MY BEST CLIENT EXPERIENCE | Provide Good Service, Get Return Customers

Name: Bo Smith

Launched Their Dentist’s Choice Franchise: August 2011

Service Area: Fort Worth, TX

Bo Smith worked for AT&T doing repairs and installations, but the corporate environment was changing. It was no longer providing him the balance he once enjoyed. Bo was good at repairs, but always also loved working with customers. He decided to leave his job and began searching for new business ventures. The Dentist’s Choice provided Bo the best of both worlds, allowing him to continue using his repair skills while also getting facetime with his customers. He has owned and operated his franchise for six and a half years and hasn’t looked back.

QUESTION & ANSWER:

DC: Describe your most memorable customer experience. What challenges arose?

BO: I had recently secured some new business. A local competitor sometimes services this company, but I was excited for a new opportunity. My competitor tried to make better deal and win back the business. But, the dentist’s office contacted me to let me know the competitor had quoted them a much lower price.

DC: How did you resolve it?

BO: I couldn’t match that price, but I could still provide my usual reliable service. I offered to hold a lunch-and-learn workshop with some of the practice’s other offices. They told me not to worry about a lunch-and-learn, that they like my service and encouraged me to just keep doing what I’m doing. That one office was happy and convinced the other practice’s offices to hire me.  We have a really good relationship.

DC: What made this experience standout?

BO: I provided them an affordable repair and I promised them that as long they approve estimates they will have their equipment back in their office in two days. It felt good to stand confidently behind my work.

DC: What key takeaway did you have from this experience that others can learn from?

BO: This is one of my favorite stories because my work speaks for itself and I didn’t have to do anything different. I didn’t have to spend any extra money to keep their business. If you do good, quality work, then business will come back. And, hopefully your customers will recommend you to their colleagues.

ABOUT THE DENTIST’S CHOICE

Founded in 1993, The Dentist’s Choice is a nationwide network of community-focused dental handpiece repair experts, providing quick and cost effective repair services on handheld tools used by every dentist. Local franchise owners pick up handpieces from dentists’ offices in their markets, repair them in their lab and typically return them within a week. Focusing solely on handpieces, The Dentist’s Choice concentrates on high speed, slow speed and electric handpiece repairs, sonic scaler and attachment overhauls, and fiber optic replacement services. For more information, visit thedentistschoice.com. For franchise information, visit dentistschoicefranchise.com or call 239-222-5581.