Small Mammals and My Dentist

by Ed Bennett on February 8, 2009

in Customer Service

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, Leikin Baylin 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 3pm I was home with a temporary. The staff was genuinely friendly and helpful – not just with 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 really 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 8am 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

{ 5 comments… read them below or add one }

Daphne Swancutt February 8, 2009 at 12:00 pm

Love the mammal! I wonder if your dentist’s office was using an outsourced call center or whether they handle the customer service above internally?

Also, I think dentist’s need to go the extra mile because no one wants to go to them!!! :-)


Ed Bennett February 8, 2009 at 5:37 pm

Daphne – you are correct, they use a service from I’m sure there a good ROI for the practice, via a decreased number of missed appointments.


Scott Levy February 8, 2009 at 4:53 pm

Hey Ed !

Just found your blog. Thanks you so much for the positive comments. The patient surveys get read at our Bi-monthly staff meetings so I look forward to reading yours. Cool blog and be wary of those Mentos! I just signed up for Twitter and am getting up to speed with that. Thanks again.

Dr. Scott Levy


Ed Bennett February 8, 2009 at 5:34 pm

Cool – my dentist reads my blog. I have a feeling that appointment confirmations via Twitter will be soon be an option. Scott, thanks again for taking care of me, I’ll see you in a few weeks.


Scott Levy June 21, 2010 at 11:08 pm

Hey Ed,

Hope you’re doing well. Just wanted to let you know that I joined a new practice at
8651 Fort Smallwood Rd
Pasadena , MD 21122
Ph: 410-437-3773 .

Hows the blogging going ?? Hope all is well.



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