Top 3 ways you might offend your customers

December 9, 2013
Issue 10

1. You ignore their-or their patients’!-requests Every lab tech knows how frustrating it can be to get specific instructions that you know will be very difficult or just plain won’t work.

1. You ignore their-or their patients’!-requests

Every lab tech knows how frustrating it can be to get specific instructions that you know will be very difficult or just plain won’t work.

But that doesn’t mean you can just ignore requests because you know they won’t be the ideal solution. Take the time to work with a clinician to explain why a particular esthetic desire isn’t the best option. In the end, assuming they’re a good dentist, they’ll appreciate your advice-and so will the patient.

2. You either over- or under-communicate

It’s easy to miss the importance of email and phone communication. You’re in the middle of your day, and trying to respond seems like busy work. But it’s vital, so carve out some space each day to get back to clients about questions or concerns. The other side of the communication coin also can be annoying, though. If you’re constantly sending out marketing materials or bombarding clients with information, that can lead to frustration on their part. 

3. You don’t explain why your method is better

You’re a great technician who has honed your artistry to perfection. But that won’t matter to a customer who doesn’t understand why you won’t do what they asked or exactly why what you’re doing is so important. Help each client understand why you’re doing what you’re doing and why the way you do it is preferable to what they could get elsewhere. They’ll feel like you’re both on the same team, and it will keep a great relationship going