06 Jul ‘Say Ah…mazing customer service’

Dental surgeries – nobody’s favourite place. Except maybe dentists’ accountants.

Still, a necessary visit twice a year for teenage son and the purse-holder.

So we turn up for our six-monthly check up and are relieved and maybe even just a little bit smug to be told that our teeth are the very picture of health. But there’s a tiny niggle in teenager’s head – one of his teeth is slightly misaligned. Nobody notices it, it doesn’t cause him any problems, but should it be sorted out now rather than risk regretting it in ten years’ time? We ask the dentist for his advice.

And the dentist gave us his personal recommendation – that we sort it out now with an invisible brace. He’s seen lots of people come to regret not acting when the teeth and jaw are still growing, when it’s quicker and easier to rectify. There’s no pressure at all, no blustering, just an honest opinion, which is exactly what we asked for. We say (with a straight face) that we’ll chew it over.

The next day at home, a letter arrives, addressed to teenage son. It is from the dental surgery, setting out exactly what the dentist recommends, and detailing costs. £3000 worth of costs, so we sit down and think about it.

We quite quickly agree that for lots of reasons, teenage son does not need to be dealing with a brace right now (phew!). So we decide to leave well alone. After all, he doesn’t mind his slightly wonky tooth at all and it’s not causing any problems.

But then the surgery ring, a wonderfully polite and understanding receptionist asks whether we got the letter and what we are thinking of doing. Again, no pressure, just a genuine desire to help provide the best care to their clients. We discuss the reasons why we’ve decided not to go ahead.

“That’s fine, we understand. I’ll put a note on his file and we can have a chat again at his next visit in six months.”

And that’s it. Brilliantly simple, caring customer service.

How many vets follow up recommendations in writing, with estimated costs?

How many vets give a clear recommendation come to think of it, but that’s another blog altogether!

We think it’s a great idea, and as clients we valued the clarity of advice just as much as we felt that they understood our emotional reasons for not going ahead.

So guess what, we’re recommending our lovely dentist to everyone we talk to.