How to Deal with an Angry Customer!

1. Assume the Customer is Correct to be Angry
2. Listen without Personal Emotion
3. Be Patient
4. Speak Softly and Methodically
5. Reiterate
6. Own the Problem
7. Place the Customer First, Problem Second
8. Triage the Situation
9. Correct the Issue
10. Follow Up, Follow Up, Follow Up

Off to do Damage Control!

I am off to do damage control with a customer with broken equipment and an upset personality.  These trips are always tricky as you have to balance the situation with appeasing the Dr and staff and making them feel confident in you and actually repairing the unit and leaving it in good working order....

CT Install in Wyoming with Staff Training with Radiographic Interpretation!

First Class!

I have several friends who constantly tell me that I am living the high life flying mostly in first class and staying in fancy hotels.  My rebuttal to that is the fact that they have a social life and agenda and I do not.  When you travel a lot (you that do will agree) you can build up some very nice perks but other areas of your life are very lacking. I will be honest I have struggled to have a social life with my family and close friends and work the hours that I do.  

Vending and Lecturing at an Advanced TMD-Cranio Course!

CT Scanners Installs in California

Installed 2 cat scan units in California for 2 imaging centers in a one week period of time.  I actually did not think I could get it done but everything worked out wonderfully! Had no problems with the assembly and calibration.  Collaborated with both of the imaging centers to get these new units acclimated into there systems and protocols.

Headed West!

Just got finished with an annual conference meeting and now headed west.  My employers have added manufacturer's-install-work to my ever increasing workload.  Going to be doing installs only on 2 cat scan units.  These are of a new version (mark 4) so this should be very interesting and I am looking forward in taking part. On a sad note is I found out that this manufacturer just fired there very best IT tech support person, under I think mysterious circumstances.  I hope we don't have a serious problem.  I will post some pics this week of the installs.

BioResearch Annual Conference 2011

I was a vendor at the BioResearch annual conference was this past weekend, as usual.  Great meeting except for the much lower attendance this year.  We were able to generate some good capital equipment leads and sell a lot of smaller educational items and ancillary stuff.  I saw a lot of my friends that I have known on the travel road for many years so that was a bonus.  I have to make sure that my follow-up from this meeting is spot-on!  Time is the enemy here....

Another Absolutely Beautiful Office in Boulder

Another one of my customers with a Beautiful Practice.  This office is so nice and friendly and their patients are treated like gold with proper up-to-date head and neck dental care.  I am so glad that they now have a wonderful place to work in that they can look forward to coming too everyday!   Their patients I am sure will as well.

Recommendation for the IADMFR

I highly recommend the International Association of Dento-Maxillo-Facial Radiology.  In the area of dentistry we are our own radiologist so being a part of an association like this helps us understand radiology and provides help with let’s say pathologies that we are not familiar with.  The monthly magazine is excellent with helpful studies and clinical applications.  I must admit though that there is a slant in some articles as particular manufacturers are used and the article sometime does tend to favor that piece of equipment, but that’s to be expected.  Great trade association and publication!  If you are not a doc it tends to be a bit tough to get registered as you have to have an endorsement from a member of the association.

Sleep/Airway Course for Dentist

Attending a Sleep/Airway course, for Dentist, but taught from a medical model and not the standard Dental appliance model...Very Interesting but unfortunately it is not a good course to be selling high-end radiology equipment.  This is due to the fact that in the medical model the dentist role is just to apply the orthotic as the diagnosis with records has already been done, on the medical side.  

New A380 double decker on my travels....

I was flying out of Kennedy and snapped this very terrible picture of the new Airbus 380.  Its the new double decker commercial airliner by Airbus in Europe.  It is just a huge aircraft and I am still perplexed as to how you can pack a airport boarding gate with 500 passengers to get on or off this thing.

Hinman Dental Convention!

Worked the Hinman dental Convention this past weekend.  There was a great turnout.  Met a lot of new people and hashed it out with people I have known for years.  This is very interesting times in the Imaging world for Dentistry as pricing is really all over the place just to make a sale.  Companies are talking about buying and selling other companies and there seems no clear direction for the industry at the moment.  It all boils down to hurting the most important people of all and that’s the ones that are in our waiting rooms...The Patient!

TAXES late last Night!

Well I stayed up late last night to get all my taxes together so they would be ready for my Accountant today.  What an interesting part of every American's life and culture at this time of year (April 15th).  I know people who live for their tax refunds and then some who don’t.  The don'ts seem to always be single and the does seem to be married with lots of children!

My Current Employer's Comments on My Personal Level of Productivity!

My current employer and boss  had some very nice words to say about my level of productivity at Imaging Systems Inc.

"Couldn’t (wouldn’t!) do it without YOU.  Tks for all you do for this company!   Keep it up."

My current boss has been a real mentor to me and has always had great wisdom to give me (shown me the ropes so to speak).  I really respect him alot.

Comments and Recommendations for Level of Customer Service!

More nice words in regards to my level of commitment to Customer Service.

"I agree 100%.  Chris was great before, during and after I bought my iCat
from them in 2006." 

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.