When a patient left Dr. Felix Gen’s practice to move to Chicago, the orthodontist
helped make the transition as easy as possible. He called several dentists in the
Windy City for their recommendations,
settled on a respected area orthodontist,
and then called him personally to discuss
the patient’s active treatment plan.
Many executives would scoff at such
accommodation. But at Dr. Gen
Orthodontics, Dr. Gen and his team are in the
business of creating smiles whether a patient
is walking in or out of the door.
This emphasis on customer service begins
before anyone steps foot inside the practice’s
Lyndhurst or Twinsburg locations. When
patients call to schedule their first appointment, they’re asked about their hobbies, families, likes and dislikes. These answers are
noted in the chart and are always referred to
by the Dr. Gen team when the patient visits.
Establishing a comfortable patient experience involves more than simply showing
interest in their personal lives. The orthodontics staff regularly follows up with cards
signed by every team member or phone calls
from Dr. Gen himself.
For children, the office has established the
“Shining Star” program. When a young
patient has a cleaning and has no cavities, the
youngster is entered for a prize drawing that
includes personal TVs, DVD players and
iPods.
While Dr. Gen may not hand out free iPods
to college students and traveling executives,
he does reward their patronage by offering
flexibility. He frequently meets with them on
Saturdays or Sundays when the office is otherwise closed. He also provides his cell
phone on the office answering machine if
they need to call with an emergency after
hours.
And, should they happen to move, he’s
more than willing to make a few phone calls
himself.
HOW TO REACH: Dr. Gen Orthodontics, (216) 291-3525 or
www.brace4success.com