All doctors and dentists should take a lesson from Collins Dental in customer service. On Tuesday, I had an appointment for a filing at 3:45p. I arrived around 3:40p to a room full of patients and the staff was on the phone. I heard the office manager say that they had a number of emergencies on Tuesday. I could tell it was going to be a while and pulled out my iPad to get some work done. One by one all of the patients went into the office until there were only two of us left.
I was called back about 30 minutes late. I really wasn’t frustrated because I have come to expect that I had to wait for all doctors and dentist. To my surprise, Dr. Collins apologized for the wait and handed me two tickets for a Regal movie. I explained that it was okay, but he said he didn’t like his patients to have to wait.
I find this behavior very rare in the medical world. Most of my doctors seem to have the attitude that their time is much more important than mine so if I have to wait an hour or so, well that’s just the way it is. It was refreshing that Dr. Collins realized my time was as important as his.
All it took was a simply apology and a couple of movie tickets to turn a bad experience into a good one.
Dr. Collins is a great dentist who clearly cares about his patients. You can check him out for your self at www.collinsdentalcare.com
