By: Dr. Fred Pockrass, DDS; co-founder of the Eco-Dentistry Association
It’s every dentist’s nightmare: after-hours on a Friday and your sterilizer goes “kaput!”
For me, this nightmare recently came to fruition. With error messages flashing on the sterilizer, the first thing I thought about was how much production we’d lose unless this got resolved before 8:30 am Monday morning.
Who did I call in my moment of panic, you ask? No, it wasn’t the Ghostbusters. But I did the next best thing: I called the cell phone of my outstanding dental sales representative from Patterson Dental, Rob Hayes. So here’s how my nightmare got transformed into a restful night’s sleep. Initial relief came when Rob actually picked up his cell phone Friday night. When he heard our plight, he assured us that he would move heaven and earth to get us a loaner sterilizer by Monday morning. And so he did.
Through the weekend, Rob kept us informed as to the status; by mid-day Sunday, he let us know via text message that a loaner had been secured, that he was driving over 50 miles to pick it up and that he would meet us at our office at 8:15 am Monday morning. And guess what? He did exactly as promised! The loaner was plugged in and poof, a disaster became yet another opportunity to appreciate the value of having a relationship with the company from which we buy our ongoing supplies.
Yes we know that sometimes you can find this or that “widget” on the internet for a few cents cheaper, but next time you are tempted to do so, ask yourself what it is worth to have a genuine dental partner who is as committed to the success of your practice as you are? Because of Rob’s outstanding service, our clinical day on Monday was rescued, and I didn’t lose sleep over the weekend. If you’ve experienced a similar rescue from your sales rep, give them a shout out here. These folks are one of the unsung heroes of our dental practices. Let’s celebrate the importance of these relationships!
Dr. Fred Pockrass