Why do most dental practices get worse at phone skills over time instead of better? Because experience alone makes you worse, not better. There's a curve I think about a lot, and it bends down, not up, when you practice without feedback. Look at a New York City cab. The driver has years behind the wheel and the ride still stinks. The car is dirty, the experience is forgettable. Then Uber shows up. Same job, same streets, but now there's a review after every ride, and suddenly the worst Uber beats the best taxi you ever took. Years didn't fix the [...]