Summary

• Staff and client retention are key success factors
• Malodors negatively impact both staff and clients
• Your practice – your physical facility and your people – must consistently deliver client experiences that exceed expectations
• You can’t afford malodor in your practice – it’s an all-around deal killer
• You need an outstanding front office staff
• You’d be wise to periodically gauge front office performance (e.g. mystery shoppers provide evaluations and feedback)
• You must continuously improve as consumer expectations are rising