A trip to the orthodontist can be a positive experience; just ask the adult and
child patients of Dr. Gen Orthodontics.
With offices in Lyndhurst and Twinsburg,
exceptional customer service and personal
care are an integral part of the corporate
culture. Dr. Felix Gen says these foundations establish value that goes beyond price
competition.
The best way to provide good service is to
establish a good relationship with customers. Dr.
Gen’s patients are asked
about their hobbies, families, likes and dislikes,
and the information is noted on their chart
and reviewed by staff before each visit.
Employees conduct a huddle each morning to discuss the patients who have
appointments that day and the unique
needs of each patient. At the end of the day,
staff members choose two patients who
were successful in their part of the orthodontic treatment or those who need a little
extra encouragement; those patients
receive a “care-card” signed by all team
members.
Gen offers a “Shining Star” incentive program for child patients to maintain excellent oral hygiene. Whenever a child has a
cleaning by his or her general or pediatric
dentist and has no cavities, the dentist
signs a special card provided by Gen’s
office.
When the patient brings the signed card
back, he or she is entered into a drawing to
win personal televisions, DVD players and
iPods.
Customer care doesn’t happen on its own,
and Gen’s employees receive a book of customer service scripting because he says
knowing how to handle every situation —
and what to say — is an invaluable tool for a
service-oriented business. When the rare
service defect happens, every employee is
prepared to make up for a negative experience with several positive ones.
HOW TO REACH: Dr. Gen Orthodontics, (216) 291-3525 or
www.brace4success.com