Jan, 15th, 2009

expense and the discomfort. If you do require this
procedure you’ll want it to be done at Dr.
O’Neil’s office; it’s actually
pleasant and that is a tough act for a dental office!

Dr. O’Neil’s entire staff - and I mean
all - greet you with a smile. They talk to you and make
you feel at ease. I’ve never seen an attitude
other than friendly by anyone - ever!!! The office is
impeccably clean and modernly decorated. The waiting
room while small has a friendly, clean and appealing
atmosphere with plenty of magazines to read. The
receptionist offers a printed card providing several
complimentary, comforting beverages.

While you are in the chair they offer a diverse
variety of music or movies to experience while you wait
or are being worked on. The assistant nurses are
empowered to do whatever it takes to ensure you are
comfortable and they are always checking with you. The
nurses are also empowered to do additional work that in
some dental offices is only performed by the dentist.
At first I was a little concerned by this, however, Dr.
O’Neil has trained them so well that they perform
these tasks flawlessly. This includes making the
temporary crowns.

This type of empowerment not only builds the skills
and abilities of others it also engenders trust,
loyalty, and confidence in his team. They all work as a
team, communicating what is needed to ensure the
customer is handled on time and gets premium treatment.
For example, they call out each other’s name and
ask for help; the response is immediate with no
complaining about having to assist a colleague. They
update Dr. O’Neil as needed by direct
communication in a very professional manner and tone.
You can tell it is one office with one goal - to
service the patient.

How many of our offices run like this? When your
customer comes in are they treated as special? Do they
see the different roles and responsibilities or is it
transparent to the customer as it should be?

Notice I’ve not said one thing about Dr.