The day of the extraction arrived and I was greeted by the assistant who took me back to the room, clinically answered my questions, administered the nitrous oxide and got me ready for the doctor. (Yes, I basked in the euphoria of the nitrous until the doctor came in.)
I expected a little conversation and information from him before the procedure, but he plunged into the tooth extraction with just a “hi” to me. When he was done (in what seemed like 2 hours though it was probably 20 minutes), he left the room and that was the last I saw of him. In his defense, he did call that evening to check on me. But a little friendliness the day of the procedure would have helped! What could he have done?
- Acknowledged that it was going to be an unpleasant experienced.
- Asked how I was doing a few times throughout the procedure.
- Told me what to expect.
- Recapped what he had done
- Do you acknowledge that your service might be slightly inconvenient? That the homeowner might have to do some preparation work?
- Do you express your concern for your customer?
- Do you tell your customers what to expect of your service?
- Do you summarize what you did?
P.S. The endodontist was one of the best in St. Louis and I had no swelling or post-op pain (and I’m grateful for that) . . . but a little friendliness would have helped! I may be spoiled by my regular dentist who excels at all these “little” things!
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June Van Klaveren, owner of Compelling Communications, Inc., helps companies market their products and services. She can be reached at 800-779-0067 or at firstname.lastname@example.org.