Tag Archives: why

Good is Not Enough

In my lifetime, I’ve seen people applaud at the introduction of colour tv, mobile phones and wireless everything. Not only that, but the applause was even greater if these things actually worked. It was usual to expect problems, glitches. After all, this was the latest technology, we had to expect the occasional hiccup. Anyone who owned an early mobile phone knows this.

But, things have advanced so much that we’re used to seeing new technology all the time and we expect it to work. First time.

Perfection, these days, isn’t a lofty goal. We all, as consumers, have an expectation of perfection from the services or products that we buy. Even bus stops have displays telling us when we can expect the next bus.

So when we talk about perfection, we shouldn’t equate it to practicing pain-free dentistry, or seeing our members on time. That’s the very least that they expect. We should be aiming higher. Much higher!!

During the Second World War, the Japanese created a new philosophy. They named it Kaizen. The word Kaizen means “continuous improvement” and comes from the Japanese words “kai” which means “change” and “zen” which means “good”.

Kaizen involves setting standards and then continually improving them. Today major Japanese companies like Canon and Toyota employ the practice of Kaizen. All of their employees – from upper management to the cleaning crew are encouraged to come up with small improvement suggestions on a regular basis. This is not a once a month or once a year activity. It’s continuous.

In most cases these aren’t ideas for major changes. Kaizen is based on making little changes on a regular basis: always improving productivity, safety and effectiveness while reducing waste, as examples.

Western philosophy can be summarised as, “if it ain’t broke, don’t fix it.” The Kaizen philosophy is to “do it better, make it better, improve it even if it isn’t broken, because if we don’t, we can’t compete with those who do.”

In other words, “Good is not enough.”


Our why

Hi, I’m Jas Sandhu from the High Street Dental Practice.

For the last 25 years and counting, dentistry has been my vocation. I also have an avocation, which is to do things that matter. For the causes I believe in, for my family and for myself.

We have a saying at our practice which goes like this:
“Be true to our members, our community and ourselves”.

The way we do this is to focus on time and communication. Firstly, time. Whether you’re calling us on the phone or you’ve come in to see us, we do not rush you and we don’t rush ourselves. And secondly, communication: we listen – we don’t interrupt. We also explain exactly what treatment you may require and answer what we consider to be three of the most  important questions:

Will it hurt?
How much will it cost? And
How long will it take?

Of course, there are others, and we make sure that we address them all. After all, the fewer unanswered questions there are, the more relaxed you’re likely to feel.

So, if you were to ask us why we do what we do, the answer is:

By looking after your mouths, we want to leave you, our members, feeling better about yourselves. Because that’s what makes us feel better.

We’re really fortunate to get lots of nice testimonials, and I’m really grateful for every one of them. But I have a favourite. It’s from a girl called Abigail who was about 14 at the time. Abbie had seeing us for about 4 years and she was very, very nervous to start with. But, whenever she needed any treatment, we took our time. Always making sure to explain what we were doing and letting her know that she was always in control. If she wanted me to stop, I’d stop! And, slowly but surely, her confidence grew. Eventually, she even had her teeth straightened by Alex Cash, our orthodontist. Now she now looks forward to coming to see us.
What she wrote was: “they make you smile”.

And that’s what we really want to do. Spread smiles.