Delivering and Receiving the Best Experience
January 9, 2024 at 5:00 AM
by Kathleen Bokrossy
<strong><span style="color:rgba(178, 150, 199, 1)">Delivering and Receiving the Best Experience</span></strong>

It is late in the day (3:30pm my time) and I haven't had a chance to start my blog. It has been a super busy start to the year and the go-go-go set in right from the get go!

There are some tasks on my list of things that I do not want to do. I handled one of them today and it was an IT issue with our communication software. We are in the middle of switching IT companies at the same time needing to make this update to our communication software with a deadline fast approaching. It has been on my mind, so much so that it would wake me up at night around 2am. Today had to be the day I tackle this. And guess what?! I did. It took a great part of the day but I had the best experience, thanks to the fellow who went above and beyond to help me.

My experience with him today inspired me to write about the things we can do at the dental office that go above and beyond what people would expect. I know I will be finding a place to write a review as this guy was amazing.

After dealing with an IT company that provided sub-service customer care for far too long to myself and my team, being treated with this level of care today was an even bigger treat.

There are so many companies and people offering 'meh' care and service. I refer to this type of service as "pushing the pencil". If you can visualize pushing a pencil, please do, and you will see what I mean. Many people just push what they can do away from them and let others handle it. They try to give the illusion that they are working hard, but don't actually do the things things that really help people.

Too many people push the pencil. They don't go above and beyond what they could be doing to really make an impression.

It is when we go above and beyond what people would normally expect from a dental office that we turn our patients into our raving fans.

By going through the patient experience from the patient's eyes, you can look for ways that will blow them away with the service you provide. They will leave your practice feeling the wow and care and will want to share it with the world. Like me, doing this now, today.

If you would like a worksheet on the Patient Experience to go through with your team, please email We go through this exercise ourselves here at rdhu from time to time as well. It is a great exercise to go through to always look for ways to improve. Going through the patient experience will help get your team aligned and remind everyone of the care and service we all would love to receive and should be providing.

Thank you for your support and for reading!

Have a great week!


Kathleen Bokrossy, RDH ~ President