming winter.

There will be prizes – for those who know how to pay the price.

 

 

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The Sparkle returns

Idea concept with row of light bulbs and glowing bulb

Around 4 years ago I wrote the following post:

The Sparkle

Sometimes there are people in your business who have that “sparkle”.

The little something extra that makes them shine.

I met two of them yesterday.

One was an apprentice dental nurse and TCO aged 19.

The other was a waitress in a country pub who was possibly over 60 years old.

They both “sparkled”.

There are no limits to what these people can achieve.

If you have them active in a customer service setting – they can be wonderful ambassadors for your business.

I’d take an unqualified “sparkler” any day over a qualified plodder.

Then, a few days ago, that same dental nurse, now moved on to a different employer, emailed me.

Dear Chris,

You may or may not remember me but we met a few years ago when I was working for XXXX at his practice in XXXX. I remember you well because you wrote a blog about me called ‘The Sparkle’.

I thought I would take the time to email you because I found you extremely interesting and remember how enthusiastic about dentistry you were, also I find your aspect of work inspiring. The main reason for emailing you is because I could really do with some guidance…

Since meeting you I have changed jobs, applied to university and progressed further as a dental nurse, I feel although I have progressed I am hitting a dead end in my career. I have decided becoming a hygienist just isn’t for me. I like the thought of managing a practice but most people want an experienced manager so it’s much harder to get into. I want to make a difference and be recognised as an individual but as a dental nurse I feel I am losing my identity.

I have had a positive impact on the practice I am working for now and have made changes such as reducing outgoings on stock and improving efficiency within the surgery, I have other ideas but dentists are very stubborn and get stuck in their own ways so they are reluctant to consider my ideas!

What I am trying to say is I want to try and get away from dental nursing and take a different career path but still within the dentistry industry because like you, I am so passionate about it! I love the idea of travelling around to different practices and making big changes to them to help improve their production and overall service. I know you do this for a living and thought you could perhaps point me in the right direction as to where I could start and what training I would need to get into a career like this? I am sure there are also so many other career options associated with dentistry that I have never even heard of! I just have so much more to give and I feel I am wasting my passion and enthusiasm for dentistry.

Thanks for taking the time to read this, it would be great to hear from you.

So we reconnected yesterday on the telephone and enjoyed a catch up and a good conversation.

I explained to The Sparkle that, at 23, like it or not, she still had to get those 10,000 hours under her belt but she indicated to me that she is free, unattached and willing to move anywhere to work in a practice where her ATTITUDE would be appreciated and her skills developed.

So if you are reading this, looking for new enthusiastic team members and would like to have the chance to bring a sparkler into your business – email me on coach barrow@me.com with subject line “The Sparkle” and let’s see if we can help this exceptional individual.

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Resignation Special

Statue of Winston Churchill

The antimetabole:

when the going gets tough, the tough get going

(originally attributed to Joseph P Kennedy – JFK’s father)

….is intended to be interpreted as ….

“When the situation becomes difficult, the strong will become engaged.”

….and not….

“Those who act tough will vacate a situation when it becomes difficult lest they be proven not as tough as they appear to be.”

For all of us who run our own businesses – I salute you as individuals who cannot run away from problems and have to face up to them, push through the pain and provide elegant solutions – no matter how tough.

It’s called leadership – something in which we are sadly lacking in our soon to be independent nation.

Interesting how those who campaigned so hard for that independence have now decided to leave the stage, along with others who simply cannot be arsed any more.

Churchill where are you?

I have, myself, full confidence that if all do their duty, if nothing is neglected, and if the best arrangements are made, as they are being made, we shall prove ourselves once more able to defend our island home, to ride out the storm of war, and to outlive the menace of tyranny, if necessary for years, if necessary alone. At any rate, that is what we are going to try to do. That is the resolve of His Majesty’s Government – every man of them. That is the will of Parliament and the nation. The British Empire and the French Republic, linked together in their cause and in their need, will defend to the death their native soil, aiding each other like good comrades to the utmost of their strength.

Even though large tracts of Europe and many old and famous States have fallen or may fall into the grip of the Gestapo and all the odious apparatus of Nazi rule, we shall not flag or fail. We shall go on to the end. We shall fight in France, we shall fight on the seas and oceans, we shall fight with growing confidence and growing strength in the air, we shall defend our island, whatever the cost may be. We shall fight on the beaches, we shall fight on the landing grounds, we shall fight in the fields and in the streets, we shall fight in the hills; we shall never surrender, and if, which I do not for a moment believe, this island or a large part of it were subjugated and starving, then our Empire beyond the seas, armed and guarded by the British Fleet, would carry on the struggle, until, in God’s good time, the New World, with all its power and might, steps forth to the rescue and the liberation of the old.

It is said that immediately after giving the speech, Churchill muttered to a colleague, “And we’ll fight them with the butt ends of broken beer bottles because that’s bloody well all we’ve got!”

Know that feeling?

 

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Quintess Denta newsletter

quintess header

Here’s a copy of the latest newsletter from my friends at Quintess Denta.

QD Newsletter Vol 1 Summer 2016

 

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Remember

Champ de coquelicots,Somme

We take a moment today to reflect on the events of 100 years ago at The Somme.

Many of us will have lost family there, in my own case a great uncle who died a teenager and whose name is included in a list of those who gave their lives on a memorial at Manchester’s Victoria Station.

As a father of 5, I cannot imagine the emotions of a parent sending a child to war – and to those who have and do, I extend my respect.

Today, of all days, cherish your children, your own comforts and retain the correct perspective on whatever problems and challenges you may be facing.

A Soldier’s Cemetery

by John William Streets (killed and missing in action on 1st July 1916 aged 31)

Behind that long and lonely trenched line
To which men come and go, where brave men die,
There is a yet unmarked and unknown shrine,
A broken plot, a soldier’s cemetery.

There lie the flower of youth, the men who scorn’d
To live (so died) when languished Liberty:
Across their graves flowerless and unadorned
Still scream the shells of each artillery.

When war shall cease this lonely unknown spot
Of many a pilgrimage will be the end,
And flowers will shine in this now barren plot
And fame upon it through the years descend:
But many a heart upon each simple cross
Will hang the grief, the memory of its loss.

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Innovation in dental video

video camera

The use of video in dental marketing grows inexorably and, around the world, the innovators make their mark.

I’ve showcased before the work of the Digital Smile Design tribe in this context, looking at the art created by Christian Coachman and Florin Cofar with particular interest.

On Monday I was privileged to be one of the first to see a new work created by my friend and client in Holland Quoc An Nguyen to support his post-graduate Ardent Academy.

What follows is beautiful (for those who can see the beauty), innovative and inspiring.

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