MY BEST CLIENT EXPERIENCE | Long Time Franchisee Goes Back to Basics to Gain New Customers

Name: Scott MarxScott Marx

Dentist’s Choice Franchisee Since: 1996

Service Area: Greater Detroit Area

Scott Marx has been a part of The Dentist’s Choice for over 20 years. Originally, his father sold the family business when Scott began college and began researching franchising. By the time Scott graduated and had spent some time in corporate America his father was ready to launch his Dentist’s Choice franchise. After some consideration Scott agreed to move home to be part of the new business. Over the years their franchise has expanded to two and a half territories. What was once a small and simple operation has grown to a business with a large office space and about five employees and technicians. 

QUESTION AND ANSWER

DC: Describe your most memorable customer experience.

Scott: Over the years there have been a lot of positive and memorable experiences, but one that happened more recently brought me back to the basics. One office had some very high-end electric handpieces, which are very expensive, that needed to be repaired. With this type of handpiece, dentists are picky about their service and may choose to send it back to the manufacturer. The manufacturer quote for this office was very high. Fortunately, we were doing some local marketing in their office just in time before they sent the pieces to the manufacturer. The office liked hearing we were more cost effective and faster, and they were sold on us.

DC: What happened next?

Scott: Overall, it was a pretty regular job. We repaired the pieces without issues and returned them in a timely fashion. The dentist was adding onto her current office, so we did service on quite a few pieces and even helped her purchase some refurbished pieces from us. After we returned everything in working order, her office sent us a thank you package. It was such a surprise for what I thought was such a regular job.

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

Scott: We provided the expected service, and really wowed her with it. It just goes to show that the foundation of The Dentist’s Choice – providing quicker and less expensive service – can really be a big sell. This selling point, along with good customer service, can go a long way for current customers and for building a future customer base.

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.