Why I Love Going to the Dentist
He went to him and bandaged his wounds, pouring on oil and wine.
Luke [10:34]
Now it may seem a little strange, and over the top, for me to say, I love going to the Dentist. But it is true and let me explain why. It is not fun to have a toothache or to need a root canal—all of which I have had to experience recently. And anyone who has had a toothache can attest it’s not a pleasant time. For me, I knew I would find a caring and compassionate answer at my Dentist’s office.
As a person who studies businesses, I get great joy when I discover a company that is well run. I have found this with my Dentist, Dr. Heath Lefberg.
A week before my youngest daughter’s wedding, I developed an infection in my front tooth, which had a root canal long ago. So, needless to say, this event was very untimely. On top of this, I was to be the minister at her wedding. So I called Dr. Lefberg’s office and was immediately and sympathetically given an appointment that day.
Dr. Lefberg quickly assessed the problem and told me my situation was very complicated and would require a complex procedure to fix. He could not perform the procedure, and I would have to go to an endodontist specialist. But first, he wanted to get me comfortable and able to complete my daughter’s wedding. So his goal became to get me through the following week and my daughter’s wedding, which he did with a required course of anti-biotics and Advil.
After a few difficult days, it worked. Finally, I was able to be pain-free and perform the wonderful task of marrying my daughter. In the meantime, Dr. Lefberg stayed close in following my progress, as did the office staff.
When I returned from the wedding, I went to Dr. Lefberg’s office for a follow-up. As I entered the waiting area, the receptionist and office manager immediately asked how was I doing and how was the wedding? These questions weren’t superfluous. Instead, they were sincere expressions.
I have found this whenever I call the office as well. They are people who care about their patients and go out of their way to make them as comfortable as possible. But, like any cultural attitude that exists in any business, it starts at the top.
When I watch Dr. Lefberg interact with his employees, I find a person who cares about their opinions and talks to them respectfully. In turn, it is reflected in how we, the customers/patients, are treated. Their efforts are always sincere and warm towards those of us who visit the office.
Dr. Lefberg himself asks me about my work as a Christian author. To my surprise, I have found he is a great student of the bible and its history. Most of the time, during my appointments, we talk a little about my work during my visits.
As I have thought about the business model for Dr. Lefberg’s dental practice, it’s centered on excellent customer service. And I have concluded that for any company to have excellent customer service, two things must be aligned; the leader’s desire to have a great customer service culture and have positive employees whose mindset matches the leader’s. Both must exist, or one side will doom the culture.
Indeed, I find both sides working harmoniously in Dr. Lefberg’s office. When I think about the Good Samaritan story, I see an excellent example of two sides working together. We all know this story of a Samaritan person finding a person in need on the side of the road. Two religious people pass him by. While the Samaritan man stops his journey and tends to the person’s wounds. Then takes him to an inn to rest for a few days while he goes on his journey for a few days.
Here is where the story takes an unusual twist. The Samaritan man asks the innkeeper to help out. Certainly, taken care of a person wasn’t on the innkeeper’s to-do list. But, likely, inspired by the compassion of the Samaritan man, the innkeeper takes on the role of helping out. Many miss this part of the story, but there are many times another person exists in most efforts to help out.
Providing great customer service is similar. First, there has to be a leading example of being empathetic to customer needs to the point of stopping to help the customer out. Second, like the innkeeper, positive employees must exist to carry on the task of helping the customer. To have excellent customer service, it starts at the top and is finished by the employees
Jesus uses this example as a lesson on what loving thy neighbor means. It also applies to any business. It is a message of worrying about the customer first and not our scripted to-do list. Positive people always find a way to both provide excellent customer service and their to-do list. Like Dr. Lefberg’s office, they still get their job done and provide excellent customer service.
