Chris Barrow’s Blog

A champagne bar inside Antwerp’s shopping district.

The Stadsfeestzaal.

Amsterdam today – I’m feeling like a Japanese tourist – 24 hours in each
city.

Talking Points Europe, originally uploaded by coachbarrow999.

On the stage in Antwerp Zoo with an audience of 200 Belgian dentists – whose
business practices are about as up to date as the large mammal whose
skeleton floats ominously above us.

Here in Belgium, the dental practice owner is typically a multi-tasking sole
trader.

And by multi-tasking, I mean EVERYTHING from answering the phone to their
own paperwork.

The favoured business model is “lone-ranger” with no receptionist or support
staff whatsoever.

It’s no wonder they attend the conference in numbers and stay behind late
for the sumptuous buffer and drinks laid on by my hosts GSK.

There are, in fact, some audience members who have travelled in from Holland
- and they are the delegates who corner me over drinks and ask questions.

My presentation on marketing creates a stir, with many of the audience heard
to say afterwards that “it will never happen here” – there are gasps of
incredulity as I explain what’s happening the UK market – especially when I
mention the arrival of Virgin in the market.

The Dutch dentists are far more entrepreneurial in their outlook – but
restricted by the fact that prices are controlled by legislation – with
maximum prices for all work.

Imagine that if the GDC were to introduce such a measure – can I hear you
thinking “it could never happen here?”

Dangerous.

A Dutch dentist (Pete) explained that he and his hygienist wife have an
excellent practice, with 3 expense-sharing associates (yes – expense-sharing
associates) – but that price controls meant that he was unable to improve
profitability – and also had a queue of new patients waiting to join his
practice and no time to invest.

It certainly puts the flexibility of the British market into perspective.

Off to Amsterdam this morning – speakers dinner tonight and then 500 in the
audience tomorrow morning.

I expect cheers when I announce the four sweetest words in the English
language.

Edwin Van Der Sar!

Sods law dictates that, 24 hours before I am due to drive to Antwerp,
I dutifully have my car serviced and Ocean BMW tell me that my rear
tyres are just inside the legal limit.

Shopping around for specialist tyres presents an interesting customer
service experience.

ATS tell me I have “no chance” and to not bother calling Kwikfit
because they will not be able to help me.

A local independent tells me that they do not have the right machine
for my alloys.

Kwikfit’s phone is answered by Chris (he gives his name) and he makes
it his personal mission to sort me out.

Less than 24 hours later he is fitting my Michelins as I wait – and
offers me a price at 60% of list.

Excellent and friendly service – absolutely first class.

The smarmy lads at ATS need a lesson.

I have recently started reading an excellent blog from the Centre for Design Innovation in Ireland.

Just take a look at their blog entry on the Help Remedies web site (and don’t forget to follow the link through from the blog to the site).

A quite beautiful example of how branding can make a seemingly dull product an entertainment experience.

Even a section for bored people that had me giggling all by myself at 6.00am this morning.

Inspired work – and easily transferable into even a subject as worrying and gruesome as dentistry.

It would be so interesting to see consumables branded and packaged with such love.

A further advert here for the Design Innovations blog – full of useful articles and downloads – and a “thank you” to James and Sonya Hamill at Blueapple Dental for their recommend.

 

Visited with James Goolnik today. Champion brander.

 

Well the day started badly as you know – cancelled flight and all.

 

I could have called my client in London to say “game over” – perhaps rearranged for a future date.

 

But when I called his City practice at 7.30am with my “bad news”, the phone was answered by his nurse as he was in the middle of treatment – 7.30am!

 

That’s the City for you.

 

Embarrassed to complain about Cornish fog, I jumped into my car and began Plan B:

 

1.  drive to Tiverton Parkway – 90 miles;

2.  Catch 9.03am to Paddington, arriving 11.23am;

3.  Arrive for my meeting only an hour later than planned.

 

The challenge – to cover the 90 miles to the station through fog and rain – and arrive in 90 minutes with time enough to park and collect tickets.

 

This is where owning the new M3 comes in handy.

 

Yes – that metallic black with fox-red leather blur dashing across Bodmin and the outskirts of Dartmoor this morning wasn’t a piece of American space hardware – it was me, gripping the steering wheel and gritting my teeth.

 

I arrive at the station car park with less then 5 minutes to spare and a 200-yard sprint to the ticket office.

 

As I walk onto the station breathless, the Great Western arrives and I stagger on board.

 

Train pulls away and I heave a deep sigh of relief, remove jacket, set up laptop, Filofax and iphone, wobble down to buffet car for coffee.

 

“Sorry sir, we have no hot water due to the reservoir flooding in the coffee machine – I can offer you cold drinks only.”

 

Of course – this is 21^st Century Britain. The planes don’t fly when it’s foggy and the trains run dry as well.

 

Settle back for 2 hours of emails, tomato juice and apple – and the delightful company of Emma and Lorraine – a pair of teachers from Taunton who are on a ladies away-day and conduct a hilarious conversation right next to me that would have graced the script of SITC.

 

Arrive at my meeting as planned – and end up having one the most interesting and exciting professional days for months.

 

Can’t tell you why – I’d have to kill you.

 

Suffice to say it has been well worth the effort.

 

I’m now on the 17.03pm back to Devon and will enjoy a much more sedate drive back down the A30 – on cruise rather than Saturn 5 setting.

 

Morals of the story:

 

1.  When you travel have a Plan B;

2.  Don’t expect hot water;

3.  Never give up;

4.  Expose yourself to the risk of doing business.

 

Have a great weekend.

After a 4.30am alarm call I am waiting to see if the fog will clear
enough for my Air South West flight to Gatwick to be able to land.

Friday morning and the Cornish boys are heading to London for a lads
weekend. It is now 7.00am and they are well into the beer.

If I make the flight, this evening the return will be with London boys
wanting a drunken weekend in newquay.

Such is commerce!

Just heard the Newcastle flight is cancelled. Its not looking good.

And Gatwick now cancelled.

How will I get to London?

There are times when we all need a change.

After 12 hours at my desk yesterday and another 4 hours this morning,
I am going crazy.

So its down to Gylly Beach cafe for a cappucino and late breakfast.

I am blessed to live 5 minutes away.

The morning has been invested in final preparation for Talking Points
Europe next week. Powerpoints all done and ready.

Next up will be an article for Dentistry magazine – hence the change
of environment to stimulate my mind.

When you are business planning alone or with your team, change your
environment.

I keep mentioning him at workshops.

Less than 25 years old and already a success in business.

Why?

Because he bought a Toni & Guy franchise in Falmouth and does exactly
what they told him to do.

Where is Britain’s first dental franchise?

Why haven’t they asked me to be their CEO?

Lunchtime at the Radisson SAS Belfast, originally uploaded by coachbarrow999.

The hotel are now delivering.

Service in conferencing is brilliant, starting with events manager
Billy making a personal appearance at 8.00am and hand-holding me
through my set up.

His personal search for my missing workbooks was excellent (they
arrived at 11.00am).

He also asked what Breathe Business was about and ASKED for my future
business if his department delivered today!

So far, so good.

I am working with a small group – which means a chance to play with
the material.

We are looking at alternative business models for expense sharing
partnerships.

Good conversation and great R&D for me.

Weather gorgeous as you can see from the photo.

The beach it ain’t – but a stimulating professional day with forward
thinking dentists.

Best bit so far – a business model for a £1 million pound practice
with £300k profit, in which the principals take 12 weeks annual
holiday and work 4 days a week for the other 40 weeks. Three days
clinical and one day of leadership.

Second best bit – meeting a newly recruited dental business manager.