How Can Damas Improve My Relationship with My Dentist Clients?

What is good client relationship based upon?  From the client’s point of view there must be many factors involved in the answer to this question; some of these surely include trust, consistent quality of product, easy and honest communication, reliable delivery times, prompt and concerned action regarding complaints/remakes and, of course, cost.

The DAMAS system considers all of these in a manner that is relevant to each individual laboratory.   What is right or the best system in one laboratory may not be applicable in another. The whole purpose of DAMAS is to create an efficient, quality conscious, reliable production and management system, whatever the size of the laboratory. This does not mean vast amounts of paperwork or time within the laboratory

The first step of DAMAS implementation is the examination and review of existing systems and practices with the purpose of improving the efficiency, smooth running and profitability of the business.   An example of this is the handling of client complaints and returns.

Over a period of time complaints and returns are analyzed and the most common causes identified.   These may be found to be the fault of the laboratory or, perhaps, the unjustified criticism of an unduly critical or awkward client (I am sure most of us have examples of these).

Where the problem is found to be the fault of the laboratory actions are taken to eliminate or correct the cause.  The cause may be quite simple or may result in actions such as re-sourcing process materials, replacing/refurbishing laboratory equipment or providing a technician with more training.   It may mean an honest face-to-face discussion with the client.

Whatever the cause, once it has been resolved the beneficiaries are the client and the laboratory owner.  If the laboratory was found to be responsible the client will be assured that he receives a consistent quality of product from this point forward with far fewer reasons for complaint or return.  If the client was found to be over critical the face-to-face discussion will, hopefully, result in a better understanding and an improvement on his part.

Does the laboratory continually miss “due by” dates?  Is an unacceptable amount of work returned for adjustment?  If so, why?  These are matters that are irritating to the client leading to a loss of good client relationship.

The DAMAS system ensures that every aspect of the laboratory’s processes are reviewed from the receipt of work,  administration, manufacturing, through to packaging and delivery, resulting in a system that provides a reliable and consistent service;  a service in which the client can confidently place his trust.

A DAMAS laboratory can show its certificate and use the DAMAS logo on all paperwork as visible evidence to the client that the laboratory has been independently certified as a business demonstrating professionalism, reliability and assured quality.  What better basis for first class client relationships?

I am sure we all agree that client confidence is of paramount importance and value.  Such confidence is so difficult to build and even easier to lose.  A client’s confidence is worth possibly thousands of dollars a year.