Communicating - How Well Do You Do It?

Last week, I made my semi-annual trip to the dentist office – not an event that I look forward to. After the hygienist was through with her examination and cleaning, she said “he” would be right in. I wondered who “he” was and thought I had probably heard wrong…my dentist is a woman.

Within a minute or so, a man did indeed come into the room and picked up my chart. He conversed with the hygienist while completely ignoring me. Finally, I asked him who he was. He looked started for a moment and said he was Dr. (I won’t mention the name here). I asked about my dentist and was informed that she had moved to another city a couple of months earlier and he would be looking after me. Interesting, I thought, so asked why I wasn’t informed.

It seems that it is up to the departing dentist to contact patients and let them know of an impending departure…not the duty of the clinic where the patient attends – and I must say where the patient pays for the services. And unless I wanted to travel to a different city to see my dentist, I was currently stuck.

This new dentist, who happened to own the clinic, followed through with my check up and explained about a problem I may have down the road with a current crown that was a few years old…but he assured me not to worry at this time. So, I left the chair and went to the front desk to pay.

That was when I was asked when I would like to book my next appointment for the filling. What filling? I was not told that I needed a filling. The woman at the front desk went to check with the dentist (he did not come out to talk to me again) and said, yes, I did indeed need a tooth filled. All this was explained in the main area of the waiting room, filled with other people.

I guess I was missing my “old” dentist as she explained everything clearly and in detail. To her, communicating with her patients is part of her job.

So, I went back a few days later and was advised that the dentist was too busy to see me. I was given a choice to re-schedule or see a different dentist. I thought, since I didn’t know the first dentist any way, I may as well try another one. And again, when he entered the examining room, he didn’t say hello to me or introduce himself or tell me what he planned on doing. Finally, I ask him for his name. He told me…and said he assumed someone else would have told me.

Is this the way you’re treating your clients – or are you being treated like this? Is there too much assuming and too little communicating?

As I mentioned, I do not enjoy going to the dentist, and this experience has left me wondering if I should be in the market for someone who can communicate. When I’m at the dentist office, I’m really not looking for surprises.

Good communication is vital – in your written messages, and also in the way you talk to others.