The Tipping Point


These days it seems like good customer service can be pretty hard to find. When we are out for dinner, we always try to tip a little more for great service. I think that’s both a way of saying thank you, and to encourage more people to know the simple beauty of serving others well. In some countries, tipping for service isn’t done, but I actually think it feels good to do it – especially when someone goes above and beyond.


When one of my patients tells me they love that we run on time or they really appreciate the way a member of the team was sensitive to their needs and, as a result, delivered great service, that feels really good. I expect that kind of commitment from every member of our team and I always try to lead by example. If we ever hear from a patient that someone on the team missed the mark, we talk about it to make it a learning moment for everyone.


If you’re an Encino Tower Dental Patient and you ever feel like we didn’t deliver “gold star” customer service, I hope you know you can speak with me or any member of the team about it. We really would appreciate that. We learn from each other’s successes and failures. I’m very proud of the team and all the great reviews we get from our patients. After all, we’re your neighbors and taking great care of you is our business.