Scott Greenhalgh DDS - Cosmetic Dentistry

Tuesday, May 19, 2009

The Power of Unexpected Service

I recently attended the 25th annual session of The American Academy of Cosmetic Dentistry. It was a great meeting presenting cutting edge advancements in cosmetic dentistry techniques.

It's typically a very large meeting with thousands of dentists from around the world. With the economy being somewhat uncertain this year, I think it also filters what practices are really committed to cosmetic dentistry, and which just want to be on the bandwagon. In fact, this year only 900 dentists worldwide attended this meeting. I anticipate having the exact number of dentists from Colorado that attended, but I would guess about a dozen at the most from all areas of the state.

At big functions, customer service typically goes out the window because it's a captive audience. I have to say I had a number of really unexpected great experiences throughout the week.

For example, before you can enter any of the lectures, you have your registration badge bar codes scanned. Typically these are people who have to sit at a table all day for hours. Not exactly fascinating work. I met probably the friendliest person of the whole week at one of these check in areas. I happened to have a number of my seminars in the same room, so there she was day after day. She used my name, "Hello again Dr. Scott!" and was all smiles.

A number of years ago one of my study clubs brought the Ritz-Carlton to Denver to teach us the "Customer Service Secrets of the Ritz-Carlton". Rule number one- "Always give a warm welcome". This was a talent for her, she genuinely enjoyed welcoming people.

We hope you'll leave with that same happy feeling when you visit our cosmetic dentistry office.