A few weeks back I took my car to have the oil changed. As I sat in the lobby, I looked around and started seeing several ‘little things’ that really began to make an impression on me. Some of these things were: a fully stocked mini-fridge with free water and other beverages, actually comfortable chairs, including a massage chair, and a separate kid-friendly area with toys. I was in-between a few phone calls and partially distracted, so I didn’t put it all together until later why in the world an oil change place would care about these details. But, as I drove away that day, I realized that it was because this place understands that customer service matters.
This place was seeking to create a place that people didn’t mind spending their time, even though it is usually a bit of an inconvenience and there is a great potential for people to leave in a bit of financial pain. This struck me as important, because as I looked around their waiting room, I actually thought to myself “I wouldn’t mind bringing my kids here if I had to, at least they’d have somewhere to play”.
At Treetop Pediatric Dentistry, we believe that customer service matters and it is our mission to create a pediatric dental office in New Braunfels that educates and serves patients, parents, and the community.
My oil change place also valued the education of its customers. This was demonstrated as I was waiting when the manager flagged me over to talk about my car. Now, when this happens either at the auto shop or the doctor’s office, is it ever a good sign? When the guy in charge wants to talk to you, expensive things tend to follow. I usually get nervous and prepare for the worst news (“your car needs a new engine”) and lots of language and words that I don’t really understand. I find myself nodding and saying ‘okay’ a lot and walking out with my credit card in hand to take care of whatever needed to be done without really grasping what just happened.
What I noticed was different about this place was the manager took his time to walk me through, step-by-step, everything he checked and what specifically needed to be done… and probably most importantly, why it needed to be done. When he showed me what my transmission fluid looked like compared to what new fluid looked like, it made sense that mine absolutely needed to be flushed out. And when he realized I actually didn’t know where the major components of my engine were, he took that extra minute or two to point out things like the air filter, oil thing, and radiator stuff and explained and showed me how to look at each thing. Not that I necessarily retained it all ;-), but I walked out feeling very comfortable, happy, and more knowledgeable about my car.
So how does this relate to pediatric dentistry? It is the mission of Treetop Pediatric Dentistry to have the same educational approach for the treatment of all of our patients and our parents. We want you, the parent, to have an outstanding experience at our office. So much so that you walk out of our office with a full understanding the status of your kid’s teeth, any recommended treatment options, who to talk to if you have questions. We want you to know that it’s okay to ask questions, lots of ‘em, and we won’t let you leave until you feel comfortable with your child’s visit and next plan of action. Dr. Brandon and the team will explain treatment options to you in terms that are easy to understand for both you and your child, and most importantly, show you when we can. Parents are the most important part of the pediatric dental team, because they are the ones on the job around the clock. At Treetop, we want to help you understand the best ways you can help care for your child’s dental needs by demonstrating, discussing, and equipping you with the best knowledge and resources we have. So, to sum it all up – customer service matters, because people and parents like you matter!
Give us a call today to learn more about our new patient orientation, we can’t wait to welcome you to our practice. And, if you are needing an oil change, I highly recommend the Express Lube #19 on Walnut.
-Terry Lind
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