Open Wide and Enjoy the Music

During a visit to my dentist’s office last week I experienced an example of customer service that was completely unexpected.  Because I always acknowledge good customer service and become a harsh critic when it is absent, I would like to explain how one simple action can make a favorable impression.

While sitting in "Dr. C.s" waiting room, I listened to Fleetwood Mac on her satellite radio. Nice, but not actually a favorite of mine.  While I read a magazine, the station went on to play other hits of the 1980s.

When it was my turn, I settled in the chair, clutched a handful of tissues to alleviate my usual nervousness, and tried to take my mind off what the dentist and hygienist were doing. I played my usual mind games to keep my focus elsewhere. 

Then I started paying attention to the radio but this time it was Frank Sinatra I heard.  If you grew up during the years when the Great American Songbook had its heyday, you’re part of a generation who know Sinatra was the best.

When I was released from the chair and ready to make my next appointment, I said to “Dr. C.” that while I heard Fleetwood Mac in the waiting room, I was glad to hear Sinatra while she was working on my teeth.  Was that just a coincidence?  The dentist smiled and said that Karen, the hygienist, remembered that I’d remarked a while ago how much I liked that particular radio station because it played Sinatra.

Excellent customer service can cover a lot of territory. My dentist and hygienist took one simple step and paid attention to detail and that made a very favorable impression.  I still do not look forward to sitting in my dentist’s chair but now I know “Old Blue Eyes” will keep me company.