June 30, 2008

World Class Customer Service Awards: Dr. Gen Orthodontics ; The Business of Smiles

By Anonymous

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

Copyright Smart Business Network Jun 2008

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