The thing about customer service is that when it’s good, it’s good.

And when it’s great, it’s so good…

But when it’s bad, it’s horrid.

Customer service, in reality, is like a bucket full of water.

When the bucket has a hole in it, or multiple holes and leakage points, it doesn’t matter how much you keep filling up the top of the bucket, water will keep leaking away through the holes until those holes are plugged.

Or the bucket is empty…

When the bucket has holes, some people don’t mind paying for more water to continually fill it up.

While others may choose to stop, and plug the leaks, realising that a bucket with no leaks is better than a bucket with uncontrolled leakage.

I couldn’t see the logic…

To me, attracting dental patients to a dental practice and not offering them complete care and follow up was totally illogical.

To me, dental patients with treatment not done, not diagnosed, and not presented to them represented a liability to those patients, while the necessity for that uncompleted treatment needing to be completed crescendoed into something more acute…

And for dental professionals to blatantly turn a blind eye to the leakage of patients with incomplete dental treatment from within their practices… well to me, that’s simply supervised neglect.

Even dental hygiene that is performed incompletely, and is not supervised in the long term, is neglect.

It’s definitely not showing a display of caring customer service.

To me…

To me, the general public out there do not have dental degrees, and so those who choose to go to the dentist do so for advice and care.

And dental practices that allow these people to leak out through the holes in their bucket, or to slip through the cracks in their systems, while they continue to go about attracting and paying for more “new patients”, well, that’s just garbage….

Our role as dental practice owners is to care for those who entrust us with their dental health, and to treat those who do come to us as well as we would treat a dear family member or a dear friend.

With care, and honour, and respect.

Customer service in dentistry is not a numbers game…


Dr. David Moffet BDS FPFA CSP is a certified CX Experience coach. David works with his wife Jayne Bandy to help SME businesses improve their Customer Service Systems to create memorable World Class experiences for their valued clients and customers. Click here to find out how David and Jayne can help your business