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Our Club Expert, Raj Rattan MBE, explains how to make the service profit chain work for you The Service Profit Chain (SPC) first appeared as a Harvard Business Review article in 1994, written by James Heskett, W. Earl Sasser, and Leonard Schlesinger. The article introduced a new way of thinking about service organisations by showing, for the first time, a clear link between internal culture, employee satisfaction, service quality, customer loyalty, and financial performance.

Many dental practice owners believe that increasing profit means treating more patients, but that is not always true. Sustainable growth often comes from working smarter, not harder. By focusing on treatment mix, pricing, chair-time efficiency, and cost control, practices can improve profitability without adding pressure or expanding patient numbers. Optimise Your Treatment Mix Every treatment you offer has a different margin. High-value elective treatments such as whitening,

Every dental practice operates within a unique local environment. Understanding that environment in detail can be the difference between simply surviving and truly thriving. By using local area intelligence such as demographic data, competitor insight, and patient trends, practice owners can make smarter, evidence-based business decisions that drive growth and stability. Understand Your Demographics The makeup of your local population directly influences the type of services