Comments and Recommendations for Level of Customer Service!

Just recieved some wonderfull comments from one of my and my current employers customers.  It is always very thoughtfull when a customer goes out of their way to write up something nice about the level of customer service that you have provided.

"The other day the topic of "which machine" to buy came up on the forum. I, and others responded about the machine itself ( NewTom VGi from Imaging Systems).

I was remiss in not mentioning the outstanding service I received and continue to receive from Dick Greenan and Chris Thornburgh. Dick made sure I knew the comparisons between his machine and others before I purchased the machine. As for the installation and the training, Chris Thornburgh was awesome. The installation was timely and flawless. Chris then walked us through the training the next few days, making sure we grasped each concept.

But the most impressive part of their service is AFTER the sale. I've emailed Dick on numerous occassions, just last week I had a question on emailing an entire file. Dick responded back with a detailed message walking me through the process. Also last week, Chris, helped our local oral surgeon install one of the software licenses on his computer. He did not have to do that but thats an example of the extra mile of service we rec'd from Chris.

It is so comforting to know that when you make a large purchase there is support AFTER the sale. I can't sing the praises enough of the service I've rec'd from Dick and Chris. So if anyone out there is considering purchasing a CT machine please consider the outstanding service of Chris and Dick from Imaging Systems. You want be disappointed."

My First Time Being a Vendor at a Physical Therapy Course!

My First Time Being a Vendor at a Physical Therapy Course!  This will be very interesting not only from a sales point of view but also from a personal education Point of view as well.  PT is directly connect to Dentistry in a head and neck application.  Posture directly affects occlusion and vise versa and thats import for the dentist.

Jimmy Carter on my Red Eye!

I have to tell you that I almost ordered a drink in first class from our countries 39th president.  I was flying a red eye from the west coast a couple of weeks ago and my seat was in the back of the first class cabin. We had just boarded and I was getting snippy, as we all do when we get a first class upgrade, and heavily concerned as to why the flight attendant had not taken my drink order yet.  Patiently reading my book and not really paying attention a hand came down in front of my face and a voice said "Good to meet you son".  Thinking finally I can get a drink I looked up and said "I would like a Crown and .... well hello Mr. President".  Oh my gosh I almost ordered a drink from an ex-President of the United States.  Whoops!  President Carter went and shook every bodies hand in first class and chatted it up a little.  We briefly spoke about fly fishing so that was very cool.  I did manage to get a few pics of him with my cell phone camera.  I was not sure how his secret service agents would respond so I snuck the pics in when they were not paying attention.  *Look*  I have never met a president before so I am not sure the protocol here.  And exactly what do you call an ex-president? Mr. President, Mr. Ex-President, Sir Ex-president, President Carter...etc...

CE Courses for this Weekend!

I am vending at a TMD course this weekend and giving a lecture on Tomography of the TMJ tomorrow. Thinking about incorporating a lot of CBCT in the lecture and cut down on the 2D tomography.

Beta Testing for Anatomage's Invivo 5.1

I received confirmation yesterday that I was picked to give expert feedback for Anatomage's latest update for their DICOM viewing software.  The software is called Invivo and this beta version is 5.1... I am extremely honored that they would pick me as one of their "Experts" and will do my utmost to give them valuable feedback in the areas of overall usability, function, flow, training issues, networkability, and aesthetics. 

Another Ortho course Back-to-Back!

For some reason at the beginning of this year I am vending and lecturing at a lot of Ortho for General Dentist courses.  I am feeling like "Mr Radiology for Ortho".  I lectured to both the docs course and the staff course and they were an excellent group, ask good questions, stayed alert, and laughed at all my jokes.

First Course of the Year...!

Well the first course of the year..Strictly a vendor at this "Orthodontics for General Dentist".  Will be giving a small lecture on cephalometric radiology sometime tomorrow.

Latest CBCT Installation with Radiographic Training!

Here is my latest CBCT installation.  This installation was one of the best due to the setup of this office.  The space allowed me to completely hide all the wires and cables, put the acquisition computer in the office's server room, and to mount the flat screen and wireless keyboard/mouse to were they almost appear floating in space.

On the Road again with Snow and Ice in the South!

The weather here in the southern part of the United States has really caused a Conniption in travel.  I was headed to Baltimore for an install and training but Wow; there are a lot of flights cancelled and delayed.  My flight was at 3pm and its now leaving at 9pm.  I am sure a lot of my fellow compatriots are also stuck in this mess!

