Excelling at Customer Service…

Supportive Assistant

I had my wisdom teeth removed about four weeks ago. Yes, my gums still are sore and yes, it hurt quite a bit. Thankfully, Dr. Dolce had given me all my prescriptions days before my procedure so I could begin my meds (including my pain medication), once I got home from the procedure.

Anyway, the procedure took about 2 hours. We had it scheduled for 60 minutes but my two lower wisdom teeth had roots growing toward the back of my neck so they were challenging to extract. On a beautiful Friday afternoon, this was the last thing I wanted to be doing but no turning back now.

Dr. Dolce has two assistants – one assistant stayed with me during the entire procedure and the other assistant was on hand during the challenging parts of the procedure. The permanent assistant was kind, attentive and supportive. While I listened to my podcast during this procedure, on multiple times, if my earplugs fell out, she’d put them back in my ear and she watched me and paid attention to see if she could assist. Do I need water? How’s the level of nitrous oxide? Are you comfortable? Is everything Ok? In other words, she didn’t just ask questions to keep me busy, you could definitely tell she was a good listener and tried to anticipate my needs.

Granted, all assistants have a job to do but I was impressed by how she handled it with such a personal touch and respect. I watched her during the procedure addressing my needs with a level of empathy I seldom see. Of course there’s a lot of discomfort from time to time but I’m reassured that she did what she could to make it as palatable as possible. She is being remarkable by her level of focusing on the customer.

Even though I was in no condition to chat with her right after the procedure, I talked with her after my follow up visit and told her how much I appreciated her care and empathy during my procedure. She was nothing but appreciative about my compliments but she was quite modest – thinking this was just part of her job.

Dr. Parker of Vernon Hills Dental Center

I went to a new dentist a few weeks ago, his name is Dr. Parker or do you prefer Steve “Painless” Parker. I like the dental center’s hours – the fact that I was able to schedule a dental cleaning at 6 pm on Monday evening was convenient indeed. I used to go to a dentist in Antioch which is about 45 minutes north of here and the last appointment was typically at 4-4:30. This meant I had two options – leave work early to make the late afternoon appointment or schedule something on Saturday morning.

Vernon Hills Dental

From MerchantCircle.com

He asked what I did for a job or career. He appeared to be genuinely interested. I couldn’t respond to many of his questions except some brief mentions of quality and process work and he related it to some of his experiences with quality while serving in the Navy for many years.

He’s honest, he recommended an electric toothbrush, not that he gets any compensation for that but felt in my situation with excess surface, the electric toothbrush could do a good job covering that excess surface. After mentioning this, he asked his assistant to find a coupon for the electric toothbrush. I’ve never had a dentist do that before – pleasant surprise.

I balked at X-rays initially but he took a few minutes to explain why. X-rays sent from my previous dentist were not complete and he needed to see the bottom of one of my teeth.

Dr. Parker appeared to do a good job with the cleaning and told me if I flossed every day, I’d be in the 3 percent club…I guess a goal to consider? He shook my hand before and after the cleaning. Overall, nice experience as a client of Dr. Parker’s at the Vernon Hills Dental Center. I certainly will return and indeed, this would qualify as fine customer interaction or as I sometimes say, Empathica Service.

Kevin Schwarm

I have over 25 years of professional experience in business, information technology (IT), and customer service. Industry experience in retail, medical insurance, higher education, non-profit, financial services, and property and casualty insurance. Customer focused professional interested in providing value (save time, money and aggravation) by evaluating and analyzing information, services and products with a unique perspective.

2 Responses

  1. well said and written! Thanks so much

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