title: Customer care.
abstract: Everyone who is in business knows that the most important thing one can achieve is attracting and retaining customers. Now, before the BDJ is bombarded with complaints about ivory-tower academics talking theoretically about something of which they have no experience, I need to tell you that I do have real, live practical experience of business. Okay, it's not a business to do with dentistry, it's a business to do with horses, but nevertheless, it is a business and the basic premises of businesses apply to both dentistry and to riding stables. Remarkably also, there are a number of interesting analogies between running a riding school and running a dental practice!
authors.affiliation: Dental Health Services Research, University of Manchester Dental School, Higher Cambridge Street, Manchester M15 6FH. e.kay@man.ac.uk
authors.forename: E J
authors.initials: EJ
authors.lastname: Kay
mesh_terms: D000368:Aged; D001291:Attitude of Health Personnel; D002675:Child, Preschool; D003729:Dental Care / Q000523:psychology*; D016321:Dental Care for Aged / Q000523:psychology; D019140:Dental Care for Children / Q000523:psychology; D003812:Dentist-Patient Relations; D003813:Dentistry / Q000379:methods; D005260:Female; D006801:Humans; D008297:Male; D005791:Patient Care / Q000523:psychology*; D010348:Patient Care Team; D017060:Patient Satisfaction; D011215:Practice Management, Dental; D013315:Stress, Psychological / Q000523:psychology