Intra-oral Radiographs for Post Implant Surgery

Intra-oral radiographs can be a huge help in the evaluation of a post surgical implant case.  Take for instance the accompanying pictures that show the healing caps not completely seated (first pic) and then fully seated (second pic).  A Cone Beam CT was taken post implant and it did not clearly show that the caps were down but in the Intra-oral radiographs it showed very clearly.

Happy New Year

What a great opportunity we all have in 2011...!

Last Install of the Year! Happy Holiday's

Just did a one day trip to partially install a CBCT unit.  Everybody wants their equipment before the end of the year and this was no excception.  However this case the Financing Company would not make the payment unless they had a representative come out and inspect that the unit was delivered and it powered up.  This forced us to do a 1 day trip to receive delivery of the unit and partially assemble it to a stage were power can be turned on!  Very interesting and this is the first time that I have personally had to rush and do this.  I basically dropped everything to rush out to Virginia to assemble.  We will be back in January to finish installation and to do all the training.

Another Tomo/Pan Installation with Training

Sold, Installed, and Trained on yet another Tomo/Pan machine.  I had to take apart a previous pan-only unit which weighed a ton!  Got the new unit in and completely trained.  I had 8 staff to train which takes quite a bit of patience.  I prefer to only train 3 to 4 staff and the Doc of course.  The radiographic interpretation went well as the Doc was fully versed and the staff knew their anatomy.

Imaging Sciences International (I-Cat) response to New York Times Article

Please review the I-Cat's manufacturer response to the New York Times Article below:

http://cbctradiationworries.blogspot.com/

Getting the Doc Involved in the Training!

I have come to the realization, over the years, that it is imperative to get the Doc involved in Trainings.  When you get them involved and doing; there is an extremely less-amount of  follow up work, especially when it come to Radiographic Interpretation.

Due to the practice divide between the staff and the Doc (or Docs), alot of important information does not get relayed, that affects the Doc and his interpretation of the images.  The Doc also needs to know how the equipment functions and how patients are setup in the equipment so he can pinpoint issues when looking at the images.

The worst trainings, in regards to follow up and constant phoned-in questions, are ones were the Doc did not think that they needed to be present and or were not able too!

Back on the Road! Field Sales is rewarding but its time away from Home!

Another Installation and Training this Week...

Another Installation and Training this Week. The space is ready to go. Things are really rolling for the end of the year.  We are so busy at the moment which is a great thing and not a complaint.  This usually happens in our industry but it is especially in force this year.  Everybody wants their equipment they have been holding off on and making escuses not to purchase Now!!!   Of course!

NY Times article Rebuttal from Mr Dick Greenan and Imaging Systems Inc.

Click on link below for Rebuttal

http://cbctradiationworries.blogspot.com/

In-Office Sales...Driving around the Southeast

I have been driving around the southeast the last 2 days visiting prospective clients.  In office sales can be quite a rise and fall as the business environments affects your prospective clients more than if you were meeting them in a neutral environment (hotels, conference centers, restaurants, etc…).  They are more at home so to speak and their true colors come out and shine…(Politically correct way of saying it). Below are some useful tips that I use when meeting a client in their prospective environments.

Tips for selling your Services and Products in-office:

1.      In advance of the meeting, learn everything you can about the client

2.      Learn what the most pressing issues are for the client

3.      Get a handle on work your business is doing for similarly situated clients in all areas

4.      Once at clients, ask questions about their business, its goals and the target's

5.      To the extent you can, offer free advice or cost-saving tips at this initial discussion

6.      Demonstrate how you have helped other clients facing the same issues

7.      State that you would very much like to help

8.      Make the client feel like his or her case would be the highest priority on your desk.

9.      Discuss and give examples of "value-added" services your business can provide

Advantages to Networking

I have to comment on the advantages to any field sales rep, that networking can have.  In my industry we have customers that want equipment but need to get rid of older equipment (see pic) and usually need to sell it for a certain price as they still owe on it.  I personally have begun a program to network with all the liquidation/used equipment dealers so that I can sell the machine out from under the customer and bring in his new stuff, MY SALE...If you can’t get rid of previous equipment it can be a most serious hang-up for the new sale!!! Ask me how I know!!!