The patients expect excellent dentistry. They tell people about the unexpected.

And the example of corporate gobbledyspeak on page ix is priceless. Beginning with the last paragraph on page 16

Think small, stay small; think cheap, be forever doomed to needing to be cheap.

The leaders might all die in a plane crash and leave me with my stock certificates in one hand, hankie in the other. The systems live on.

To do that, you have to wow ’em after the sale and continually, frequently “arrive” to keep the relationship alive. So, finally, you have to manage the relationships with your prospects and your customers.

In most companies, the marketing department’s job is to get the leads and the sales department’s job is to call on the leads and close the sale. But in between “getting the lead” and “closing the sale” there’s a huge gap. If you close the gap, your profits will skyrocket. To close the gap, you need to recognize that 1. Marketing’s job doesn’t begin

Are you consistently, religiously, and effectively following up with ALL of your prospects and customers?

With two, you are the boss, and you can, if and when need occurs, be ruthless. With one, you are not a boss at all. You are a hostage.

Determining everything you will get DONE in the next 12 months, the next 12 weeks, the next 12 days, the next 12 hours, even the next 12 minutes, then racing the calendar and the clock, declaring war on the resistance, opposition, and sluggishness of those around you, and placing yourself and others under extreme pressure to perform. (Those who