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a blog by Chris Barrow


Loyalty is a two-way street. If I'm asking for it from you then you're getting it from me.

Harvey Specter : Suits

Thank you to Willie and Xandra Maceachen, owners of Polwarth Dental in Edinburgh, for this reminder on my very last client call yesterday evening.

Here are some of the examples of loyalty that I've heard of in recent months:

  • Team members on furlough having their pay topped up to 100%

  • Hygienists and Therapists brought back as soon as possible at the same pay rate

  • Associates paid their fair entitlement to either NHS, plan or fee per item revenue

  • Associates paid at their full rate

  • Patients and team members who have received regular updates from the owner on what's happening

  • Patients who have not been charged "extra" for PPE

And then.....

  • Team members who have gone the extra mile, working the hours, communicating with the patients, accommodating the changes, making the effort - without complaint

  • Clinicians who have made themselves available for telephone triaging or for "jobs" within the practice that don't necessarily appear on their pre-Covid scope of work - and at hours that are sometimes a challenge

  • Patients who have stayed with their plan payments and stayed with you!

We began lockdown with the thought that the decisions you made would be remembered for a very long time.

It's payback time.

Loyalty is now being rewarded.

The "spirit" in those practices where loyalty has been present is charged with hope and the expectation of a bigger, better future.

They are fantastic places in which to work (and fantastic clients to work with).

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