“It’s nice to see you smiling! Is your headache better?” the office manager asked with genuine concern. Days earlier, you see, I had cancelled my dental appointment due to an unexpected migraine. Mmm, stamp me impressed she remembered my brain pain even if her memory was jogged by a prior database notation. By the time I left this office with my shiny new crown, I crowned them “Best Dental Practice!” Here’s why:
1. Time Sensitive. If you’re like me, waiting one second beyond my appointment time for anything can cause minor irritation. Just the opposite happened in this office. Quickly I was whisked to a chair when the hygienist approached saying, “The Doctor had an emergency this morning and is running about 20 minutes late. Given this situation, we would like to offer you a complimentary cleaning I’m prepared to start now if you’d like.” What?! You mean you are going to provide a value-added service rather than just let me sit here and waste time on Facebook? Stamp me impressed. Yes, please sparkle my chops.
2. NOT “It’s our policy” Sensitive. As a night time grinder who refuses to wear a mouth guard, the crown I cracked was only 16 months old, four lousy months past the guarantee. Shelling out another grand to chew food ranked low on my happy list. Imagine my surprise when I went to pay and heard, “Oh, no charge, Colette. It’s our responsibility, and we will talk with our lab as that shouldn’t have happened.” What? You’re not going to stick to your policy and make me cough up more coin?!
Research suggests unhappy customers tell up to 20 people. I’ve already blabbed to more people about my crowning experience at Keon-Jung Kim Dental in La Costa, and I’m not done yet!
Do you need to polish up your practice?