Everything I ever need to know about customer service, I learned from my dentist! (Part Three)

In Part One and Part Two, I set the stage for how I feel my dentist taught me the basics of customer service.

After our long discussion in his regular office, sitting at his desk instead of in the torture chamber, my dentist and I come up with a plan. First order of business is a long overdue cleaning. He asks me if I am scared of that part. I'm not. In fact, I find that most hygienists are very conscientious and try to be pleasant and careful. We schedule the cleaning, x-rays and such for just a few days away.

The hygienist has concerns once she's cleaning. My teeth are extremely sensitive, and she uses warm water for the rinses (nice, much better than cold!) After a very long cleaning session and a full set of x-rays, I sit and wait for the dentist to come see me.

While I am waiting, I look around the office. There are a few personal photos of children on a shelf. A computer terminal, cupboards and drawers nicely organized. No implements of torture in sight. The posters on the walls aren't of teeth and gum disease, but posters of magicians. Houdini and other old-timers in every corner brighten the walls. Then I notice the window is slightly opened. No wonder I don't smell that stench of antiseptic!

After a few moments, the dentist approaches. He's got the smock and the funny goggles on now, but I can see his kind eyes. He speaks gently and asks how I'm doing. I'm nervous now, and my muscles start to tighten. He tells me there's nothing to worry about... no shots or drills today. Today is just for planning. Then he flips on the computer monitor and up pop my x-rays. Turns out he's pretty state of the art here. He takes digital photographs of the teeth too, and he can access them from any computer in the building. I'm impressed he's got a handle on the latest technology.

We review my x-rays together, along with the photos. Occasionally he uses mirrors and the handle of a tool to show me something in my mouth. He's smart not to poke with the sharp end. He continues with his gentle and kind demeanor, even when he delivers the bad news, like "crown" "root canal" and "filling". He also advises me that until all the work is done, he wants my teeth cleaned by the hygienist every three months.

We get down to brass tacks about the work to be done. Because of my fear of needles and his objection to the gas, he prescribes a medication for me to take prior to my appointment. He assures me this will take the edge off. In fact, I will need a ride home - and a day to sleep it off!

The first time I come in medicated, I end up being sent home. The dosage wasn't high enough and he didn't feel it would be a good idea to push. He writes another prescription and I come back. We do one side, upper on my mouth that day. A week later we do the other side, then two visits for the bottom.

Each time he had to work on me, I would receive a call that evening to see how I was doing. Twice it went to the answering machine and he left his home phone number asking me to call if I had any problems. I'd never had a dentist follow up like that, and I was impressed.

Only one more section of this blog to write, and I'll wrap it up by telling you what this all has to do with customer service and real estate.