Orthotown November 2019 - 8
embrace progress
At Your Service
Worthy practice takeaways from an unlikely source
by Dan Grob, DDS, MS, editorial director, Orthotown magazine
As is usually the case, a recent experience
of mine prompted me to pen an anecdote
that I believe benefits Townies and those
who provide, in addition to straight teeth,
outstanding customer service.
I'll describe an out-of-the-dental-field
experience, as well as what many of our
colleagues and perhaps even ourselves are
doing to let people know who we are and
what we're up to. Who'd think that a visit
for auto service would be the event that
triggered me to recall the experience, digest
it and, most of all, try to write it down? As
you'll read, it's not just the initial service
(or sometimes lack thereof ) but also the
follow-up that's important.
Beginning navigation
The experience started a month ago with
emails and texts. These days, automobile
manufacturers know my auto better than I
do, and it's difficult to leave the dealership
without signing up for some service program
that the manufacturer offers.
You know the drill: The fi rst year is
free but you need to give them your credit
card, and then after not thinking about it
for a while, lo and behold, your account
is dinged for the next year of monitoring,
service and emergency repairs and calls. In
my case, after flagging, ignoring and hoping
that the automated reminders would stop,
I had time to respond and scheduled an
appointment for what I believed would be
a simple, routine checkup on my vehicle.
Cruising to the appointment
Because I have the time and enjoy
meeting people, I made the appointment
in person at the dealership. They were a
bit surprised-and the experience was a
bit frustrating because I got shuttled to a
few counters before eventually making an
appointment for the next day. That morning,
I was greeted in the driveway by an attendant.
I could see that the dealership has done this
before, especially with the early morning
rush, because attendants moved almost a
dozen watch-glaring, toe-tapping, "I've got
better things to do" customers through their
system to get the vehicles registered and the
clients on their way.
A welcome detour
When it was my turn, the attendant
checked the computer and told me who my
service adviser would be. The paperwork was
filled out in advance. (What a nice touch!)
I was quizzed regarding my rental
needs and was shown the counter for
that, which was an uneventful and
usual process involving license,
insurance and credit card. It
was the $20 fee that I found
interesting; turns out it covers a
bunch of issues that auto renters
would prefer not to deal with. This,
I thought, was a pleasant surprise:
We all know how annoying it is to
stop at a gas station when returning a
rental car. This fee covered windshield
8
NOVEMBER 2019 // orthotown.com
http://www.orthotown.com
Orthotown November 2019
Table of Contents for the Digital Edition of Orthotown November 2019
Orthotown November 2019 - Cover1
Orthotown November 2019 - Cover2
Orthotown November 2019 - 1
Orthotown November 2019 - 2
Orthotown November 2019 - 3
Orthotown November 2019 - 4
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Orthotown November 2019 - 7
Orthotown November 2019 - 8
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Orthotown November 2019 - Cover3
Orthotown November 2019 - Cover4
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