Build it better, not just bigger
Our partners ActionCOACH want to show you that scaling a business doesn’t mean losing your personal touch. Here's Kunal's story, taken from the ActionCOACH Business Growth Podcast series which you can listen to on Apple and Spotify.
Lessons from a non-dentist who built a dental empire
3 years ago, Kunal Thakker, a former banker left his career behind to start a new kind of dental business.
He wasn’t a dentist. But he knew how to build a team, understand people, and, crucially, run it like a business, not a job.
Today, that business has 12 clinics and 230+ employees, bringing in over 600 new enquiries daily. All built on one key mindset – focus on experience, not just expansion.
Patients aren’t just numbers, they’re treated like individuals. The team doesn’t just provide treatment, they connect. That’s what sets the business apart and what keeps it growing.
The formula behind the growth
One of the key ActionCOACH frameworks that helps businesses grow like this is simple:
Systems are important, but so is the human touch
Here’s how it works.
- Build rock-solid systems for the things you repeat. How do you greet customers? How do you handle leads? How do you track feedback?
- Then train your team to spot and respond to the nervous client, the confused caller, the extra mile moments.
This dual approach means you protect consistency while still delivering standout service.
Letting go to grow
To build a real business, you must stop being the doer and start being the recruiter.
From day 1, this business owner hired an ops manager. He knew that doing everything himself would stall growth. His role? Build the team, share the vision, lead.
It’s the same shift that many business owners resist until they realise the ultimate goal is to grow a business that works and scales without them.
Your move
Want to build something great? Start with systems, lead with people, and be willing to let go of the doing.
Where could you step back, so your business can step forward?
Next steps
ActionCOACH specialise in coaching that could help you achieve your business ambitions. Santander customers can claim a free session with an ActionCOACH business growth specialist.
You can hear more about Kunal’s journey in his episode of the ActionCOACH Business Growth Podcast:
