A few weeks ago I needed some emergency dental work, having lost a half a molar to a sticky Mentos. My dentist retired last year, and I hadn’t found a new one. Fortunately, my wife and daughter had recently switched to a new dental practice, Catonsville Dental Care, and were pleased with the doctors and staff. Pleased is an understatement – they recommend them anytime the subject comes up in conversation. It’s true word of mouth marketing.
I called at Noon and was in a chair one hour later. Dr. Scott Levy said I needed a crown, and by 3 pm I was home with a temporary. The staff was genuinely friendly and helpful – not just to me, but with each other. It’s a small practice in a nondescript strip mall, but the facilities and equipment were spotless and up-to-date.
The entire experience was positive, but it was the follow-up that impressed. We scheduled an appointment for the permanent crown, and they asked:
“What’s the best way to reach you for appointment reminders?”
“What are my options?”
“We can mail a postcard, leave a phone message, email a reminder, or send a text message. What works for you?”
Sensing an opportunity for this blog post, I asked for the works. 24 hours later, there was a thank-you email with a link to a customer satisfaction survey. Three days before my appointment there was a reminder email, a text message, and a voice-mail. The email had directions, instructions for re-scheduling – everything I needed in one message. At 8 am on the morning of the appointment, I received one last text message with call back instructions for last minute cancellations. And yes, there was a postcard in the mail.
Please note that they don’t use Twitter, Facebook, or any of the other Social Media tools we use, but they are still far ahead of larger medical practices. The small mammal reference? Go here for details.