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From the Managing Director
I recently read a blog from Seth Godin where he suggested that our instinct is to fight when we think we have been treated unfairly and that whilst we succumb if there's no choice, we choose to go down kicking and screaming. We want to make it clear that we won't accept injustice easily, we want to teach the individual, company, system a lesson, we want them to know that we're not a pushover.
But, why do we do that? Will it change the situation? Will the diagnosis be changed, will the outcome of the treatment be any different, will it make delivery of the products faster, will it make the failed product work?
As a customer, employee, manager, I think it makes us feel good, albeit it is incredibly self centered, to vent and tell the other person the consequence of their unfair treatment and/or failure to do what is right, however the way we communicate in these circumstances is rarely inspirational and may not guarantee a better outcome in the future, assuming we desire a future relationship. So we have to improve our communication so that our communication, clearly distinguishes between thecontent, what we are talking about and the process of how we are managing the conversation and to focus on where we have agreement not where we have differences. Yes, yes, yes is far more inspirational than no, no, no.
Most management text books and sporting coaches would argue that failure, rejection, unfair treatment is a great guide to knowing what we have to improve to be better. Innovation is a basic
requirement of any business and when things, particularly routine things don’t occur, it is an opportunity, as Seth says to grow or to invent or find another path. This is incredibly difficult work, but it seems far better than the alternative. Are we up for the difficult or are we opting for the lazy?
I look forward to meeting with many of you at the forthcoming ADA Congress in Brisbane at the end of March where I would have just returned from IDS the biggest dental show on earth to share with you a little bit of insight into the future direction of Materials, Medicaments, Instruments, Consumables and Equipment.
Thank you for your business in January and February and we look forward to helping you deliver the best possible care in the coming months.